42
Non-Verbal Communication Key to being a good communicator
Non-Verbal Communication
Key to being a good communicator
Non-Verbal Communication?
Does not use words
Universal in appeal
Relies on observation and interpretation
Can be intended and un-intended
May complement or contradict the
oral message
FACE TO FACE
Body
Language
55%
Words
7%
Tone of
Voice
38%
VOICE CONVERSATION
Words
14%
Tone of
Voice
86%
Impact of a Message
Personality Development
Ludwig Wittgenstein says…
“The human body is the best picture of the human soul.”
Includes:
Body Language Facial Expressions Eye Contact Voice modulation
Postures & Gestures Attire Appearance Handshake Personal Space Timing Behaviour Smile
EYE- CONTACTMirror of face as well as nature.
Strong anticipation of confidence.
During presentation maintain eye- contact with listener.
Look at people for 5 to 10 seconds before looking away, it shows involvement.
Keep eye- contact at least 60 to 70 % of total time of conversation.
Do not stare.
EYE- CONTACT
FACIAL EXPRESSIONS
Facial expression is the most important non-verbal channel.
Attitudes and emotions are successfully communicated through facial expression.
Movements of eyes, eyebrows, lips and mouth.
Register friendly and interested expression
SMILE
Smiling and humor adds warmth and affection in a conversation.
Smile improves your face value and puts the other person at ease.
Smile a while…and when you smile…another will smile and there’ll be miles and miles of smile, just because you have smiled
Voice Modulation
Voice modulation mainly consists of:
Intonation
Stress on syllables/phrases
Voice, Tone & Manner Is your voice an asset?
The four components that make up your vocal expression are relaxation, breathing, projection and resonance.
Warmth, friendliness, smile, politeness, respect and personalisation come through in voice.
Empathy – Reassurance
Reassurance and calm
Apology not arrogance
Help through listening and appreciating
Non-Emotional Components
A. PITCH
Pitch or frequency is the shrillness of the voice.
e.g. Amitabh Bachchan has a low-pitched voice while an opera singer has a high-pitched voice.
A low-pitched voice commands respect, is dignified and is more serious...can also get very boring and intimidating.
A high-pitched voice suggests excitement, anger, joy but can get irritating if not interspersed with low-pitched notes.
Non-Emotional Components
B.VOLUME
How loud one is. Every single word needs to reach the receiver clearly.
The volume of your voice helps project a confident image.
Too High comes across as pushy and aggressive
Too Soft Comes across as uncertain and insecure
Emotional Components - Tone
Happy, sad, sarcasm, etc...this is as important as your pronunciation.
Tone expresses emotion, feeling and mood.
You must be able to display a professional yet pleasant tone throughout the call.
POSTURES & GESTURES
Are you aware how you look to others?
Find out your habits.
Find your nervous gesture
Positive & Negative Posture
Hand Movements
Leg Movement
Personality Development
Posture– Slouching gives the
impression you are laid back
– Not a dynamic person
Posture & MovementThe way you hold yourself, your posture, makes a big contribution to your body language.
Your posture can also convey self-confidence or uncertainty.
Your posture gives signals about your interest in something, your openness, and attentiveness. It also gives clues as to your status within a group.
Always keep your body upright to convey competence, pride and confidence.
Posture & MovementBy orienting your body towards someone, you show attentiveness.
By falling away from them or leaning back, you show a lack of interest and some level of reserve.
When we are feeling low in confidence and want to hide away, we hunch our shoulders and keep our heads down.
When we are feeling aggressive or are trying to defend our space, we puff ourselves up.
Negative Postures
Crossed arms & legs.
Keeping one leg on the knee of other leg.
Supporting chin by palm.
Improper eye-contact.
Rubbing neck, nose, eye.
Movements
Tapping a pen or pencil, wrapping hair around a finger, playing with a bracelet, ring or earring can send a message of nervousness, uncertainty, or uneasiness
Nodding your head during conversations or interviews is actually quite important and indicates agreement or understanding, which in turn elicits a positive response from you
Movements
Do not put your hands in your pockets while speaking.
Worse yet, do not jingle your keys or spare change as you talk. It will seem like you are not interested in what the other person is saying
Leg Movements
Crossed arms. Keeping both legs parallel on the floor.
Crossing legs, crossing feet.
Keeping both legs crossed on the table.
GesturesBy pointing your finger, or moving your hands closer together, you can draw emphasis to what you are saying.
Used in moderation, hand gestures can make you seem enthusiastic and committed to your topic.
Open gestures tend to make you appear open and honest.
GesturesMaking too many gestures can make you appear nervous and uncontrolled.
Wringing your hands or touching your sleeves, face, etc. can make you appear tense, nervous, and sometimes dishonest.
Palms slightly up and outward is seen as open and friendly.
Palm down gestures are generally seen as dominant, emphasizing and possibly aggressive
ATTIREFollow the dress etiquette of the organization.
Always ensure that your clothes are neat, well fitted & well ironed.
Accessories should be conservative and kept to a minimum.
Shoes should be shined.
Specifics for MenASport a tie that is well ironed
Wear dark socks, mid-calf length so no skin is visible when you sit down.
Leather shoes should be worn. No sandals, athletic shoes or hiking boots.
No missing buttons from the shirt
Specifics for Women
Wear sandals which are neither extremely dressy nor extremely casual. Thin straps and high heels are not appropriate.
Keep makeup conservative and natural looking.
Avoid extremes of nail length and polish color
APPEARANCE
Firm shaking with proper pressure.
Your appearance is a statement of who you are.
It expresses motivation and professionalism.
First Impressions are lasting impressions
People with a pleasing appearance seem more credible, influential and more persuasive
APPEARANCE
There are certain Appearances we cannot change, but can certainly deal with them
Weight, height and Race
Work to change people views on appearances we cannot change
Accept who & how you are and be proud, this is very powerful
Perfect the appearance features that you can change
HAND-SHAKE
Firm shaking with proper pressure – confidence and keenness.
Limp Handshake – inferiority complex
Clasp(with both hands) – warmth or respect
Tight grip – aggressiveness and dominance
REMEMBER - Dry palm; Time.(5 Sec.); Smile and greeting
SPACE/ PROXIMITYDistance from others is crucial if you want to give off the right signals.
Stand too close and you'll be marked as "Pushy" or "In your face".
Stand or sit too far away and you'll be "Keeping your distance" or "Stand offish".
If you move closer to someone and they back away, you're probably just a tiny bit too much in their personal space, their comfort zone. "You've overstepped the mark" and should pull back a little.
Personality Development
Public Zone
12’ and up
Social Zone
4’ – 12’
Personal Zone
18” – 4’
Intimate Zone
Touching – 18”
Space
Personality Development
Body LanguageBehaviour Interpretation
Brisk, Erect Walk Confidence
Standing with hands on hips Readiness, Aggression
Legs Crossed, Foot Kicking Boredom
Arms Crossed at Chest Defensiveness
Hand to cheek Evaluation
Touching, Rubbing Nose Rejection, doubt, lying
Rubbing the eye Doubt, disbelief
Personality Development
Body LanguageBehaviour Interpretation
Hands clasped behind the back
Anger, frustration, apprehension
Locked Ankles Apprehension
Rubbing hands Anticipation
Hands clasped, legs crossed Confidence, superiority
Pinching the bridge of nose Negative Evaluation
Personality Development
Body LanguageBehaviour Interpretation
Tapping or drumming of fingers Impatience
Patting/Fondling hair Lack of self-confidence
Titled Head Interest
Stroking Chin Trying to make decision
Looking down face turned away Disbelief
Biting nails Insecurity, nervousness
Pulling or tugging the ear Indecision
BEHAVIOUR
What you do,
speaks louder than
what you say…
TIMING
Time & Protocol
Time Management
Appointments; start meetings on time; stick to your time; pick the telephone
MANNERS
Making introductions and appropriate greetings.
Being able to initiate and maintain conversations.
Extending courteous behavior to others.
Knowing how to conduct yourself in stressful and/or difficult situations
MANNERS
Respecting the organization and its rules.
Polite and clear speech - remember your please and thank yous
Conducting yourself with dignity.
Detailed etiquette like holding doors for people.
•Regulate your pace of talking•Modulate your voice
•Use intonation•Maintain eye contact
•Learn to Listen and not hear•Take short pauses•Think before u talk
•Use facial expression•Use wide range of vocabulary
•Understand & respect your audience/the person•Learn to read & understand non verbal language
•Keep it short & simple
THANK YOU
