Verbal and Non- Verbal Communication-1.pptx

Business Communication

1. Verbal and Non- Verbal Communication By: Mahnoor S. Mufti

2. TOPICS TO BE COVERED TODAY: VERBAL COMMUNICATION NONVERBAL COMMUNICATION

3. What is a Verbal Communication? Verbal communication is any communication that uses words to share information with others. These words may be both spoken and written. Verbal communication is the use of words to share information with other people. It can therefore include both spoken and written communication.

4. However, many people use the term to describe only spoken communication. The verbal element of communication is all about the words that you choose, and how they are heard and interpreted.

5. There are a large number of different verbal communication skills. They range from the obvious (being able to speak clearly, or listening, for example), to the more subtle (such as reflecting and clarifying). This page provides a summary of these skills, and shows where you can find out more. Clarity of speech, remaining calm and focused, being polite and following some basic rules of etiquette will all aid the process of verbal communication.

6. It is important to remember that effective verbal communication cannot be fully isolated from non-verbal communication:  your body language, tone of voice, and facial expressions, for example.

7. Opening Communication In many interpersonal encounters, the first few minutes are extremely important. First impressions have a significant impact on the success of further and future communication. When you first meet someone, you form an instant impression of them, based on how they look, sound and behave, as well as anything you may have heard about them from other people.

8. Basic Verbal Communication Skills: Effective Speaking and Listening

9. Effective speaking Effective speaking involves three main areas: the words you choose, how you say them, and how you reinforce them with other non-verbal communication . It is worth considering your choice of words carefully. You will probably need to use different words in different situations, even when discussing the same subject. For example, what you say to a close colleague will be very different from how you present a subject at a major conference.

10. Active listening  Active listening is an important skill. However, when we communicate, we tend to spend far more energy considering what we are going to say than listening to the other person . Effective listening is vital for good verbal communication. There are a number of ways that you can ensure that you listen more effectively.

11. Compone nts for Effective Speaking Be prepared to listen . Concentrate on the speaker, and not on how you are going to reply. Keep an open mind  and avoid making judgements about the speaker. Concentrate on the main direction of the speaker’s message . Try to understand broadly what they are trying to say overall, as well as the detail of the words that they are using. Avoid distractions  if at all possible. For example, if there is a lot of background noise, you might suggest that you go somewhere else to talk .

12. Be objective not influenced by personal feelings or opinions in considering and representing facts. Do not be trying to think of your next question  while the other person is giving information. Do not dwell on one or two points at the expense of others . Try to use the overall picture and all the information that you have. Do not stereotype the speaker . Try not to let prejudices associated with, for example, gender, ethnicity, accent, social class, appearance or dress interfere with what is being said

13. Improving Verbal Communication There are a number of tools and techniques that you can use to improve the effectiveness of your verbal communication. These include: reinforcement , reflection, clarification, and questioning.

14. Reinforcement Reinforcement is the use of encouraging words alongside non-verbal gestures such as head nods, a warm facial expression and maintaining eye contact. All these help to build rapport and are more likely to reinforce openness in others. The use of encouragement and positive reinforcement can: Encourage others to participate in discussion (particularly in group work ) Show interest in what other people have to say; Pave the way for development and/or maintenance of a relationship; Allay fears and give reassurance; Show warmth and openness; and Reduce shyness or nervousness in ourselves and others.

15. Questioning Questioning is broadly how we obtain information from others on specific topics. Questioning is an essential way of clarifying areas that are unclear or test your understanding. It can also enable you to explicitly seek support from others. On a more social level, questioning is also a useful technique to start conversations, draw someone into a conversation, or simply show interest. Effective questioning is therefore an essential element of verbal communication. We use two main types of question:

16. Closed Questions Closed questions tend to seek only a one or two word answer (often simply ‘yes’ or ‘no’). They therefore limit the scope of the response. Two examples of closed questions are: “Did you travel by car today?”  and “Did you see the football game yesterday?” These types of question allow the questioner to remain in control of the communication. This is often not the desired outcome when trying to encourage verbal communication, so many people try to focus on using open questions more often. Nevertheless, closed questions can be useful for focusing discussion and obtaining clear, concise answers when needed.

17. Open Questions Open questions demand further discussion and elaboration. They therefore broaden the scope for response. They include, for example, “What was the traffic like this morning?” “What do you feel you would like to gain from this discussion?” Open questions will take longer to answer, but they give the other person far more scope for self-expression and encourage involvement in the conversation.

18. Reflecting and Clarifying Reflecting is the process of feeding back to another person your understanding of what has been said. Reflecting is a specialized skill often used within counseling, but it can also be applied to a wide range of communication contexts and is a useful skill to learn. Reflecting often involves paraphrasing the message communicated to you by the speaker in your own words. You need to try to capture the essence of the facts and feelings expressed, and communicate your understanding back to the speaker. It is a useful skill because: You can check that you have understood the message clearly. The speaker gets feedback about how the message has been received and can then clarify or expand if they wish. It shows interest in, and respect for, what the other person has to say. You are demonstrating that you are considering the other person’s viewpoint.

19. Summarizing A summary is an overview of the main points or issues raised. Summarising can also serve the same purpose as ‘reflecting’. However, summarising allows both parties to review and agree the message, and ensure that communication has been effective. When used effectively, summaries may also serve as a guide to the next steps forward.

20. Closing Communication The way a communication is closed or ended will, at least in part, determine the way a conversation is remembered. People use both verbal and non-verbal signals to end a conversation. Verbal signals may include phrases such as: “Well, I must be going,”  and “Thank you so much, that’s really helpful.” Non-verbal conclusions may include starting to avoid eye contact, standing up, turning away, or behaviours such as looking at a watch or closing notepads or books. These non-verbal actions indicate to the other person that the initiator wishes to end the communication. People often use a mixture of these, but tend to start with the non-verbal signals, especially face-to-face. On the telephone, of course, verbal cues are essential. Closing an interaction too abruptly may not allow the other person to 'round off' what he or she is saying so you should ensure there is time for winding-up. The closure of an interaction is a good time to make any future arrangements. Last, but not least, this time will no doubt be accompanied by a number of socially acceptable parting gestures .

21. What is Non Verbal Communication? A substantial portion of our communication is nonverbal. In fact, some researchers suggest that the percentage of nonverbal communication is four times that of verbal communication, with 80% of what we communicate involving our actions and gestures versus only 20% being conveyed with the use of words . Every day, we respond to thousands of nonverbal cues and behaviors, including postures, facial expressions, eye gaze, gestures, and tone of voice. From our handshakes to our hairstyles, our nonverbal communication reveals who we are and impacts how we relate to other people.

22. 9 Types of Nonverbal Communication Scientific research on nonverbal communication and behavior began with the 1872 publication of Charles Darwin's  The Expression of the Emotions in Man and Animals . Since that time, abundant research has been conducted regarding the types, effects, and expressions of unspoken communication and behavior.

23. While these signals can be so subtle that we are not consciously aware of them, research has identified nine types of nonverbal communication. These nonverbal communication types are facial expressions, gestures, paralinguistics (such as loudness or tone of voice), body language, proxemics or personal space, eye gaze, haptics (touch), appearance, and artifacts.

24. Facial Expressions Facial expressions are responsible for a huge proportion of nonverbal communication . Consider how much information can be conveyed with a smile or a frown. The look on a person's face is often the first thing we see, even before we hear what they have to say. While nonverbal communication and behavior can vary dramatically between cultures, the facial expressions for happiness, sadness, anger, and fear are similar throughout the world.

25. Gestures Deliberate movements and signals are an important way to communicate meaning without words . Common gestures include waving, pointing, and giving a "thumbs up" sign. Other gestures are arbitrary and related to culture Nonverbal communication via gestures is so powerful and influential that some judges place limits on which ones are allowed in the courtroom, where they can sway juror opinions. An attorney might glance at their watch to suggest that the opposing lawyer's argument is tedious, for instance. Or they may roll their eyes during a witness's testimony in an attempt to undermine that person's credibility. .

26. Paralinguistics Paralinguistics refers to vocal communication that is separate from actual language .  This form of nonverbal communication includes factors such as tone of voice, loudness, inflection, and pitch. Consider the powerful effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of voice, listeners might interpret a statement as approval and enthusiasm. The same words said in a hesitant tone can convey disapproval and a lack of interest.

27. Body Language and Posture Posture and movement can also provide a great deal of information, with popular media focusing on the over-interpretation of defensive postures such as arm-crossing and leg-crossing, especially after the publication of Julius Fast's book  Body Language . While these nonverbal communications can indicate feelings and  attitudes, research suggests that body language is far more subtle and less definitive than previously believed.

28. Proxemics People often refer to their need for "personal space." This is known as proxemics and is another important type of nonverbal communication . The amount of distance we need and the amount of space we perceive as belonging to us are influenced by several factors. Among them are social norms , cultural expectations, situational factors, personality characteristics, and level of familiarity.

29. Eye Gaze The eyes play a role in nonverbal communication, with such things as looking, staring, and blinking being important cues. For example, when you encounter people or things that you like, your rate of blinking increases and your pupils dilate. People's eyes can indicate a range of emotions, including hostility, interest, and attraction. People also utilize eye gaze as a means to determine if someone is being honest . Normal , steady eye contact is often taken as a sign that a person is telling the truth and is trustworthy. Shifty eyes and an inability to maintain eye contact, on the other hand, is frequently seen as an indicator that someone is lying or being deceptive.

30. Appearance Our choice of clothing, hairstyle, and other appearance factors are also considered a means of nonverbal communication. 10  Research on color psychology has demonstrated that different colors can evoke different moods. Appearance can also alter physiological reactions, judgments, and interpretations. Just think of all the subtle judgments you quickly make about someone based on their appearance. These first impressions are important, which is why experts suggest that job seekers dress appropriately for interviews with potential employers.

31. Culture is an important influence on how appearances are judged. While thinness tends to be valued in Western cultures, some African cultures relate full-figured bodies to better health, wealth, and social status.

32. Nonverbal Communication Examples Nonverbal Communication at Home: Greeting your child with a smile when they walk into the room to show that you're happy to see them Leaning in when your loved one speaks to show that you are listening and that you are interested in what they're saying Shoving your fist into the air when you're upset that something isn't working

33. Nonverbal Communication in the Workplace You can also find nonverbal communication in the workplace. Examples of this include: Looking co-workers in the eye when speaking with them to be fully engaged in the interaction Throwing your hands in the air when you are frustrated with a project Using excitement in your voice when leading work meetings to project your passion for a specific topic Walking down the hall with your head held high to convey confidence in your abilities

34. Nonverbal Communication in Other Situations Here are a few additional examples of nonverbal communication that say a lot without you having to say anything at all: Greeting an old friend at a restaurant with a hug, handshake, or fist bump Placing your hand on someone's arm when they are talking to you at a party to convey friendliness or concern Rolling your eyes at someone who is chatting excessively with a store clerk as a line begins to form Scowling at someone who has cut you off in traffic, or "flipping them the bird"

35. https://www.youtube.com/watch?v=akfatVK5h3Y

36. Interview Skills By: Mahnoor Shahid Mufti

37. What is an interview? The interview is a conversation in which you and an employer exchange information. OR An interview is a structured conversation where one participant asks questions, and the other provides answers. In common parlance, the word "interview" refers to a one-on-one conversation between an interviewer and an interviewee.

38. What are interview skills ? Interview skills are skills or actions that allow a person to be more effective throughout the interview process for a new position. Not all interview skills are conventional; rather, many interview skills help candidates prepare for the interview and guide them as they participate in job interviews. Acing job interviews requires in-depth preparation as well as the ability to feel comfortable and confident when discussing your skills, experience and qualifications with hiring managers.

39. Objective of the Interview Your objective is to get an offer of a job, and the employer's objective is to find out the following: What you have to offer (your skills, abilities, basic knowledge). Who you are (your personality, character, interests). Why you should be hired (you have what they are seeking). The interviewer will try to determine whether you will be an asset to the organization.

40. Your goal is to present yourself as the best candidate for the position and also to learn more about the position and the interviewer's organization to determine whether both are well suited for you and your career goals. Thus, the interview is a two-way discussion rather than an interrogation, as it is often perceived to be.

41. The interview is a vital step to obtaining a career position and often depends on your skills in marketing your potential. You need to be ready to answer questions about your career goals and background. You will also want to develop intelligent questions of your own to help you obtain the necessary information for making an informed decision. Furthermore , preparation helps build your self confidence in your interview skills and is the key to successful interviewing

42. Preparing for the Interview You need to get your goals in focus. You need to know what you want, where you want to be, who can employ you and, most importantly, why you will be good at the job you seek. If you are undecided or unsure about the jobs that best match your skills, interests, and background, take time now to assess yourself and explore various career fields. It is very difficult and can be frustrating to conduct a job search if you are unsure about your career options.

43. Know Yourself Most interviews include questions regarding your qualifications, education, campus and community activities, prior work experience, personal characteristics, skills, and career interests. To prepare for answering questions about yourself, think about the following questions: Which personality characteristics and skills do I want to talk about? What job experiences are most relevant to this position? What did I gain from my college education? Focus on those experiences that best sell you for the position for which you are interviewing.

44. Identify your three main strengths. Be able to cite specific examples and apply these strengths directly to the requirements of the position you are seeking. You should also be prepared to state the reasons why you should be hired, what you have to offer the employer, and your interests in the position.

45. Research the Employer and Industry It is important to learn as much as you can about the employer before you interview. By adequately researching the organization, you will have a much better chance of creating a positive impression. The following questions can help guide your research : What are the organization's philosophy and goals? What are the size and structure of the organization ? What are the organization's products and services ?

46. What is the organization known for? What are the geographical locations of its plants, stores, or sales outlets? How well is the organization doing? (growth patterns) Who are the organization's clientele or customers and major competitors? What are the organization's entry-level positions and career paths? What type of training does the organization offer its employees?

47. To obtain information about the employer, read company annual reports, recruiting brochures, promotional materials, job descriptions, trade journals, Wall Street Journal, Fortune, Business Week, and other business publications. Faculty, alumni, friends, and present employees can also be helpful sources of information.

48. DURING THE INTERVIEW First Impressions Count! Be on time. Find out when and where the interview will take place and how to get there. Arrive 10 to 15 minutes early so you can relax. Dress appropriately; that is, according to the standards of the organization. Your appearance should project a conservative, businesslike image and should communicate that you are ready for a professional career. Greet the interviewer by name, with a smile and a firm handshake. Treat secretaries and receptionists in a polite and professional manner. Show your enthusiasm. Enthusiasm, energy, and a sense of humor can help create a good impression. Do not be passive or indifferent.

49. Preparation You should avoid going into an interview unprepared. Doing so may reflect negatively on you as a candidate, and most hiring managers can easily detect applicants who are not prepared. Set aside at least an hour to prepare the day before or on the day of the interview. Here are a few actions to take when preparing: Re-read the job description and determine the most relevant responsibilities and requirements for the position. Come up with several specific answers to potential questions related to the position you're applying for and the duties that will be expected of you. Make a list of the essential aspects of the job so you have it on hand when answering and asking questions during the job interview.

50. Spend several minutes or even hours researching possible interview questions related to the position you're applying for and the industry the company is part of. Look up less specific interview questions that aren't directly related to the job, but may still be asked. For example, practice a few behavioral and situational interview questions. Go over your cover letter and resume you provided to the company to ensure you remember how you initially presented yourself.

51. Practice answering interview questions with a friend or family member so you feel comfortable when answering questions during the actual interview. Prepare several specific examples from your previous job experience, including milestones, challenges and successes. These will support your interview answers and help strengthen your responses. Look over your notes you prepared on the company during the research process to ensure the information is fresh in your mind when going into the interview.

52. Communication Good communication skills are crucial during the job interview process. This includes written, verbal and nonverbal communication skills. A few key tips to keep in mind when communicating with others during an interview include: Address the interview by name and ensure you pronounce the name or names correctly. Begin the interview with appropriate small talk. It's best to come prepared with a few conversation starters that are professional and conducive to an interview setting. Match your communication style to the hiring manager. For example, if the hiring manager is communicating in a professional way, try to match your tone to theirs. If they are more upbeat and offer jokes here and there, don't be afraid to do the same as long as they're appropriate .

53. Avoid interrupting the person you are interviewing when they are speaking. Don't use jargon or abbreviated language when speaking with the interviewer. Try to avoid using speech fillers like "um" and "like." Be aware of your own non-verbal cues to ensure you are presenting yourself in a professional and positive way.

54. Listening Listening skills are another important component of a successful interview experience. It's easy to listen to a person speak, and while doing so to think to yourself how you will respond . Listen attentively when the hiring manager is speaking, paraphrase what they said either in your mind or out loud when appropriate and use nonverbal cues such as nodding, making eye contact and leaning in when the other person is talking.

55. You should also ask for clarification if you misunderstand something that was said to ensure communication is effective. Avoid quickly changing the subject and take note of any nonverbal cues the interviewer is giving you, such as facial expressions and tone of voice, to further understand what's being said.

56. Ask questions Hiring managers often ask candidates if they have any questions during or after the interview. Interviewers look for candidates who ask genuine questions to help them gain a better understanding of the company and the role. Arrive at the interview prepared with a few questions to ask the interviewer that demonstrates a genuine interest in the opportunity and provides a chance to further discuss elements of the job that may not have been covered.

57. Professionalism There are several aspects that go into professionalism, and all of them are important when attending a job interview. To begin, ensure your attire is professional and tasteful and is neatly pressed and clean. Avoid wearing clothes that are too casual, too large or small, too revealing or too flamboyant. Aim for an outfit with neutral colors that match and are not distracting or offensive. If you are unsure of the dress code requirements for the interview, dress in a more formal way to avoid dressing too casually. When arriving at the interview location, use professional language when checking in and greeting the interviewer. Be polite to everyone you come into contact with, including other employees and receptionists. The more polite and professional you are in your actions and words, the more kind and pleasant you can come off to employers .

58. Confidence Confidence has a significant impact on how you are perceived by interviewers . Arrive at the interview ready to discuss your experience, accomplishments and abilities in a confident way that conveys your own belief in yourself to perform the duties of the position you applied for. Work to exude a balanced and kind sense of confidence rather than simply boasting about your qualifications.

59. Showing interest It's important to convey your genuine interest in the position during a job interview. If you give off a sense of disinterest or apathy, the interviewer may think you don't truly want the position or care about the outcome of the interview. Work to show earnest interest in the organization and position and a passion for your work and your abilities to complete the duties of the job.

60. https:// www.youtube.com/watch?v=J2GNRzcyklk https:// www.youtube.com/watch?v=8TBsZBX9GWw