The document discusses the significance of non-verbal communication, noting that over 75% of communication is non-verbal, emphasizing the importance of physical aspects, audio considerations, and active listening. Key components include maintaining eye contact, appropriate body language, managing personal space, and the impact of posture and gestures. It concludes with best practices for effective non-verbal communication and resources for further learning.

1. NON-VERBAL BUSINESS
COMMUNICATION
February 2013

2. 2
AGENDA
- Importance of Non-Verbal
Communication
- Physical Aspects
- Audio Considerations
- Common Examples
- Active Listening
- Review

3. 3
IMPORTANCE
NON-VERBAL COMMUNIATION

4. 4
IMPORTANCE
- 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
PHYSICAL ASPECTS
NON-VERBAL COMMUNIATION

6. 6
PHYSICAL ASPECTS
1. ‘Personal Curbside Appeal’
2. Firm Handshake
3. Maintain Eye Contact
4. Watch Facial Expressions
5. Stand Up, Walk in Presentation
6. Natural Arm + Hand Movements
7. Maintain Appropriate Space
8. Upright Posture

7. 7
‘PERSONAL CURBSIDE APPEAL’
- Neat + tidy
- Dress like they look

8. 8
HANDSHAKE
- Firm, but easy grip
- Don’t let this happen to you:
- Limp hand
- Too tight
- Twisting wrist
- Practice!

9. 9
EYE 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
FACIAL EXPRESSIONS
Anger 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
MOVEMENT
- Eyes are drawn to movement
- Think: TV
- Don’t stand in one place

12. 12
ARM + HAND MOVEMENTS
- Be natural
- Crossed arms = closed off
- Avoid excessive gestures

13. 13
SPACE
- 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
POSTURE
- Openness, confidence:
- Open hands
- Leaning forward
- Standing straight
- Indifference, closed off:
- Legs crossed
- Yawning
- Fidgeting

15. 15
AUDIO CONSIDERATIONS
NON-VERBAL COMMUNIATION

16. 16
AUDIO CONSIDERATIONS
1. Projection = Confidence
2. Maintain Tone, Limit Extraneous Sounds
3. Speak Slowly

17. 17
VOLUME
- Projection = confidence
- Adjust volume accordingly

18. 18
TONES + SOUNDS
- Showing frustration
- Sighing

19. 19
SPEED
- Slow down
- Faster speed typically signifies
nervousness
- Have room for pauses, silence

20. 20
COMMON EXAMPLES
NON-VERBAL COMMUNIATION

21. 21
DEFENSIVE
- Small gestures, close to the body
- Minimal facial expressions
- Physically turned away from speaker
- Crossed arms
- Little eye contact or downcast

22. 22
DISENGAGED
- Heads are down
- Glazed eyes or looking away
- Fidgeting
- Writing or doodling
- Slumped in chair

23. 23
REFLECTION
- Eyes look away and then recontact
when answering
- Hand to cheek
- Head tilted with eyes looking up

24. 24
LYING
- 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
ACTIVE LISTENING
NON-VERBAL COMMUNIATION

26. 26
ACTIVE LISTENING
1. Pay Attention
2. Show That You’re Listening
3. Provide Feedback
4. Defer Judgment

27. 27
PAY ATTENTION
- Look at speaker
- Don’t mentally prepare rebuttal
- Pick up on speaker’s body
language

28. 28
SHOW THAT YOU’RE LISTENING
- Nod occasionally
- Verbal acknowledgements
- Smile
- Open posture

29. 29
PROVIDE FEEDBACK
- Questions for clarifications
- Summarize points back to speaker

30. 30
DEFER JUDGMENT
- Let speaker finish point
- Don’t interrupt with counter
arguments

31. 31
RECAP
NON-VERBAL COMMUNIATION

32. 32
NON-VERBAL COMMUNICATION BEST PRACTICES
Importance Audio Considerations
1. 75% of Communication is Non-Verbal 1. Projection = Confidence
2. Maintain Tone, Limit Extraneous Sounds
Physical 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
REMEMBER: PRACTICES MAKES PERFECT!
- 10,000 hour rule

34. 34
SOURCES
- 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. 20
LIKE WHAT YOU SEE? WANT TO SEE MORE?
Visit our sponsors at Levelwing.com
At Levelwing, we specialize in interpreting data and providing you with applications (and not just
graphs) that can impact your MARKETING, MERCHANDISING, INVENTORY or even TALENT
RECRUITMENT. 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 that
you can ACHIEVE WHAT COULD BE.
For additional information, please contact:
STEVE PARKER, JR.
Co-Founder & Managing Partner
steve@levelwing.com
1 + 843.631.4587