Non Verbal Communication 2 Body Language Posture Standing

Non Verbal Communication 2

Body Language § Posture ► Standing upright, head down, slouching, etc. § Gestures ► Movement of hands, feet or other parts of body, e. g. pointing a finger, hands on hips, § Voice ► Loud, whiny, mumbles, overly soft, clear, appropriately firm, sarcastic, etc § Facial Expression ► Rolling eyes, eye contact, yawning, relaxed, looking away, constant smiling, etc. .

ACTIVITY – BSBCMM 201 A 1. 2 Illustrate in a Table how the above body languages are related to the three communication styles: aggressive, passive and assertive ASSERTIVE Posture Gestures Voice Facial Expressions PASSIVE AGGRESSIVE

Non- verbal communication cont’d Personal appearance – how people wish to be perceived. E. g. untidy appearances could convey a lack of care for self which could be interpreted as a lack of care for customers. ► Punctuality – being punctual for appointments can mutually affect people’s perception of each other’s importance. ► Office presentation – the size, décor, atmosphere and tidiness of an office creates an impression, conveying to clients the self-image of a person or organisation. ► Personal space – the distance between the speaker and the receiver can contribute to discomfort and could promote negative feelings. ►

Listening Skills ► These are vital to the communication process. They enable the employee to establish the customers needs and attitudes. ► There are two main types of listening § Active ► Interest in the conversation and understanding what is being said. e. g. not talking when the speaker is speaking, ignoring distractions, requesting clarification of unclear points. § Reflective ► Tends to listen more to try and understand before responding

LISTENING TYPES ► Question § Which listening type are you?

ASKING QUESTIONS ► In the workplace it is very important to ask questions if you need to: - find out more information clarify a task that has been given to you or check whether the other person has understood what you have said. ► For example, if you are asked to do a task, you might need more information by asking: - When does it need to finished? How long is this likely to take me? How would you like me to do the task? I did not understand what you just said. Would you mind repeating it? -

Questioning Techniques ► Asking the right question can be very useful to any person. § Closed Questions ► Restrictive and require answers like yes or no § Open Questions ► Broad questions and require lengthy answers. ► Question § Create one closed question and one open question of your own.

Questions Cont. ► High gain questions § Extension from open questions and require detailed information. (evaluate, analyse or reflect) ► Leading Questions § These keep the customer focused on the reason for the communication. ► Qualifying Question § To assist in making sure information is correct (clarifying)

Activity Questions – BSBCMM 201 A 1. 2 1. What non verbal messages are being conveyed in the following situations ► ► 2. A person is 10 minutes early to work A person is 15 minutes late to work The office of the boss is filled with marble throughout An employee chews gum Explain three techniques that could improve your listening skills 3. How has this slide presentation prepared you for working in an office environment?