Non-verbal behaviour Passive - Flight Aggressive - Fight Assertive - Flow Hunching shoulders Finger pointing Open hand Body Covering mouth with clenched movements movements hands Crossing arms Sitting/standing Crossing arms for (unapproachable) upright and protection relaxed Evasive Trying to stare down Firm direct eye Eye contact Looking down and intimidate contact without staring Ghost smiles when Smiling may Smiling when Facial expressing anger or become sneering pleased expression being criticised Scowling when Frowning when Raising eyebrows angry angry Jaw trembling, lip biting Jaw set firmly Features steady Jaw relaxed Hesitant and filled with Fluent, few Fluent, few Speech pauses hesitations hesitations pattern Fast to slow language Often abrupt, Emphasising key Frequent throat clipped words clearing Emphasising Steady, even blaming words pace Often fast Often dull, monotonous Sarcastic tone Steady and firm Voice Quiet, often dropping Hard and sharp Middle range tone away Strident, often Sincere and clear Singsong tone shouting, rising at the end Verbal behaviour Passive - Flight Aggressive - Fight Assertive - Flow Type of Long rambling Excessive emphasis on statements that are “I language statements clear and to the “I” view is…”, point “My “I Fill in words Boastfulness like”, feel”, prefer” “I “I “I of” “maybe”, “er”, “sort haven’t got problems “I Distinction between like you” Frequent justifications fact and opinion wouldn’t normally say “I experience is “My anything, only…” different”
Non-verbal behaviour Passive - Flight Aggressive - Fight Assertive - Flow Body movements Hunching shoulders Covering mouth with hands Crossing arms for protection Finger pointing clenched Crossing arms (unapproachable) Open hand movements Sitting/standing upright and relaxed Eye contact Evasive Looking down Trying to stare down and intimidate Firm direct eye contact without staring Facial expression Ghost smiles when expressing anger or being criticised Raising eyebrows Jaw trembling, lip biting Smiling may become sneering Scowling when angry Jaw set firmly Smiling when pleased Frowning when angry Features steady Jaw relaxed Speech pattern Hesitant and filled with pauses Fast to slow language Frequent throat clearing Fluent, few hesitations Often abrupt, clipped Emphasising blaming words Often fast Fluent, few hesitations Emphasising key words Steady, even pace Voice Often dull, monotonous Quiet, often dropping away Singsong tone Sarcastic tone Hard and sharp Strident, often shouting, rising at the end Steady and firm Middle range tone Sincere and clear Verbal behaviour Passive - Flight Aggressive - Fight Assertive - Flow Type of language Long rambling statements Fill in words “maybe”, “er”, “sort of” Frequent justifications “I wouldn’t normally say anything, only…” Excessive emphasis on “I” “My view is…”, “I Boastfulness “I haven’t got problems like you” “I statements that are clear and to the point “I like”, “I feel”, “I prefer” Distinction between fact and opinion “My experience is different”
Workbookv3.docx