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Chapter Seven Non-verbal Skills i. The Significant Role of Non-verbal Communication ii. Non-Verbal Delivery Skills iii. Non-Verbal Listening Skills Business Communication Fundamentals Speech is silver; silence is golden. What you do speaks so loudly that I cannot hear what you say. ---R. W. Emerson 65% to 90% of what you communicate is nonverbal. There’s language in her eyes, her cheek, her lip. Nay, her foot speaks. ---W. Shakespeare Those who know do not talk. Those who talk do not know. ---Lao Zi Nonverbal Communication The non-verbal contents of communication outweigh the verbal in both accuracy and validity. Value placed against body language and voice tone: Tone of Voice 38% Body Language 55% Words Used 7% (Source: Mehrabian and Ferris, 1967, ‘Inference of Attitudes from Non-verbal Communication in Two Channels’, The Journal of Counseling Psychology, Vol.31, pp248-252) I. Nonverbal Delivery Skills Vocal qualities Body language Proxemics Objects Vocal Qualities Grandma: You are a naughty little boy, aren’t you? (Grandma said with a laugh, a lilt in her voice, the end of sentence lifted to indicate her approval and pleasure at her ‘naughty’ grandson.) Sam: Yes. (said Sam with a grinning up at her.) Grandma laughs and ruffles his hair. Vocal Qualities John gave Bill a cheery “Hello”. “Hello”, John said snappishly. “Hello”, John said conspiratorially. “Hello”, said John coldly. Vocal Qualities Inflection: variation in pitch Expressive; Non-monotonous Volume: how loudly you speak Too quietly to be heard Too loudly for the size of the room Rate: the speed at which you speak Slow enough to be understood Fast enough to maintain energy Vocal Qualities Fillers: (verbal pauses) er, uh, um, ya Collect your thou