Week 2 Verbal Communication

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Week 2Verbal Communication Nonverbal
Communication
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(No Transcript)
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Verbal Communication

• We may often think that, having good
  communication skills is all about the ability to
  speak well..
• Or all about SPEAKING.

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We are right

• But only 50 right.
• Because.
• Verbal Communication has another very important
  part LISTENING.
• Speaking Listening Verbal
  Communication.

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Kinds of LISTENING

• There are different kinds of listening
• Appreciative Listening
• Empathetic Listening
• Comprehensive Listening
• Critical Listening
• Sympathetic Listening

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Broadly, LISTENING may be classified into

• Sympathetic Listening
• and
• Empathetic Listening

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Sympathetic LISTENING

• In sympathetic listening we care about the other
  person and show this concern in the way we pay
  close attention and express our sorrow for their
  ills and happiness at their joys.
• In other words there is sharing of feelings.

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Example for sympathetic listening

• On your way back from office, you slip and fall
  and hurt your back. When you reach home your
  family members Feel for you.
• They share your hurt feelings and maybe even
  shed a tear in sympathy.

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Empathetic LISTENING

• When we listen empathetically, we go beyond
  sympathy to seek a truer understanding of how
  others are feeling.
• This requires excellent discrimination and close
  attention to emotional signals.
• When we are being truly empathetic, we actually
  acknowledge what they are feeling.
• In order to get others to expose these deep parts
  of themselves to us, we also need to demonstrate
  our empathy in our demeanor towards them,
  listening sensitively and in a way that
  encourages self-disclosure

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Example for empathetic listening

• On your way back from office, you slip and fall
  and hurt your back. You visit your doctor.
• Your doctor does not share your feelings.
• He does not reject or trifle your feelings, but
  on the contrary, he acknowledges your feelings
  totally and treats you for your injuries.
• Here, there is no sharing of feelings, but
  acknowledgement of feelings.

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For effective Verbal Communication Skills

• We need to develop our skills at Empathetic
  Listening.
• How do we do it ???
• First of all, we would need to acquaint
  ourselves with the parameters that constitute
  Empathetic Listening while evaluating someones
  speaking skills.

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Parameters of evaluation

• Speed.number of words per minute
• Clarityif audible free of distortion
• Pronunciationutterance of speech
• Familiarity...acquaintance with words used
• Punctuationuse of various kinds of pauses
• FluencyAble to express easily
• Expressiontransforming of ideas into words
• Content meaning or substance of speech

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Speaking

• To speak and to speak well are two things.  A
  fool may talk, but a wise man speaks. 
• Ben Johnson

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Speaking consists of two parts

• 1) What to Speak
• and
• 2) How to Speak

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1) What to Speak

• Content development
• The first step is Brainstorming
• The next step is to choose a Presentation
  Format/ Storage System
• The Final step is the Presentation itself

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Now lets move to the next part of Speaking.
How to Speak

• Speak clearly, if you speak at all carve every
  word before you let it fall.
• Oliver Wendell Holmes

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2) How to Speak

• Guidelines
• Speed
• Clarity
• Punctuation
• Pronunciation
• Familiarity
• Fluency
• Expression

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Speed

• Speed.number of words per minute.
• While Most Indians speak at 170 to 180 wpm,
• their foreign counterparts speak at 110 to 120
  wpm.
• Slowing down on rate of speech is the first step
  towards better speech.

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Clarity

• Clarityif audible free of distortion.
• Speech should be loud enough to carry to all the
  listeners. Judge the acoustics of the room.
• Voice Clarity can be mastered with regular
  practice.

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Pronunciation

• Pronunciationutterance of speech.
• Always remember that English is not "phonetic".
  That means that we do not always say a word the
  same way that we spell it.
• Use a Good Dictionary or work with your Trainer
  to Correct pronunciation.

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Punctuation

• Punctuationuse of various kinds of pauses.
• Pause at Full Stops
• Pause at Commas
• Pause at Semi colons
• Pause at Question marks

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Familiarity

• Familiarity...acquaintance with words used.
• Learning new words
• Using known words in new contexts
• Understanding contexts and situations before
  reading again..

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Fluency

• FluencyAble to express easily.
• Developing Fluency is a matter of having all the
  other parameters in place.
• Fluency indicates that a comfortable working
  ability with the language has been established.

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Expression

• Expressiontransforming of ideas into words, and
  also the outward manifestation of a mood or a
  disposition by way of words.
• Expression of different feelings with words,word
  stress, tone, pitch and inflection.

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Nonverbal Communication

• Is it possible to communicate without words?
• Studies show that over half of your message is
  carried through nonverbal elements
• Your appearance
• Your body language
• The tone and
• the pace of your voice

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First Impression

• We know the importance of first impression
• But first impressions happen everytime we
  initiate the communication
• Before someone processes our verbal messages,
• She has taken in our appearance
• Registered our enthusiasm and sincerety
• Noted our tone of voice and processed all into
  nonverbal message

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Projecting a Powerful Image

• How would you like to sound?
• How would you like to look?
• How did you look sound ?
• The name of the difference is the image gap
• Projecting an image that is consistent with the
  person you want to be significantly improves your
  ability to develop trust rapport

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First Impression

• First impression includes
• Dress grooming
• Voice
• Handshake
• Eye contact
• Body posture

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First Impression

• Positive first impression make communications
  much easier and more comfortable.
• Negative first impressions can cut off a
  relationship before it gets started.
• Many people give up rather than trying to reverse
  the other peoples negative impression.

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First Impression

• Accent
• Monotone and weak voice
• Poor vocabulary
• Cold, limp handshake
• Lower quality, with inappropriate coloures, messy
  dressing style, dirty shoes
• Seldom eyecontact
• Poor posture, bad hygiene creates a barrier.

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Projecting a Powerfull Image

• The response you receive from the world around
  you is a measure of your success in interpersonal
  relations.
• From the beginning to the end of every
  transaction with another person, you are on the
  stage.
• Every word, gesture, expression an dimpression is
  being seen and evaluated
• Therefore be careful and respectful generally..

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Language of Gestures

• Body language and nonverbal communication are
  transmitted through the eyes, face, hands, arms,
  legs and posture (sitting and walking)
• Each individual, isolated gesture is like a word
  in sentence it is difficult and isolated
  dangerous to interpret in and of itself.
• Therefore consider the gesture in the light of
  everyhing else that is going on around you.

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Eyes

• Windows of the soul, excellent indicators of
  feelings.
• Shifty eyes, beady eyes and look of steel
  demonstrate awareness.
• Honest person has a tendency to look you straight
  in the eye when speaking.
• At least listeners accept it like that.

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Eyes

• People avoid eye contact with other person when
  an uncomfortable question asked.
• Try to reduce tension and build trust rather
  than increase tension.
• The raising of one eyebrow shows disbelief and
  two shows surprise.
• People are classified as right lookers and
  leftlookers. Right lookers are more influenced by
  logic and precision, left lookers are found to be
  more emotional, subjective and suggestible.

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The Face

• The face is one of the most reliable indicators
  of a persons attitudes, emotions feelings
• By analysing facial expressions, interpersonal
  attitudes can be discerned and feedback obtained.
  
• Some people try to hide their true emotions. The
  term Poker Face describes them.

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The Face

• Common facial gestures are
• Frowns unhappiness, anger
• Smiles happiness
• Sneers dislike, disgust
• Clenched jaws tension, anger
• Pouting lips sadness.

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The Hands

• Tightly clenched hands usually indicate that the
  person is experiencing undue pressure.
• It may be difficult to relate to this person
  because of his tension and disagreement.
• Superiority and authority are usually indicated
  when you are standing and joining your hands
  behind your back.

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The Hands

• Rubing gently behind or beside the ear with the
  index finger or rubbing the eye usually means the
  other person is uncertain about what you are
  saying.
• Leaning back with both hands supporting the head
  usually indicates a feeling of confidence or
  superiority.

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Hands

• Cupping one or both hands over the mouth,
  especially when talking, may well indicate that
  the person is trying to hide something
• Putting your hand to your cheek or stroking your
  chin generally portrays thinking, interest or
  consideration.
• Fingers bent across the chin or below the mouth
  most often shows critical evaluation.

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The Arms and Legs

• Crossed arms tend to signal defensiveness. They
  seemingly act as a protective guard against an
  anticipated attack or a fixed position which the
  other person would rather not move.
• Conversely, arms open and extended toward you
  generally indicate openness and acceptance.

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The Arms and Legs

• Crossed legs tend to seem disagreement.
• People who tightly cross their legs seem to be
  saying that they disagree with what you are
  saying or doing. If the people have tightly
  crossed legs and tightly crossed arms, their
  inner attitude is usually one of extreme
  negativity toward what is going on around them.
  It may be difficult to get agreement.

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Recap

• Verbal Communication
• What to speak?
• How to speak?
• Why to listen?
• First impression includes
• Dress grooming
• Voice
• Handshake
• Eye contact
• Body posture

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References

• www.slideshare.net/.../ppt-non-verbal-communicatio
  n - United States
• xa.yimg.com/kq/groups/4749922/.../Verbal20Communi
  cation.ppt
• www.cmpe.boun.edu.tr/.../Nonverbal20Communication
  20BU.ppt