MC 100 PRESENTATION GROUP 8 : LECTURE A Discuss how understanding non verbal communication can avoid miscommunication at workplace.

(Min 4 forms of non-verbal)

Cheryl Kong Tsen Kee Lin Yeong Sze Ern Mavic Ong Lim Sze Yee Chang Pei Yee Vanessa Lee Wong Xin Huei Chik Tzen Hong Johannan Sim Samuel Chan

NON VERBAL COMMUNICATION

A process of communication without words. Functions of non-verbal communication :

Integrating with verbal messages Forming impressions Defining relationships Structuring conversation Influencing and deceiving Expressing emotions

(Guerrero & Hecht; 2006, Burgoon & Hoobler, 2002; Burgoon &Bacue; 2003, Afifi, 2007)

Types of Non Verbal Communication

There

are 5 types of non-verbal communication :

Eye contact Facial expression Space & territory Posture & gesture Physical appearance

Eye Contact
Looking into peoples eyes Cheapest & most effective means of contact Answer critical questions such as :

Is he/she paying attention to what I say? Does he/she find me attractive?

Eye Contact (ctd.)

Benefits of understanding eye cues in workplace :

Know when to stop talking
Visually inclined people will prefer less talking. By knowing eye cues, we will have higher chance to make successful business.

Connect with others

Watching others attentively helps you to connect with him/her.

Understand different cultural interpretations

Looking in the eyes of others can be interpreted differently in Western and Eastern culture.

Facial Expression

Complex set of muscles, bones, and nerves

at least 80 facial muscles - >7000 expressions

Communicate attitude, emotions, intentions Hardest things to notice in non verbal communication

avoid miscommunication by studying and identifying Facial Expression

Facial Expression (ctd.)

Darvins Theory of Emotional Expression

Use and recognition of facial expressions to convey certain basic human emotions is part of human evolved nature, genetically inherited Arguments : dependent on social learning or conditioning (Culture Oriented)

Facial Expression (ctd.)

Universal Facial Expression 1. Happiness
round eyes, smiles and raised cheeks

Facial Expression (ctd.)

2. Sadness
area around mouth and eyes

Facial Expression (ctd.)

3. Anger
Lower eyebrow and stare intensity

Facial Expression (ctd.)

4. Fear
around eyes, open mouth

Facial Expression (ctd.)

5. Surprise
raised eyebrows, wide open eyes and open mouth

Facial Expression (ctd.)

6. Disgust
wrinkled nose, lowered eyelids and eyebrow, raised upper lip

How to Avoid Miscommunication?

By identifying the different type of expressions Look first before starting a conversation

Ask a friend to take a picture of you when youre having a conversation Look at all the non-verbal cues including body posture, eye contact and listening to their voice

How to Avoid Miscommunication?

To avoid any arguments between colleagues To have a good relationship with clients, colleagues and with the boss To know whether the person is telling the truth or lies

Space & Territory

Space & Territory (ctd.)

Definition
the personal space around the body includes a number of concentric circles where the closer areas are reserved for more trusted people.

Space & Territory (ctd.)

Different individual have meaning to personal space and territory Example

The size of physical area Proximity to another person Obstacles between you and the person whom you are speaking

Space & Territory (ctd.)

to 1 feet 1 to 4 feet 4 to 12 feet Intimate communication with friends Casual conversation with friends and coworkers Formal conversation with business associates Speeches and presentations to groups

More than 12 feet

Space & Territory (ctd.)

How To Avoid Miscommunication?

Divide offices into personal and impersonal areas Communicators are on the same physical level- sitting or standing Know the distance or personal space between communicators

Posture
Postures are also called illustrators. It can affect how we perceive a person through posture, stance, bearing and subtle movements and vice versa. When listening/communicating with others we should watch over our posture Understanding ones posture in the big picture not only one slight movement but the whole of the persons actions in the respective surrounding.

Posture (ctd.)
A person might be seen as reserved or hostile when he or she crossed his or her arms or legs. That may not be the truth as he or she feels cold or uncomfortable. Asians would usually keep a distance between people when they first meet someone or anyone. This does not mean they are arrogant or conservative or shy. Sitting or leaning back as in is seen as you are not interested in what the other party said.

Gesture

Gestures are innate in us and we use them in our daily lives as they can express how we feel. Gestures can be used to convey specific messages that have linguistic translation . It is also generally widely understood even they might carry different meanings in other cultures. People do also use gestures that do not have specific meanings but to emphasize a persons word. Gestures are innate in us and we use them in our daily lives. They can express how we feel.

Gesture (ctd.)

The sign language of thumbs up among Malaysian means to praise or to compliment one has done a great job while it means the exact opposite in Thailand. Nails is interpreted as nervous but it may be ones habit Although OK sign is made to seen as a positive gesture in the U.S but in some other cultures, it is seen as a vulgar gesture.

How to Avoid Miscommunication?

We must first recognized different gestures of other cultures, races and nationality as the meaning of gestures can very different across culture and religion . Understanding different meaning of posture and gesture in difference cultures, beliefs, habits, and norms can avoid misunderstanding.

How to Avoid Miscommunication?

To avoid misunderstanding to happen, we have to be careful of how we project our actions. Always ask when there confusion arises to avoid miscommunication. Keep an open mind as the world can be very diverse in many ways.

Physical Appearance

Vital element to convey a message successfully. Decent physical appearance form positive image and good impression.
Vital in workplace : healthy relationship with colleagues. Colour Clothings & Neatness Hairstyles Use of cosmetics

Few components includes

Physical Appearance (ctd.)

A) Colour
Different colors elicit different mood in people. Colour coordination affects perceptions and behaviors Eastern and Western cultures might define colours differently. Kanner (1989) : Black powerful, brown lack sufficient authority, green elicit negative response [example in courtroom]

Physical Appearance (ctd.)

Clothing & Neatness

Affect peoples perception about your social class, seriousness, attitude and sense of style. Blue collared workers : uniforms / casual White collared workers : formal / semi-formal Some companies have Casual Fridays Interview sessions : formal attire

Physical Appearance (ctd.)

Hairstyles
Any hairstyle that is neat and tidy is appropriate. Conservative employers usually prefer male worker with short hair.

Physical Appearance (ctd.)

Use of Cosmetics & Body Adornment

Usually allowed for male and female. Tattoo and unnecessary piercings affect impression.

How to Avoid Miscommunication?

Try to understand the colour of dressing in certain culture, countries and region. Wear appropriate attire in certain places. Over radical hairstyles such as Mohawk and Punk will lead you to be labeled as immature and refusal to conform to social norms. Too much cosmetics: Negative Image Too much jewellery: Jealousy If there is any tattoo, try covering them in workplace to create a better image

Conclusion
Non verbal communication is as important as verbal communication in workplace. Being able to encode and decode non verbal cues successfully will bring harmony & job satisfaction. Relationship with colleagues and employers will be much better if we master non verbal communication.