Role plays using non-verbal communication cues - Tuesday 29th march 2011

Tuesday 29^th march 2011

Week 8 roll play exercises

IT Interpersonal Communication Skills

Role plays using non-verbal communication cues

Demonstrate by using various non-verbal cues

1.       Hostility

2.       Happiness

3.       Anger

4.       Understanding

5.       Compassion

6.       Interest

7.       Love

8.       Confusion

9.       Ignoring

How can simple gestures convey different meanings?

1.       Point your index finger to indicate; anger, information, surprise and power

2.       Use your eyes to suggest disappointment, confusion, intrigue, happiness

3.       Sit in a chair to convey; power, intimidation, happiness, confusion

4.       Use hand gestures to show, pleasure, hatred, solidarity, anxiety

5.       Using your body demonstrate being lost, being found, success, importance.

Welcome to week 8 CCC or Cross Cultural Communication

I hope you guys have read my notes from last week about Interpret communication cues relating to a range of cultures. If not please go through it and note down any problems or questions you may have. Intercultural communication is a global as well as a local hot-spot of communication. Cultural factors take in language, cultural, social and economic differences. It does not mean that we have to 'know' the languages and cultures of the world so as to communicate with people. It means that we simply acknowledge the differences in the cultural landscape facing us and then work out ways to navigate through, up, under and over the land in order to communicate meaning effectively.

What marks a cultural difference?

It's how we dress
Our language
Gestures
Hstorical background
Social dynamics
Type of Government
Rituals
Laws
Geography and topography
Climate
Art

There are hundreds if not thousands of cultural differences, some obvious many subtle, however, we are all human beings and the means of communication and understanding each other is possible by understanding and acting on the examples in the list above.

To be an effective communicator in the cultural context is to use patience, understanding and flexibility.

I have made a DVD of short YouTube videos with the theme of Cross Cultural Communication in mind to demonstrate through various examples the pitfalls and successes of CCC.

Week 7 role plays

Role Plays

Drawing from what we have learned/read/tried over the past seven weeks of Demonstrating Interpersonal Skills:

a)      Identify and interpret interpersonal communication cues

b)      Identify and interpret non-verbal communication cues

The role plays chosen for today are:

1.       Job interview

2.       Buying a bus ticket from a customer service officer

3.       Shopping for an engagement ring with partner

4.       Reporting a stolen car at the police station

Verbal cues

1.       Tone of voice

2.       Pitch & volume

3.       Speed

4.       Emphasis

How you ‘say It’ is what counts!

Non-verbal cues

1.      Posture

2.      Gesture

3.      Facial expression

4.      Space invasion

5.      Dress

Identify and Interpret Communication Cues Relating to a Range of Cultures - WEEK 7

22 March 2011

Week 7

Hi peeps:

Read at your peril

Culture-sensitive communication requires people to communicate effectively within a cultural context. The use of socials kills in order to interact skilfully and appropriately when meeting and talking with people from other cultures.  In the workforce, at TAFE, and even at home you have to be able to manage conflict; work out social and professional differences as well as ‘get to know’ people.

Respecting cultural diversity includes respecting the differences between cultures that may be seen in your culture as extreme or inappropriate. These can include issues relating to gender, culture, status and seniority. Some cultures might address the male in a group more directly than a female, or the more senior member of the team than the younger. This is not meant as an offence, it is merely a cultural difference which needs to be appreciated.

Communication skills have always been about adapting to the person you're communicating with. In the context of cultural diversity this is a combination of cultural awareness and observing how to use your interpersonal skills when adapting to the individual and/or cultural context.

Remember!

Be careful not to stereotype people. Don't expect all people from a certain culture to be a certain way. As with all communication skills, it's important to pay attention to the individual and build rapport with them as a person.

CULTURAL DIFFERENCES AND COMMUNICATION

Culture takes in lots of ground: music, cuisine, religion, beliefs, interpersonal relationships, business practices, and many behaviors. People whose work or social situation puts them in direct contact with different cultures must understand how those differences affect their communications and personal relationships.

 Tools to help you communicate in a cultural context

1.       Active listening

2.       Language barriers (not knowing a language but acknowledging the barriers to understanding).

3.       Cultural barriers (not knowing a culture’s mores but acknowledging the barriers to understanding).

4.       Body language (such as gestures, gaze, and postures; social and cultural rules and patterns of space and touch)

5.       Patience

6.       Flexibility

Remember to become more sensitive to other cultures and their different body languages in pays to be a good observer. Watch how people from other cultures support their verbal statements with nonverbal cues. Also take note of how respect, openness, and other necessary workplace values are expressed. When in doubt, ask. If you ask questions with real interest, most people will be happy and honoured to share that part of their culture with you.

Dog Blues

If there's one area where communication skills are extremely useful it's between you and your pets. In my case it's my 5.5 year old Rottweiler, Chili. Dogs communicate mostly by body language, gestures, poise, signals and of course through whines, barking, growling, showing teeth, tail flapping. So between my Chili and we have developed our own form of body and signal language. It has taken years to develop our friendship and for the most part the communication, though simple, has been effective. We still learn new ways of communicating if something different in our lives comes along. The one thing I am certain about Chili is her real affection and loyalty. Dogs don't always want to be pack leaders, they just actually want to know where they are (status wise) in the pack. Dogs do not get hung up on 'wanting' to be pack leader, if they are a pack leader well, simply they are and if they're not the leader of the pack, they just want to find out where they fit.

So over the years from playing, walking, running, and getting to know my two sons from birth she has demonstrated her loyalty and important place in the family or the pack! However, this morning Chili suddenly had an epileptic fit. I was in the lounge room and I heard this extremely loud banging noise and thought that Chili was chasing a fly (one of her favourite sports). But the banging went on and on for over thirty seconds. I became concerned and ran into the bedroom to find Chili on the floor having this awful fit. She was very stiff and her legs were slamming down on the floor. Her mouth was thick with white soapy froth and she was for all intents and purposes unconscious. In that she did not respond to my calls or my gestures. I was afraid as I did not really know what was going on as she has never had a fit or a history of epilepsy and has fortunately been a healthy, active friendly dog. I really felt bad about what she was going through and all I could do was rub her as she continued to fit.

Her fit lasted about 90 seconds which the vet told me was long but not the longest that a fit can last. When Chili stopped fitting she looked totally out of it and did not seem to know who or what she was. I tried to talk to her but she was far to whacked out and as she tried to stand up fell over. After a few minutes she started to slowly wander around the house sniffing out the place. It was almost as if she was communicating and re-connecting with her surroundings. A short while later she started recognising me and soon enough she was sitting next to me as if she was aware that something 'weird' had occurred but was sure, therefore, she felt that by sitting with me she would be secure. I took her to the vet and I am still waiting for the vet's results.

Her fit today taught me a few lessons, that because of our history we have communicated through the years our friendship and loyalty to each other without actually talking. It has been for the most part created by gestures, visual commands and some limited verbal commands. Effective communication builds relationships, trust, love, friendship and and most of all a positive sense of self worth.

Tuesday Afternoon - where's the class gone!

Hi guys,

We're now into week 5 of Demonstrating Interpersonal Communication Skills and good to see that you guys are interacting via the class blog. Today as part of week 5 we are continuing on with 'Identify and Interpret non-verbal communication skill'. Hopefully you have read my post on non-verbal communication skills from week 4, regardless they are on my blog to revisit at your leisure. I made two posts this last week covering the issues relating to the so called, 'reading' of non-verbal communication as well the problem of acting on miscommunicated information.

Today I would like you to write down short experience where you attempted to read the gestures, signs, body language, attitudes in an non-verbal situation. Otherwise, write a short piece that demonstrates an experience where information communicated to you or by you that was incorrectly recieved.

Just think of anything from talking to friends, children, parents, police officers, Centrelink staff and think of what you/they said/did and the outcome and what action you took to sort out the issue.

Phone - nobody home - Communication Malfunction

I had to visit a medical centre this week for a CT Scan of my jaw. Sounds simple, doesn't it? I phoned the x-ray centre and made the appointment and asked for their address. This is where the communication between myself and the receptionist broke down. I wrote the address down and transferred it into my electronic diary. Before I discarded the hand written address I double checked what I had written down with what I had entered into my electronic diary.

On the day of the x-ray appointment I took the bus and travelled listening to Soundgarden's 1994 release 'Superunknown'. Great songs that reminded me of good times and memories of friends and experiences half remembered. Anyway, I tuned out and relaxed because I was leaving enough time to get to my appointment on time and as I knew the area had no reason to doubt that I would be on time.

I got off at my stop and walked a short distance to the number supplied by the receptionist at 109 Stinkbomb Avenue. When I arrived at the address it was a large well designed commercial park with large signs advising visitors of companies using the commercial park. I looked down the the sign looking for Ding Ding X-Ray which I did not notice, however, I did see Cling Ding Medical Associates and wondered if there was a mis-communication as Ding Ding and Cling Ding could sound similar on the phone. However, once I went to the reception I quickly realised that Cling Ding Medical Associates had nothing to do with x-rays and more to do with reminding me that there ares in the city where everyone looks like they've stepped right out of an Emporio Armani window display. I checked my address in my electronic diary, 109 Stinkbomb Avenue, this was indeed 109 Stinkbomb Avenue and the name Ding Ding X-Ray was suspiciously similar to Cling Ding Medical Associates. It was a topographical conundrum. At this stage I had enough time to use that so called 'gut instinct' that helps one locate addresses with an internal GPS.

By the time I was supposed to be at the x-ray centre I was sweating and confused as my efforts to locate destination by gut instinct proved to be fruitless I called the receptionist and asked for directions. As I was sure I was close to my destination I did not press the receptionist for an exact location.  When I repeated the address I was told that the street name and the number were incorrect, instead of being located at 109 Stinkbomb Avenue the x-ray centre was situated at  139 Aardvark Street. I couldn't figure out how I could write the address wrong when making my appointment with the receptionist. Regardless I asked for a landmark to reference so as to make my way to the x-ray centre from my current position. The receptionist said that they were located directly opposite the university. I knew I should have asked for an exact address as the University grounds extended for well over four blocks. However, i reasoned that I would see the x-ray centre if I just walked up and down Aardvark Street I was sure to find it.

Nevertheless, even with the new information I was wandering aimlessly up and down the street opposite the university. Finally I relented and called a third time asking for an exact address. I was provided with an address and I followed up by asking the receptionist how close were to the locals Eastplot Shopping Centre. I was surprised when she said that "The x-ray centre is inside the shopping centre!"

I had to refrain from doing my head in as as far as I recalled I was never told that the x-ray centre was 'inside' the shopping centre. I had to accept that I could have taken down the address wrong, however, I feel that I would have remembered if I was told the x-ray centre was located in such an obvious landmark as a large well know shopping centre!

The lesson learned is that I should have been engaged in active listening when making the appointment over the phone. Secondly the moment I arrived at the wrong destination I should have called the x-ray centre and asked for the exact address and location. However, in my defence I am confident that I was not informed of the centre's location being on level 4 of the Eastplot Shopping Centre. Regardless of who is at 'fault' it is simply better relationship building to forgot who is to blame and get to the heart of the matter.

After I had a huge burger with cheese and the largest coke I had ever seen.

Body language

Yesterday I was at Westfield trying to cut through a piece of tandoori chicken with plastic knife and fork and in the process flicked salad, rice and chicken onto the table next to me! But that's another story. Anyway, I happened to notice a customer talking with one of the food hall providers. I Immediately realised that they were arguing, or at least they looked like they were because of their body language and gestures like pointing fingers, shaking their heads (I couldn't hear them because they were far away and the food court was packed and the noise drowned out any chance of hearing the two people argue).

I watched closely how the two of them behaved as they spoke and how they listened. When they spoke they tended to lean in and force their words with pointing fingers and forceful nods of their heads. I tried to read their lips and occasionally I thought I could detect some obvious swear words and insults. It was really interesting to watch from afar how they communicated their problems. There was another service provider behind the high glass counter and he seemed to be embarrassed by the fuss his boss was making (I considered the man arguing to be the boss as the the worker said and did nothing). Finally the lady arguing with stopped and walked along the side of the service counter as if to get away from the argument, however, she took some plastic cutlery and a straw and walked back to where she was arguing. Suddenly a meal was delivered from the back kitchen and the customer waved and walked away to her seat.

The man who was arguing then started laughing with the other man behind the counter. The situation truly confused me because I was sure the two were having a heated argument but by the end of the 'argument' they seemed to be two people who were not in fact arguing.

The lesson I learned was that body language and non-verbal communication is all well and good to study and learn, yet, the reality is cultural, social and interactive factors in the real world play a significant part in communication and that is something one cannot just 'learn'. Communication as a whole must take into account the context and the individualistic situation at hand.

By the way i took my son to see 'Gnomeo and Juliet' which was a real cracker of a movie and for my boy to sit through an entire film without running up and down the cinema stairs is saying something. In fact I loved the movie and recommend it because it's really funny and the music and songs are excellent. See you in class on Tuesday (the photo above is of yours truly in Iraq in 1991 - how cool are those sunnies?).

It's been an interesting day

I have a slight headache (I haven't eaten since 9AM) as I teach English until 12:30pm then here until 3:30PM. Might have to stop at Hungry Jacks on the way home. Yumbo Jumbo. Please just look at your notes, it's not about remembering everything just accessing information. So let's communicate. :)

Week 4 Non-Verbal Communication Skills

Tuesday 1/3/2011

Hello class

The beginning of Week 4 and still going strong (well some of us?). Today I would like to say a few words about NON-VERBAL COMMUNICATION.

Don’t get too excited you’ll all get a chance to demonstrate how good your non-verbal communication skills are!

What are Non-Verbal Communication Skills?

Nonverbal communication, or body language, includes our facial expressions, gestures, eye contact, posture, and even the tone of our voice.

The ability to understand and use nonverbal communication is a powerful tool that will help you connect with others, express what you really mean, and build better relationships at home and work.

Types of nonverbal communication and body language

There are many different types of nonverbal communication. Together, the following nonverbal signals and cues communicate your interest and investment in others.

Facial expressions

The human face is extremely expressive and, facial expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.

Body movements and posture

Consider how your perceptions of people are affected by the way they sit, walk, stand up, or hold their head. The way you move and carry yourself communicates and this type of nonverbal communication includes your posture, bearing, stance, and subtle movements.

Gestures

We wave, point, beckon, and use our hands when we’re arguing, expressing ourselves with gestures often without thinking. However, the meaning of gestures can be very different across cultures and regions, so be careful to avoid misinterpretation.

Eye contact

Eye contact is an especially important type of nonverbal communication. The way you look at someone can communicate many things, interest, affection, hostility, or attraction. Eye contact is also important in maintaining the flow of conversation and for gauging the other person’s response.

Touch

We communicate a great deal through touch. Think about the messages given a firm handshake, a timid tap on the shoulder, a bear hug, a reassuring pat on the back, a patronizing pat on the head, or a controlling grip on your arm.

Space

Have you ever felt uncomfortable because another person was standing too close and invading your space? We need for physical space, although that need differs depending on the culture, the situation, and the closeness of the relationship. You can use physical space to communicate many different nonverbal messages, including signals of intimacy, aggression, dominance, or affection.

Voice

We communicate with our voices, even when we are not using words. Nonverbal speech sounds such as tone, pitch, volume, inflection, rhythm, and rate are important communication elements. When we speak, other people “read” our voices in addition to listening to our words. These nonverbal speech sounds provide subtle but powerful clues into our true feelings and what we really mean. Think about how tone of voice, for example, can indicate sarcasm, anger, affection, or confidence.