Language Department, Office of General Education, Faculty of Hospitality Industry

For Excellence in Hospitality Education

Arj. Zeph Norrish

Principles of Communication

Chapter 6: Non-Verbal Communication I

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SCOPE

Chapter 6 Lecture and Discussion:• Importance of Non-Verbal Communication in Hospitality

• Qualities of Non-Verbal Communication• Different types of Non-Verbal Communication

• Impact of culture on Non-Verbal Communication

Chapter 6 Case Study• Instructor Review• Student Q&A

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6.3 Defining Non-Verbal Communication

Definition

“Message components other than words that generate meaning”

and so, what is meant by NON-VERBAL?

Firstly, what is meant by VERBAL?

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6.3 Defining Non-Verbal Communication

60-70 percent of meaning may be nonverbal

So…. it is that which is NOT SAID

Which is MORE POWERFUL?

VERBAL or NON-VERBAL?

Nonverbal communication is multidimensional

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6.3 Defining Non-Verbal Communication

more convincing continuous

less structured learned informallyhighly contextual

Compared to VERBAL communication,

NON-VERBAL communication is:

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6.3 Defining Non-Verbal Communication

A. Convincing

B. Continuous

C. Less Structured

D. Highly Contextual

E. Learned Informally

__ 1. I took off my hat because everyone else did.

__2. I knew she was very upset because she cried.

__3. How did he know I didn’t like the idea; I never said a word.

__4. I though the wink meant she agreed with me.

__5. I guess it was wrong to laugh during the film’s death scene.

Match the NON-VERBAL QUALITY

http://youtu.be/VfDWQG47pAQ

E

A

B

C

D

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6.3 Defining Non-Verbal Communication

The five primary functions of Non-Verbal Behavior are:

1. Expression of Emotion — emotions are expressed mainly through the face, body, and voice.

2. Communication of Interpersonal Attitudes — the establishment and maintenance of relationships is often done through nonverbal signals (tone of voice, gaze, touch, etc.).

3. Accompany and Support Speech — vocalization and nonverbal behaviors are synchronized with speech in conversation (nodding one’s head or using phrases like “uh-huh” when another is talking).

4. Self-Presentation — presenting oneself to another through nonverbal attributes such as through appearance.

5. Rituals — the use of greetings, handshakes, or other such rituals.

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6.3 Defining Non-Verbal Communication

• Physical Appearance• Facial Expressions• Eye Contact• Posture• Gestures• Paralanguage

Types of Non-Verbal Communication

This week

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6.3 Defining Non-Verbal Communication

• Haptics (Touch)• Proxemics (Space)• Chronemics (Time)

Types of Non-Verbal Communication

Next week

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6.3 Defining Non-Verbal Communication

Importance?

Physical AppearanceFIRST IMPRESSIONS LAST

Projecting a professional, classic first impression:

• What we say 10%

• How we say 30% (paralanguage & gestures, etc.)

• How we look 60%

AspectsIn pairs, identify KEY ASPECTSto ensure HIGH STANDARDS of APPEARANCE for MALE and FEMALEs in service.

On the whiteboard, DESCRIBE your ASPECTS on the diagram. (HEAD, UPPER BODY, LOWER BODY)

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6.4 Facial Expressions

A facial expression is one or more motions or positions of the muscles in the skin to convey the emotional state of the individual to observers.

The most common facial expressions are…

Happiness Surprise

Sadness Fear

Anger

Contempt

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6.4 Facial Expressions

What are these?

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6.4 Facial Expressions

Look at these examples…

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6.4 Cultural Differences in Facial CommunicationSome expressions are the

same, but some are different…1. Many Asian cultures suppress facial expression as much

as possible. (Thailand is an exception.)

2. Many Mediterranean (Latino / Arabic) cultures exaggerate grief or sadness.

3. Some see “animated” expressions as a sign of a lack of control.

4. Too much smiling is viewed in as a sign of shallowness.

5. Women smile more than men.

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6.4 Facial Expressions – Eye Contact• Regulates conversation / engagement

• Occurs during approx 30% of communication

• Acknowledges – presence / emotion / attitude

• Reveals more information• Differing patterns can lead to:Communication

Breakdown

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6.4 Eye Contact and Gaze

Most instances of miscommunication can be attributed to different patterns of eye contact.

• Western cultures see direct eye to eye contact as positive.

• Arabic cultures make prolonged eye-contact.

• Japan, Africa, Latin American, and Caribbean cultures avoid eye contact to show respect.

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Posture

Posture can show how a person is feeling as well as hints about personality characteristics, such as whether a person is confident, open, or submissive.

Closed?

Open?

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Gestures

Gestures may be made with the hands, arms or body, and also include movements of the head, face and eyes.

Adapters

Symbolic gestures

Conversational gestures

Gestures can be speech independent or speech related.

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6.7 Paralanguage

Paralanguage is the intonation, voice quality and vocal emphasis that can enhance verbal meaning.

Vocal characterizers (laugh, cry, yell, moan, whine, belch, and yawn).

Vocal qualifiers (volume, pitch, rhythm, tempo, and tone).

Vocal segregates (un-huh, shh, uh, ooh, mmmh, humm, eh, mah, lah).

http://youtu.be/FMoLkyrfp6o

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Roleplay Activity - Demonstration

You will now be given a scenario describing a‘hospitality situation’.

Also included is an aspect of Non-Verbal Communication.

You have 15-minutes to prepare a 1 minute roleplay of the scenario including POOR EXAMPLES of the aspect of the NVC.You will perform your roleplay, DEMONSTRATING the POOR Non-Verbal Communication.

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Roleplay Activity - Judging

You will WATCH a roleplay which demonstrates POOR Non-Verbal Communication.

You will IDENTIFY the aspect of NVC which is poor.You will IDENTIFY the signs/evidence.You will SUGGEST ways to IMPROVE the NVC.You will DESCRIBE the IMPACT that it COULD HAVEon the RECEIVER and their PERCEPTION

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BREAK!

Now, take a 30-minute break and then return to the class to work on a roleplay activity.

Enjoy!

Take a break!

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Handout Review

You will now be given a handout with comprehension questions.

Use the book and the notes you’ve taken to answer the questions as best as possible.

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Summary

During chapter 6 we have discussed:

• Importance of Non-Verbal Communication in Hospitality

• Qualities of Non-Verbal Communication

• Different types of Non-Verbal Communication

• Impact of culture on Non-Verbal Communication

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HOMEWORK!

Go to the copy shop next to the canteen and get a copy of Unit 7: Non-Verbal Communication II.

Read Unit 7 and complete sections 7.1 Key Vocabulary and Chapter 7 Review: Case Study.