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Using Verbal and Non-verbal Communication
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Copyright 2002 Element K Content LLC. All rights reserved.
Describe Verbal and Non-verbal Communication
Topic Objective:
Describe verbal and non-verbal communication
and the barriers that can interfere with effective
communication.
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Verbal Communication
What is Verbal Communication?
A type of communication that consists of the oral
expression of thoughts, opinions, and emotion through
words.
Elements of Verbal Communication:
Voice quality (a speakers tone of voice).
Style (a combination of vocal pitch, speed, and volume).
Word choice.
Adaptation.
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Non-verbal communication
What is Non-verbal Communication?
A type of communication that consists of body language
and the use of time, space, and touch.
Categories of Non-verbal Communication:
Stationary:
Orientation, proximity, posture, and physical contact.
Active:
Facial expressions, gestures, and eye contact.
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Non-communication
Common Barriers to Communication:
Language.
Stereotyping.
Emotions and feelings.
Noise and distractions.
Poor listening skills.
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Identify Elements of Effective Meetings
Topic Objective:
Identify elements of effective meetings.
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Identify Elements of Effective Meetings (Cont.)

Common Complaints About Meetings:
Unclear purpose.
Key people are no-shows.
Discussion gets off track.
Nothing accomplished.
Predetermined outcome.
Participants either dominate, argue, or dont contribute.
No follow-up on decisions or assignments.
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Meeting Elements
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Guidelines for Managing Meetings

Start and end on time.
Take responsibility for the progress and outcome.
Maintain order and focus.
Keep the discussion on track.
Allow disagreements but dont let them get out of control.
Take notes.
Keep track of assignments so you can follow up.
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Meetings Stages
Orientation:
Begin meeting and ensure participants understand the
purpose of the meeting.
Conflict:
May give participants another point of view to consider.
Agreement:
Ask questions to help participants reach a consensus.
Settle to task:
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Meeting is in full swing.
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Three Rs for Meeting Participants

Be ready, respectful, and receptive!
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Guidelines for Participating in Meetings

Come prepared.
Deal with conflict.
Be polite.
Arrive on time.
Be clear and concise.
Accept defeat.
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Closing the Meeting

Look for an opportunity to summarize the proceedings.
Avoid forcing a decision on issues that are still
undecided.
Repeat the list of tasks assigned and the people who are
responsible for completing them.
Keep the atmosphere positive.
Be open to adopting new ideas.
Credit individuals who present new ideas.
Summarize your notes and action items.
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Identify Elements of Effective Presentations
Topic Objective:
Identify elements of effective presentations.
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Presentation Basics
Follow the same format as other types of business
communication:
Introduce your message.
Deliver your message.
Summarize your message.
Most business presentations should take no more than 30
minutes unless the content is highly complex.
Project a positive image and commitment to your
message.
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Engage the audience.
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Four Ps of Effective Presentations

Plan.
Prepare.
Practice.
Present.
Tips for Delivering Your Presentation:
Control your vocal rhythm, pitch, and volume.
Keep your voice tone upbeat and cheerful.
Project enthusiasm.
SD
Make eye contact with your audience.

If something bad happens, gloss over it and keep going.
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Types of Presentations
Sales presentations.
Informational presentations.
Demonstration presentations.
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Sales Presentations
What is a Sales Presentation?
A presentation delivered by a business professional for the
purpose of selling a product or service to a potential buyer.
Tips for Delivering Sales Presentations:
Structure your information with an outline.
Keep to your allotted time.
Know your potential buyers goals and objectives.
Know your strengths; dont bash the competition.
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Informational Presentations
What is an Informational Presentation?
purpose of providing facts, figures, or recommendations to
others to solve a problem.
Tips for Delivering Informational Presentations:
Match your communication style to your audience
(technical, non-technical, and so on).
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Demonstration Presentations
What is a Demonstration Presentation?
purpose of showing others how a product or service works.
Tips for Delivering Demonstration Presentations:
Run through your demonstration before hand to be sure
everything works.
Be clear about what you are demonstrating and why.
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Save questions until after the demonstration.

OV 4 - 20
Read Body Language
Topic Objective:
Read body language so that you can send the
messages you intend and understand the
messages you receive.
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Body Language Features

Stationary:
Orientation.
Proximity.
Posture.
Physical contact.
Active:
Facial expressions.
Gestures.
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Eye contact.
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Stationary Features
What Are Stationary Features?
Body language features that are characterized by little or
no movement.
Orientation (your bodys physical position in relation to
another person).
Proximity (your bodys physical distance from another
person).
Posture.
Physical contact.
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Body Posture Interpretations
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Active Features
What Are Active Features?
Body language features that are characterized by motion.
Facial expressions.
Gestures.
Eye contact (or lack of eye contact).
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What Do These Expressions Say?
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Lesson Summary
Understand verbal and non-verbal

communication.
Identify elements of effective meetings.
Identify elements of effective presentations.
Read body language.
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Ov 4

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Using Verbal and Non-verbal Communication

Describe Verbal and Non-verbal Communication

Identify Elements of Effective Meetings

Identify Elements of Effective Meetings (Cont.)

Guidelines for Managing Meetings

Meeting is in full swing.

Three Rs for Meeting Participants

Guidelines for Participating in Meetings

Closing the Meeting

Identify Elements of Effective Presentations

Engage the audience.

Four Ps of Effective Presentations

Make eye contact with your audience.

Save questions until after the demonstration.

Read Body Language

Body Language Features

Body Posture Interpretations

What Do These Expressions Say?

Understand verbal and non-verbal

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