Professional Documents
Culture Documents
1. Attention
S = face person SQUARELY O = Adopt an OPEN posture L = LEAN forward slightly E = Maintain EYE CONTACT
R = RELAX
1. Attention
Lousy listeners
1. Attention
Verbal Following
Mary was a sensible and giddy young lady, wise and silly beyond compare. She was a slight and small creature, yet so large that everyone who knew her loved her. She felt rather lonely, because she lived in a Town with no other houses or people for miles around.
1. Attention
Multi-channel Nonverbal Following Percent of impact in face-to-face comm: Verbal = 8% Facial = 54% Vocal = 38%
1. Attention
Multi-channel Nonverbal Following
Posture, posture shifts Interpersonal distance Eye/looking behaviors Physical appearance Body movement Gestures Voice (vocalics) Touch (tactile) Body orientation Facial displays Dress Object communication
Odor (olfactory)
Breathing patterns
1. Attention
Back-channeling Vocalizations Head nodding Gestures
2. Acceptance
Affirm the Nature of the Relationship
Hierarchical indicators Whos up? Down?
Immediacy indicators
Basic respect Earned respect
2. Acceptance
Developing and Maintaining Rapport
Posture echo Vocal echo Interaction synchrony
2. Acceptance
Responding Verbally to Accept Messages Paraphrase ideas Paraphrase feelings Express empathy Prompt and probe Summarize
Defensiveness
The NUMBER ONE PROBLEM in communication at work
Defensiveness arises when we feel: Threatened Attacked Punished Unjustly accused When defensive we are likely to experience: Emotional agitation Estrangement Confusion Aggressive and/or passive impulses
Defensiveness
Match these!
Dont
Deny what youve said Blame others for what you did Stuff your feelings Ignore what you want Forget your needs
Interpret
Express/Own Consequences Intentions
Appreciate
4. Appreciation
Forms of appreciation
Thank
Praise
Commend
Reward
Compliment
Recognize Stick up for
Approve
Notice Recommend
Value Refer