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NON-VERBAL BUSINESSCOMMUNICATIONFebruary 2013
2AGENDA- Importance of Non-Verbal  Communication- Physical Aspects- Audio Considerations- Common Examples- Active Listenin...
3IMPORTANCENON-VERBAL COMMUNIATION
4IMPORTANCE-  75%+ of all communication is non-verbal-  Takes 2 people to communicate: one to express, other to perceive- ...
5PHYSICAL ASPECTSNON-VERBAL COMMUNIATION
6PHYSICAL ASPECTS1.  ‘Personal Curbside Appeal’2.  Firm Handshake3.  Maintain Eye Contact4.  Watch Facial Expressions5. St...
7‘PERSONAL CURBSIDE APPEAL’-  Neat + tidy-  Dress like they look
8HANDSHAKE-  Firm, but easy grip-  Don’t let this happen to you: -  Limp hand -  Too tight -  Twisting wrist-  Practice!
9EYE CONTACT-  Direct eye contact-  Options when presenting -  (1) Scan audience -  (2) Focus on particular audience areas...
10FACIAL EXPRESSIONSAnger          Fear            Disgust            Surprise        Happiness-  Lower       -  Round eye...
11MOVEMENT-  Eyes are drawn to movement -  Think: TV-  Don’t stand in one place
12ARM + HAND MOVEMENTS-  Be natural-  Crossed arms = closed off-  Avoid excessive gestures
13SPACE-  Typically dictated by culture-  Being too close could be viewed as aggressive-  Intimate: 0 – 18 inches-  Person...
14POSTURE-  Openness, confidence: -  Open hands -  Leaning forward -  Standing straight-  Indifference, closed off: -  Legs...
15AUDIO CONSIDERATIONSNON-VERBAL COMMUNIATION
16AUDIO CONSIDERATIONS1.  Projection = Confidence2.  Maintain Tone, Limit Extraneous Sounds3.  Speak Slowly
17VOLUME-  Projection = confidence-  Adjust volume accordingly
18TONES + SOUNDS-  Showing frustration-  Sighing
19SPEED-  Slow down-  Faster speed typically signifies   nervousness-  Have room for pauses, silence
20COMMON EXAMPLESNON-VERBAL COMMUNIATION
21DEFENSIVE-  Small gestures, close to the body-  Minimal facial expressions-  Physically turned away from speaker-  Cross...
22DISENGAGED-  Heads are down-  Glazed eyes or looking away-  Fidgeting-  Writing or doodling-  Slumped in chair
23REFLECTION-  Eyes look away and then recontact   when answering-  Hand to cheek-  Head tilted with eyes looking up
24LYING-  No eye contact or rapid eye movements-  Hand/fingers in front of mouth when speaking-  Physically turned away fro...
25ACTIVE LISTENINGNON-VERBAL COMMUNIATION
26ACTIVE LISTENING1.  Pay Attention2.  Show That You’re Listening3.  Provide Feedback4.  Defer Judgment
27PAY ATTENTION-  Look at speaker-  Don’t mentally prepare rebuttal-  Pick up on speaker’s body   language
28SHOW THAT YOU’RE LISTENING-  Nod occasionally-  Verbal acknowledgements-  Smile-  Open posture
29PROVIDE FEEDBACK-  Questions for clarifications-  Summarize points back to speaker
30DEFER JUDGMENT-  Let speaker finish point-  Don’t interrupt with counter   arguments
31RECAPNON-VERBAL COMMUNIATION
32NON-VERBAL COMMUNICATION BEST PRACTICESImportance                                  Audio Considerations 1.    75% of Com...
33REMEMBER: PRACTICES MAKES PERFECT!-  10,000 hour rule
34SOURCES-  Active Listening – Hear What People are Really Saying:   http://www.mindtools.com/CommSkll/ActiveListening.htm...
20LIKE WHAT YOU SEE? WANT TO SEE MORE?Visit our sponsors at Levelwing.comAt Levelwing, we specialize in interpreting data ...
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Nonverbal Business Communication

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Regardless of the industry in which you work, there is likely some aspect of communication involved. This presentation provides an overview of nonverbal communication in the business environment. Learn more about Levelwing's Company Culture and Best Practices: http://ow.ly/hEn0A

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Transcript of "Nonverbal Business Communication"

  1. 1. NON-VERBAL BUSINESSCOMMUNICATIONFebruary 2013
  2. 2. 2AGENDA- Importance of Non-Verbal Communication- Physical Aspects- Audio Considerations- Common Examples- Active Listening- Review
  3. 3. 3IMPORTANCENON-VERBAL COMMUNIATION
  4. 4. 4IMPORTANCE-  75%+ of all communication is non-verbal-  Takes 2 people to communicate: one to express, other to perceive-  Actions speak louder than words
  5. 5. 5PHYSICAL ASPECTSNON-VERBAL COMMUNIATION
  6. 6. 6PHYSICAL ASPECTS1.  ‘Personal Curbside Appeal’2.  Firm Handshake3.  Maintain Eye Contact4.  Watch Facial Expressions5. Stand Up, Walk in Presentation6. Natural Arm + Hand Movements7. Maintain Appropriate Space8. Upright Posture
  7. 7. 7‘PERSONAL CURBSIDE APPEAL’-  Neat + tidy-  Dress like they look
  8. 8. 8HANDSHAKE-  Firm, but easy grip-  Don’t let this happen to you: -  Limp hand -  Too tight -  Twisting wrist-  Practice!
  9. 9. 9EYE CONTACT-  Direct eye contact-  Options when presenting -  (1) Scan audience -  (2) Focus on particular audience areas -  (3) Look at individuals, 4-5 sec
  10. 10. 10FACIAL EXPRESSIONSAnger Fear Disgust Surprise Happiness-  Lower -  Round eyes -  Wrinkled nose -  Raised -  Round eyes eyebrow eyebrows -  Open mouth -  Lowered -  Smile, raised-  Stare eyelids -  Wide eyes cheeks intensely -  Open mouth
  11. 11. 11MOVEMENT-  Eyes are drawn to movement -  Think: TV-  Don’t stand in one place
  12. 12. 12ARM + HAND MOVEMENTS-  Be natural-  Crossed arms = closed off-  Avoid excessive gestures
  13. 13. 13SPACE-  Typically dictated by culture-  Being too close could be viewed as aggressive-  Intimate: 0 – 18 inches-  Personal: 18 inches – 4 feet-  Social: 4 feel – 12 feet-  Public: 12 feet+
  14. 14. 14POSTURE-  Openness, confidence: -  Open hands -  Leaning forward -  Standing straight-  Indifference, closed off: -  Legs crossed -  Yawning -  Fidgeting
  15. 15. 15AUDIO CONSIDERATIONSNON-VERBAL COMMUNIATION
  16. 16. 16AUDIO CONSIDERATIONS1.  Projection = Confidence2.  Maintain Tone, Limit Extraneous Sounds3.  Speak Slowly
  17. 17. 17VOLUME-  Projection = confidence-  Adjust volume accordingly
  18. 18. 18TONES + SOUNDS-  Showing frustration-  Sighing
  19. 19. 19SPEED-  Slow down-  Faster speed typically signifies nervousness-  Have room for pauses, silence
  20. 20. 20COMMON EXAMPLESNON-VERBAL COMMUNIATION
  21. 21. 21DEFENSIVE-  Small gestures, close to the body-  Minimal facial expressions-  Physically turned away from speaker-  Crossed arms-  Little eye contact or downcast
  22. 22. 22DISENGAGED-  Heads are down-  Glazed eyes or looking away-  Fidgeting-  Writing or doodling-  Slumped in chair
  23. 23. 23REFLECTION-  Eyes look away and then recontact when answering-  Hand to cheek-  Head tilted with eyes looking up
  24. 24. 24LYING-  No eye contact or rapid eye movements-  Hand/fingers in front of mouth when speaking-  Physically turned away from speaker-  Increased breathing rate-  Complexion changes (red in face/neck)-  Sweating-  Voice changes i.e. pitch, stammering, throat clearing
  25. 25. 25ACTIVE LISTENINGNON-VERBAL COMMUNIATION
  26. 26. 26ACTIVE LISTENING1.  Pay Attention2.  Show That You’re Listening3.  Provide Feedback4.  Defer Judgment
  27. 27. 27PAY ATTENTION-  Look at speaker-  Don’t mentally prepare rebuttal-  Pick up on speaker’s body language
  28. 28. 28SHOW THAT YOU’RE LISTENING-  Nod occasionally-  Verbal acknowledgements-  Smile-  Open posture
  29. 29. 29PROVIDE FEEDBACK-  Questions for clarifications-  Summarize points back to speaker
  30. 30. 30DEFER JUDGMENT-  Let speaker finish point-  Don’t interrupt with counter arguments
  31. 31. 31RECAPNON-VERBAL COMMUNIATION
  32. 32. 32NON-VERBAL COMMUNICATION BEST PRACTICESImportance Audio Considerations 1.  75% of Communication is Non-Verbal 1.  Projection = Confidence 2.  Maintain Tone, Limit Extraneous SoundsPhysical Aspects 3.  Speak Slowly 1.  ‘Personal Curbside Appeal’ 2.  Firm Handshake Active Listening 3.  Maintain Eye Contact 1.  Pay Attention 4.  Watch Facial Expressions 2.  Show That You’re Listening 5.  Stand Up, Walk in Presentation 3.  Provide Feedback 6.  Natural Arm + Hand Movements 4.  Defer Judgment 7.  Maintain Appropriate Space 8.  Upright Posture
  33. 33. 33REMEMBER: PRACTICES MAKES PERFECT!-  10,000 hour rule
  34. 34. 34SOURCES-  Active Listening – Hear What People are Really Saying: http://www.mindtools.com/CommSkll/ActiveListening.htm-  Body Language – Understanding Non-Verbal Communication: http://www.mindtools.com/pages/article/Body_Language.htm-  Nonverbal Communication: http://www.slideshare.net/akashabsl/non-verbala-  Secrets of Nonverbal Communication: http://www.forbes.com/2009/11/11/body-language-nonverbal- leadership-careers-communication.html-  Techniques for Improving Your Nonverbal Communication Skills in the Workplace: http://smallbusiness.chron.com/techniques-improving-nonverbal- communication-skills-workplace-21411.html
  35. 35. 20LIKE WHAT YOU SEE? WANT TO SEE MORE?Visit our sponsors at Levelwing.comAt Levelwing, we specialize in interpreting data and providing you with applications (and not justgraphs) that can impact your MARKETING, MERCHANDISING, INVENTORY or even TALENTRECRUITMENT. We help companies utilize data to OPERATE WITH GREATER CLARITY +PROFITABILITY.Bottom line, we move your business forward by helping you make sense of your data so thatyou can ACHIEVE WHAT COULD BE.For additional information, please contact:STEVE PARKER, JR.Co-Founder & Managing Partnersteve@levelwing.com1 + 843.631.4587
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