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The most important thing incommunication is hearing what isn'tsaid.” –

Peter F. Drucker

”What you do speaks so loud that Icannot hear what you say.” —

Ralph Waldo Emerson

LISTENING TO THE UNSAID

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WHY NON VERBAL COMMUNICATION???

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FEATURES OF NON VERBAL

COMMUNICATION

Unavoidable .

Meaning depends on the receiver.

Cultural differences.

Intentional / Unintentional.

Can contradict the verbal message.

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FEATURES OF NONVERBAL COMMUNICATION(CONTD)

Cues about senders motives.

Contextual meaning.

Beneficial / Harmful.

Gender differences.

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TYPES OF NON VERBAL COMMUNICATION

FACIAL EXPRESSION

GESTURES

INTONATION

BODY LANGUAGE AND GESTURE

PERSONAL SPACE

EYE CONTACT

TOUCH

APPEARANCE

LISTENING

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1. Facial Expression

Very Important Component – MajorImpact

Smile/Frown/Anger

Cultural Variations – Basic EmotionsSimilar

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2. Gestures

Deliberate movements

Mannerisms

Common Gestures - Waving,Pointing

Culture Variations

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3. Paralinguistics /Intonation:

Vocal communication separate from actuallanguage

Tone of voice, loudness, inflection and

pitch

Strong tone of voice

Hesitant tone of voice

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4. Body Language and Posture

Can convey a great deal oninformation

Can indicate feelings and attitudes

More subtle and less definitive

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5. Proxemics

Need for "personalspace”

Amount of distance weneed and the amount ofspace

Factors – Personality,Cultural norms, Situationalfactors, Level offamiliarity.

Example - Casualconversation vs PublicSpeaking

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6. Eye Gaze

Looking, staring andblinking

Example - Liking -

Blinking increases andpupils dilate

Can indicate a range ofemotions, includingliking, hostility, interestetc.

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7. Haptics

Communicating through touch

Can be used to communicate affection,familiarity, sympathy and other emotions.

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8. APPEARANCE

Choice of Color, Clothing, Hairstyles

Example - Different colors can evokedifferent moods

Appearance can alter physiologicalreactions, judgments andinterpretations.

Creates first impressions – FirstImpression is the Best Impression

Job seekers dress appropriately forinterviews with potential employers.f

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9.LISTENING

Essential skill for success at work place.

Crucial to provide quality services,facilitating groups, training staff, improving teamwork

etc.

Depends on your ability to receive and decode verbaland non verbal messages.

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STEPS TO IMPROVE

1.Pay Attention to Nonverbal Signals

2. Look for Incongruent Behaviors

3. Concentrate on Your Tone of VoiceWhen Speaking

4. Use Good Eye Contact

5. Ask Questions About NonverbalSignals

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STEPS TO IMPROVE (CONTD.)

6. Use Signals to Make Communication MoreEffective and Meaningful.

7. Look at Signals as a Group.

8. Consider Context.

9.. Practice, Practice, Practice.

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Thank You