Nonverbal Communication We speak only with our mouths, but we communicate with our whole bodies.

90% of Communication is Nonverbal Gestures Body Position Facial Expressions Tone of Voice

Why is it important to understand body language? See how people react to us and our ideas You can control nervous habits and negative signals. People respond and remember more of what they see than hear. People believe actions over words.

And Finally…. When a person’s words and body language say different things, we tend to believe the body language and doubt the words. What would you think if these people said they were only friends?

Do We Believe Her? “I love my job! I like all aspects of it, especially talking on the phone to clients.”

What is Positive Body Language? Definition – the way we use our bodies to send messages Relaxed posture Relaxed arms Good eye contact Nodding agreement Smiling at humor Leaning closer Using gestures

What is Negative Body Language? Body tension Arms folded Speaking hand to mouth Fidgeting Yawning Frowning Remaining distant

Interpreting Nonverbal Messages Don't just look - see Consider person's normal physical behavior Look for clusters of signals, not just one

Facial Expressions Six emotions are the foundation Surprise Fear Anger Disgust Happiness Sadness

Facial Expressions Different Facial Areas for different emotions Disgust - nose, cheek, mouth Sadness - brows and forehead Happiness - cheeks and mouth Fear - eyes and eyelids

Tone of Voice The pitch and timbre (distinctive tone) show the true feelings “Oh” can mean… "You surprised me." "I made a mistake." "You're a pain in the neck!" "You made me so happy!" "I'm bored." "I'm fascinated." "I don't understand."

Tone of Voice Remember all of the Types of Delivery we discussed??? Articulation Pronunciation Pitch Inflection Volume Rate

Four Messages of Clothing Status – military uniform, shows rank Occupation – company uniform with name on it Social awareness- following guidelines of what is socially acceptable; trendy Inner feelings – bright colors, somber, conservative, loud, unique

Multicultural Messages Frame of reference is important in understanding symbols. What means “Hook ‘em Horns” in Texas, means… Italy - insult Brazil - good luck Hindus - cow In business, body language wins out over verbal communication.

Greetings are different around the world Latinos hug Japanese bow French kiss both cheeks English & Americans shake hands Romans clasped forearms Arab citizens say “Salaam” Eskimos slap hands on heads or shoulders Maoris rub noses Polynesians embrace each other and rub backs East Africans spit at each other’s feet

How Countries Feel About Distance Enjoy Touching Middle East Latin America Italy Greece Russia Don't Like Touching Japan U.S. and Canada England Australia Middle Ground France China Ireland India

Types of Touch Professional – handshake with appropriate distance Social – warm handshake with other hand clasped Friendship – touching shoulders, arms around shoulders Love – gentle hug, adoring eyes Sexual – kissing , hands on other body

Women vs. Men Women respond to touch differently than men Nurse's touch Women- blood pressure down Men- blood pressure up

Types of Space Personal Intimate Under 18 inches 1-1/2 to 4 feet Confidential Exchanges Conversations with friends & colleagues Social 4 to 12 feet Public Over 12 feet Social & Business Exchanges Public Spaces like Shopping Malls

How Do You Know When You Violated the Rules? Pretend you are on a business trip in a foreign country. You are talking with some other business people during the lunch break and you touch a person’s arm to get their attention. Pretend this person perceived your touch as inappropriate. What in this person’s body language tells you that you have made them uncomfortable?

Nonverbal Rules and Norm Violations Examples: Men holding hands Pushing & shoving (not forming a line) Skipping into a business meeting Closely facing a stranger in an elevator Help me think of more!

Nonverbal Communication in the Workplace "We talk with our vocal chords, but we communicate with our facial expressions, our tone of voice, our whole body,” Psychologist Paul Ekman

Question for You: Friendliness Efficiency Power Productivity Most of the nonverbal communication in the workplace centers on what theme? Friendliness Efficiency Power Productivity

Answer: Friendliness Efficiency Power Productivity

How is POWER Displayed Nonverbally? POWERFUL Lean back in chairs, fold arms behind heads and put feet up on desk Large, fluid gestures Shows easy confidence and command of space LESS POWERFUL More rigidity (think - soldier standing at attention) Clasped hands, arms folded Scratch leg, touch nose, rub finger over lips, etc.

Steps to a Professional Personality To be successful, you have to look successful. Confident posture- shoulders back (it shows interest) Don't smile constantly Why? Look desperate for approval; power robbing behavior Cocking your head suggests hesitation Don’t touch your face, fix your tie/hair Makes you look nervous

Steps to a Professional Personality Be the first to interact More likely to control the mood and content of conversation Be in command when seated Forearms on the table Don't slouch or jiggle your foot Work on your firm handshake What makes a good handshake? Maintain good, direct eye contact

How to Tell Lying Decreased hand activity Increased Facial touching Concerned subconsciously, hands will give you away Hide them, sit on them, clasp them together Increased Facial touching Earlobe pull Hand on brow Mouth cover Lip Press Hair Groom Stiff and rigid posture Increased body shifting Squirming, desire to escape Reduced eye contact Look up and to the left

Recalling the Facts What type of communication can you only get in face-to-face meetings? Which are you likely to believe–what you see or hear? Is body language the same worldwide? How does space define the type of communication? What type of nonverbal communication is the most easily controlled? How can you tell when someone is lying? Are you always aware of your body language? Should you always smile in business situations? Look Back on Page 136 of textbook

Vocabulary Nonverbal message Body language Tone of voice Gesture Personal space Intimate distance Personal distance Social distance Eye contact List on Page 113 of textbook