[LeadersWorkshop] Non Verbal Communication

 

NON-VERBAL COMMUNICATION

Our Non-Verbal Communication generates many signals and 'sends' them to the other party. Every internal thought that we have is transferred externally through our non-verbal communication and behaviour.

When we speak we can say anything we want to. We can tell the truth, lie, be vague, be forthright. Our body language, on the other hand, does not lie. There are hundreds of messages that our body gives away and the meaning of them taken by the audience in most cases takes priority over what we say.

When negotiating, we must be aware of our body language and voice tone and how we should use it and control it. We should also be observant and understand what the customer's body language is telling us (refer to calibration). When we are negotiating and communicating, we should be aware of the signs that are being shown by the other party, for example, agreement, uncertainty, indecision etc. This is also important when we receive questions and/or objections; for example, if the objection is valid it is unlikely that deceit will be shown.

THE MEANING OF OUR COMMUNICATION TO OTHERS

VOICE - 38%

WORDS - 7%

PHYSIOLOGY - 55%

The table above clearly illustrates how our voice tone and body language shows itself when compared with verbal communication.

It's not so much what we say, it's more how we say it and the image we create while saying it. Of course, what we say must be accurate and true, however, if our voice sounds hesitant and our movement and physiology suggest that we are unsure or nervous, the party will be influenced by the meaning attached to them.

NON-VERBAL COMMUNICATION OBSERVING PATTERNS

DECEIT: Mouth covering and nose covering may increase. Fidgeting or shifting on the seat may increase. Eye contact will be poor, probably looking down towards their feet or the floor. Generally there will be little or no animation.

SUGGESTION: This pattern may be common during false complaints, accusations or objections that are not real.

INSECURITY/NERVES: Fidgeting and nail biting increase; 'self stroking' and rubbing of the hands increase. Stroking or playing with rings/jewellery on the hand may increase. Clearing the throat, hands covering mouth when speaking and rubbing/tugging at the ear.

SUGGESTION: Do not offer new ideas or untried products to anyone showing these signs. Offer reassurance, guarantees, and peace of mind.

BOREDOM: Finger tapping, fidgeting and looking at watch or clock may increase. If sitting, the person may 'turn away', sit towards the edge of the chair and/or hold on to the chair arms or the edge of the table. The eyes will wander and eye contact will be poor.

SUGGESTION: Either bring them back into the conversation by asking an opinion based open question or wind up the conversation and leave.

INDECISION: Shifting on seat or fidgeting may increase. Scratching, rubbing the head or 'pinching' the nose may be shown. Looking upwards indicates that they are thinking or reflecting.

SUGGESTION: When presenting new ideas, solutions or offering alternative options, this pattern is normal. Reassurance statements maybe necessary, e.g. guarantees, refunds, etc.

RELAXATION/OPENNESS: Relaxed posture and breathing naturally accompanied with a natural smile. Nodding

of the head and good eye contact. A lack of body stiffness or tightness. Open hands, uncrossed legs and moving towards the edge of the chair if seated.

SUGGESTION: This is a key pattern to look for or work towards. Try and aim for this when solving problems/handling complaints or dealing with objections.

EVALUATION: Sitting forward in the chair, head slightly tilted and supported by one hand with elbow resting on the desk adopting the 'Thinker' posture. Head slightly tilted and stroking the chin is also common.

SUGGESTION: This pattern may show when presenting ideas, discussing options. If this pattern is shown but the person is reclined in their chair, it may indicate negative evaluation.

DEFENSIVENESS/DISAGREEMENT: Arms crossed on chest, fists clenched under the arms or hands groping biceps. Legs crossed either one over the other or in a 'figure four' position. The body may lean away from you when this pattern occurs.

SUGGESTION: In a sales or negotiation presentation, if we observe this pattern we must try and bring this person into a positive frame. Trading concessions or offering benefits may be difficult when this pattern is shown.

UNCERTAINTY/UNSURE: Closed hands and rubbing thumbs against each other. Sticking pen or pencil in the

mouth to chew/suck. Pinching the fleshy part of the other hand and/or picking cuticles may also be observed.

SUGGESTION: Offer solutions that have no or low risk attached to them. Give assurance; show evidence of success and/or safety.

CO-OPERATION: Sitting forward on edge of chair with good eye contact. Hand supporting head and head slightly tilted indicates that they are listening and showing interest. The unbuttoning of a coat or jacket is also a positive sign.

SUGGESTION: Try and encourage these signs when looking for a commitment or negotiating.

CONFIDENCE: When standing the stance will be erect and 'proud'. Less hand to face movements when talking and the eyes will blink less. When seated the hands may form a 'steeple' shape. The higher this position is shown; for example, up to eye level, may indicate the more confident the other person is feeling. Indicators of personal space and 'power' are: Leaning back while sitting with both hands clasped behind the head and legs crossed in a 'figure four' position. Leg over the arm of a chair or foot placed on the edge of a desk/drawer.

SUGGESTION: This pattern may indicate that the person is very relaxed and listening to you. It may also indicate that this person feels superior to you and therefore may try and dictate and/or take control.

ACCEPTANCE/AGREEMENT: Nodding the head, good eye contact and warmer facial expressions. Physical

contact, for example, touching our arm or shoulder may increase or be noticed. Moving closer towards us when standing or when seated, pulling the chair closer to the table or us.

SUGGESTION: We should look for this pattern when reaching agreement, closing the deal or requesting concessions.

"The meaning of the communication is the response that you get"

OUR PERSONAL STYLE

Non Verbal Communication BEHAVIOURS TO AVOID

We may be in the habit of using some non-verbal patterns that run the risk of creating a poor impression of us.

Set out below is some common 'negative' patterns that we should seek to avoid.

DEFENSIVE

FACE AND HEAD

· Not looking at the other person(s)

· Avoiding eye contact or looking away immediately when eye contact is made

HANDS AND ARMS

· Clenching of fists

· Crossing arms

· Constantly rubbing an eye, nose or ear

BODY

· Leaning or turning away from the other person(s)

· Crossing of legs

· Swivelling feet towards the door when seated

ANXIOUS

FACE AND HEAD

· Blinking eyes frequently

· Licking lips frequently

· Clearing the throat

HANDS AND ARMS

· Opening and closing hands frequently or 'rubbing' hands

· Covering mouth with hands while speaking

· Tugging or rubbing an ear

BODY

· Fidgeting when sitting in chair

· 'Swinging' feet up and down

· Over use of 'pacing the floor'

OVERBEARING/AGGRESSIVE/DOMINANT

FACE AND HEAD

· Staring at the other person

· Having a wry "I've heard it all before" type smile

· Raising eyebrows in exaggerated way

· Looking over the top of spectacles

· Taut mouth/narrowing of lips

HANDS AND ARMS

· Pointing finger at the other person

· Thumping fist on table

· Rubbing the back of the neck

BODY

· Standing while the other person sits

· Striding/pacing around

--
Posted By Shabbar Suterwala - Helping People to see the best in themselves to Communication Skills PPT Communication Videos Communication Skills Articles at 5/31/2011 10:37:00 AM

__._,_.___

Reply to sender | Reply to group | Reply via web post | Start a New Topic

Messages in this topic (1)

Recent Activity:

• New Members 6

Visit Your Group

Shabbar Suterwala's Leaders Worksop "Key to Your Success"
visit us at www.shabbarsuterwala.com

MARKETPLACE

Stay on top of your group activity without leaving the page you're on - Get the Yahoo! Toolbar now.

---

Find useful articles and helpful tips on living with Fibromyalgia. Visit the Fibromyalgia Zone today!

Switch to: Text-Only, Daily Digest • Unsubscribe • Terms of Use

.

__,_._,___

Anda baru saja membaca artikel yang berkategori dengan judul [LeadersWorkshop] Non Verbal Communication. Anda bisa bookmark halaman ini dengan URL https://1stleadershipworkshop.blogspot.com/2011/05/leadersworkshop-non-verbal.html. Terima kasih!

Ditulis oleh: Andriansyah -