Speaking without Words

Kimberly Bradshaw - Managing Director, Buzzacott HR Consultancy

December 2013

Agenda

What non verbal communication is

Strategic impact of non verbal communications

Overview of the research

What we are saying without words

Using non verbal behaviour to improve leadership

Questions

What is non verbal communication?

“We speak with our vocal organs, but we converse with our whole bodies”

Abercrombie 1968

What is non verbal communication?

How much of communication is non verbal?

Strategic impact of non verbal communications

Higher reliability than words

Meaning during conversation/meetings

Role in making judgements

Communication: a key organisational process

Decision making

‘Sender’s’ message vs ‘listener’s’ interpretation

Essential for interpersonal exchanges

BUT - unconscious

See what you think…

The Research

Unique – only study in organisations

90 different non verbal behaviours

Four categories

The Research

12 seconds between each non verbal behaviour

Key themes/messages

The research

On the starting blocks…– Five standard poses

NVC through extremities

What we are saying without words

Exercise:Identify NVCsWhat are they saying?Who is new to the team?

Standard pose (5)

Extremities (hands, eyebrows)

Gestures – emphasis, anxiety, authority

Hunching - anxiety

Direction of gaze - listening

Grooming/self touch – anxiety, thinking

Request to speak/end of speech – hands/body

Nodding – when speaking

Conflict

Frowning

Mirroring – use of body

Power – use of body

Prevent own speech – hands on mouth

Listening – head lean

Relationship – body position

Conflict – body angle and position

Emphasis – hand gestures

Smiling

Helpful behaviours

Use of mobiles

Fidgeting

Anxiety – throat clearing

Interrupting

Recognition – ‘yay’

Using non verbal communication to improve leadership

Using non verbal communication to improve leadership

ExerciseWhat NVCs look most senior?What are they?Why do you think that?

Using non verbal communication to improve leadership

Positive indicators Power and authority

– Body position

– Stillness

– Use of space

– More expressive face Confidence

– Body position

– Fewer NVBs Credibility

– Less smiling

– More nodding

Using non verbal communication to improve leadership

Positive indicators Listening and respect

– Direction of gaze

– Head lean

Thinking– Frown

– Looking up

Relationship building– Sitting adjacent

– Mirroring

Using non verbal communication to improve leadership

Undermining behaviours Anxiety

– Fidgeting

– Throat clearing

– Grooming

– Self touch

Conflict– Hunching

– Body angle

Using non verbal communication to improve leadership

Undermining behaviours Lack of seniority

– Smiling

– Helpful behaviours

Lack of respect/attention– Use of mobiles

– Direction of gaze

Questions and Answers