Handout 5: Body language PowerPoint presentation Unit 222 (B&A 34): Communication in a business environment Handout 5: Body language

Can be negative or positive. Introduction Can be negative or positive. Body language can affect the behaviour of others Should not be considered in isolation but should be considered along with the words being used. Body language of both speaker and listener will affect outcome. This is a form of non-verbal communication. Being aware of it, allows us to choose the positive. Others react to what they perceive the message to be and vice versa. Both the speaker and the listener convey messages through their body language which can impact dramatically on the outcome of the interaction.

The following all convey a message: The way we stand – posture. Body language The following all convey a message: The way we stand – posture. Gestures we make. Facial expressions. Facial expressions Smile is welcoming. Frown is not, but can indicate thought. Raised eyebrows can indicate surprise or disbelief. Pursed lips – disapproval.

Posture – what messages do the following send? Standing straight – Confident Drooping shoulders or looking at the ground – Nervousness or disinterest Crossed arms – Defensive and unapproachable Hands on hips – Stern and confrontational. Standing very close – Can be intrusive and forceful. Standing straight makes us feel and appear confident. Drooping our shoulders or looking at the ground conveys nervousness or disinterest. Crossed arms indicate that you are defensive and convey the message of being unapproachable. Putting your hands on your hips makes you look stern while putting your hands in your pockets can often make you seem nervous and can lead you to jingle the change in your pockets – something you may not notice but other people certainly do! Standing very close to a customer can be intrusive and forceful.

Gestures – what messages do the following send? Drumming fingers on a table – impatience. Pointing – aggressive and threatening. Talking with our arms is something we all tend to do and in many cultures this is normal. We make gestures with our arms, hands and our head. It is important, however, not to overuse hands, arms and head: nodding constantly or waving an arm about can be gestures we make without realising we are using them and can detract from the message we are trying to communicate.

Facial expressions – what messages do the following send? Smiling – Welcoming. Frowning – Not welcome or thoughtful. Raised eyebrows – Surprise or disbelief. Pursed lips – Disapproval. It is important to realise that to different cultures, the messages you communicate through your body language can be different. In some cultures people guard their personal space and do not like it when you invade that personal space. Overall your body language speaks volumes and you should be aware of the message it is conveying. Mirroring (without obviously mimicking) can create a feeling of empathy. Facial expressions Smile is welcoming. Frown is not, but can indicate thought. Raised eyebrows can indicate surprise or disbelief. Pursed lips – disapproval.

Eye contact No eye contact – ‘shifty’ and untrustworthy. Eye contact gives the impression that the person is important and you are talking directly to them. Do not to look at a person for more than a few seconds – they will feel uncomfortable. With a group, make eye contact with each person.

Your body language messages Be aware of your own body language to ensure you do not betray feelings of boredom or irritation. Ask colleagues for feedback on your body language – you may find you have habits you were not even aware of! Or if the opportunity arises, observe video footage of yourself.