NON VERBAL

COMMUNICATION SKILLS

Created by –
Sanket Bhambal
OBJECTIVE
By the end of this session you will be able to understand :
○ What is Effective Communication ?
○ Introduction to Non Verbal communication Skills
○ Importance of Non Verbal Communication
○ Types of Non verbal communication
○ Videos - Debrief
○ How to communicate effectively using non verbal
communication
○ Case study/ Q&A
○ Feedback
EFFECTIVE COMMUNICATION
○ A communication process involves a sender, a receiver
and the message to be sent.
○ Effective Communication is a process where a
message is received and understood by the receiver in
the manner that the sender intended it to be.

○ A common mistake people make is to focus only on

the delivery of message, rather than how it is received.
Communication has to be two-way!
NON VERBAL COMMUNICATION -
INTRODUCTION
○ How do we communicate?
○ Is communication possible without speaking ?
THE COMMUNICATION EQUATION

What you hear

Tone of voice
Vocal clarity
Verbal expressiveness 40% of the message

What you see or feel

Facial expression
Dress and grooming
Posture
Eye contact
Touch
Gesture 50% of the message

WORDS … 10% of the message!

TYPES OF NONVERBAL
COMMUNICATION

Facial expression Body movements & posture

Eye contact

Space Gestures
LETS WATCH A VIDEO

○ https://www.youtube.com/watch?v=OvE
ci5Bjgd4

○ https://www.youtube.com/watch?v=0cIo
0PkBs2c
CASE STUDY
○A customer walks into the store , He looks interested in
buying something and needs helps to choose the right product
. He looks around and finds Amit ( Store staff ) standing at
the corner busy chatting on the phone , Amit stares at the
customer and again continues chatting .
Was it an effective way of communication ?
CASE STUDY
○ Rohit is approced by a customer in the store complaining
about the quality of a product she had bought last week.
Rohit listens to the customer complaint and follows the
procedure to raise a ticket but is looking elsewhere the entire
time making weird facial expressions ?
Did rohit communicate effectively with the customer?
CASE STUDY
○ Roshan sees a group of women customers walk in the store
and approches the customers with smile and greets. While
interacting Roshan gets too close to the customer for their
comfort. The customer leaves the store without any purchase.
Did roshan display an effective way of communication ?