Verbal And Non-VerbalVerbal And Non-VerbalCommunicationCommunication

Dr. Mohammed Al-RukbanDr. Mohammed Al-RukbanAssociate ProfessorAssociate Professor

Consultant Family MedicineConsultant Family MedicineCollege of MedicineCollege of Medicine

King Saud UniversityKing Saud University

Test yourself…Test yourself…

1. Communication is defined as the interchange of thoughts 1. Communication is defined as the interchange of thoughts or opinions through shared symbols.or opinions through shared symbols.

True___ False___True___ False___

2. The four facets of interpersonal communication are 2. The four facets of interpersonal communication are sender, receiver, information, and behavior. sender, receiver, information, and behavior.

True___ False___True___ False___

3. Student must be able to use a variety of communication 3. Student must be able to use a variety of communication techniques in order to create an environment that techniques in order to create an environment that enables participants to engage actively in the learning enables participants to engage actively in the learning process.process.

True___ False___True___ False___

Test yourself… - answersTest yourself… - answers

1. Communication is defined as the interchange of thoughts 1. Communication is defined as the interchange of thoughts or opinions through shared symbols. or opinions through shared symbols.

TrueTrue

2. The four facets of interpersonal communication are 2. The four facets of interpersonal communication are sender, receiver, information, and behavior. sender, receiver, information, and behavior.

TrueTrue

3. Student must be able to use a variety of communication 3. Student must be able to use a variety of communication techniques in order to create an environment that techniques in order to create an environment that enables participants to engage actively in the learning enables participants to engage actively in the learning process.process.

TrueTrue

The Process of The Process of CommunicationCommunication

CommunicationCommunication is a process is a process that involves the that involves the transmission of meaningful transmission of meaningful information from one party information from one party to another through the use to another through the use of shared symbols.of shared symbols.

Communication is Communication is successful when meaning is successful when meaning is understood.understood.

The Goals of Training The Goals of Training CommunicationsCommunications

To change behaviorTo change behavior

To get actionTo get action

To ensure understandingTo ensure understandingTo persuadeTo persuade

To get and giveTo get and giveInformationInformation

Communication is the process of Communication is the process of sending sending

and receiving information among and receiving information among people…people…

SENDER RECEIVER

Feedback

receiver sender

CommunicationsCommunications

Face-to-Face Communication

Written Communication

Electronic Communication

Informal Communication

What are the most common ways What are the most common ways

we communicate?we communicate?

Spoken Word

Written Word

Visual Images

Body Language

All messages do not reach All messages do not reach the receiver due to the receiver due to

““distortiondistortion””

Sender Receiver

Feedback

Distortion

What causes distortion or the What causes distortion or the barriers to barriers to

understanding/listening?understanding/listening?

PerceptionsPerceptionsLanguageLanguageSemanticsSemanticsPersonal InterestsPersonal InterestsEmotionsEmotionsInflectionsInflections

Environment – noiseEnvironment – noisePreconceived expectationsPreconceived expectationsWordinessWordinessAttention spanAttention spanPhysical hearing problemPhysical hearing problemSpeed of thoughtSpeed of thought

Skills for Managing Communication

Presentation Skills

Nonverbal Communication

Skills

Listening Skills

© 2004 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill

Assertive Communication

Skills

ObjectiveObjective

To understand the meaning of Verbal To understand the meaning of Verbal and non-verbal communication cues.and non-verbal communication cues.

To recognize the important of verbal To recognize the important of verbal and non-verbal communication.and non-verbal communication.

To be able to practice an effective To be able to practice an effective verbal and non-verbal cues.verbal and non-verbal cues.

Verbal vs Non-Verbal CuesVerbal vs Non-Verbal Cues

55%

7%

38%

Verbal vs Non-Verbal CuesVerbal vs Non-Verbal Cues

visual Tonal Verbal

55%

7%

38%

Verbal CommunicationVerbal Communication

• Components of verbal Components of verbal communicationcommunication

• More important in non More important in non face to face face to face communicationcommunication

SHARE your ideas – a modelSHARE your ideas – a model

SState the main point of your message tate the main point of your message HHighlight other important points ighlight other important points AAssure the receiver’s understanding ssure the receiver’s understanding RReact to how the receiver responds eact to how the receiver responds EEmphasize/summarize your main ideasmphasize/summarize your main ideas

* All communication methods are * All communication methods are important but our emphasis will be important but our emphasis will be upon the spoken word... sinceupon the spoken word... since

70 % of our 70 % of our communication communication

efforts are:efforts are:misunderstood, misunderstood, misinterpreted, misinterpreted,

rejected, disliked, rejected, disliked, distorted, or not distorted, or not

heard (in the same heard (in the same language, same language, same

culture)!culture)!

Verbal CommunicationVerbal Communication

Non verbal communicationNon verbal communication

93% of all Comm.. is non verbal93% of all Comm.. is non verbal Nonverbal communication is sending and Nonverbal communication is sending and

decoding messages with emotional content.decoding messages with emotional content. More important with language barrier and More important with language barrier and

communication with deaf.communication with deaf. The whole of the body is used in non-verbal The whole of the body is used in non-verbal

communication. The most expressive part of communication. The most expressive part of the body is the the body is the faceface, which can convey any , which can convey any different emotions and feelings. different emotions and feelings.

NON-VERBAL symbols are four times more effectivethan VERBAL ones

All individuals havesome knowledge of the vocabulary of body symbols

Only those persons who livein awareness of their body will be

able to maintain sensitivecontact with their surrroundings

Body languageBody language

Body language is the language Body language is the language transmitted by gestures and transmitted by gestures and

posturespostures

Body Language

Do you know what you are saying?

Gestures are the directand unrepeatable expression of the

personality

The meaning of gestures. Examples

Doubt: we raise an eyebrow

Scratching one’s nose: puzzled

PosturePosture

Posture is not only a way Posture is not only a way of punctuating a of punctuating a conversation, but it is also conversation, but it is also the way individuals relate the way individuals relate with each other when with each other when they are in a group.they are in a group.

Territory

IntimateTouching

PersonalClose -1½ to 2½ feetFar - 2½ to 4 ½ feet

Social Close 4-7 feetFar - 7-12 feet

Public Close - 12-25 feetFar - 25 feet or greater

• Sight (visual person, 55%)• Hearing (auditory person, 15%)• Touch (kinetic person, 30%)

Each person has a predominant sense

Three senses are used toThree senses are used tointerpret the outside world:interpret the outside world:

Non verbal communicationNon verbal communication

Dimensions of nonverbal communication:Dimensions of nonverbal communication:Body movements and gesturesBody movements and gesturesEye contactEye contactFacial expressionsFacial expressionsTone of voiceTone of voiceDeliberate silenceDeliberate silenceTimingTimingAppearanceAppearanceTouchTouchHand movementsHand movements

Body movements include:

Facial expression

Eye movement

Body movements include :

Hands

Feet

Whole body

Holding eye contactHolding eye contact

Showing the palmsShowing the palmsof one’s handsof one’s hands Inviting trustInviting trust

Interest/curiosityInterest/curiosity

Covering one’s Covering one’s mouth when talkingmouth when talking

InsecurityInsecurity

Avoiding eye-contactAvoiding eye-contactwhen talkingwhen talking

Not wanting to showNot wanting to showfeelings; or lyingfeelings; or lying

Body language - face

Face includes:Your expressionsYour smile or lack thereofTilt of the head; e.g., if your head is tilted to one side, it

usually indicates you are interested in what someone is saying

What message are you sending if someone is presenting a new idea and you are frowning?

Body language - figure

Figure includes:Your postureYour demeanor and gesturesYour clothes and accessories such as jewelry

What message are you sending if you are dressed casually at an important meeting?

Body language - focus

Focus is your eye contact with others The perception of eye contact differs by culture. For most Americans…

Staring makes other people uncomfortableLack of eye contact can make you appear weak or not trustworthyGlasses may interfere or enhance eye contact

What message are you sending if you are looking at other things and people in a room when someone is speaking to you?

Body language - territory

Territory focuses on how you use space. It is also called proxemics.

The perception of territory differs by culture. Most Americans are comfortable with an individual space that is about an arm’s length in diameter

What message are you sending if you keep moving closer to a person who is backing away from you?

Body language - tone

Tone is a factor of your voicePitch is the highness or lowness of voiceVolume is how loud your voice isEmphasis is your inflection

What message are you sending if during a disagreement you start speaking very loudly?

Body language - time

Time focuses on how you use time. It is also called chronemics.Pace is how quickly you speakResponse is how quickly you movePunctuality is your timeliness

What message are you sending if you are consistently late for meetings?

MaskingMasking

Method by which we Method by which we control our body so control our body so that it will not send that it will not send out messages that our out messages that our mind wants to hidemind wants to hide

RecommendationsRecommendations

The greeting: a good starting point (show The greeting: a good starting point (show openness).openness).

Don’t blink constantly.Don’t blink constantly.Try to keep a direct look and establish eye Try to keep a direct look and establish eye

contact with the people you are talking to.contact with the people you are talking to.Don’t bite your lips or moisten them with Don’t bite your lips or moisten them with

your tongue.your tongue.

Recommendations Recommendations ((ContinuedContinued))

Always keep your mouth shut while you are Always keep your mouth shut while you are listening.listening.

Maintain an appropriate position and avoid Maintain an appropriate position and avoid constant abrupt movements.constant abrupt movements.

Control the movements of your hands and Control the movements of your hands and keep them visible.keep them visible.

Do not allow any object to come between Do not allow any object to come between you and your audience.you and your audience.

Recommendations Recommendations ((ContinuedContinued))

Try to integrate with your audience and Try to integrate with your audience and adapt your clothing to their social, economic, adapt your clothing to their social, economic, and other characteristics.and other characteristics.

Do not cross your arms over your chest.Do not cross your arms over your chest.Do not cover your mouth with your hand Do not cover your mouth with your hand

while you are speaking.while you are speaking.Maintain a relaxed posture.Maintain a relaxed posture.

The type of communication you use will depend The type of communication you use will depend

upon:upon:

who you are communicating with,who you are communicating with,

what you need to communicate, what you need to communicate,

why you need to communicate why you need to communicate

the speed with which you need to communicate the speed with which you need to communicate

and whether it is immediate or can wait.and whether it is immediate or can wait.

Other helpful techniques to foster Other helpful techniques to foster communication (both verbal and non-communication (both verbal and non-

verbal)verbal)

Maintain eyecontact

Make encouragingstatements

Nod Your Head

Keep an openbody position

Repeat a sentenceor part of one

Repeat the lastword or two of the

prior speaker

TASKTASK

Write down three things Write down three things you want to do to improve you want to do to improve your communication skillsyour communication skills

and practice them and practice them prior to your next trainingprior to your next training

eventevent

Hints for more EffectiveHints for more EffectiveCommunicationCommunication

❚ ❚ Who is the receiver?Who is the receiver? ❚ ❚ What is your objective?What is your objective? ❚ ❚ How is the climate?How is the climate? ❚ ❚ Practice in advance - from their viewpointPractice in advance - from their viewpoint ❚ ❚ Communicate in their languageCommunicate in their language ❚ ❚ Ensure message is understoodEnsure message is understood ❚ ❚ Don’t get defensiveDon’t get defensive ❚ ❚ Listen Carefully Listen Carefully