Non-verbal Communication

1. Gopal Thapa, Nepal Commerce Campus,
Baneshwor
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Non-verbal Communication
Dr. Gopal Thapa
Nepal Commerce Campus

2. Gopal Thapa, Nepal Commerce Campus,
Baneshwor
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Communicating with words
 There are two ways for people to
communicate each other.
1. Verbal Communication
2. Nonverbal Communication

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Baneshwor
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Verbal Communication
 It involve Transmission of words either in
face-to-face communication, over a telephone
or through written massages.
 When messages are communicated verbally ,
they are encoded into symbols called words.
 Words have different meaning to different
people
 The true meaning of words is not in the words
themselves, it is in the sender’s intention
when using the words.

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Baneshwor
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Verbal Communication
 Each industry has its own jargons.
 Sales person need to continually check with
their customers to determine if their sales
message is being interpreted properly.
 Words have different meanings in different
cultures.

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Baneshwor
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Characteristics of Words
 Words can be abstract or concrete as well as
emotional or neutral in connotation
 Concrete words and expressions usually
convey more information and are less
vulnerable to misinterpretation than abstract
words.
 Eg. “This printer types 15 lines per minute.”
 “This printer types fast”

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Baneshwor
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Characteristics of Words
 Many words related to politics, gender and
race have strong emotional content.
 Eg. Who could be against programs such as
fair deal, right to work?

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Baneshwor
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Words for effective communication
 To avoid communication breakdowns, sales
people should not assume everyone
understands what they are saying.
 In addition, they should not assume they
understand everything their customers are
saying.
 If there is any doubt sales people should ask
their customers to explain.

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Baneshwor
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Words for effective communication
 Sales people must use words familiar to the
customers.
 Many sales people believe that use of
multisyllabic and technical jargon will impress
customers.
 Unfamiliar words usually confuse customers
and fail to communicate sales message
effectively.
 A good communication principle is to use
short words and sentences.

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Baneshwor
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Non verbal communication
 Many messages are communicated without
words through non verbal means such as
facial expressions, body movements, or voice
intonations.
 More than two thirds of our communications
are nonverbal .
 Nonverbal communication is basically an
unconscious language.
 People are often not aware of nonverbal
signals they are transmitting or receiving.

10. Gopal Thapa, Nepal Commerce Campus,
Baneshwor
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Non verbal communication
 Sales people need to learn how to read and
respond nonverbal signals sent by
customers.
 Sales people can increase their effectiveness
by using nonverbal communications to
transmit messages.
 It is difficult to interpret nonverbal signals
because such signals vary from culture to
culture.

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Baneshwor
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Non verbal communication
 An American sales person might misinterpret
the attempt of a Spanish customer to move
closer to the salesperson.
 Customers may rob their noses because of
an itch or because they doubt the information
being presented by the sales person.

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Baneshwor
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Nonverbal Communication Channels
 Body angle
 Face
 Arms
 Hands
 Legs

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Baneshwor
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Body angle
 Back or forth motions indicate a positive
outlook
 Side to side movements suggest insecurity
and doubt
 Changes in position may indicate a customer
wants to end the interview

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Baneshwor
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Face
 The face has many small muscles capable of
communicating innumerable messages.
 Customers can use these muscles to indicate
interest, expectation, concern , disapproval or
approval.
 When people are interested or excited, their
pupils tend to enlarge.
 By looking at a customer’s eyes , sales
people can often determine when their
presentation have made an impression.

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Baneshwor
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Face
 Many Chinese jade buyers wear dark glasses
so they can conceal their interest in specific
items.
 In this way the buyers can be more effective
in bargaining.
 Customers typically avoid eye contact when
they are trying to disguise their true emotions
 Increased eye contact is an important signal

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Baneshwor
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Face
 Information can also be obtained by
observing skin color.
 When a customer’s face reddens, the
customer is signaling that something is
wrong.
 Tension and anger can be detected by
looking for a tightness around cheeks, jaw
line or neck

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Baneshwor
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Arms
 Customers will use more arm movement
when they are conveying an opinion.
 Broader and more vigorous movement
indicates the customer is more emphatic
about the point being communicated verbally.

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Baneshwor
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Hands
 Open and relaxed hands are a positive signal
 Self-touching gestures typically indicate
tension.
 Tightening of a fist are a good indicator of
true feelings.

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Baneshwor
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Legs
 Uncrossed legs in an open position means
cooperation , confidence and friendly interest
 Legs crossed away from a salesperson
suggests the sales call is not going well

20. Gopal Thapa, Nepal Commerce Campus,
Baneshwor
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Transactional Analysis (TA)
 Developed by Dr. Eric Berne – Games people
play, New York
 TA is method for analyzing human behavior
and interactions.
 It is useful for interpreting the actions of
others
 It helps to avoid misunderstandings that can
lead to a breakdown in communications.

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Baneshwor
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Transactional Analysis (TA)…
 TA proposes that each person has three ego
states: parent ego, child ego and adult ego
 An ego state is a mental condition that
influences a person’s behavior.
 At any particular time one of the ego states is
dominant
 People can shift from one ego state to
another several times during a conversation

22. Gopal Thapa, Nepal Commerce Campus,
Baneshwor
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Transactional Analysis (TA)…
 TA can be used to determine the ego state of
the other person in the conversation.
 It is used to develop a suitable strategy that
corresponds to that ego state.

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Baneshwor
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Parent ego state
 People in the ego state behave the way their
parents acted toward them when they were
children.
 When the parent ego dominates, people tend
to be authoritative, critical and domineering.
 They lecture and scold the people to whom
they are communicating
 They have a preconceived idea of what is
right and wrong

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Baneshwor
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Parent ego state ….
 They emphasize rules and do not listen what the
other person is saying.
 Eg. Don’t tell me what to do.
 Non verbal communication such as pointed finger,
raised voice, folded arms, pursed lips, shaking head
are used.
 Sales person: use of high pressure, dominates the
sales calls, does not listen to the customer.
 Customer: highly critical, raises many objections, tells
the sales person what to do.

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Baneshwor
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Child ego state
 Child ego state represents the emotional side
of people
 We need to keep in mind: Child can be either
good or bad
 Person may be: cheerful, happy, curious
 Person may be: selfish
 He may throw temper or seek to avoid the
normal responsibility of life.

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Baneshwor
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Child ego state
 Eg. You are not going to sell me anything.
 I don’t care about your products.
 I want that.
 Non verbal communication: laugh, giggle,
rapid change in facial expression
 In the child state, people do not attend what
others are saying.

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Baneshwor
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Adult ego state
 Realistic and rational
 They act as mature individuals who make
decisions based on facts.
 People in the adult state act deliberately
 Alternatives are thoroughly considered in an
orderly manner
 They have businesslike attitudes and are
interested in exchanging information without
becoming emotionally involved.

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Baneshwor
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Adult ego state
 Eg. Your product appears to meet our
requirements.
 When can you deliver the product?