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Communication

FdA Business and Management Introduction to Management. Communication. At the end of this session you will be able to: Use and understand non verbal communication (NVC). Learning Outcomes. ‘Six Management Skills’. Leading People Managing Change Meeting Customer Needs

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Communication

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  1. FdA Business and Management Introduction to Management Communication

  2. At the end of this session you will be able to: Use and understand non verbal communication (NVC) Learning Outcomes

  3. ‘Six Management Skills’ • Leading People • Managing Change • Meeting Customer Needs • Managing Information and Knowledge • Managing Activities and Resources • Managing Yourself

  4. Communicationis it all just in the spoken word?

  5. Professor Albert Mehrabian 7% of meaning is in the words that are spoken 38% of meaning is paralinguistic (the way that the words are said) 55% of meaning is in facial expression.

  6. Professor Albert Mehrabian Is he right? Be careful: applies to communications of feelings and attitudes.

  7. BODILY SPEAKING… • According to the social anthropologist, Edward T. Hall, in a normal conversation between two persons, less than 35% of the social meanings is actually transmitted by words. • So, at least 65% of it is conveyed through the body (non-verbal channel).

  8. What are these saying?

  9. The positive Image body language (particularly facial expressions and gestures) eye contact, proximity and posture

  10. Nonverbal Communication Studies show that over half of your message is carried through nonverbal elements: • Your appearance • Your body language • The tone and • the pace of your voice.

  11. Projecting a Powerful Image How would you like to sound? How would you like to look? How did you look & sound ?

  12. The name of the difference is the “image gap”

  13. Image Gap Projecting an image that is consistent with the person you want to be significantly improves your ability to develop trust & rapport

  14. Projecting a Powerful Image Total image consists of: • The first impressions you project • The depth of your knowledge • The breadth of your knowledge • Your enthusiasm.

  15. First Impression First impression includes: • Dress & grooming • Voice • Handshake • Eye contact • Body posture • Tardiness

  16. Depth of Knowledge Depth of knowledge: in the area of expertise • This refers how well you know your subject? • How well do you know your company? • Does the depth of your knowledge project credibility and command respect from your employees or do they say “I could do her job as well as she can”

  17. Breadth of Knowledge Breadth of Knowledge: This area deals with your ability to converse with others in fields outside your area of expertise. • The latest development in world events? • Popular books and movies? • Arts? Hobbies? Different interest areas?

  18. Enthusiasm Most people like to work with others who are enthusiastic about their work. Enthusiastic people seem to work harder, longer and more accurately than those who are not enthusiastic. Enthusiasm is a projected behavior to others and makes others enthusiastic and vice-verse

  19. Eyes Windows of the soul, excellent are indicators of feelings. • According to one idea, called the cooperative eye hypothesis, the distinctive features that help highlight our eyes evolved partly to help us follow each others' gazes when communicating or when cooperating with one another on tasks requiring close contact

  20. Be careful, not everyone is the same for some it is reversed

  21. Closed eyes • bored or sleepy in Europe/America • “I’m listening and concentrating.” in Japan, Thailand, China

  22. EYES • Eye contacts • Encouraged in America, Canada, Europe • Rude in most Asian countries and in Africa • Raising eyebrows • “Yes” in Thailand and some Asian countries • “Hello” in the Philippines • Winking eye • Sharing secret in America and Europe • flirtatious gesture in other countries

  23. The Face The Hands The Arms and Legs

  24. Common Gesture ClustersOpenness: Several gestures indicate openness and sincerity • Open hands, • unbuttoned coal or collar, • leaning slightly forward in the chair, • removing coat or jacket, • uncrossing arms and legs, • moving closer.

  25. Common Gesture ClustersDefensiveness: People who are defensive usually have • a rigid body, • arms or legs tightly crossed, • eyes glancing sideways or darting occasionally • minimal eye contact • lips pursed, fists clenched and downcast head

  26. Common Gesture ClustersBoredom or Impatience These unproductive feelings are usually conveyed by the • Drumming of fingers • Cupping the head in the palm of the hand, • Foot swinging • Brushing or picking a lint • Looking at your watch or the exit.

  27. Common Gesture ClustersEnthusiasm This is an emotion hat you love to see in other people and they in you. It is conveyed by • A small upper or inward smile • Hands open and arms extended outward • Eyes wide an alert • A lively and bouncy walk • A lively and well-modulated voice.

  28. The End

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