TYPES OF COMMUNICATION

What are the most common ways we communicate?

Written Word

Main communication skills used in counseling/health setting

1.non verbal skills a. Listening b. Facial expressions c. Other NVS (head nodding ) 2.Verbal skills: Checking understanding Asking questions Answering questions

Some definitions:
Verbal Communication: using spoken words to transmit and/or exchange/evoke shared understanding Non-Verbal Communication: using anything but spoken words to transmit and/or exchange/evoke shared understanding (eg. posture, gaze & gesture) Paralinguistics: features of vocal sound which embellish or emphasise meaning (eg. tone of voice)

Paralinguistics:
Tone: conveyed em0tion (eg. Angry voice) Emphasis: raising or lowering voice for a particular word Intonation (Inflection): modulation (variation) of sound (timbre) eg. whisper or shout

Types of Communication
Verbal-oral expression (speaking of words)/audio, transmission of messages. Non-Verbal communication use of signs, signal orientation/animation of body, written words to transmit messages from one source to the other. It is the sum total of ways in which we transmit information without using words. It also includes the paralinguistic i.e. volume, rate of voice etc).

Three elements of communication Visual 55%(body language) Vocal 38% (tone, tempo, volume) Verbal 7% (words)

Non verbal Communication

Communication through any other means except words. It includes facial expression, eye contact, body language and the way we wear our clothes or the silence we keep. NON-VERBAL symbols are four times more effective than VERBAL ones. A person can stop speaking, but he cannot stop communicating with his body.

Nonverbal Behaviors Convey Their True Feelings

Nonverbal actions communicate more than words.

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Nonverbal Behaviors Cont

Facial expressions such as smiles or clenched jaw Voice quality such as tone, level, or rapid speech Physiological responses such as rapid breathing or blushing

Nonverbal Behaviors Cont

Body motions such as posture and gesture
Physical traits such as weight or complexion General appearance such as grooming and dress

Non-verbal communication
Through signs & symbols. Non-verbal can go without verbal communication. Verbal cant go without nonverbal communication.

Function of non-verbal communication

Used to repeat the verbal message Compliment the verbal message Substitute for verbal message

Do you know what you are saying?

Importance of Eye contact

It shows your interest in your audience. It indicates your straightforwardness . It adds facial expression to the message. It provides feedback to you on your impact on the audience.

What else we do with our eyes: Eye Contact/Movement

When we speak face to face the following occurs with our eyes: The speaker looks away as they open speech The listener looks at the speakers eyes When speaker about to finish, they flash a glance and the roles reverse If process is interrupted (eg. dark glasses), then the conversation becomes disjointed Eyes control role taking turns in a conversation* (a similar process takes place on the phone using paralinguistics).
Do AMRCs: Kendon (1967) & Argle (1968)
* This applies to both 1-2-1 and a group conversation

How do we use facial expression to embellish communication?

Do exercise supplied:

Face Expression adds an emotion to communication

Facial expression is a human universal (from birth, except Fear that comes from 6mths onwards) and therefore they are inherited not learned (nature vs nurture) The only other species are Primates Facial expressions involve many muscles and are involuntarily connected to how we really feel (we cant fake it!) A smile takes 17 muscles and a frown 47 muscles

Hands
Of all body parts the hands are probably used most for communicating non-verbally. Hand waves are used for greeting, beckoning or farewells. Arms behind back, hands grasped is a sign of ease and control. Arms in front, hands grasped, common practice in most Asian countries, is a sign of mutual respect for others.

Gestures and Touch

(gesticulation: to make gestures)

Watch a person on the telephone, why do they do this even if they cant be seen?

Some hand gestures work well without context or words!

Personal space
In social interaction, a zone of 4 feet to 12 feet is maintained when the situation is formal. This is called social distance. In public gathering distance is normally 12 feet to 30 feet. Space distancing differs from culture to culture.

Silence
Silence can put a positive or negative influence in the communication process. It can create tension and uneasiness or create a peaceful situation. Silence can be judgmental by indicating agreement or disagreement.

Handshakes
What do handshakes tell you about people ? There are three main conventions ..the way you extend the hand. ...the way you apply the pressure. the length of time you shake the hand.

The actual words!!!!!

Research suggests shared communication is about: 7% The words (verbal) 38% How you say it (vocal Inflections) 55% What you look like Appearance/gesture/gaze, posture (body language) and situational factors (attribution & context of interaction)

Body Language
To communicate using our body Posture: Open, closed and mirror/echo Usually unconscious interaction, but experts can read and/or take advantage especially postural echo (put a person at ease) Some other interactions like/lie etc Do AMRC: McGinley (1975) + evaluation

Body Language
Some questions: Do these three all know each other? Are two of them together?

How do you know?

We make a lot of assumptions based on body language and they are often correct!!!

Touch to embellish communication

Touch with hand or arm are a very powerful addition to communication Various types: controlled by proximity to intimate erogenous zones and culture (think of how you formally greet and how you greet friends and family etc)
Do AMRC p33: Fisher et al, (1976).. Evaluation consider inter/intra gender issues

Personal space
Consider a concept like personal space:
(Roughly half an arm, within an arm and over an arms length away)

Q) When speaking privately to you, what limit of 1. An intimate friend 2. An acquaintance 3. A stranger

closeness to your face would you expect from the following?

>1 m <1 m

<0.5m

How do you feel if someone violates your social space? And consider age/gender (own/different)

Personal space and culture/status

Some cultures stand much closer to talk they think we are Unfriendly Also status: the more respect the greater the distance Do AMRCs p36: Summer (1969) & Zahn (1991) and evaluate

Communication: How important are the actual words?

Eye Contact Sound of voice:
Tone Facial Expression Emphasis Intonation

Body Posture + The Situation

Hand Gestures Touch Personal Space + General Appearance

What have we left out?

Improving Body Language Tips

Keep appropriate distance Touch only when appropriate Take care of your appearance Be aware - people may give false cues Maintain eye contact Smile genuinely

Verbal and Nonverbal Encouragements : Definitions

Verbal and Nonverbal encouragements involve the use of words, phrases and gestures that indicate attention and the wish for the person to continue speaking

Active Listening?
Active listening is listening to another person in a way that communicates understanding, empathy and interest It is different from hearing It requires energy, skill and commitment Makes the speaker feel important, acknowledged and empowered

Active/effective Listening
Paying attention Use of body language Use of minimum encouragers Staying tuned Observing non-verbal language Constructive use of silence Avoiding interruptions Understanding meanings and feelings behind non-verbal and verbal cues (volume, quality of spoken words).

Six golden rules of listening

1. 2. 3. 4. 5. Do not interrupt Do not rush to give advice Do not encourage dependence Do not be afraid of silence Do not take the client/patient for granted 6. Do not assume you understand

Examples of non verbal skills:

1. Facial expressions e.g. Eye contact Smiling Laughing Frowning Showing surprise

cont. Non- verbal skills

2.Other NVS: Head Nodding Tapping and touch Silence

Positive Body Language

3. Body language includes: Posture of the body Leaning forward Gestures Space Seating Barriers

Cont.
Active listeners use body language to indicate respect, interest and empathy Body language may have different meanings in different communities or cultures

Assign 1:
Identify potential barriers to communication and how to overcome them in different clinical setting (refer clinic, ER, private practice)

Questions

Thank You.