Communication

Effective Training on Functional Non-Verbal Behaviour

1. INTRODUCTION

COMMUNICATION:

Communication is a process of transferring information from one entity to another.

Communication processes are sign-mediated interactions between at least two persons.

Communication is commonly defined as "the imparting or interchange of thoughts, opinions,

or information by speech, writing, or signs".

Communication is a process whereby information is enclosed in a package and is

channelled and imparted by a sender to a receiver via some medium. The receiver then

decodes the message and gives the sender a feedback. All forms of communication require a

sender, a message, and an intended recipient,

THE COMMUNICATION PROCESS:

SOURCE ENCODING CHANNEL DECODING RECEIVER

FEEDBACK

Fig No.1: Communication Process

There are auditory means, such as speech, song, and tone of voice, and there

are Non-Verbal means, such as body language, sign language, paralanguage, touch, eye

contact, through media, i.e., pictures, graphics and sound, and writing.

“Communication is a process that allows people to exchange information

by one of several methods.”

Fig no.2: Classification of Communication

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COMMUNICATION

VERBAL NON-VERBAL

SPEAKING / SINGING BODY LANGUAGE,

SIGN LANGUAGE, PARA LANGUGAE, EYE CONTACT etc….

http://en.wikipedia.org/wiki/Writing

http://en.wikipedia.org/wiki/Eye_contact

http://en.wikipedia.org/wiki/Eye_contact

http://en.wikipedia.org/wiki/Haptic_communication

http://en.wikipedia.org/wiki/Paralanguage

http://en.wikipedia.org/wiki/Sign_language

http://en.wikipedia.org/wiki/Body_language

http://en.wikipedia.org/wiki/Nonverbal_communication

http://en.wikipedia.org/wiki/Information


NON-VERBAL COMMUNICATION:

Non-Verbal communication is the process of communicating through sending and

receiving wordless messages. Such messages can be communicated through gesture, body

language or postures like facial expression and eye contact, object communication such

as clothing, hairstyles or even architecture, or symbols and info graphics, as well as through

an aggregate of the above, such as behavioural communication. Nonverbal communication

plays a key role in every person's day to day life, from employment to romantic

engagements.

Speech may also contain nonverbal elements known as paralanguage, including voice

quality, emotion and speaking style, as well as prosodic features

like rhythm, intonation and stress. Likewise, written texts have nonverbal elements.

BODY LANGUAGE:

“Body Language is the unspoken communication that goes on in every Face-to-Face

encounter with another human being. It tells you their true feelings towards you and how well your

words are being received. Between 60-80% of our message is communicated through our Body

Language, only 7-10% is attributable to the actual words of a conversation.” (OR)

“Body language is a form of non-verbal communication, which consists of body

posture, gestures, facial expressions, and eye movements. Humans send and interpret such signals

subconsciously.”

Therefore body language could be understood as a broad term for forms of

communication using body movements or gestures in addition to sounds, verbal

language or other forms of communication.

It includes the most subtle of movements that many people are not aware of.

Body languages are important in one-on-one communications.

In group situations, often only one person at a time is speaking, while non-verbal

communication is coming from each individual in the group. The larger the group, the

more impact body language may have.

The face & eyes are by far the most important features in Body Language.

The technique of "reading" people is used frequently. For example, the idea of mirroring

body language to put people at ease is commonly used in interviews. Mirroring the body

language of someone else indicates that they are understood.

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http://en.wikipedia.org/wiki/Eye_movement_(sensory)

http://en.wikipedia.org/wiki/Facial_expression

http://en.wikipedia.org/wiki/Gesture

http://en.wikipedia.org/wiki/Human_position

http://en.wikipedia.org/wiki/Human_position

http://en.wikipedia.org/wiki/Non-verbal_communication

http://en.wikipedia.org/wiki/Stress_(biological)

http://en.wikipedia.org/wiki/Intonation

http://en.wikipedia.org/wiki/Rhythm

http://en.wikipedia.org/wiki/Paralanguage

http://en.wikipedia.org/wiki/Behavioral_communication

http://en.wikipedia.org/wiki/Infographics

http://en.wikipedia.org/wiki/Architecture

http://en.wikipedia.org/wiki/Hairstyles

http://en.wikipedia.org/wiki/Clothing

http://en.wikipedia.org/wiki/Facial_expression

http://en.wikipedia.org/wiki/Posture



http://en.wikipedia.org/wiki/Gesture

http://en.wikipedia.org/wiki/Message

http://en.wikipedia.org/wiki/Nonverbal_communication


Body language signals may have a goal other than communication. Both people would

keep this in mind. Observers limit the weight they place on non-verbal cues. Signallers

clarify their signals to indicate the biological origin of their actions. One example would be

yawning, showing lack of interest, desire to change the topic.

Body language is an important part of communication which can constitute 50% or more

of what we are communicating. If you wish to communicate well, then it makes sense to

understand how you can (and cannot) use your body to say what you mean.

Fig No.3: Classification of Non-Verbal Communication

Body language is most effective when it is combined both the handshake and good

eye contact.

The advantages of the proper body language are :

Easily visible aspect of communication.

It adds intensity to the process of communication and also

Improves the overall atmosphere and looks of organization.

Improve the customer relationship with the organisation

Uniqueness of the working environment incorporating the proper body

language.

The disadvantages are as follows:

People from different background and cultures

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No use, if listener is inattentive.

Ineffective in large gathering.

1.2. NEED FOR THE STUDY:

To create awareness among employees about the Non-verbal Behaviour.

To develop the formal relationship among employees in the organisation.

To enhance the quality of body language for creating impression

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To increase the customer relationship with the organisation

There are the other few general reasons why body language is very important:

1. Recognizing the significance of non-verbal gestures can help us better understand our own

feelings or the feelings of the customers:

If we start paying closer attention to our own facial expressions or body movements,

we will recognize when we are becoming upset or bored more easily. Analyzing body

gestures can also help us to understand how customers are feeling. Customer’s true emotions

will be visible to us via facial and body movements once we learn to see the signs.

2. Learning to interpret body language correctly can prevent misunderstandings obtained

from the customers and colleagues:

Watching customer’s facial expressions or body gestures can reveal to us if someone

is feeling uncomfortable or being dishonest, we can address the situation right away. If we

rely solely on what another person is saying, we may miss important clues as to their real

feelings or intentions.

3. Body language can convince others to accept what we have to say:

. Persuasive body language is crucial to sales. However, it can be used in any social

situation. People will be much more apt to listen to and believe in what we have to say when

we use confident, persuasive body language. We will appear more trustworthy and reliable.

4. Interpreting body language will improve our successful interactions with everyone around

us:

We will learn to communicate much more effectively by combining appropriate body

gestures with the words we choose. By learning how to interpret the body language of others

as well as ourselves, we will have more meaningful interactions.

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1.3. OBJECTIVE OF THE STUDY:

The main objective of the study is to observe the employees of the organisation,

making personal contact with them regarding perfect body language, bringing the report to

the notice of the HR manager of the behavioural aspects of the employees and finally

training to all the employees of the organisation like sales executives, sales managers,

finance managers etc..

The other specific objectives are:

To make all the employees aware about the positive and negative aspects of non-

verbal communication including eyes, posture, facial expression, dressing, walking,

and arm and leg positions.

To train the employees in best non-verbal communication to use in Customer

Management

To make the employees aware of the best body language while dealing with clients,

peers and bosses

To provide the importance of non-verbal communication or body language to combat

the complaints about employee behaviour in the organisation

1.4. SCOPE OF THE STUDY:

The study covers body language i.e., non verbal communication of the employees of

Malik Cars Pvt.Ltd from managerial level to executive level of both Finance, Sales and HR

along partially covered workers of the organisation.

Under this, the types of body languages, facial expressions, eye contact, hand

movements, postures, gestures and some other aspects are covered.

A report is made based on the training program provided on the non-verbal behaviour

for the employees of the organisation and presented a seminar on the best ways to improve

the non verbal communication, productivity and morale

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1.5. DATA SOURCES:

The study is done completely based on the individual observations and Focus Group

Discussion.

1.6. SAMPLING:

1. Non Probability - Purposive Sampling.

1.7. DATA ANALYSIS:

Data analysis is made based on the training module and also through the long-term

behavioural change by assessment forms.

2. LITERATURE REVIEW

Communication is a dynamic process with the interacting components of sending,

receiving and feedback. Nonverbal cues may provide clarity or contradiction for a message

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being sent. If an ironic statement is made with a smile, the receiver knows to find it

humorous instead of disconcerting. If we are sending a verbal message intending to deceive

and avert our eyes the receiver knows we may be lying. Nonverbal cues also influence how

we perceive and are perceived. Familiar faces may make us more likely to start a relationship

and continue it. Nervous facial expression hinders other`s perception of our competence and

persuasiveness. Nonverbal cues can provide information we may not want dispelled.

Nonverbal communication has many functions in the communication process. It

regulates relationships and may support or replace verbal communication. Among the many

factors contributing to nonverbal communication are sending and receiving ability and

accuracy, perception of appropriate social roles, and cognitive desire for interpersonal

involvement or assessment. Difficulties may arise if communicators are unaware of the types

of messages they are sending and how the receiver is interpreting those messages.

Discrepancy may also arise if the sender`s message does not fit the receiver`s perception of

social norms for the particular situation. Research in nonverbal communication provides

awareness and possible solutions to many communication problems.

Humans do not display pure emotion. Our affective states are a mixture of varying

quantities and strength of emotion. The neurophysiologic composition of the human body

defines our ability to convey opposing and overlapping emotions at the same time. For

example, anger, is often accompanied by anxiety and fear. The emotional overlap often

creates confusing messages for the receiver. In general humans are able to communicate

complex emotion through behavioral cues allowing the recipient opportunity to infer the

sender`s prevailing psychological state. Communication is not a static event. It implies

sending, receiving and feedback. Emotional expression is a communication process. By

choosing one emotional message cue, as is often done in the experimental setting,

disregarding previous and subsequent messages may negate the overall intended

communication.

The facial display is used to convey the appropriate meaning of the verbal message

and is similar to a verbal interjection.When direct eye contact was added to facial expressions

an increased rating was given for credibility. Facial expression and other nonverbal cues used

to project internal states also influence our personal relationships.

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Researchers have found that facial characteristics may compel one to desire

communication interaction with another. The introduction and management of interpersonal

relationships often rely on nonverbal communication. Facial characteristics of a significant

other are used as a template for evaluating new people. When a facial similarity to someone

already liked is recognized, those good feelings are transferred to that new person. We are

more likely then to approach and to desire acceptance by the new person. The ability to

interpret nonverbal communication is acquired at a very young age. The nonverbal

information we acquire and use affects the perceptions of us by others and also may direct

interpersonal relationships.. If the expectancies are met, then reciprocity of the nonverbal

cues occur. If, however, there is a discrepancy between what is expected and what is

interpreted or presented, then compensation is made to create intimacy equilibrium. For

example when a person stands too close, creating a discrepancy in social norms, the other

person will compensate by moving further away.

Knowledge of the effects nonverbal communications introduce is needed, because our

awareness may enhance favourable communication. Nonverbal cues may be unconsciously

acted and reacted upon, regulating proximity, gestures, eye gaze and touch. Each component

of nonverbal behaviour affects our relationship and interpersonal environment in intricate

ways. Nonverbal cues provide insight into affect states, influence another`s perception of an

individual`s competence, persuasiveness, power, sincerity and vulnerability. In a new age

where increasing population is decreasing personal space, it is imperative to understand

cultural and personal communication differences and similarities.

3. COMPANY PROFILE

Malik Cars is the authorized dealer for TATA Motors Ltd. for its entire range of

Passenger Cars for twin cities and surrounding districts. Its business is managed under the

table leadership of Mr Rajesh Malik and Mr Neeraj Malik with the guidance of Mr

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Suresh Chandra Malik, who is a veteran in automobile industry. They are assisted by

professionally trained and dedicated work force extending excellent service at sales and after

sales.

Malik Cars have two show rooms located in prime locations of Twin Cities. The

main show room is located on Road No. 1, Banjara Hills. This show room is a unique two

level show Room covering an area 14,000 Sft. Second show room is located on Main Road,

Himayatnagar consisting of three floors measuring 10,250 Sft. Both the show rooms are

manned by 160 professionally trained staff to provide excellent buying experience.

Malik Cars fully automated work shop is located at Shaikpet on Tolichowki Road

with latest mechanical and electronic equipment as per the specifications of our principals.

The total work shop is located on a sprawling area measuring 6 Acres. The work shop is

manned by more than 250 technically qualified and trained personnel to provide excellent

after sales service. It has in house counter business having tie-up with TATA Motors Finance

Limited, HDFC and ICICI to provide hassle free finance to its customers.

Its mission is to achieve maximum customer satisfaction by adhering to systems and

procedures through quality service.

Its vision is to expand their paradigm to encompass the customer experience in its

entirety by providing One-Stop Shop with hassle free finance, insurance, accessories and

delivery across the table with cost effectiveness.

4. METHODOLOGY

The training module is designed based on the following phases:

Phase-1: Literature Review – Page No.8

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Phase-2: Collection of Data and the observations made

Phase-3: Design of Training Module based on the six steps of Functional Behaviour

Assessment:

Step

s

Description Interpretation Page No.

1. Defining the Problem Gap Analysis and Scope of the Study 11

2. Device a plan to collect the data Observation by Indirect methods 12

3. Workshop Calendar Training program day wise Schedule 13

4. Development and Implementation Course of Action 14

5. Monitor the Plan Monitoring Techniques 15

6. Future Actions Observation Forms and Improvements 15

Phase-4: Evaluation Process - Evaluation is going to be made only after 7 months by the

management of the organisation, since the non-verbal behaviour involves the long term

orientation and execution

The six steps are explained by giving the detailed description:

1.1. GAP ANALYSIS

For an organisation to be run properly management must be successful in achieving

its goals. There were main reasons why communication was so vital within management.

Lack of awareness about the Non-verbal Behaviour.

Lack of diversification.

Customer relationship with the organisation is lessening due to informal behaviour

Relationship between the managerial level and executive level is informal.

Customer satisfaction is very low when compared pre purchase and post purchase of

the vehicle due to less communication and relationship with customers

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Influence of miscommunication through body language making the impact on the

customer.

Accumulation of more complaints on employees at managerial level based on the

interpersonal skills

Organisation goal is to be unique by formal relationship to enrich its profits compared

to its competitors.

1.2. SCOPE OF THE STUDY:

The study covers body language i.e., non verbal communication of the employees of

Malik Cars Pvt. Ltd from managerial level to executive level of both Finance, Sales and HR

along partially covered workers of the organisation.

Under this, the types of body languages, facial expressions, eye contact, hand

movements, postures, gestures and some other aspects are covered.

A report is made based on the do’s and dont’s in the body language observed from

the employees of the organisation and presented a seminar on the best ways to improve the

non verbal communication, productivity and moral.

2. OBSERVATION BY INDIRECT METHODS

Systematic observation of present Non-verbal behaviour of the employees. These are

the following indirect methods are used

Interviews – One to One.

Interaction with the customers.

Continuous observation while dealing the customers

3. WORKSHOP CALENDER

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Day Timing ( Hour ) Topics Covered P.No

Day-1 10:00am – 11:00pm Importance of Understanding Oneself 16

02:00pm – 03:30pm Relationship between Interpersonal Communication

Skills and Organisational Commitment

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04:00pm – 5:45pm Communication 1

Day-2 10:00am – 12:30pm Role play and Games

02:00am – 03:30pm Body Language and Types of Body Language 18

Day-3 10:00am – 12:30pm Core Patterns, Classification 24

02:00pm – 03:00pm Interviews – One to One

03:00pm – 04:00pm Work Situation Based Examples, Video Graphics sessions on Non Verbal Behaviour.

Day-4 10:00am – 12:00pm Understanding Body Language part-1 26

02:00pm- 04:00pm Understanding Body Language part- 2 37

Day-5 10:00am – 11:00am Common Observations 45

11:00am – 12:00pm Putting People at Ease & Creating Trust 46

02:00pm – 03:00pm Videos on the job commitments

Day-6 10:00am – 11:00amSelling the product and influencing the customers

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02:00pm – 03:00pm Neutralizing angry customers and nervousness 53

03:00pm – 04:00pm Negative vs Positive Body Language

Day-7 10:00am – 11:00 am 18 Ways of improvement 55

02:00pm – 03:00pm Self Evaluation Process

Table No.1: Workshop Calendar

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4. COURSE OF ACTION

Functional Behaviour Assessment (FBA) is a systematic process for describing

problem behaviour and identifying the environmental factors and surrounding events

associated with problem behaviour. This information is used to develop an effective plan for

reducing the frequency or severity of problem behaviour, and to identify and teach more

appropriate replacement behaviour. Observation and interview procedures are usually part of

a FBA. Observation is conducted to determine the antecedents and consequences of the

identified problem behaviour.

A future action plan is involved by an observation form for both the managers and the

customers to interpret the behaviour and provide the feedback in knowing the success rate of

the training module

The behaviour intervention plan is a detailed plan for implementation of the changes

in antecedents, consequences, and replacement behaviours which have been identified to help

the employee learn more appropriate behaviour. The plan usually includes baseline data on

the frequency and/or severity of the target behaviour.

6. FUTURE ACTIONS:

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ABC Observation Form

Antecedent-Behaviour-Consequence

Employee:_____________________________ Observer:___________________________

Date:__________________ Time:______________ Activity:______________________

Context of Incident:

Antecedent:

Behaviour:

Consequence:

Comments/Observations:

Table No.2: Observation Form

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5. THEORITICAL FRAMEWORK

DAY-1: 5.1. Importance of Understanding Oneself

Everything we think, expect or understand comes from our memory of the past. This

is a survival system that you develop from birth. Many of the events that take place after

your birth are recorded in your memory. These experiences may be either positive or

negative. An example of a negative experience maybe falling off a tree, an example of a

positive experience may be learning to ride your first bike. We have a huge stock of

experiences that are accumulated in our subconscious.

This process of memory is correlated with our physical need to survive. Without

memory we would not know where to go, what to do, or what to avoid. So the brain is

constantly recording in order to survive. This is why knowledge is considered to be powerful.

The human takes the inherited need for physical survival into the psychological realm, as in

protecting ones psychological identity.

To understand oneself it is important to see the fact of your existence, sure we may

have ideas, judge it, but all in all without memory or our experiences your identity would

cease as we know it. We think the way we do because of it. All this is psychology, but one

does not need a degree to understand the logic of it or to see it in action every day. These

experiences build up an image of who we are and this self image dictates our life .

Understanding oneself is a very significant task that one has to undertake. It is also

quite challenging. If one clearly understands his own self and what he wants to achieve, then

he is better prepared to reach his own personal fulfilment and objective. This knowing will

lead one through the path towards eventual success. Therefore knowing oneself actually

empowers and allows one to plot different choices.

Knowing ourselves is a rather gradual process. The chance of success depends deeply

on how bravely one faces himself. Being brave in accepting those undesirable traits of

ourselves is crucial because it is only by accepting these faults can one can change for the

better.

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The fundamental principle of knowing oneself is that each individual must be

responsible, is in control and generate on their own life path and situations. This process of

unfolding is hampered if one does not understand himself well enough.

Knowing ourselves can never be bad. The knowledge is applicable in all aspects of

life, including careers and working life. Acting on the goals is important! Success do not

come overnight. Patience is the key. However, bear in mind that in life, we can't fully avoid

unpleasant situations.

To begin to understand this is to begin to understand our own. When understanding

anything we are not drawing conclusions, you are observing the facts as they arise. Life is

not stagnant, yet we try to solve the changing challenges of life with a fixed solution.

Understand yourself by simply observing the facts. Find out the truth of who you are,

because the truth will set you free.

5.2. Relationship between Interpersonal Communication Skills and

Organizational Commitment:

The need for thoughtful, effective communication in the workplace is paramount.

Seldom does an employee work in absolute isolation, instead, workers interact with

consumers, peers, and management on a daily basis, this makes interpersonal communication

an essential skill for today's employees.

Today's employers look for quality skills in interpersonal communication, critical

thinking, and problem-solving, not just the ability to complete job duties. Consequently in

the absence of effective communication, organizational goals will succumb to individualistic

and personal goals. Effective interpersonal communication skills are essential to social

interaction and to the building and maintenance of all relationships.

Poor communication skills can cause irrevocable damage to relationships such as

affecting productivity, satisfaction, performance, morale, trust, respect, self confidence, and

even physical health. In any organization, the success of achieving its goals depends largely

on the manager's communication ability and skills

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DAY-2: 5.3. DEFINITION OF BODY LANGUAGE (KINESICS):

Body Language or “Kinesics” is the study of nonverbal communication. Although not

an exact science, the serious student of body language can gain an extraordinary advantage in

both social and professional situations.

Is It Learned Or Instinctual?

Body language is both a learned and instinctual process. Some of it is hard wired

and therefore the same in all humans – the rest varies depending upon how and where the

person was raised.

For example, some facial expressions (like smiling to indicate happiness and

frowning to indicate displeasure) are universal. These gestures stem from hard wired

impulses - signals sent directly from the lower brain to the facial muscles. As a result, there

isn’t a lot of opportunity for a person to purposefully modify their expression, and we see the

same expression from culture to culture all around the world.

But many aspects of body language do vary from person to person and culture to

culture, indicating that body language is also a learned process.

“The body language we convey to the world is a combination of instinct, learned behaviour

and imitation of others.”

Is Body Language Under Our Conscious Control?

The vast majority of people exhibit body language clues without being aware they are

doing so because much of the behaviour is either autonomic (hard wired and reflexive), or so

highly conditioned in their life that they do it without thinking. For example, while a gesture

like slapping our forehead to emphasize our forgetfulness is deliberate, most of the

nonverbal cues we give off are done without our conscious knowledge.

However, the average person has the ability to become aware of most aspects of their

body language

Although body language encompasses both conscious and unconscious postures and

gestures, special attention is given to those movements and postures done without awareness.

What Does Body Language Include?

Body language can include any reflexive or non-reflexive bodily movements that an

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individual uses to convey a message to the outside world.

What Body Language Does Not Include?

“Body Language” includes postures and movements, not the meaning of static

physical features.

FACTORS WHICH INFLUENCE INTERPRETATION:Gender, culture, level of familiarity, and whether the setting is personal or

professional all have an impact on how body language is interpreted.

1. Gender Differences:

Because women are more communicative in general (while men are more analytical),

they use both verbal and nonverbal cues more frequently in their communication with others.

2. Cultural Differences

In the Cultural Differences we examine not only the subtle differences in such

gestures as greeting and pointing, but we’ll also delve into behaviours we should adhere to or

avoid when visiting particular parts of the world.

3. Contextual Factors:

To accurately interpret body language in most circumstances, one needs to be aware,

at minimum, of …

1) The culture in which it takes place.

2) Whether the environment is personal or professional.

3) The genders of the participants.

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5.3.1. TYPES OF BODY LANGUAGE:

Body language comes in clusters of signals and postures, depending on the internal

emotions and mental states. Recognizing a whole cluster is thus far more reliable than trying

to interpret individual elements.

Aggressive body language: Showing physical threat.

Attentive body language: Showing real interest.

Bored body language: Just not being interested.

Closed body language: Many reasons are closed.

Deceptive body language: Seeking to cover up lying or other deception.

Defensive body language: Protecting self from attack.

Dominant body language: Dominating others.

Emotional body language: Identifying feelings.

Evaluating body language: Judging and deciding about something.

Greeting body language: Meeting rituals.

Open body language: Many reasons for being open.

Power body language: Demonstrating one's power.

Ready body language: Wanting to act and waiting for the trigger.

Relaxed body language: Comfortable and unstressed.

Romantic body language: Showing attraction to others.

Submissive body language: Showing you are prepared to give in.

1. AGGRESSIVE BODY LANGUAGE:

• Facial Signals: Much aggression can be shown in the face, from disapproving frowns

and pursed lips to sneers and full snarls.

• Attack Signals: When somebody is about to attack, they give visual signal such as

clenching of fists ready to strike and lowering and spreading of the body for stability.

• Exposing Oneself: It can include not looking at the other person, crotch displays,

relaxing the body, turning away and so on.

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2. BORED BODY LANGUAGE

• Distraction: A bored person looks anywhere but at the person who is talking to them.

They find other things to do, from doodling to talking with others to staring around

the room.

• Repetition: Bored people often repeat actions such as tapping toes, swinging feet or

drumming fingers. The repetition may escalate as they try to signal their boredom.

3. CLOSED BODY LANGUAGE

• Arms Cross: In a closed positions one or both arms cross the central line of the body.

They may be folded or tightly clasped or holding one another. There may also be

holding one another.

• Legs Cross: When legs are crossed but arms are not, it can show deliberate attempts

to appear relaxed. This is particularly true when legs are hidden under a table.

• Looking down or away: The head may be inclined away from the person, and

particularly may be tucked down.

4. DECEPTIVE BODY LANGUAGE

• Anxiety: A deceptive person is typically anxious. This may include sweating, sudden

movements, minor twitches of muscles (especially around the mouth and eyes),

changes in voice tone and speed.

• Control: In order to avoid being caught, there may be various signs of over-control.

For eg.: forced smiles, jerky movements, etc.

• Distracted: A person who is trying to deceive needs to think more about what they are

doing, so they may drift off or pause as they think about what to say or hesitate

during speech.

5. DEFENSIVE BODY LANGUAGE

• Covering vital organs: In physical defense, the defensive person will automatically

tend to cover those parts of the body that could damaged by an attack.

• Fending off: Arms may be held out to fend off attacker, possibly straight out or

curved to deflect incoming attacks

• Seeking escape: Flicking the eyes from side to side shows that the person is looking

for a way out.

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6. EMOTIONAL BODY LANGUAGE

• Anger: It occurs when achievement of goals are frustrated. Examples are red face,

baring of teeth, clenched fists, invasion of body space, etc.

• Fear and nervousness: Fear occurs when basic needs are threatened. Examples are

cold sweat, pale face, damp eyes, varying speech tone, etc.

• Sadness: It indicates a depressive state. Examples are drooping of body, flat speech

tone, etc.

7. EVALUATING BODY LANGUAGE

• Hand movements: The classic signal of evaluation is the steeped hands which are

clasped together, either looking like they are praying, with both hands pressed

together, or with linked fingers and with index fingers only pointing upwards.

• Relaxed intensity: The body may well be relaxed and open. The person seems to be

unafraid or even unaware of danger. However there is also a level of concentration,

perhaps with pursed lips and an intense gaze. The chin may be resting in one or both

palms.

8. OPEN BODY LANGUAGE

• Arms & Legs open: Arms and legs are not crossed. For example appearing to hold

things and form more detailed shapes.

• Looking around and at the other person: The head may be directed solely towards the

other person or may be looking around. Eye contact is likely to be relaxed and

prolonged.

• Relaxed clothing: Clothing is likely to hang loosely and actions to loosen clothing

may take place.

9. POWER BODY LANGUAGE

• Handshake: As the other person approaches, move to left side, extend your arm

horizontally, palm down (be first to do this). Grab their palm firmly, pull them in and

hold their elbow with your left hand.

• Touching: Touching is power symbol. Touching people can be threatening, and is

used by leaders to demonstrate power.

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• Talking & Emoting: Talk with confidence and use the body beat in time with

assertions. It is also powerful to show that you have emotion, but in the right place

only.

10. RELAXED BODY LANGUAGE

• Torso: The torso may sag slightly to one side (but not be held there by irregular

tension). It may also be well-balanced, with the shoulders balanced above the pelvis.

• Breathing: Breathing is steady and slower. This may make the voice a little lower

than usual.

• Relaxed limbs: Relaxed limbs hang loosely. They do not twitch and seldom cross one

another, unless as a position of comfort.

11. SUBMISSIVE BODY LANGUAGE

• Body Positions: The body in fearful stances is generally closed, and may also include

making the body small and motionless.

• Submissive Gestures: There are many gestures that have the primary intent of

showing submission and that there is no intent to harm the other person. Hands out

and palms up shows that no weapons are held and is a common pleading gesture.

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5.4. CORE PATTERNS:

A number of core patterns can be identified that include clusters of body movements:

Crossing, Expanding, Opening, Preening, Repeating, Shaping, Striking, Touchin

g,Moving away and Moving farward

Parts-of-the-body language:

You can send signals with individual parts of the body as well as in concert. Here's

details of the contributions of each part of the body.

Head: Face, Cheek, Chin, Mouth, Lips, Teeth, Tongue, Nose, Eyes, Eyebrow,

Forehead, Hair

Arm: Elbow, Hand, Finger

Torso: Neck, Shoulder, Chest, Back, Belly, Bottom, Hips

Legs: Thigh, Knee, Foot

Other notes:

Remember that body language varies greatly with people and especially with

international cultures

Body as Cue, Evidence, Persuasion.

Body language caveat.

Emphasis with body language.

Social distances.

Touching.

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Classification:

Kinesics

Proxemics

Paralanguage

Kinesics

It is the interpretation of body language such as facial expressions and gestures.

Proxemics

It is to describe the measurable distances between people as they interact.Also called

Personal Space.

Paralanguage

The non-verbal elements of communication used to modify meaning and convey

emotion. Expressed consciously or unconsciously, and it includes pitch, volume and

intonation of speech. It is the closest to communication, with word symbols

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5.5. UNDERSTANDING BODY LANGUAGE:

Body language is the non-verbal movements we make as a part of how we communicate,

from waving hands to involuntary twitching of facial muscles.

Body as Cue, Evidence and Persuasion: How we shape changes how we feel.

Uses of non-verbal communication: How non-verbal communication is used.

Reading non-verbal: Basics of non-verbal communication.

Mehrabian's communication study: 7% words, 38% tone, 55% body language?

Haptic communication: Communicating by touch.

Kinesics communication: Communicating by body movement.

Nose Shapes: What do they mean?

Proxemic communication: Communicating by body positioning.

Sheldon's Body Personality: You are what your shape is.

Gesture types: Emblems and more.

Tells: Unconscious signals.

1.Body as Cue, Evidence and Persuasion:

Body as cue

Conditioning is a basic process whereby automatic feelings and actions are triggered

by the presence of particular cues. We become conditioned as a sensory stimulus is

repeatedly paired with a feeling, such as an angry parent with a slap, leading to any anger

evoking the emotional fear and hurt.

As we grow used to being with other people, we subconsciously learn to read their

body language particularly as it triggers emotions and memories that let us predict what will

happen next. And we then automatically react before the event occurs, for example flinching

at an angry voice. Positive cues happen too, such as when we feel good when others smile.

Using it:

Watch for correlations between a person's body position or movement and their

attitude. When they have a negative attitude, get them to change position, for example

getting them to sit if they are standing.

Body as evidence

26

http://changingminds.org/explanations/behaviors/conditioning/conditioning.htm


When we are aroused, we look to our environment to find explanation. If you are held

hostage with an attractive other person, you may conclude you are attracted to the person

rather than being frightened of the situation.

In research, Briñol, Petty, and Wagner (2009) felt more confident when reading

messages with their back straight and chest out than when they were slouched forward with

back curved in a doubt posture.

Using it:

In changing minds, you can help this by arousing the other person (for example by getting

them to talk about something that makes them happy) and then presenting a cue (such as

your product or idea).

You can also become more confident and powerful by adopting a confident and powerful

posture.

Body as persuasion

Research has shown that body language easily acts to persuade others, such as where

nodding increased a preference for a pen whilst a shaking head decreased preference for the

pen (Tom et al. 1991).

Using it:

We also persuade ourselves by the body language we are using. For example Strack,

Martin, and Stepper (1988) found that subjects who were made to use smile muscles (pen

between teeth) enjoyed cartoons more than those who were prevented from smiling (pen

between lips).

For persuasion, an implication of this is that if you can get a person to change their

body they will also change their mind. A typical example is giving a person who is

displaying closed body language something to hold or getting them to walk, thus forcing

them to open their stance.

2.Uses of non-verbal communication:

Modifying speech

Non-verbal communication has a significant effect on what is communicated. Modifications

include:

Positioning of body relative to other people and things

27

http://changingminds.org/techniques/body/closed_body.htm


Shape of whole body

Movement of limbs, head and fingers

Micro-movement of muscles

Skin colour and texture

Voice pitch

Texture of voice tone

Speed of speaking

Sweating

Bodily smells (eg. pheromones)

Speech modifiers are particularly significant when taken combination with speech and when

used at key points in speech, for example in creatingemphasis.

Replacing speech

Communication can be done without speaking. For example:

Pointing with feet, legs, hands, head or whole body

Gestures with fingers, hands and arms.

Tilting of head

Movement of any combination of the 90 muscles in the face.

Replacement for speech can be direct one-for-one gestures with clear meaning or may be

less obvious or conscious movements that signal requests, attitudes and intent.

Controlling conversation

Conversation is a process of turn-taking in talking. Non-verbal signals are used a great deal

in requesting, offering and managing control of who is speaking. This includes:

Butting into speech to take control.

Speaking louder or faster to retain control.

Pausing to allow others to butt in.

Stopping to request others to speak.

Leaning forward and moving to request speaking.

Looking away or moving back to show non-readiness to listen.

Conveying personality and status

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Non-verbal communication extends beyond bodily actions to anything that sends messages.

This includes much about who you are, and in particular where you fit into the social

hierarchy. Such items include:

Dress, including style, tidiness, coordination.

Personal adornments, from jewellery to watches and badges.

Office and desk space at work, including size and type of computer, chair, etc.

Items owned, from cameras to cars to houses.

Expressing emotion

Emotions are particularly expressed through non-verbal communication, where the voice

and body can tell a lot more about how you feel than your words. In particular, if you feel

unable to express emotions verbally, your words and body language can easily conflict,

sending messages that may be interpreted as stress or deceit.

3.Gesture types:

The physical movement of arms, legs, hands, torso and head are known gestures.

They play a very important role in conveying meaning without using words.

Gestures, the movement of arms and hands, are different from other body language in

that they tend to have a far greater association with speech and language. Whilst the rest of

the body indicates more general emotional state, gestures can have specific linguistic

content.

Gestures have three phases: preparation, stroke and retraction. The real message is

in the stroke, whilst the preparation and retraction elements consist of moving the arms to

and from the rest position, to and from the start and end of the stroke.

Emblems

Emblems are specific gestures with specific meaning that are consciously used and

consciously understood. They are used as substitutes for words and are close to sign

language than everyday body language.

For example, holding up the hand with all fingers closed in except the index and

second finger, which are spread apart, can mean 'V for victory' or 'peace' (if the palm is away

from the body) or a rather rude dismissal if the palm is towards the body.

Iconic gestures

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Iconic gestures or illustrators are closely related to speech, illustrating what is being

said and painting with the hands, for example when a person illustrates a physical item by

using the hands to show how big or small it is. Iconic gestures are different from other

gestures in that they are used to show physical, concrete items.

Iconic gestures are useful as they add detail to the mental image that the person is

trying convey. They also show the first person or second person viewpoint that the person is

taking.

The timing of iconic gestures in synchronization with speech can show you whether

they are unconscious or are being deliberately added for conscious effect. In an unconscious

usage, the preparation for the gesture will start before the words are said, whilst in conscious

usage there is a small lag between words and gesture (which can make the speaker appear

manipulative).

Metaphoric gestures

When using metaphoric gestures, a concept is being explained. Gestures are in three-

dimensional space and are used to shape and idea being explained, either with specific

shapes such as finger pinches and physical shaping, or more general waving of hands that

symbolizes the complexity of what is being explained.

Regulators

Regulators are used to control turn-taking in conversation, for example in the way that as a

person completes what they are saying, they may drop their arms, whilst a person wanting to

speak may raise an arm as if to grasp the way forward.

Affect displays

Gestures can also be used to display emotion, from tightening of a fist to the many forms of

self-touching and holding the self. Covering or rubbing eyes, ears or mouth can say 'I do not

want to see/hear/say this'. Holding hands or the whole body can indicate anxiety as the

person literally holds themself. Self-preening can show a desire to be liked and can indicate

desire of another.

Beat gestures

Beat gestures are just that rhythmic beating of a finger, hand or arm. They can be as

short as a single beat or as long as needed to make a particular point.

Beating and repetition plays to primitive feelings of basic patterning, and can vary in sense

according to the context. A beat is a staccato strike that creates emphasis and grabs attention.

30

http://changingminds.org/techniques/language/modifying_meaning/emphasis.htm

http://changingminds.org/disciplines/communication/models/viewpoint.htm


A short and single beat can mark an important point in a conversation, whilst repeated beats

can hammer home a critical concept.

Fig No.4: Best Gestures

Fig No.4: Palm Gestures

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Palm Gestures

Submissive Palm Position

Dominant Palm Position


Aggressive Palm Position

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Handshakes

Taking the Control

Shake like a Man

Giving the Control

Handshakes

Glove Handshake

Knuckle Grinder Handshake

Dead fish Handshake


Fig No.6: Handshakes

• Palm down thrust : signifies dominance or aggression.

• Palm up position: shows submission by the giver.

• Glove Handshake: ‘Politician Handshake’, this is with people one is familiar with.

Stiff Arm Thrust

Fingertip Grab

The Arm Pull

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Fig No.7:Body Gestures

34

Some More Body Gestures

Superiority Hand Gripping Wrist

Upper Arm Grip


Nose Rubbing

35

Dominant Personality

Mouth Guard


4.Nose Shapes:

There are several shapes of nose that can be seen on most human faces. Here is some folk

wisdom about what they may mean.

Turned up

Description: Lightly convex side profile, with tip turned up.

Example: Marilyn Monroe

Supposed personality: Supposed personality: Nurturing, loving and supportive. Enjoys new

experiences.

Hawk

Description: Strongly convex profile. Thin and sharp.

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Arm Barriers

Partial Arm Barrier

Superior AttitudeSuperior Attitude

And some postures that we all do recognize……..


Example: John Lennon

Supposed personality: Individual, perhaps rebellious.

Greek

Description: Straight profile.

Example: Admiral Lord Nelson

Supposed personality: Logical, cool, rational. Matter-of-fact and straightforward.

Roman

Description: Convex in profile, like a hook. Also known as 'aquiline' (eagle-like).

Example: Abraham Lincoln

Supposed personality: Measured, thoughtful. Influencing. Organisers.

Nubian

Description: Long, with narrower bridge and wide nostrils.

Example: Barack Obama

Supposed personality: Open, curious, exploring. Charismatic and sometimes emotional.

Snub

Description: Flatter overall and wider at the bottom.

Example: Muhammad Ali

Supposed personality: Quick-witted, rapidly adaptable.

5.Mehrabian's communication study:

Mehrabian concluded the following formula from these studies:

Total Liking = 7% Verbal Liking + 38% Vocal Liking + 55% Facial Liking

This is subsequently generalized to mean that in all communications:

7% happens in spoken words.

38% happens through voice tone.

55% happens via general body language.

6.Haptic communication:

Haptic communication is communicating by touch. This is used in a number of contexts

and also has dangers for the unwary as touching for example where another person can, in

particular circumstances, be interpreted as assault.

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Professional

Some jobs require that the other person is touched in some way, very typically by people in

the medical profession or other caring jobs.

Punishment

Touch can be negative as well as positive and a slap or a punch sends a very strong message

(that may well get the message sender into very deep trouble!).

Greeting

Touching is a common part of many greeting rituals, from shaking hands to cheek-kissing to

full-body hugs.

Such communication is highly ritualized and can contain subtle symbolism. For example

clasping the other person for a fraction of a second longer than normal can send such

different signals as affection and domination.

Guiding

When a person is physically moving, a touch on the body, usually the back, shoulder or arm

can guide them in the right direction.

Gaining attention

When you touch another person who is talking or otherwise engaged elsewhere, they are

very likely to turn their attention to you.

Touching here is very much in safe areas, such as the arm or shoulder.

Saying their name at the same time reinforces strongly this move.

Sympathy

When we are distressed, we will often appreciate the touch of another as a parent, providing

physical comfort.

The degree of touch in such circumstances varies greatly with the relationship, ranging from

a gentle touch on the arm to an arm around the shoulder to a full-body hug.

Friendship

Touching is often a part of friendship and demonstrates closeness. Friends will walk close

together and occasionally bump into one another. They will touch more during greeting and

may spontaneously touch one another during communication.

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7.Proxemic communication:

Personal space

The personal space around my body includes a number of concentric circles where the closer

areas are reserved for more trusted people. If you are closer to me, you may attack me, so I

will seek to keep close areas safer by forbidding all but approved friends.

Hall (1966) found four key zones:

Intimate: touching to 10 inches. For close friends and family.

Casual-personal: 18 inches to four feet: Informal conversation with friends.

Social-consultative: four to twelve feet: formal transactions.

Public: Addressing groups of people.

Note that this distance can vary significantly. Extraverts, for example, may have smaller

distances whilst introverts may prefer to keep their distance. People who live in towns and

cities are used to squeezing closer to people so have smaller spaces, whilst country people

stand so far apart they have to lean forwards to shake hands.

Also the distance varies greatly with nationality. For example the casual-personal distance

may be:

North America: 18 inches

Western Europe: 14 to 16 inches

Japan: 36 inches

Middle East: 8 to 12 inches.

FACIAL EXPRESSION:

A popular saying goes like this. ”The face is the index of the heart”. Whatever we feel deep

within ourselves is at once reflected in the face. It plays an important role in face-to-face

communication, we convey a lot without speaking a word.

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Fig No.8: Facial Expressions

40

Happy

Sad

Angry

Tired

Confused

“I lost my

wallet!”

“I can’t believe it!

That is unfair!”

“I got an A in Maths!

”

“It’s been a long day. I can’t keep my eyes open.!”

“I don’t know

what to do.”


Eye

EYE CONTACT:

Everybody knows that eye contact is of paramount importance in all face-to-face

communication. When we look at somebody face we primarily focus on his eyes and try to

understand what he means.

S.No Types Manner of portrayal Connotation

1. Business Eyes & Forehead Business Transaction

2. Social Forehead to Lips Social Interactions

3. Intimate From head to toe Call for intimacy

4. Shifty Eye Eyed keep Shifting Lack of credibility

5. Evasive eye Evasion of eye contact Lack of credibility

6. Stammering Eye Trying to get info focus Lack of confidence

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Facial expression

anger

fear

joy

sorrow contempt surprise disgust


figNo.9: Eye Contacts

POSTURES:

In any face-to-face communication or meeting or interview the way we hold our head, body

shape and posture is very important.

Fig No.10: Body Postures

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S.No Types Connotations

1. Hands in pocket

Walk disorganized, Head

bent

Walk disorganized, kicking

am imaginary object

Portrayal of macho image/shy/critical/withdrawn

- Depressed

- Angry

2. Focusing of Eyes

On the ground

In the air

- Lost in thought

- Preoccupied/ looking for answers on

solutions

3. Strutting style of walking Extreme certainity of opinions/ confidence

Table No.3: Eye contacts

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Fig No.11:Walking styles

S.No Types Manner of Portrayal Connotations

1. Felt Smile Upturned mouth with

lips closed.

Upper set of teeth

exposed with

simultaneous eye

contact.

Broad smile which

exposes both sets of

teeth.

Appreciative of the

interaction and happy

2. Miserable Smile One half the mouth is smiling Disillusioned & Dissatisfied

3. False Smile Slight turn at the end of the

mouth. Does not reach the eyes

Sarcastic/Sardonic/dangerous

Table No.4: Types of Smiles

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5.6.COMMON OBSERVATIONS:

S.No Non-Verbal Behavior Interpretation

1. Brisk, erect walk Confidence

2. Standing with hands on hips Readiness, aggression

3. Sitting with legs crossed, foot kicking slightly Boredom

4. Sitting, legs apart Open, relaxed

5. Arms crossed on chest Defensiveness

6. Walking with hands in pockets, shoulders hunched Dejection

7. Hand to cheek Evaluation, thinking

8. Rubbing the eye Doubt, disbelief

9. Hands clasped behind back Anger, frustration, apprehension

10. Locked ankles Apprehension

11. Head resting in hand, eyes downcast Boredom

12. Rubbing hands Anticipation

13. Sitting with hands clasped behind head, legs crossed Confidence, superiority

14. Open palm Sincerity, openness, innocence

15. Pinching bridge of nose, eyes closed Negative evaluation

16. Tapping or drumming fingers Impatience

17. Steepling fingers Authoritative

18. Patting/fondling hair Lack of self-confidence; insecurity

19. Tilted head Interest

20. Stroking chin Trying to make a decision

21. Looking down, face turned away Disbelief

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22. Biting nails Insecurity, nervousness

23. Pulling or tugging at ear Indecision

5.7. PUTTING PEOPLE AT EASE AND CREATING TRUST:

General Techniques:

With practice of and insight into your own body language, you can use the nonverbal cues your

body conveys to positively impact others. Let’s now take a closer look at some of the ways in which

conscious effort can be used to aid you in getting people to instinctively warm up to you.

Moods are Contagious : When you are feeling confident and positive, you will

make others around you feel the same way. Because your physical demeanor actually impacts your

overall mood, you can use body language to change the way you feel. In other words, if you’re

feeling grumpy, indifferent, or insecure in the presence of others, take stock of your body. Stand or

sit up straighter, smile and push your shoulders back. Take a deep breath and reevaluate your mood.

You naturally feel better, don’t you? Building friendships and gaining trust require that your

prospects feel comfortable with you, and the first step is using body language to feel comfortable

with yourself!

Breathe Slowly And Peacefully: Make a conscious effort to control your

Breath.Practice taking deep breaths and experimenting with how variations in your inhalations can

assist you in both increasing and slowing down your breathing rate. When you gain control over

your breathing, you gain control over your entire state of mind. You not only reduce your stress and

elevate your mood, but believe it or not your breathing also positively impacts others. People

naturally want to be around someone who is calm, cool and collected – and this is demonstrated in

the breath. Breathing slowly and peacefully in the company of others can quickly put them at ease.

Take control: When you find yourself in a new situation with no experience to

draw on, allow your body to act as if you do anyway. Your mind will soon follow suit and so will

your audience. Here’s how:

Maintain good eye contact: Good eye contact shows not only that

you are interested in your prospects but also that you believe what you are saying. If you

believe what you’re saying, your audience will too!

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Keep your body open and inviting: Do not cross your arms or legs.Also turn your body

fully toward your audience. If you don’t face your audience, they will think you have

something to hide, which will prohibit their confidence and respect in you.

Don’t fidget or engage in nervous habits like twirling the hair, tapping your feet or biting

your nails. If your prospects suspect you are anxious about the situation they will

naturally lack confidence in you. Since you’re striving for the exact opposite reaction

from them, you must set aside your bad habits.

Smile: Nothing makes a better first impression and sets people at ease more than a

genuine smile. Note some things to yourself which you actually like about the person

you are trying to put at ease. This gives you the psychological fuel to offer a genuine

smile.

Maintain proper posture: Stand with your shoulders back and your spine straight.

If you’re slouching, your prospects will be inclined to think you don’t believe what

you are saying. As a result, they will lack confidence in you.

Mirror and Match: This technique is because when perfected, mirroring of others’

body language can help you to influence them in most any situation. When you

effectively apply this strategy, you can evoke romantic interest, influence, close a

sale, gain a friend, elicit trust, the possibilities are virtually endless. As a result,

mirroring is a vital step in getting others to warm up to you.

Practice: Make use of a mirror and practice your body language in front of it. While

it might feel foolish at first, practicing your nonverbal cues ahead of time will

necessarily force them to come more naturally when the situation demands. Over

time, your mind and body will become conditioned to adopt these inviting postures

and gestures. This strategy is particularly helpful if it’s done while you are in the

process of dealing with others Glance at yourself while you push the sale or when

you are in the presence of others you are trying to influence. The goal is to draw

47


others to you, to make them want to be with you, to be like you or to do what you

want them to do.

Keep your body toned: When your body is at peak performance, it only stands to

reason that you will be better able to put it to use in conveying the nonverbal cues

you hope to. As such, regular physical exercise will not only go a long way toward

elevating your own self-esteem but it will also increase your chances of influencing

others.

Rejection vs. Acceptance:

How can you determine if someone is accepting or rejecting your attempts at friendliness? Watch

for the following cues.

Rejection:

Touching or rubbing the nose

Crossing the arms and legs

Rubbing the hands or tugging at the ear

Acceptance:

Moving in closer to you

Spreading hands that are held to the chest.

5.8. SELLING AND INFLUENCING:

We’ve already debunked the 55/38/7 rule as a generalization, but its percentages actually do

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come fairly close to the degree to which various forms of communication play into the selling and

influencing process. In fact, some current sales studies lay claim to the fact that a whopping

70% of your prospect’s first impression of you comes from your body language and image.

What’s even more startling is the fact that she forms her opinion of you within seconds of

greeting you. When the notion that you can give off up to 10,000 body cues within the first minute

of interaction is factored into the equation, it becomes rather obvious that you need to be very

conscious of the nonverbal cues your body is sending off if you even hope to make the sale or

convince your audience.

In order to tell if you are making a good impression on your prospects, you should be on the

look out for certain nonverbal signs of initial influence:

Maintaining eye contact with you

Turning their bodies to face you

Nodding their head in agreement to something you are saying

Increasing the Probability of a Sale:

There are several ways in which you can use body language to your advantage

within the first few moments of contact with a potential buyer to help you close a

sale:

Stand up when greeting someone: Not only will it put you in the

leadership role but it will also make you seem like an authority figure. Your

prospects, in turn, will be more likely to give you their attention and respect.

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Study your prospects’ formality and energy level and match them with your own:

In so doing, you will make yourself appear as less of a stranger and more of a friend. Your

prospects will feel more comfortable and open with you. It will also make them think you share

something in common with them. People always prefer doing business with someone in whom

they have a point of commonality.

Put forth a strong and effective handshake : This is something you should practice so

that you have the technique down pat. Smile as you extend your arm to show confidence. Open

your palm completely and place your palm in full contact with your prospects. This helps to build

an initial level of trust. Pump her hand up and down 3-5 times in a corporate culture (fewer in less

formal situations). Do not engage in a wrestling contest or squeeze so hard as to create pain.

Match the pressure of your grip to your prospect’s exertion.

Convey an open and relaxed attitude – avoid all signals of tension:

Crossed arms and legs, a rigid posture, a blank face, an averted gaze and a body that it turned

away will all cause her to instinctively close up and you’ll lose the sale. Even when your

prospects start bombarding you with hard questions, keep your arms and legs uncrossed and resist

shrinking inward. An open body exudes that you have nothing to hide and a relaxed posture will

make you feel less tense. Of course, you must always offer a welcoming and genuine smile.

Allow your body language to match your words: Part of the silent sell is saying it

like you mean it – using the appropriate gestures and ensuring that your nonverbal cues match

your message. For example, make use of hand gestures. Slap your o p en h a nd on the desk or table

gently to hammer home a point. Nod in agreement to your prospect’s concerns then counter them

with appropriate responses that will shift her way of thinking.

Move closer: Move in close to your prospect to develop greater intimacy with her and to

force her to pay better attention to you. Do this gradually so as not to make your prospect feel

uncomfortable. Remember the general rule of thumb that individuals need a one-and- a-half- to

two-foot personal distance space before they start feeling closed in on and threatened. Watch out

for signs like rocking, leaning away or diverting the eyes, which indicate that you are invading

your prospect’s personal space.

Keep your hands in a neutral position: Bringing them up to cover your mouth is an

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indication that you are lying. Gestures to emphasize a point are fine, but don’t fall into the

annoying trap of repeating them over and over again. This will only make your prospect feel

uncomfortable with you. Avoid pointing, which comes across as threatening to your prospect.

Use leaning to your advantage:

Lean in: To indicate genuine interest in what your prospect is saying. This shows

your prospect that you really believe in what she is saying.

Lean back : when YOU are making points you wish to be taken with authority.

Leaning back drives home the point that what you are saying is of extreme importance,

and positions you as someone with knowledge and power.

Maintain a neutral posture: when it comes to talking price and closing the deal.

Leaning in can be too threatening at this time, while leaning back may indicate you’re

retreating and not really interested in having this person as a customer. This might cause

your prospect to haggle over the price or turn you down altogether.

Allow brief silences: Don’t fill up brief silences with unnecessary chatter. Allow your

prospects time to think of questions and to debate their final decision. In the latter case,

silence may make them feel awkward and they might make it a “done deal” to alleviate that

discomfort. This might seem like a deceitful used-car-salesman tactic, but it often works.

Make a lasting impression: Just as you conveyed confidence in your greeting, you should

stand up straight, give a firm handshake and maintain eye contact when you walk away from

the deal. You will leave your prospects with the impression that you are confident and

straightforward, which will make them more likely to want to deal with you again.

In a nutshell, these 10 body language tips can supercharge your ability to close a sale or influence

an audience to take your position. With continued practice they will give you a firm foundation in all

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your negotiations!

5.9. NEUTRALIZING ANGRY CUSTOMERS:

Most proprietors don’t realize that before a customer becomes so dissatisfied that they bring

you harsh words in an angry tone of voice, there are several body language cues which indicate

escalating displeasure. Learn to recognize them and you can neutralize the problem before it gets

out of hand, and turn a potential lost client into a repeat customer.

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Look for a progressively more ‘in your face’ posture:

Overly prolonged eye contact: In contrast to positive eye contact, aggressive eye contact is

‘unrelenting’ – the customer will NOT provide the normal momentary glances away which

allows for each party to briefly collect their thoughts.

Invasive distance closing: While distance closing is a sign of intimacy when accompanied by

other positive gestures and verbal content, in the context of an unhappy customer it indicates

escalating tension.

In order to make sure she gets what is owed her, the angry customer will take on an “in your

face” posture – she will stare you down and close distance so as to make you feel uncomfortable and

more likely to give in to her demands.

In such situations, the best solution is to avoid countering her moves and just attempt to be

understanding Stop everything else and act interested. Carefully listen to what she has to say.

Continue to stand straight, smile, and find out exactly what she feels is owed to her

Taking on a relaxed demeanor will actually aid in calming your irate customer down. Keep

your body open (no crossing of limbs allowed), lean in a bit toward her and look her in the eye. This

will convey interest in her point of view and sincerity in your concern for her situation, as well as

making it clear that you are not trying to hide anything or ‘get over’ on her.

Nervousness

Putting your prospect at ease is always your first priority if you are to persuade her to buy. A

nervous person is uncomfortable in your presence and you will want to eliminate that agitated state

before progressing with your sales and/or influencing tactics.

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While we’ve already covered techniques for putting people at ease above in detail, what we

haven’t discussed are the myriad of ways you can tell WHEN your prospect is nervous (so you know

when to go into action!) According to an article entitled “Winning the Body Language Game” on

CollegeGrad.com, the following behaviors are some signs that your prospect is feeling nervous in

your presence:

Smoking

Whistling

Pinching skin

Fidgeting

Jiggling pocket contents

Running tongue along front of teeth

Clearing throat

Hands touching the face or covering part of the face

Pulling at skin or ear

Running fingers through hair

Wringing hands

Biting on pens or other objects

Twiddling thumbs

Biting fingernails (action itself or evidence of)

Tongue clicking.

Look additionally for an unsteady tone of voice, irregularities in the rhythm of speech, sweating, and

even unpleasant bodily odours.

5.10. 18 ways to improve your body language:

1. Don’t cross your arms or legs – You have probably already heard you shouldn’t cross

your arms as it might make you seem defensive or guarded. This goes for your legs too. Keep

your arms and legs open.

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2. Have eye contact, but don’t stare – If there are several people you are talking to, give

them all some eye contact to create a better connection and see if they are listening. Keeping

too much eye-contact might creep people out. Giving no eye-contact might make you seem

insecure. If you are not used to keeping eye-contact it might feel a little hard or scary in the

beginning but keep working on it and you’ll get used to it.

3. Don’t be afraid to take up some space – Taking up space by for example sitting or

standing with your legs apart a bit signals self-confidence and that you are comfortable in

your own skin.

4. Relax your shoulders – When you feel tense it’s easily winds up as tension in your

shoulders. They might move up and forward a bit. Try to relax. Try to loosen up by shaking

the shoulders a bit and move them back slightly.

5. Nod when they are talking – nod once in a while to signal that you are listening. But

don’t overdo it and peck like Woody Woodpecker.

6. Don’t slouch - sit up straight – but in a relaxed way, not in a too tense manner.

7. Lean, but not too much – If you want to show that you are interested in what someone is

saying, lean toward the person talking. If you want to show that you’re confident in yourself

and relaxed lean back a bit. But don’t lean in too much or you might seem needy and

desperate for some approval. Or lean back too much or you might seem arrogant and distant.

8. Smile and laugh – lighten up, don’t take yourself too seriously. Relax a bit, smile and

laugh when someone says something funny. People will be a lot more inclined to listen to

you if you seem to be a positive person. But don’t be the first to laugh at your own jokes, it

makes you seem nervous and needy. Smile when you are introduced to someone but don’t

keep a smile plastered on your face, you’ll see insincere.

9. Don’t touch your face – it might make you seem nervous and can be distracting for the

listeners or the people in the conversation.

10. Keep your head up – Don’t keep your eyes on the ground, it might make you seem

insecure and a bit lost. Keep your head up straight and your eyes towards the horizon.

11. Slow down a bit – this goes for many things. Walking slower not only makes you seem

more calm and confident, it will also make you feel less stressed. If someone addresses you,

don’t snap you’re neck in their direction, turn it a bit more slowly instead.

12. Don’t fidget – try to avoid, phase out or transform fidgety movement and nervous ticks

such as shaking your leg or tapping your fingers against the table rapidly. You’ll see nervous

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and fidgeting can be a distracting when you try to get something across. Declutched your

movements if you are all over the place. Try to relax, slow down and focus your movements.

13. Use your hands more confidently – instead of fidgeting with your hands and scratching

your face use them to communicate what you are trying to say. Use your hands to describe

something or to add weight to a point you are trying to make. But don’t use them to much or

it might become distracting. And don’t let your hands flail around, use them with some

control.

14. Lower your drink – don’t hold your drink in front of your chest. In fact, don’t hold

anything in front of your heart as it will make you seem guarded and distant. Lower it and

hold it beside your leg instead.

15. Realise where you spine ends – many people (including me until recently) might sit or

stand with a straight back in a good posture. However, they might think that the spine ends

where the neck begins and therefore crane the neck forward in a Montgomery Burns-

pose. Your spine ends in the back of your head. Keep you whole spine straight and aligned

for better posture.

16. Don’t stand too close –one of the things we learned from Seinfeld is that everybody gets

weirder out by a close-talker. Let people have their personal space, don’t invade it.

17. Mirror – Often when you get along with a person, when the two of you get a good

connection, you will start to mirror each other unconsciously. That means that you mirror the

other person’s body language a bit. To make the connection better you can try a bit of

proactive mirroring. If he leans forward, you might lean forward. If she holds her hands on

her thighs, you might do the same. But don’t react instantly and don’t mirror every change in

body language. Then weirdness will ensue.

18. Keep a good attitude – last but not least, keep a positive, open and relaxed attitude. How

you feel will come through in your body language and can make a major difference.

SUMMARY AND CONCLUSIONS:

CONCLUSION:

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Nonverbal communication is more eloquent, honest and accurate than verbal

communication such actions reveal your inner confidence. While words can deceive, many

people don't mean what they say or say what they mean, body language is subconscious.

Since it's more spontaneous and less controlled, it shows our true feelings and attitudes.

Non-verbal communication skills give expression to our messages that we are

transmitting to be received as a communication. To be proficient with our non-verbal

communication skills we must take note how we project in the way we look as well as the

way we say things. Our body language must match our words so the listener can receive our

message correctly. If we do not match in our non-verbal communication with our verbal

communication that there is sure to be misunderstanding between ourselves and the one we

are communicating to. Improve this skill and see its importance.

SUGGESTIONS:

1. Formal relations need to be emphasized among employees.

2. Proper evaluation of training effectiveness using Videography.

3. Periodic feedback about Non-Verbal Behaviour through videos.

4. Customer Satisfaction and increasing importance also be sought out and considered

periodically.

5. Make use of observations.

LIMITATIONS OF THE STUDY:

Though the study is done including all important data in covering the performance

analysis, it has some limitations.

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1. As it is related to behaviour, research was unable to done on this.

2. The accuracy of the data of this report is subjected to the accuracy of the data

presented by the company.

BIBILOGRAPHY - Sites :

www.communicatingbetter.com

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http://www.communicatingbetter.com/


www.cfo.com

www.selfgrowth.com

www.managementparadise.com

www.kevinhogan.com

www.bodylanguagetraining.com

http://ezinearticles.com

http://www.drbalternatives.com/articles/cc2.html

http://www.eurojournals.com/ejss_13_3_06.pdf .

Books & Journals:

Aguinis, H., Simonsen, M. M., & Pierce, C. A. (1998). Effects of nonverbal behavior

on perceptions of power bases. The Journal of Social Psychology, 138 (4), 445-469.

Bullis, C., & Horn, C. (1995). Get a little closer: Further examination of nonverbal

comforting strategies. Communication Reports, 8 (1), 10-17.

DePaulo, B. M., Rosenthal, R., Green, C. R., & Rosenkrantz, J. (1982). Diagnosing

deceptive and mixed messages from verbal and nonverbal cues. Journal of

Experimental Social Psychology, 18, 433-446.

Palmer, M. T., & Simmons, K. B. (1995). Communicating intentions through

nonverbal behaviors: Conscious and nonconscious encoding of liking. Human

Communication Research, 22 (1), 128-160.

Abercrombieb (2007) 3 strategies for improving communication on the job

[Online]Available :http//:www.AssociatedContent.com

Allen, N.J .and Meyer, J.P.(1990), “The measurement and antecedents of affective,

continuance and normative commitment”, Journal of Occupational Psychology,

Vol .63, pp .1-18.

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http://www.eurojournals.com/ejss_13_3_06.pdf

http://www.drbalternatives.com/articles/cc2.html

http://ezinearticles.com/

http://www.bodylanguagetraining.com/

http://www.kevinhogan.com/

http://www.managementparadise.com/

http://www.selfgrowth.com/

http://www.cfo.com/

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