Transcript Document

Communications for Business
Lecture 11:
Non-Verbal Communication
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.2
Learning Objectives
• Understand the general principles of non-verbal
communication
• Understand the principles of body language
• Understand the principles of Neuro-Lingustic
Programming
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.3
Introduction
• Did you know …
• When we communicate with somebody else, about
20% of the “message” is verbal
• The remaining 80% of the message is visual
“signals” we send out
• These can be intentional – or unintentional!
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.4
Importance of Non-Verbal
Communication Skills
• Can strengthen or weaken a verbal message
• Can reveal the truth by possibly detecting when
somebody is lying
• Can convey information efficiently (through
nuances and expressions)
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.5
Using Non-Verbal Communication
Effectively
• Paying attention to non-verbal clues will make you
a better speaker and listener
• Ensure your non-verbal signals match the tone and
content of your spoken communication
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.6
Body Language – 1
• Body language works both ways. Thus:
– Your body language reveals your feelings and
meanings to others; and,
– Other people's body language reveals their feelings and
meanings to you
• Remember - sending and receiving body language
signals happens both on conscious and
unconscious levels
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.7
Body Language – 2
– Use of body language is very powerful
– Successful people know how to exploit this well
– Body language is especially important when we meet
somebody for the first time
• Their body language, on both conscious and unconscious
levels, largely determines our initial impression of them; and,
• They form their initial impression of us largely from our body
language and non-verbal signals
– Video clip:
http://www.youtube.com/watch?v=P4kyEyqPbYc&featur
e=related
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.8
Body Language – 3
• Facial expression – can convey interest, or lack of
it
• Gesture and posture – can give clues such as
confident or nervous, friendly or hostile
• Vocal characteristics – can carry both intentional
and unintentional messages
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.9
Body Language – 4
• Personal appearance – can influence perceptions
• Touch – can convey warmth or reassurance, but
when in doubt, do not!
• Time and space – can be used to assert authority
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.10
Body Language – 5
• Being able to 'read' body language is important:
– To know how people feel and what they mean
– To understand how people perceive our own non-verbal
signals
– To understand ourselves better
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.11
Body Language – 6
• These emotional facial expressions are recognised
worldwide:
–
–
–
–
–
–
Happiness
Sadness
Fear
Disgust
Surprise
Anger
• Which one of them is this?
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.12
Body Language – 7
• Body language is not universal
• Different cultures use body language in different
ways
• When communicating with someone from a
different culture it is useful to understand their
“signs” so you can interpret them appropriately
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.13
Class Activity
Work in groups of about 5
Why do you think use of body language is
particularly important when meeting someone for
the first time?
10 minutes
Feedback to the class
5 minutes
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.14
Neuro-Linguistic Programming
• Neuro-Linguistic Programming (NLP) is a set of
techniques for behavioural modification
• Based on 4 operational principles:
• Know what you want to achieve
• Understand whether you are moving towards or away from your
outcome
• Be flexible in your behaviour until you achieve your desired
outcome
• Take action now
• NLP requires us to have specific outcomes and not
just “wander randomly” through life
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.15
Principle 1 - Achieving Outcomes
• Fundamentally important to know what you want to
achieve
• NLP is about moving towards things you want –
this is not the same as moving away from things
you do not want!
• State your desired outcome in positive terms
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.16
Principle 2 – Sensory Awareness
• Once you know what you want to achieve – you
need to have “perception” to know whether you are
moving towards or away from it
• You need to learn how to “read” people
• Understand the effect you are having on the other
person
• Know how to stop when the other person is in the
state you desire
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.17
Principle 3 – Changing Behaviour
• If what you are doing is not working, vary your
behaviour until you get what you want. Thus …
• If what you are doing is leading towards your
outcome, then you should continue
• If, on the other hand, what you are doing is leading
away from your goals, then you should do
something else
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.18
Principle 4 – Time For Action
• NLP is about taking action now to change
behaviour for yourself and for others, now and in
the future
• So, 'Don't delay; act today.'
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.19
NLP Presuppositions – 1
1. The meaning of a communication is the response you
get
2. The map is not the territory
3. Language is a secondary representation of experience
4. Mind and body are parts of the same system and affect
each other
5. The element or person in the system with the widest
range of behaviours or variability of choice will control
the system
Source: http://www.businessballs.com/nlpneuro-linguisticprogramming.htm
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.20
NLP Presuppositions – 2
6. Behaviour is geared towards adaptation
7. Present behaviour represents the very best choice
available to a person
8. Behaviour is to be evaluated and appreciated or
changed as appropriate in the context presented
9. People have all the resources they need to make the
changes they want
Source: http://www.businessballs.com/nlpneuro-linguisticprogramming.htm
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.21
NLP Presuppositions – 3
10. ‘Possible in the world' or 'possible for me' is only a
matter of how
11. The highest quality information about other people is
behavioural
12. It is useful to make a distinction between behaviour
and self
13. There is no such thing as failure; there is only
feedback
Source: http://www.businessballs.com/nlpneuro-linguisticprogramming.htm
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.22
Class Activity
Work in groups of about 5
In what ways do you think NLP might help you in
achieving your desired outcomes in life?
10 minutes
Feedback to the class
5 minutes
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.23
Conclusions
• Non-verbal communication carries more of the
“message” than verbal communication
• Body language is important – learn how to use it to
your advantage, but remember different cultures
use different “signs”
• Neuro-Linguistic Programming is a set of
techniques that you can use to help you achieve
your desired outcomes in life
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.24
References
• Payne & Whittaker “Developing Essential Study Skills”, 2nd Edition, FT
Prentice Hall, ISBN: 978-1405840873
• Cottrell “The Study Skills Handbook”, 3rd Edition, Pallgrave Macmillan,
ISBN: 978-0230573055
• Price & Maier “Effective Study Skills: Essential Skills for Academic and
Career Success”, Prentice Hall, ISBN: 978-1405840736
• Cameron “The Business Students Handbook: Skills for Study and
Employment”, 5th Edition, FT Prentice Hall, ISBN: 978-0273730712
V1.0
© NCC Education Limited
Non-Verbal Communication Lecture 11 - 11.25
Lecture 11 – Non-Verbal Communication
Any Questions?
V1.0
© NCC Education Limited