#6 Communication.pdf

Communication Final Period Professional Development & Applied Ethics  Progress skills professionally in communication. Build confidence in Objectives communicating with others....

Communication Final Period Professional Development & Applied Ethics  Progress skills professionally in communication. Build confidence in Objectives communicating with others. Discuss the forms of communication. Learn how to engage the audience. Develop the ability to communicate successfully by engaging in a “continue the story” game. Why is good communication skills a significant element in the Tourism Industry?  Is the process of exchanging information using words, letters, symbols, or nonverbal behavior. Communication  Quicker Improved problem solving Stronger stakeholder decision response making Enhanced professional Effective Increased image Communication productivity Steadier Clearer work promotional Stronger flow materials business relationships Basics of It matters not so much what you say but how you Effective say it. Communication Your communication style is a SET of various ways of relaying information that impact all facets of life. Effective communication is the combined harmony of verbal and nonverbal actions. The Communication Process  Verbal Types of Communication Non - Verbal Verbal Communication in Organizations  Passive Communication Allowing your own rights to be violated by failing to express your honest feelings. The goal is to avoid conflict no matter what. Little eye contact, often defers to others’ opinions, usually quiet tone. May suddenly explode.  “I don’t know.” “Whatever you think.” “You have more experience than I. You decide.” Passive communication “I’ll go with whatever the group decides.” “I don’t care. It doesn’t matter to me.” “Yes, yes, yes, yes, yes, yes, yes... No!”  Aggressive Communication Protecting one’s own rights at the expense of others’ rights – no exceptions. The goal of the aggressor is to win at all costs; to be right. Does not consider actions a risk because this person thinks they will always get their way. Eye contact is angry and intimidating; lots of energy; loud and belittling; never defers to others; manipulative and controlling. Often uses violence or verbal abuse.  “I don’t know why you can’t see that this is the right way to do it.” “It’s going to be my way or not at all.” Aggressive “You’re just stupid if you think that Communication will work.” “Who cares what you feel? We’re talking about making things work here.”  Assertive Communication Protecting your own rights without violating the rights of others. The goal is to communicate with respect and to understand each other; to find a solution to the problem. Takes risks with others in the short run, but relationships in the long run are better. Eye contact maintained; listens and validates others; confident and strong, yet also flexible; objective and unemotional; presents wishes clearly and respectfully.  “I can see that this is important to you, and it is also important to me. Perhaps we can talk more respectfully and try to solve the problem.” Assertive Communication “So, what you’re saying is....” “I think... I feel... I believe that...” “I would appreciate it if you...” “Let me understand your thoughts on this…” Healthiest… Nonverbal Communication in Organizations  Nonverbal Communication The study of non-verbal communication examines how messages are communicated through physical behavior, vocal cues, and spatial relationships. Break down of the total impact of a message: 7 percent verbal (words) Hello!! 38 percent vocal (volume, pitch, rhythm, etc.) 55 percent body movements (mostly facial expressions) Major areas of nonverbal behaviors are: Eye contact Facial expressions Gestures Major areas of nonverbal behaviors are: Posture and Body Orientation Proximity Paralinguistics  1. EYE CONTACT The eyes can give clues to a person’s thoughts. When someone is excited, his pupils dilate to four times the normal size. An angry or negative mood causes the pupils to contract. Good eye contact helps the audience develop the interest in the speaker. Eye contact helps regulate the flow of communication and reflects interest in others.  1. EYE CONTACT Direct eye contact conveys interest, warmth, credibility, and concern. Shifty eyes suggest dishonesty. Downward gaze may be a sign of submissiveness or inferiority.  2. FACIAL EXPRESSIONS You have 80 muscles in the face that can create more than 7,000 facial expressions. The facial muscles produce varying facial expressions that convey information about emotion, mood, and ideas. Emotional expressions are one primary result of activity by the facial muscles.  2. FACIAL EXPRESSIONS There are six categories of facial expressions: 1. Surprised 2. Sadness 3. Happiness 4. Fear 5. Disgust 6. Anger 3. GESTURES Gestures communicate as effectively as words, sometimes even better. Gestures support the verbal communication. They sometimes detract from what you say.  3. GESTURES Some negative gestures that should be avoided: × Pointing at people - perceived as accusatory. × Fiddling with your items - gives the impression that you are nervous. × Dragging the feet - implies sluggishness or laziness. × Head Down - suggests timidity. × Drooping shoulders - implies weariness and lethargy. × Weak handshake - implies meek and ineffectual personality. × Shifty eyes - suggests nervousness/dishonesty. × Arms crossed on the chest - defensive gesture. × Hands in pockets - shows disrespect, and that something is being hidden. × Covering your mouth – suggests lying. × Shaking feet or legs - It shows indifference and disinterest. Avoid these hand gestures: Use these hand gestures:  4. POSTURE Leaning forward and a head tilted to the side indicates interest and that you pay attention. Leaning backward demonstrates aloofness or rejection. A head held straight up signals a neutral attitude. A head down is negative and judgmental.  5. PROXIMITY Proximity is the distance people maintain between themselves while talking.  5. PROXIMITY Distance Zones: 1. Intimate Zone - Less than 1.5 feet (mother and baby / special someone) 2. Personal Distance -1.5 ft. to 4 feet. (casual and personal conversations). 3. Social Distance - 4-12 feet (impersonal, business, social gatherings) 4. Public Distance - More than 12 feet (public speaking) 5. PROXIMITY Space/Distance as an indicator of intimacy - The more we get to know each other the more we are permitted into each other’s personal space. Space/Distance as an indicator of status - Executives, presidents of colleges, and government officials have large offices with big spaces. 6. PARALINGUISTICS Paralinguistics are what accompany your words to make up for their true meaning. Paralanguage refers to the vocal aspect of communication.  6. PARALINGUISTICS The components of Paralinguistics are: Rate of Speed - when a speaker speaks too fast, he is seen as more competent. Pitch - should be changed following the context of spoken words. Volume - refers to how loudly we speak. Loud people are perceived as aggressive or overbearing. Soft-spoken voices are perceived as timid or polite. Fillers - Words like “umhh”, “ah”, and “aaa” are used to gather thoughts. Engaging the Audience PUBLIC SPEAKING STRATEGIES Engaging the Audience Make eye contact with your audience to create a sense of intimacy and involvement Weave relatable stories into your presentation using narratives that make your message memorable and impactful Encourage questions and provide thoughtful responses to enhance audience participation Use live polls or surveys to gather audience opinions, promoting engagement and making sure the audience feel involved Navigating Q & A 1. Know your material Sessions in advance. 2. Anticipate common questions. 3. Rehearse your responses. Maintaining composure during the Q&A session is essential for projecting confidence and authority. Consider the following tips for staying composed: o Stay calm o Actively listen o Pause and reflect o Maintain eye contact Speaking Impact Your ability to communicate effectively will leave a lasting impact on your audience. Effectively communicating involves not only delivering a message but also resonating with the experiences, values, and emotions of those listening. Thank you!