Nonverbal Communications - Body Motion - Smell - Paralanguage - Touching - Classifications

NONVERBAL COMMUNICATION
Let’s further examine probably the most important way we communicate. It’s not writing, it’s not speaking, but it’s nonverbal communication. Some believe that as much as 85 percent of our communicating is done nonverbally. What is nonverbal communication? The best way to describe it is to list the classifications of nonverbal communication.


NONVERBAL COMMUNICATION CLASSIFICATIONS

Body Motion — Using your body to communicate. Examples would be shrugging your shoulders, crossing your arms, kicking the dirt, and pounding your fist on a desk. This is typically what we think of when we talk about nonverbal communication.


Proxemic — The use of space. Whether someone stands close to you or not and whether you want him/her to stand close to you or not sends a message. We value our personal space—and if someone we don’t want near us stands near us—it sends a message of intimidation.


Olfaction — Smell. If someone uses too much perfume or cologne, it sends a “notice me” message. If someone’s odor is unpleasant, it implies that his or her physical hygiene is not good.


Paralanguage — This includes sounds, but not words—for example, yawning, laughing, and crying. Also, it includes voice inflection. You can give the same words different meanings by bringing your voice up or down in pitch, softer or louder, etc.


Touching — When someone touches us it sends a message—either we like it or not, we feel comfortable with it or not, etc.


Artifacts — These are physical factors like the clothing we wear, the color of our hair, how tall we are, etc.

One of the most important times that a person should be aware of nonverbal communication is in a job interview. As much as we might think, “I’m not removing my nose ring for the interview, employers should accept me for who I am.” Dream on!!!

There are acceptable nonverbal workplace practices related to such things as how you dress, how you sit in a chair, how you wear your hair, the words you use, your attitude, etc. We shouldn’t kid ourselves into thinking that workplaces accept every kind of nonverbal message. For example, many businesses have guidelines about visible tattoos. I am aware of a bank that will not allow any employee who has an exposed tattoo to deal directly with customers. You might think, “Oh, come on,” but companies are allowed to set up nonverbal guidelines that are appropriate for the workplace.

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Types of Communication and Characteristics / Spoken / Written / Nonverbal / Aural

TYPES OF COMMUNICATION

Listed below are the four types of communication and their characteristics:


Spoken communication — using the spoken word to communicate

It’s fast
It’s temporary (unless recorded)
It uses inflection (people can tell how you feel by the tone of your voice!)

Written communication — communicating in written form

It’s time consuming
It’s permanent (that’s why contracts are put in writing)
It loses the advantages of inflection (although you can use punctuation marks—they just aren’t as effective in relaying tone as voice inflection)

Nonverbal communication — communicating through methods such as body motion, physical appearance, etc. (we will discuss nonverbal communication in more detail in just a minute)

Most important way in which we communicate
Oftentimes done unconsciously
Has geographic and cultural overtones (in some countries, it’s appropriate to shake hands when meeting someone for the first time, in other countries you simply bow, etc.)

Aural communication — listening

The ability to listen, not just hear. Hearing is purely physiological. Listening is the ability to interpret what you hear

It is important not just to emphasize what is communicated, but the form that the communication takes.

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Communicating with People with Disabilities: Disability Facts

COMMUNICATING WITH PEOPLE WITH DISABILITIES

Below is an article that discusses issues related to communicating with people who have disabilities.

Communicating with People with Disabilities

Produced by Adaptive Environment Center under contract to Barrier Free Environments, NIDRR grant#H133D10122

Please note: This material is based in part on Achieving Physical and Communication Accessibility, a publication of the National Center for Access Unlimited, and Community Access Facts, an Adaptive Environments Center publication.

Employees or customers who have disabilities will feel most comfortable at your place of business if you consider these suggestions for effective communication:

Disability Facts: General Considerations

Do not be afraid to make a mistake when meeting and communicating with someone with a disability. Try following the suggestions below. Imagine how you would react if you were in similar situations. Keep in mind that a person who has a disability is a person, and, like you, is entitled to the dignity, consideration respect, and rights you expect for yourself.

Disability Facts: How to Treat People with Disabilities

Treat adults as adults. Address people with disabilities by their first names only when extending the same familiarity to all others present. (Never patronize people by patting them on the head or shoulder.)
Relax. If you don't know what to do, allow the person who has a disability to put you at ease.

Disability Facts: Offering Assistance and How to Help

If you offer assistance and the person declines, do not insist. If it is accepted, ask how you can best help, and follow directions. Do not take over.
If someone with a disability is accompanied by another individual, address the person with a disability directly rather than speaking through the other person.

Disability Facts: "People First" Terminology

Place the person before the disability. Say "person with a disability," rather than "disabled person."

Disability Facts: How to Talk about the Disabled

Avoid referring to people by the disability they have, i.e.., "an epileptic," "blind people". A person is not a condition Rather, refer to "a person with epilepsy," or "people who are blind."

Disability Facts: Wheelchairs

People are not "bound" or "confined" to wheelchairs. They use them to increase their mobility and enhance their freedom. It is more accurate to say "wheelchair user" or "person who uses a wheelchair."

Disability Facts: Physical Disabilities

Do not make assumptions about what a person can and cannot do. A person with a physical disability is the best judge of his or her own capabilities.
Do not push a person's wheelchair or grab the arm of someone walking with difficulty, without first asking if you can be of assistance. Personal space includes a person's wheelchair, crutches, or other mobility aid.
Never move someone's crutch, walker, cane, or other mobility aid without permission.
When speaking to a person using a wheelchair for more than a few minutes, try to find a seat for yourself so the two of you are at eye level.

Disability Facts: Visual Disabilities

Identify yourself when you approach a person who is blind. If a new person approaches, introduce him or her.

It is appropriate to touch the person's arm lightly when you speak so that he or she knows you are speaking to him or her.

Face the person and speak directly to him or her. Use a normal tone of voice.
Don't leave without saying you are leaving.

If you are offering directions, be as specific as possible, and point out obstacles in the path of travel. Use clock cues ("the door is at 2 o'clock").

Alert people who are blind or visually impaired to posted information.
Never pet or otherwise distract a guide dog unless the owner has given you permission.

You may offer assistance if it seems needed, but if your offer is declined, do not insist. If your offer is accepted, ask the person how you can best help.

Disability Facts: Hearing Disabilities

Ask the person how he or she prefers to communicate.

Disability Facts: Speaking with an Interpreter

If you are speaking through an interpreter, remember that the interpreter may lag a few words behind - especially if there are names or technical terms to be finger spelled - so pause occasionally to allow him or her time to translate completely and accurately.

Disability Facts: Talks to the Person who is Deaf

Talk directly to the person who is deaf or hard of hearing, not to the interpreter. However, although it may seem awkward to you, the person who is deaf or hard of hearing will look at the interpreter and may not make eye contact with you during the conversation.

Disability Facts: Get the Attention of the Person You Are Addressing

Before you start to speak, make sure you have the attention of the person you are addressing. A wave, a light touch on the shoulder, or other visual or tactile signals are appropriate ways of getting the person's attention.
Speak in a clear, expressive manner. Do not over-enunciate or exaggerate words.
Unless you are specifically requested to do so, do not raise your voice. Speak in a normal tone; do not shout.

To facilitate speech reading, face into the light and keep your hands and other objects away from your mouth.

Disability Facts: Speech Reading

If the person is speech reading, face the person directly and maintain eye contact. Don't turn your back or walk around while talking. If you look away, the person might assume the conversation is over.

Disability Facts: Writing a Message

While you are writing a message for someone who is deaf or hard of hearing, don't talk. The person cannot read your note and your lips at the same time.

If you do not understand something that is said, ask the person to repeat it or to write it down. The goal is communication; do not pretend to understand if you do not.

Disability Facts: Sign Language

If you know any sign language, try using it. It may help you communicate, and it will at least demonstrate your interest in communicating and your willingness to try.

Disability Facts: Speech Disabilities

Talk to people with speech disabilities as you would talk to anyone else.
Be friendly; start up a conversation.

Be patient, it may take the person a while to answer.

Give the person your undivided attention.

Ask the person for help in communicating with him or her. If the person uses a communication device such as a manual or electronic communication board, ask the person how best to use it.

Speak in your regular tone of voice.

Tell the person if you do not understand what he or she is trying to say. Ask the person to repeat the message, spell it, tell you in a different way, or write it down.

To obtain information quickly, ask short questions that require brief answers or a head nod. However, try not to insult the person's intelligence with over-simplification.

Disability Facts: Cognitive Disabilities Or Mental Disabilities

Treat adults with cognitive disabilities as adults.

Disability Facts: Be Alert to Responses / Visual Forms of Communication

When speaking to someone who has a cognitive disability, try to be alert to their responses so that you can adjust your method of communication if necessary. For example, some people may benefit from simple, direct sentences or from supplementary visual forms of communication, such as gestures, diagrams, or demonstrations.
Use language that is concrete rather than abstract. Be specific, without being too simplistic. Using humor is fine, but do not interpret a lack of response as rudeness. Some people may not grasp the meaning of sarcasm or other subtleties of language.

Disability Facts: Brain Injuries

People with brain injuries may have short-term memory deficits and may repeat themselves or require information to be repeated.

Disability Facts: Auditory Perceptual Problems

People with auditory perceptual problems may need to have directions repeated, and may take notes to help them remember directions or the sequence of tasks. They may benefit from watching a task demonstrated.

Disability Facts: Perceptual Problems

People with perceptual or "sensory overload" problems may become disoriented or confused if there is too much to absorb at once. Provide information gradually and clearly. Reduce background noise if possible.

Repeat information using different wording or a different communication approach if necessary. Allow time for the information to be fully understood.

Don't pretend to understand if you do not. Ask the person to repeat what was said.
In conversation, people with mental retardation may respond slowly, so give them time. Be patient, flexible, and supportive.

Some people who have a cognitive disability may be easily distracted. Try not to interpret distraction as rudeness.

Do not expect all people to be able to read well. Some people may not read at all.

WRITING & GRAMMER RULE ARTICLES
Comma, Semicolons, Colons
Quotation Marks
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Using "I" or "Me" and the Use of "Self" Pronouns
Double Adjectives
Transcribing Numbers
Separate and Joint Ownership
"Who" Versus "Whom"
How to use commas
Persuasive Writing

Persuasive Communication Strategy
Communicating Bad News
Communicating Bad News / TIps and Tricks
Communicating with People with Disabilities
Cross Cultural Communications
Types of Communication and Characteristics
Nonverbal Communications

Persuasive Writing Lesson / Writing Techniques for Marketing

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PERSUASIVE WRITING LESSON

This all leads us (READ Previous posts) to the step-by-step communication process used to either write or speak in a persuasive manner. Here it is:

1.) Persuasive Writing Tip: Get Attention

Attentionthe first thing you must do in persuasive communication is to gain the reader's or listener's attention. Give them a reason to continue to pay attention to you.

2.) Persuasive Writing Tip: Gain Interent

Interest-once you have their attention, you can't leave them there. Next you must build their interest. How does the product work? What does the product do? Which colors does the product come in? Can I see a photo of the product?

3.) Persuasive Writing Tip: Create Desire

Desire-now you have to make the “sale.” Give them some reasons they can't live without your product. It saves money. It saves time. It has beauty or status. We call these the "why buys."

4.) Persuasive Writing Tip: Get the customer/reader to take action

Action-get the customer to take action. Tell them how to order, how much it costs, the choices for payment, how long for delivery. Everything they need to know to take action.

This process is commonly called the AIDA form of persuasive communication (taking the first letter of each step).


WRITING & GRAMMER RULE ARTICLES
Comma, Semicolons, Colons
Quotation Marks
Abbreviations & Titles
Using "I" or "Me" and the Use of "Self" Pronouns
Double Adjectives
Transcribing Numbers
Separate and Joint Ownership
"Who" Versus "Whom"
How to use commas
Persuasive Writing

Persuasive Communication Strategy
Communicating Bad News
Communicating Bad News / TIps and Tricks
Communicating with People with Disabilities
Cross Cultural Communications
Types of Communication and Characteristics
Nonverbal Communications

Types of Appeals / Ethical / Emotional / Logical

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So how do you get it across to me that I need to buy your product or hire your service? You make an appeal. This is what most advertising and marketing is based upon. Below are the three types of appeals that are normally used.

THREE TYPES OF APPEALS

Ethical Appeal
-an appeal made to someone's or something's image. This is the type of appeal used frequently in political advertisements. For example, politicians have been known to criticize their opponents to attempt to elevate themselves. Also, ethical appeals are effective when a customer writes a company and says, "I've always thought of your firm as being professional and customer oriented, but…."

Emotional Appeal
-an appeal made to an emotion. This is used in many types of advertising and marketing. Companies try to make you fearful of not having insurance or make you want to look good driving that convertible.

Logical Appeal
-an appeal made to a person’s ability to reason. This is the most effective type of appeal—but the least used. Why? Because it requires significant time to develop and can't easily be put into a 30-second commercial. The process would be to give me logical steps, "If this is so, then you must conclude this, etc."


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Maslow's Hierarchy of Needs / Self-Actualization / Esteem / Social / Safety / Physiological

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MASLOW'S HIERARCHY

Self-Actualization
(highest level need—your need to be totally satisfied with your life, oftentimes associated with philanthropy)


Esteem
(your need to excel—not just be a member of a group, but to be the president. Higher education is oftentimes placed in this category)


Social
(your need to belong and affiliate with other people and groups)

Safety/Security
(your need to feel secure in your environment)

Physiological
(your need to eat, sleep, and breathe)


Maslow stated that in order to move up the hierarchical ladder, you have to basically meet the needs of the previous step. This has nothing to do with "growing up." You could be 65 years old and be fixated at the Safety/Security stage. So, we may buy insurance to satisfy a safety/security need, we may join a club to satisfy a social need, and we might go to college to satisfy an esteem need. One common theme holds—our needs are what motivate us to act (or not to act).

Persuasive Writing / Communication / Writing Rules and more

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PERSUASIVE COMMUNICATION

It's safe to say that a good deal of the communication that occurs in the workplace can be put into two categories:

Persuasive (get people to buy your product, get people to use your service, get people to vote for you, get people to hire you)

Bad News (we're not extending you the job offer, we're not extending you the loan, we can't refund your money).


We will look at both in the following blog entries.


WHAT MAKES US TAKE ACTION?

Ever since we were young, we've spent a good deal of our time trying to persuade people. We cried when we were hungry to get someone to feed us, we tried to persuade our parents to let us stay out late, and we tried to persuade our teacher that we didn't deserve that "F"!


So what makes people take action? Needs. We have needs and, if you can appeal to a person’s needs, you can oftentimes get them to do what you want. In the business world, this means everything from demonstrating how slick your car is, to showing how much your toothpaste brightens teeth, to getting people to sign up for your low interest credit card.


The most influential needs research was done by Maslow. The following blog entry will talk about Maslow's Hierarchy of Needs


WRITING & GRAMMER RULE ARTICLES
Comma, Semicolons, Colons
Quotation Marks
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"Who" Versus "Whom"
How to use commas

Business Letter Format/ Formal Letter Writing / How to Write

Busines/Formal LETTER FORMAT & How to Write

Possibly one of the biggest “mistakes” made in workplace/marketplace communication concerns letter format (business letter format). If I asked each you to send me an example of a business letter (or formal letter) you’ve received, I’d bet that we would get many, many different versions/formats. It seems that professionals believe the format of a letter (business or formal) is left up to “artistic license.” In fact, there are essentially two accepted business letter (or formal letter) formats by the various organizations that oversee professional communication.

Business Letter Format: Full Block Style (Also Applys to Formal)

The first business letter format (or formal letter format) we’ll look at is the full block style letter format. This is the easiest style to produce (and the one we’ll use from this point on). This style is where everything is lined up with the left-hand margin of the business letter (or the formal letter). I’ll give you detailed instructions about how to use this format in the text below.

Business Letter Format: Modified Block Style

The second business letter format (or the formal letter format) is the modified block style letter format. The only difference between full format and modified block format is that some of the parts of the business letter (or formal letter) are centered—instead of lined up with the left-hand margin. The centered parts of the business letter (or formal letter) would be the date and the closing (Sincerely yours) and signature lines.

The following points are true of both the full and modified block styles of business letter format (or formal letter format). Hopefully, this list will assist you in producing professional looking and dismiss some of the myths of business letter (or formal letter) writing:

Business Letter Format: Rules (Apply to Formal Letters As Well

Never indent the first line of a paragraph of your business letter / formal letter (keep everything lined up with the left-hand margin)

Do not double space within paragraphs (single space within the paragraph and double space between paragraphs—because you don’t indent the first line—the “empty line” between the paragraphs indicates when one ends and the next begins).

Typically the only indenting you would do within the body of a business letter (or formal letter) is when you’re using a bulleted list, stressing special content within a business letter (or formal letter), etc.

You might ask—“Who cares what format I use when writing a business letter (or formal letter) —why can’t I make up my own style/format?” Well, a professional look is important for all written workplace / marketplace communication. Also, it’s been shown that consistency among written pieces of company communication (such as business letters (or formal letters) and memos) is important for several reasons. First, it demonstrates a uniformed image when all the letters sent from a particular company look the same. Secondly, when the company chooses and then explains its preferred business letter (or formal letter) format/style to its employees, it makes it easier for employees to know how to design their correspondence; and it takes away the temptation to create their own business letter (or formal letter) formats.

Business Letter Format: Easiest Format to Use

My suggestion is to always use the full block style for business letters / formal letters. This is the easiest letter format because all you need to do is line everything up with the left-hand margin—there’s no indenting needed.

Here is the suggested format to use when typing your business letters (or formal letters. It would probably be a good idea to print this out and save it for future reference (cover letters for resumes, etc.):



Date (Type the date like this: October 1, 2004. Don’t abbreviate the month or use 10/1/04. Then hit “ENTER” 4 times)







Name of Person You’re Writing the Letter To

Address of Person You’re Writing The Letter To (If appropriate, you can include the person’s title and company name. Then hit “ENTER” 2 times)



Dear (Fill-in Name): (Notice that the punctuation used here is a colon not a comma. Then hit “ENTER” 2 times)



(FOR THE BODY OF THE BUSINESS LETTER (OR FORMAL LETTER): DO NOT INDENT THE FIRST LINE OF THE PARAGRAPH—SINGLE SPACE WITHIN PARAGRAPHS AND DOUBLE SPACE BETWEEN. BELOW IS AN EXAMPLE OF THE BODY OF A BUSINESS LETTER (OR FORMAL LETTER).)

Here is an example of what the body of the business letter (or formal letter) should look like. How we indicate that we’re going to a new paragraph is to double space to get a “blank” line.

Do not indent the first line of your letter. Although we often see people indent the first line, there is no business letter (or formal letter) format that uses that method. (At the end of the body, hit “ENTER” 2 times)



Sincerely yours, (Notice that you only capitalize the first letter of the first word of the closing line—then use a comma. Then hit “ENTER” 4 times)







Type Your Name (If appropriate, you can include your title below your name. The three “blank” lines you’ve created by hitting “ENTER” 4 times are used for your signature.)



There are some additional pieces of information you may need to include under your typed name. One would be, if someone other than the person the business/formal letter is from typed the bsuiness/formal letter (for example, an administrative assistant typed the business/formal letter for a company executive) the lowercase initials of the typist are added. This might look like:



mh



You would hit “ENTER” 2 times before typing this—leaving one blank line between the previously typed line and the initials. The reason for doing this is it acts as a reference. The initials help to recognize who typed the letter and who could be approached for changes or copies.

Another thing that might be added would be the word “Enclosure” or “Enclosures,” if you have included some materials in addition to the letter. This might look like:


Enclosure

Or

Enclosures

If there is more than one enclosure, you can either indicate this by typing “Enclosures” or by putting a number after the word—“Enclosures (3).” This is done to alert the reader that they should find more than just a business/formal letter in the envelope. You would hit “ENTER” 2 times before typing this—leaving one blank line between the previously typed line and “Enclosure.”

One last addition to the end of the business/formal letter would be if copies of the letter were being sent to people other than the person to whom it is addressed. This would be done for informational reasons. In the “olden” days, the letters “CC:” were used—signifying that a “Carbon Copy” was being sent. But since carbon copies have been replaced by “Photocopies,” the letters “PC:” are currently used. This might look like:



PC: Bob Jones

Mary Smith

Todd Green


Notice that you list the names in a column form. You would hit “ENTER” 2 times before typing this—leaving one blank line between the previously typed line and “PC:”

This information should help you with your written correspondence for both personal and professional letters.

Here’s a brief full block style business letter (or formal letter) sample.



June 2, 2007







Mr. Charles Smith

1234 Oak Street

Toledo, Ohio 43333



Dear Mr. Smith:



Thank you for your recent inquiry about Peat Moss, Inc. We have been in business for 35 years and pride ourselves on our excellent customer service.



In the next few days, we will be sending you our newest catalog and a brochure entitled, Peat Moss, Inc.—Our First 35 years.



Please review the catalog and contact me with questions or if you would like additional information. I look forward to meeting you.



Sincerely yours,







Chris Coe

President



E-MAIL

That's the End of the Section of Business/Formal Letter Writing. Let me know if the information helped you

WRITING And GRAMMER RULE ARTICLES

Comma, Semicolons, Colons
Quotation Marks
Abbreviations & Titles
Using "I" or "Me" and the Use of "Self" Pronouns
Double Adjectives
Transcribing Numbers
Separate and Joint Ownership
"Who" Versus "Whom"
How to use commas
Persuasive Writing
Persuasive Communication Strategy
Communicating Bad News
Communicating Bad News / TIps and Tricks
Communicating with People with Disabilities
Cross Cultural Communications
Types of Communication and Characteristics
Nonverbal Communications

Below is a List of My Most Read Entries
Search Engine Optimization
Presentation Skills & Public Speaking Presentation Tips & Ideas
Sample Marketing Plan IMC Integrated Marketing Communications
72 Examples of Best Print Advertisements
Business Letter Format/ Formal Letter Writing