Nonverbal communication

Nonverbal Communication

It influences the way a message is interpreted

by the receiver

Includes all unwritten and unspoken

messages

Non-verbal cues speak louder than words

These cues contain up to 93% of the

meaning of a message

In a clash between the verbal and the non-

verbal the receivers tend to believe the non-

verbal messages


Eye contact –

Eyes give out the true feelings and attitudes.

Enables the sender to determine if the

receiver is paying attention, showing respect

and responding favourably or not.


Effective guidelines on eye contact:

If you have trouble staring someone in the eye,

look at something else on their face.

When speaking to a group look at everyone.

Look at people who are key decision makers or

hold power.

Look at reactive listeners.

Do not look at the floor, scripts or anything that

causes you tilt your head away from the receiver.

Do not look at bad listeners who may distract

you.


Facial Expression –

Human face can display almost 2,50,000 different expressions.

Posture and Gestures –

Postures can convey high status and confidence or shyness andsubmissiveness.

Gestures can also communicate thoughts through movements.

Time, Space and Territory send silent messages –

How we use our time and structure ourselves reflects ourpersonality. How we arrange things around us speaks onourselves and our objectives. We all have our comfort zones.

Appearance sends silent messages

o Appearance of business documents can either

convey our professionalism or send negative

messages about the same.

o Appearance of people helps the onlooker

make quick judgements about our status,

credibility, personality and potential.

Body Language Cues

Defensiveness

Crossing arms, glancing side-ways, touching orrubbing nose, rubbing eyes, buttoning coat, drawingaway

Nervousness

Clearing throat, making “whew” sound, whistling,smoking, pinching flesh, fidgeting, covering mouth,jiggling money or keys, tugging ears, wringinghands

Cooperation

Leaning forward, opening hands, sitting on edge ofchair, making hand-to-face gestures, unbuttoningcoat

Contd…

Body Language Cues

Power, Confidence

Making expansive movements, sitting upright,

steepling hands, placing hands behind back or in coat

pockets with thumbs out, acting affable, turning one’s

back, sitting in relaxed, almost sprawling position

Weakness, Insecurity

Making small movements, hunching over, pinching

flesh, chewing pen, twiddling thumbs, biting fingernails,

leaning forward with feet together on floor

Frustration

Taking short breaths, making “tsk” sound, wringing

hands, clenching fists, pointing index finger, running

fingers through hair, rubbing back of neck

Four Space Zones for Social Interaction

Zone Distance Uses

Intimate 0 to 1½ feet Reserved for members of the family

and other loved ones.

Personal 1½ to 4 feet For talking with friends privately. The

outer limit enables you to keep

someone at arm’s length.

Social 4 to 12 feet For acquaintances, fellow workers

and strangers. Close enough for eye

contact yet far enough for comfort.

Public 12 feet and over For use in the classroom and for

speeches before groups. Nonverbal

cues become important as aids to

communication.


Checklist of Techniques for Improving Nonverbal

Communication Skills

Establish and maintain eye contact

Use posture to show interest

Reduce or eliminate physical barriers

Improve your decoding skills

Probe for more information

Avoid assigning nonverbal meanings out of context

Associate with people from diverse cultures

Appreciate the power of appearance

Observe yourself on videotape

Enlist friends and family

Documents

Nonverbal communication