Professional Communications

Verbal and Non-verbal Communication

Verbal - Types,
Importance
Listening skills,
Speaking skills
Non verbal
Body Language,
Para Language,
Visuals and
Visual aids.
What do the following pictures
say???
 Attentive Anxious

Angry
Affectionate

Ashamed Confident

Confused
Bored
 Fed-Up Lazy

Jealous
Excited

Mean Worried

Tired
Satisfied
Message not expressed or sent in words
Hands in the air in despair

Frowning
Sad eyes

Im stressed and angry

What message are they
conveying?

Smiling Thumbs up

Im happy and things are good

Verbal and non-verbal
communication
Verbal communication is the things we
say.
Non-verbal communication is the things
we dont say, but communicate through our
body language.
Both verbal and non-verbal communication
are important and can say different things.
It is important we are aware of our own and
others verbal and non-verbal communication.
Non-verbal communication includes
Facial expressions,

Eye contact,

Posture and motions,

Tone of voice,

Smell,

Touch,

Time & distance,

It may also include the way we

wear our clothes
or the silence we keep.

Only 7% of a messages effect are carried

by words, the other 93% through non
-verbal means.
(Mehabian)
Nonverbal
Communication
All the ways we convey
messages and feelings without
words.
Organized into three categories:
Sounds (tone of voice, laughter)
Body Language (movement,
posture, eye contact)
Environmental factors (touch,
distance, objects, etc.)
Nonverbal
Communication
Nonverbal Communication: a system of
symbolic behaviors that includes all forms of
communication except words.
Example: body language

The most important thing in communication

is to hear what
isnt being said.
- Peter F. Drucker
Austrian writer and editor
 in g
S p eak According to the social anthropologist,
ily
Bod
Edward T. Hall, in a normal
conversation between two persons,
less than 35% of the social meanings
is actually transmitted by words.
So, at least 65% of it is conveyed
through the body (non-verbal
channel).
The human body can produce over
700,000 unique movements. These
movements have been partitioned into
about 60 discrete and symbolic
signals and around 60 gestures,
postures, and expressions
NONVERBAL BEHAVIOR AS
CUES
Some basic nonverbal behaviors seem to
be reliable cues as to a persons state of
mind.
Facial expressions are not learned but

biologically determined.
Most people can tell what another

persons facial expression means, but

there are of course exceptions.
 WHY STUDY BODY LANGUAGE

To understand the inner turmoil going on inside the mind

of a person.
To keep the upper hand in arguments and negotiations.
Tell that if a person talking to you is telling a lie?
Detect and send messages of friendship.
Convey your inner feelings without words.
Recognize and overcome boredom or defensiveness.
Recognize the gestures purposely used to make you
nervous.
Succeed in delicate and tricky situations
And many more..
Why is it important to be aware of your
verbal and non-verbal communication
when going for a job interview?
Job interview
What
would the following body language
communicate to a interviewer:
Crossed arms
Frowning face
Looking at the floor
Dressed in scruffy clothes
Tapping foot

Doyou think this body language would help

someone to secure a job?
Job interview
Remember, first
impressions count and
an interviewers decision
will be largely be
influenced by what you
dont say.
So make sure you polish
your non-verbal
presentation as much as
your verbal.
Nonverbal Communication
& Professional Image
A positive professional image is important to your success
in professional and social contexts.
Through nonverbal communication you can
create a professional image that projects
confidence
poise

Assertiveness

17
 Functions of Nonverbal
Communication
Expands verbal communication by:
Reinforcing a message
Contradicting the message
Substituting for messages

Conveysemotional and relationship

dimensions of a message.
Are they doing and
saying the same thing?

Im finding this really interesting!

Are they doing and
saying the same thing?

Im fine Im really happy!

Are they doing and
saying the same thing?

Im really sorry I beat you. I feel really bad!

Characteristics of
Nonverbal Communication
Subconscious: nonverbal communication is often sent
and received on a subconscious level. We are usually
not aware of the messages we send nonverbally.
Contextual: nonverbal communication
depends on the situation in which is
occurs.
Ambiguous: the meaning is open to
interpretation and often confusing.
Cultural: nonverbal communication has
a distinct cultural nature.
There are 7 types of nonverbal
behavior
Proxemics

Haptics

Chronemics
Kinesics

Artifacts

Vocalicsor Paralanguage
Environment
 Kinesics
Body movement and gestures

The study of body movements,

Facial expressions, and
Gestures is called kinesics.

It is the non-verbal behaviour of the

whole or part of the body.

Body language is scientifically

known as kinesics or non verbal
communication.
 Kinesic behavior, or body movement, includes
gestures,

hand and arm movements,

leg movements,
facial expressions,

eye gaze and blinking,

and stance or posture.

Although just about any part of the body can be

used for communicating nonverbally, the face,
hands, and arms are the primary kinesic
channels through which nonverbal messages
are sent.
Elements of body language:

-Head
-Eye contact
-Gestures
- eyebrows
- smile
- handshake
- face
Lets Examine How Body
Communicates, from head to toes
Head
Small head nods show continuous attention
Head is down shows negative emotion

Lifting chin up and looking down nose is

symbol of superiority
Straight head indicates neutral position
Eye Contact-Oculesics

-Eye contact : shows attention, Interest and

involvement.
-Glancing : indicates passing Interest
-Gazing : indicates intense interest
-Staring : interpreted as anger or confusion
-Blinking : indicates ignorance

The eyes are the windows to the soul.

Eye contact is VERY culturally
determined.
Eye contacts
Encouraged in America, Canada, Europe
Rude in most Asian countries and in Africa
Raising eyebrows
Yes in Thailand and some Asian countries
Hello in the Philippines
Winking eye
Sharing secret in America and Europe
flirtatious gesture in other countries
Closed eyes
bored or sleepy in America
Im listening and concentrating. in Japan,
Thailand, China
 Gaze
Eyes and forehead- business transaction
Forehead to lips- social
From head to toe- intimate
Eyes keep shifting- lack of concentration
Blinking and trying to get in focus shifty
nature
Eyebrows
Vertical-
worry
Horizontal shows happiness

Raised eyebrow- suspicion

Eyebrows lowered- disagreement
Smile
Felt smile- upturned mouth with lips closed-
interaction and happiness
Miserable smile only half the mouth is
smiling- dissatisfaction
False smile- slight turn at the end of the
mouth, does not reach eyes- sarcastic,
dangerous
.
Smile universally recognized as sign of friendliness, it has
other meaning to other culture.
Germans smile less than people from US, but doesnt
mean Germans are less friendly.
U.S. wives are usually shown smiling at their husband but
Japanese wives are rarely shown smiling.
.
Hand movements
Hugging of the self- uncertainity, lack of
confidence
Arms folded with thumb pointing upward-
superiority complex
Clasping of hands behind the back- used
by royalty
 Lightly scratching one side of the neck-
insecurity
Quick rubbing of hands- excitement

Rubbing of hands as if hands were being

washed- over with the issue
Pressing of hands in front of oneself-
pleading
 Hands resting lightly on the neck- analyse
the problem
Stroking of the chin- ideas behind given
careful consideration
Hand shake
Equal handshake equal in behaviour
Tight grasp- superiority complex

Limp handshake- inferiority complex

Informal handshake- informal behaviour
 Tips on a Perfect Handshake
1. Hand shake is always done with a right hand.
2. Hand should be vertical to the ground.
3. Elbow should be slightly bent.
4. web ( palm) of one person should meet the web of the other
completely.
5. Fingers and thumb should entwine.
6. Give slight pressure to show warmth.
7. Look into the eyes of a person.
8. Say some nice words as greeting.
9.Smile.
10. up-down-centre movement at least Twice.
11. Release the hand in 3 seconds.
Posture & Gait
Posture & Gait
Expressions related
In Western culture, an
upright, yet relaxed body
to posture, gait posture, is associated with
grow a spine confidence, positivity, high
walking with a spring self esteem (Guerrero &
in your step Floyd, 2006).
stand up for yourself
stand up straight
hold your head high
dont slouch.
stand still
Styles of walking
Hands in pocket, walk disorganized, head
bent depressed
Hands in pocket walk disorganized, kicking
an imaginary object angry
Focusing of eyes on the ground- lost in
thought
Focusing of eyes in the air looking for
solution
Strutting style of walking- extreme confidence
 Posture Cultural context
Bowing (not done, criticized, or affected
in US; shows rank in Japan)
Slouching (rude in most Northern

European areas)
Hands in pocket (disrespectful in

Turkey)
Sitting with legs crossed (offensive in
Ghana, Turkey)
Showing soles of feet.(Offensive in
Thailand, Saudi Arabia)
 Are these people expressing the same
emotion, in differing degrees, or different
emotions altogether?
The face is capable of conveying
250,000 expressions (Birdwhistle, 1970)
Face-Express Emotion or Affect
Blank face- relaxation
Positive face desire to be liked

Negative face no one likes

Gestures
Humans have uniquely
expressive hands.
Gestures
A gesture is a movement of the head ,hands
or legs to express an idea feeling or emotion .
Gestures can be seen as subtle or not so
subtle cues
We use gestures to take the place of words,
or help us to increase understanding of what
is being said
Gestures
Open palm while talking- positive
personality
Eye to eye confrontation honest and
direct
Smile open personality
 Gestures
Fidgeting shows
boredom and restlessness.
Pressing fingers together to form
a steeple
shows interests, assertiveness and
determination.
Touching the nose or rubbing eyes
indicates discomfort.
A hand to the back of the neck
may indicate
withdrawal from a conversation.
 Open Gestures

Interested people always have an erect posture, pay

attention and lean forward
A firm handshake will give the impression of
assertiveness or honesty
People showing open hands, both feet planted on
the ground are accepting
A head tilted to the side indicates
interest
 Closed Gestures
Leaning backwards demonstrates
aloofness or rejection
Folding arms across ones chest or body is protective
gives the impression of a closed, guarded and defensive
character.
People with arms folded, legs crossed and bodies
turned away are signalling
that they are rejecting messages.
A head down is negative and judgmental
Gestures
Openness, Confidence
Open hands
Eye contact
Smile, leaning forward, relaxed
Standing straight
Indifference
Legs crossed
Shaking one foot
Glancing at exit
Yawning
Fidget
Speech related gestures may be

Emblems

Illustrators
Regulators

Affectdisplays
adaptors
What message are they
conveying?

Eyes looking away Finger on face

Im thinking
 Haptics /Tactilics Study of Touch as
Nov verbal communication
Physical contact is the easiest and
one of the earliest forms of human
communication.
The observation of physical
contact gives revealing clues of
non- verbal message
Touching and being touched are
essential to a healthy life
Touch can communicate power,

Who can you touch?

empathy, understanding
When can you touch?
How can you touch?
It is a study of how physical contact or touch is used to
communicate the
-ideas
-Feelings
Examples of haptics are
-Hitting
-Patting(Back ,Shoulder )
-Shaking hands, Holding hands .
 TOUCH-Cultural Context
In Western culture, handshake is common (even for strangers),
hugs, kisses for those of opposite gender or of family (usually) on
an increasingly more intimate basis.

Most Africans touch on greeting but are annoyed if touched on

the head (good boy, good girl overtones).

Islamic and Hindu: typically dont touch with the left hand. To do
so is a social insult. Left hand is for toilet functions.

Islamic cultures generally dont approve of any touching

between opposite-sex (even hand shakes). But consider such
touching (including hand holding, hugs) between same sex to be
appropriate.
 What message are they
conveying?
Crying

Squinting eyes Lips up turned

Im upset
Proxemics (space language /distance)

Each communicator has a personal zone and territory

built or constructed around himself which he does not
allow to be invaded during communication unless the
relationship between the speaker and the listener is
intimate.
Proxemics means nearness between people or
distance maintained during communication.
Personal Space Language
Countless messages are communicated the
way people use space around them
The way they claim the space for themselves
,or the way they share it .
How close do you stand to the once your are
communication ?
Where do you sit in the room ?

How do you position yourself with respect to

others at a meeting ?
How furniture is arranged ?
Space Language Communicates
Relationship with others
Status

Levelof Confidence
Purpose of Communication

Type of event
Four kinds of distances are
Proxemics is divided into four major zones Informal Space

-Intimate - physical contact to 18 inches.

-Personal- 18 inches to 4 feet
-Social - 4 feet to 12 feet
-Public - 12 feet to range of eyesight and hearing

Edward T. Halls 4 levels of distance

Interpersonal Distances
Distance Description Voice

Intimate Touching to 18 Private situation Whisper, Low

inches with people who
are emotionally
close.
Personal 18 inches to 4 Handshake Soft Voice
feet distance.

Social 4 to 12 feet Distance Full Voice

between
Customers and
people.
Public 12 feet Teacher in a Loud Voice
classroom.
 Cultures differ substantially in their use of
personal space Edward Hall(1959).
Status
Interpersonal distance is
another Non verbal indicator
of power .
3 basics principle summarize
your use of personal space
in an organization
The more & better space you
will have
Better protected territory
Easier to invade the territory of
lower status personnel
 Level of Confidence

Choices about seating can influence

interaction
Confident persons often select the position
at a table where they can be seen & see
People who dont want to indulge in
communication look for seats where
they cant be seen
Use of Space for purpose of
Communication
 Personal Space at Work

Your office
Your desk

A table in the
cafeteria that you
sit at regularly

Microsoft Photo
70
When you invade my space.
Reactions to an invasion of your space:-

1 Feel troubled
2 Get defensive
3 Become aggressive
4 Retaliate
CHRONEMICS (time)
How is time used to communicate?
What does it mean to you when someone is
always late?
A study conducted by Burgoon (1989) found that
people who arrive 15 minutes late are
considered dynamic, but much less competent,
composed and sociable than those that arrive on
time.
America is an extremely time conscious culture
Latin cultures versus Anglo cultures
Chronemics:Time language
How do we manage
and react to others
management of time
Punctuality
Waiting Time
Duration (Time given to
a task/Person)

How People handle time

is a reflection of their
personality
Involves the following :
Have you taken any appointment ?
Do you inform that the meeting shall be of
certain duration ???
Do you limit your meeting to certain time
limit ?
Do you intervene and hijack the talk ?

Do you keep people waiting if someone has

come to see you ?
Are you punctual for your appointments??
Examples of use of time language
-Delay in replying letters,
-Late coming to office
-Late coming to class or meetings
-Completion of specific task within a time span
communicates -
-sincerity
-Loyalty
-Reliability
Frequent late coming or running from office or
Class communicates

-unreliability
-Laziness
-Disinterestedness,
-lack of loyalty, etc
 What message are they
conveying?
Staring down at the girl Head and eyes down

Frowning with anger Mouth slightly

down turned
No smile
Arms crossed in
Hand pointing defence

Im annoyed Im in trouble
 Para linguistics
Refers to Vocal Communication
Consists of:
Pitch
Tone of Voice
Vocally produced noises-Laughs
,screams ,sighs etc
Pause/Silence
Volume
Rate of Speech
Word Stress /Intonations
Speech Breakers
Ingredients of Paralanguage
Vocal Characteristics:
laughing, crying, whispering, snoring, yelling, moaning,
groaning, yawning, sneezing, sighing, hiccups
Vocal Interferences
Extraneous sounds or words
that interrupt fluent speech
uh, um
you know, like
Filler
 Silence can communicate
Agreement.
Disagreement.

Confusion.

Respect.

Sadness.
Thoughtfulness, or any number of
meanings
USE OF SILENCE IN ASIA
Silence in Asia has commonly been entirely acceptable whereas in the
West silence has generally been considered socially disagreeable.
Oliver(1971)
Artifactual Communication
Physical Appearance
Clothing,style
,belongings etc
Self-Presentation

What message do
you wish to send
with your choice of
clothing and
Microsoft Photo
personal grooming?
CLOTHINGS
Clothing can reflect cultural heritage.
Example: Traditional clothing of Gambia

Clothing can reflect subgroup identity.

Example: US Army Combat Uniform.
objectics

Communication through the use of artifacts.

Communicate
Marital status
Economic status
Social status/membership
Personality
Olfactics

A smell can trigger the oldest of memories

We can remember what we smell longer than
what we see & hear.
Americans are very smell conscious

Can even be used as a warning system

The study of communication via smell is called Olfactics.

In all cultures, women can detect odors in lower concentrations,
identify them more accurately and remember them longer than men
Doty et al.(1984)
Example:
Western culture fear of offensive natural smells (billion
dollar industry to mask objectionable odors with what is perceived to be
pleasant ) again connected with attractiveness concept.
Many other cultures consider natural body odors as normal(Arabic).
Asian cultures (Filipino, Malay, Indonesian, Thai, Indian) stress
frequent bathing and often criticize western culture of not bathing
often enough!
Gustorics

Can communicate pleasure, displeasure or

warning
We can savor flavors we enjoy.
What one person perceives as mildly spicy
may be hot and displeasureable to another
Improving Nonverbal
Communication Skills

When sending messages

Be conscious of nonverbal behavior
Be purposeful in use of nonverbals
Make sure nonverbals are not distracting
Match verbal and nonverbal communication
Adapt to the situation
Improving Nonverbal
Communication Skills

When receiving messages

Dont automatically assume
Consider gender, culture and individual
differences
Pay attention to all aspects of
nonverbal communication
Use perception checking
Physical
Aspects of Non Verbal
communication.
Kinesics (body language) Body motions such as shrugs, foot
tapping, drumming fingers, eye movements such as winking, facial
expressions, and gestures
Proxemics (proximity) Use of space to signal privacy or attraction
Haptics Touch
Oculesics Eye contact
Chronemics Use of time, waiting, pausing
Olfactics Smell
Vocalics Tone of voice, timbre, volume, speed
Sound symbols Grunting, mmm, er, ah, uh-huh, mumbling
Silence Pausing, waiting, secrecy
Posture Position of the body, stance
Adornment Clothing, jewellery, hairstyle
Locomotion Walking, running, staggering, limping
LANGUA
GE
IN
 Sign language
A sign language is a language which, uses manual communication and body language
to convey meaning

This involves simultaneously combining hand shapes, movement of the hands, arms
or body, and facial expressions to express a speaker's thoughts

Unlike gestures, sign language is like speech and is used instead of speaking,
whereas gestures are mostly used while speaking
 TYPES OF SIGN
LANGUAGE
There are two types of sign language:

is a system of hand signals developed by

Alternate Sign Language
speakers for limited communication in a
specic context where speech cannot be used

Visual Signs & Audio Sound Signals

Primary Sign Language

is the rst language of a group of people who
do not use a spoken language with each other

Deaf
Visual Signs
Visual Signs

Pictures, Cartoons, posters ,Maps ,Diagrams

photographs
Colors-speak volume about the feelings of
the communicator-Flag,Flower
Lights are also used to indicate whether
someone is in or out ,and to mark celebration
of a special occasion
Audio /Sound Signals
Different kinds of drumbeats
Sirens
Hooters
Whistlers

Alarms
VIP Motorcade alarms
Buzzer
Presentation bells

Purpose: Idea is that to cautious listener and take

the right step
 WHO USES SIGN
LANGUAGE
The class of people that use sign language include the following:

Deaf

Sign language newscasters

Some parents also teach their babies sign language because it enhances their
communication skills
BO DY L A N G U AG E
IN THE
 Steepling Hands

This is frequently used in superior/subordinate

interaction. It demonstrates confidence and a
'know-it-all' attitude.

There are 2 versions:

1)The raised steeple - when the person is talking,

expressing their opinion

2) The lowered steeple - when the person is listening

 Palm Gripping

This is a confidence/superiority position. The

person has their stomach, heart and throat regions
exposed which is an unconscious act of
fearlessness.

If you are in stressful situation assuming this

position can help calm you down and take control
of the situation.
 Arms Crossed

This is a negative or defensive position.

Most people will assume this position if they

disagree with what they are hearing.

Even if someone is agreeing with you, if their

arms are crossed they will have a negative
attitude towards you.
 Mirroring Positions

This is one of the most important interpretations of body

language we can learn.

You often see two people talking, standing in the same pose.
This indicates that they are in agreement with each other,
they like each other.

If you want to establish a rapport with someone, mirror their

poses - this will have the effect of relaxing them and giving
them a non-verbal indication that you are both thinking along
the same lines.
 NONVERBAL BEHAVIOR INTERPRETATION
Brisk, erect walk Confidence
Standing with hands on hips Readiness, aggression
Sitting with legs crossed, foot kicking slightly Boredom
Sitting, legs apart Open, relaxed
Walking with hands in pockets, shoulders hunched Dejection
Hand to cheek Evaluation, thinking
Touching, slightly rubbing nose Rejection, doubt, lying
Head resting in hand, eyes downcast Boredom
Sitting with hands clasped behind head, legs crossed Confidence, superiority
Open palm Sincerity, openness, innocence
Tapping or drumming fingers Impatience
Tilted head Interest
Stroking chin Trying to make a decision
Looking down, face turned away Disbelief
Pulling or tugging at ear Indecision
END NOTE : Smile Please !!!!!
SOME
CULTURAL
DIFFERENCES
Behavior based on
Ethics/Cultural
Background
What does this symbol mean to
you?

In the United States it is a

symbol for good job
In Germany the number one
In Japan the number five
In Ghana an insult
In Malaysia the thumb is
used to point rather than a
finger

-Atlantic Committee 108

for the Olympic Games
Eye Contact and Gaze
Western cultures:
Direct eye contact seen as positive
Differs for some races
African Americanmore eye contact when talking, less when
listening
Anglo Americansoften the opposite
Prolonged eye contact may be seen as sexual interest

Arabic cultures:
Prolonged eye contact is common
Shows interest
Helps them understand truthfulness

Japan, African, Latin American, & Caribbean cultures:

Avoid eye contact to show respect
Facial Expressions
Many Asian cultures:
Suppress facial expression
as much as possible

Many Mediterranean cultures

Exaggerate grief or sadness

Most American men

Hide grief and sorrow
Touch
Western Cultures
Handshake is common
Hugs, kisses for those of opposite gender, family
Some differences between African American & Anglo Americans
Islamic/Hindu cultures
Typically dont touch with left hand
Generally dont touch between genders; with same sexes is
appropriate
Common to see two men or two women holding hands
(friendship)
Many Asian cultures
Dont touch the head because it houses the soul
Latino, Middle-Eastern, & Jewish cultures
Touch is okayemotion encouraged
Opposite-sex handshakes acceptable; usually same-sex
English, German, Scandinavian, Chinese & Japanese cultures
Do not subscribe to overt displays of affection
Posture
Bowing
Not done, criticized, or affected in US
Shows rank in Japan
Slouching
Rude in most Northern European areas
Hands in pocket
Disrespectful in Turkey
Sitting with legs crossed
Offensive in Ghana, Turkey
Showing the soles of feet
Distasteful in Thailand, Saudi Arabia
Gestures
Some cultures are animated, others restrained
Amount of gesturing varies from one culture
to another
A gesture acceptable in your culture may be
offensive in another
e.g. Pointing
US, Asia with index finger
Germany with little finger
Japan with entire hand
General Appearance and
Dress

Differing cultural standards

What is attractive
What constitutes modesty
What is required by ones religion
Different gestures in different
countries
 These gestures are accepted both by Chinese and
Americans as having the same meanings:

A smile and handshake show welcome ,

Waving ones hand is to saygoodbye,
nodding the head means agreement,while shaking it
means disgreement . ,
, , ,
~
Putting up a hand means"May I ask a question?".
Kissing means"love".
Waving one's arms show happiness.
 Because culture influences
communication. Different country has
different culture. So the way people in
different countries communicate is different
too.
Examples
The gesture of putting a hand on a person' neck is
different for Chinese and Americans. For Chinese,it is
to say"someone will be killed". For Americans, it
shows"I'm full .
In Thailand, If you want to signal a person to come
near, you should move the fingers back and forth with
palm down.But in the United States, you ask someone
to come by holding the palm up and moving the fingers
towards our body.
Crossing one's legs in the United States is a sign of
being relaxed. But in Korea , it's not allowed.
In Chinese,people hand everything with both hands to
show their respect,but for Muslims,they think the left
hand is unclean and do not eat or pass something with
it.
Because of special culture influences
some counties, some body languages
should attract our attention

In Turkey , putting one's hand in one's pockets is a sign of

disrespect,

In some Asican countries, you must not touch the head of another
person.
And in China, people don't kiss or hug each other ,except hisher
lover.
For an Arab, it is a good manners to stand close to his friend when
they are talking, but for English people, they don't like to be close to
one another.
And in parts of Asia, you must not sit with your foot pointing at
another person.
 All above show that it is important to know
the meaning of gestures and movements in
foreign country, foreigners should follow
these customs, should learn their culture. So
we can communicate with them in a correct
way, not only by words, but also by body
language. I think that it is important in our
lives to show and learn body language .
Listening
Listening:a physical and psychological
process that involves acquiring, assigning
meaning, and responding to symbolic
messages from others.
The primary reason for listening is to acquire
oral messages from others.

Copyright Texas Education Agency, 2012. All 121

rights reserved. Images and other multimedia
Importance of Listening
Many important aspects of your life
are influenced by your listening
skills or lack thereof. Areas in life
directly affected by your
effectiveness as a listener include:
school
relationships

social groups

the workplace
organizations

public dialogue

Copyright Texas Education Agency, 2012. All 122

rights reserved. Images and other multimedia
The Listening Process
Listening is more than hearing sounds
or understanding language. Listening
involves four active steps that build
upon one another:
Acquiring
Attending

Understanding
Responding

Copyright Texas Education Agency, 2012. All 123

rights reserved. Images and other multimedia
Acquiring

Acquiring is the act of picking up

some type of stimulus through
the senses, such as hearing.

Copyright Texas Education Agency, 2012. All 124

rights reserved. Images and other multimedia
 Attending
Attending is the act of
choosing, consciously
or subconsciously, to
focus your attention on
verbal or nonverbal
stimuli.

Copyright Texas Education Agency, 2012. All 125

rights reserved. Images and other multimedia
Understanding
Understanding is
a complex mental
process that
involves decoding
the symbolic
message received
from others and
then interpreting
and assigning
personal meaning
to that message.
Copyright Texas Education Agency, 2012. All 126
rights reserved. Images and other multimedia
Responding
Responding is important to clarify and convey to the
speaker that you are listening. Responding can take
several forms.
Reflect the speakers words (paraphrase).
What I heard you say was
Ask questions to clarify.
When you said________, did you mean_______?
Summarize the speakers points.

Copyright Texas Education Agency, 2012. All 127

rights reserved. Images and other multimedia
Factors that Affect
The Listening Process
Noise: anything that interferes with a
message.
Barriers: any obstacle that blocks
communication.
Memory: the process of retaining or
recalling information.

Copyright Texas Education Agency, 2012. All 128

rights reserved. Images and other multimedia
Gestures
Gestures may be
conflicting
Yawning while saying
you are not tired.
Looking involved but
saying, I dont care,
Emblems :
Movement communicates meaning
Emblems are body
movements that substitute
for words and phrases.

We beckon with are index

finger to mean come here.
We use an open hand held
up to mean stop.

However,
be wary of emblems,
they may mean something
different in a different
culture.
Emblems
Emblems are used
intentionally.
They have verbal

equivalents
They have a clear,

consistent meaning
within a particular culture
Cross my heart
Shame on you
Peace sign
Im crazy
Illustrators
Illustrators are used Examples of illustrators
Two palms held up signify I
intentionally.
dont know.
Illustrators are tied to
Wagging a finger while
speech. making a point
They reinforce or supplement Rolling ones eyes in disbelief
what is being said. For example gesture
Just a pinch
Illustrators are most
Hitting ones fist for emphasis
common in face-to-face A double head nod
interaction Pointing when giving
Illustrators are so habitual, directions
I caught a fish this big.
people use them when
After you
talking on the phone
Affect displays
Are these people expressing
the same emotion, in differing
degrees, or different emotions
altogether?
Affect displays
Interpreting affect
Affect displays may or
displays:
may not be intentional Look at the face to
Affect displays convey determine the emotion
feeling and emotion Look at body cues to
They are often determine the strength or
intensity of the emotion.
communicated via
facial expressions
They can be difficult to

interpret
Regulators
Regulators are primarily
unintentional Types of turn-taking
They regulate turn-taking
Turn-requesting cues
behavior
Turn maintaining cues
Conversational give and
Turn yielding cues
take depends on regulators
Turn denying cues
Regulators
Regulate the ebb and
flow of conversation
Adaptors
Adaptors are usually Examples of adaptors
unintentional. Fiddling with ones hair
Adaptors include self- Chewing ones fingernails
touching behaviors Tapping ones foot or leg
Adapters signal Biting ones lips
nervousness, Scratching ones arm
anxiousness, boredom Wringing ones hands
Generally speaking,
Clenching ones jaw
adapters are
perceived negatively
However, adaptors may
be perceived as more
genuine, authentic
Adaptors
Hair twirling is
an adaptor, but
does it always
mean the same
thing?
Adaptors
Object adaptors Adaptors when
include: students take tests
Tapping a pencil Hair twirling
Drumming ones Scratching
fingers
Ear pulling
Adjusting ones
Forehead rubbing

clothing
Playing with jewelry
Body language
Mirroring building rapport with others by
mimicking their nonverbal cues
People like those who are similar or equal to
them
Mirroring body language facilitates
compliance
Many self-help books suggest mirroring
techniques to get people to like them
Example: The book Unlimited Power by, Anthony
Robbins
Features that accompany speech and contribute to
communication but are not considered part of the
language system.
The nonverbal voice qualities, modifiers, and sounds
which we use consciously or unconsciously supporting
or contradicting the linguistic, kinesic, or proxemic
messages either simultaneously or alternating with
them.
How something is said rather than what is said
Vocal Cues

The text combines two common names into one:

vocalics and paralanguage = paravocalics.
It is all aspects of the voice other than the words
 Studies have found that people who talk
louder, faster, and more fluently are more
persuasive
Deep voices are often viewed as more
credible
Powerless style of communication (pauses,
umhs, uhs, tag questions) lowers perceptions
of credibility
Physical Appearance
More attractive people are judged to be happier,
more intelligent, friendlier, stronger, and kinder
and are thought to have better personalities,
better jobs, and greater marital competence
(Knapp, 1992)
Attractive people get more dates, higher grades,
higher tips, and lighter court sentences than
unattractive people (Dunn, 2000)
Meta communication
Is an implied meaning conveyed by the
choice of words, tone of voice, fumbling ,
silence or omission .
Eg Try to reach airport on time
ENVIRONMENT
What we surround ourselves with
Example: The way we decorate our house
tells others a lot about us
 Environment is often
used to influence
nonverbally
Several researchers have found that
supermarkets strategically place products

Staples such as dairy, meat and produce are in

the back or on opposite sides of the store, in
order to force shoppers to meander through
aisles where theyll be tempted to buy all kinds
of other products
 Childrens products are usually placed on lower
shelves where they can easily be viewed

Snack foods, which appeal to impulsive buyers

are usually placed near check-out areas and at
the end of isles where they are more likely to be
snatched up

(Field, 1996; Meyer, 1997: Tandingan, 2001)

 NONVERBAL BEHAVIOR INTERPRETATION

Brisk, erect walk Confidence

Standing with hands on hips Readiness, aggression

Sitting with legs crossed, foot kicking slightly Boredom

Sitting, legs apart Open, relaxed

Arms crossed on chest Defensiveness

Walking with hands in pockets, shoulders hunched Dejection

Hand to cheek Evaluation, thinking

Touching, slightly rubbing nose Rejection, doubt, lying

Rubbing the eye Doubt, disbelief

Hands clasped behind back Anger, frustration, apprehension

Locked ankles Apprehension

Head resting in hand, eyes downcast Boredom

Rubbing hands Anticipation

Sitting with hands clasped behind head, legs crossed Confidence, superiority

Open palm Sincerity, openness, innocence

Pinching bridge of nose, eyes closed Negative evaluation

Tapping or drumming fingers Impatience

Steepling fingers Authoritative

Patting/fondling hair Lack of self-confidence; insecurity

Tilted head Interest

Stroking chin Trying to make a decision

Looking down, face turned away Disbelief

Biting nails Insecurity, nervousness

Pulling or tugging at ear Indecision

How does it help to know
about kinesics?
Understanding nonverbal
communication can help us
communicate better. We avoid
misunderstandings. We are clearer
in the meanings we transmit.

Hope It Helps !
Thank you
Silence

Silence is a natural and fundamental aspect of

Communication.

It is an integral part of interpersonal

communication.

In many cases it is perceived o.K.. And in many

cases it is perceived as embarrassing.
-silence when we are worrying about a problem on
hand.

-Silence which occurs when we are listening attentively

to a speaker or watching a movie

- Silence may depict disagreement

ARTIFACTS (Dress,
Belongings, etc.)
Material objects as an extension of oneself
Clothing has the power to influence
Change left in a phone booth was returned to
well dressed people 77% of the time, poorly
dressed people only 38% of the time
Several studies show that fancy suits, uniforms
and high-status clothing are related to higher
rates of compliance.
The situation governs appropriate dress
Advantages of Visual &
Audio Signals
Why is it important?

Not to marginalize disabled people.

Spread Language.

Possible as any other way of

communication (radio, letter, television,
newspapers, magazines)
IMPORTANCE OF SIGN
LANGUAGE
Sign language is important to people that cannot communicate verbally because of the
following reasons:

Have the right to exercise their civil as well as linguistic-cultural rights,

Have the right to pursue studies/education in sign-language,

have the right to contribute in decision making,

have the right to equal and, full access to information as well as accessible
communication and orientation,

have the right to assert/represent themselves in sign-language and utilize

the right to vote,

have the right to use sign-language in all areas of life. 157