SHARIM MD

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INTRODUCTION

COMMUNICATIONS: communication is a process of

transmitting ideas or thoughts from one person to another for the purpose of creating

understanding in thinking of the person receiving the communication

COMMUNICATION by Albert Mehrabian

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Verbal (7%) Intonations (38%) nonverbal (55%)

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Face Eye Body Gestures Space object

† Verbal/vocal : it’s through spoken words (e.g. speaking, discussing)

† Verbal/non vocal : words are involved but no speaking takes place (e.g. letter,

written information)

† Nonverbal/vocal : groans, sighs, whistle.

† Nonverbal/non vocal : involves gestures and appearance

When Demosthenes was asked what was the first part of oratory he answered

“action”; and which was the second, he replied “action”; and which was third he

still answered “action”; people tend to believe action more than words!

Source

Receiver

Encoding Decoding

Feedback

Communication process model

Medium

Barriers

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NONVERBAL

COMMUNICATION:

The use of interacting sets of visual, vocal, and invisible communications

systems by communicators with the systematic encoding and decoding of

nonverbal symbols and signs for the purpose of exchanging consensualmeanings in specific communicative contexts

‘It is a subconscious language, a mental activity just below the threshold of

consciousness’

The functional importance of nonverbal communicationFunctional significance of non verbal communication is related to:

† Purpose for which meanings are communicated (information, persuasion,)

† Accuracy with which meanings are communicated (facial communication has

more potential than tactile communication)† Efficiency with which meanings are communicated (the time and effort required

for the communication of meanings)

Non verbal communication has great functional significance for six reasons.

First, nonverbal, not verbal, factors are the major determinants of meaning in

interpersonal context. Birdwhistell (1970) asserted that "probably no more than

30 to 35 percent of the social meaning of a conversation or an interaction is

carried by the words”. Mehrabian (1968) went even further, estimating that 93

percent of the total impact of a message is the result of nonverbal factors.Birdwhistell's estimate has been supported by other nonverbal researchers.

Thus, Philpott (1983) concluded, after doing a statistical analysis of 23 studies,

that slightly over two-thirds of communicated meaning can be attributed to non-

verbal messages

Second, feelings and emotions are more accurately revealed by nonverbal than

verbal means. Davitz (9169) has conducted an impressively detailed set of

studies on emotional expression. He concludes that "it is the nonverbal, of the

formal characteristics of one's environment ... that primarily determine the

emotional meaning of one's world"

nonverbal communication can provide us with the following information about

emotions: (a) how sensitive communicators are to emotional expressions,

measured in terms of accuracy of identification; (b) the kinds of emotional

expressions that can be correctly identified; (c) the specific nature of incorrect

identification of emotions; and (d) the degree to which communicators attend to

the emotional meaning of a total communication (Leathers & Emigh, 1980)

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Third, the nonverbal portion of communication conveys meanings and

intentions that are relatively free of deception and distortion.' Although verbal

messages are frequently used with a high level of consciousness and intent

(Newton & Burgoon, 1990), nonverbal cues such as gestures are rarely under

the sustained, conscious control of the communicator. For this reason

communicators can rarely use nonverbal communication effectively for the

purpose of dissembling. In contrast, the verbal dimension of communication

seems to obfuscate (mask) the communicator's true intentions much morefrequently.

In an age that places a very high priority on trust, honesty, and candor

(openness) in interpersonal relationships, nonverbal takes on added importance.

Interpersonal relationships are built by using the most effective kinds of

communication at our disposal. These are primarily nonverbal. Not only do

nonverbal cues usually convey a communicator's real meaning and intent, but

they also suggest, rather precisely, what the communicator thinks of us.

Even such nonverbal cues as gesture, posture, and facial expression may, of

course, be under the conscious control of the communicator. For all but theexpert actor such conscious control is a temporary phenomenon in most cases,

nonverbal cues are not consciously controlled for so long a period of time as

verbal cues, nor do they serve as frequently to transmit deception, distortion,

and confusion. Although nonverbal cues may be used to deceive, they are more

likely to reveal deception than to conceal it.

Fourth, nonverbal cues serve a metacommunicative function that is

indispensable in attaining high-quality communication. Often the communicator

provides additional cues that clarify the intent and meaning of his or her

message. Verbal expressions such as "now, seriously speaking" and ''I'm onlykidding" are metacommunicative A comforting hand on the shoulder or a

radiant smile may represent nonverbal ways of performing the same function.

Although both verbal and nonverbal cues can function metacommunicatively,

nonverbal cues seem to take precedence in the mind of the person receiving the

message (Capella & Palmer, 1989).The impact of facial expression is of primary

importance, tone of voice (or vocal expression) is next in importance, and words

are the least importance. In short, facial expressions have the greatest

metacommunicative value. Words have the least value. Because the

metacommunicative function is a crucial determinant of high qualitycommunication, the proper decoding of nonverbal cues is one of the most

important factors in attaining high-quality communication (Leathers, 1972).

Fifth, nonverbal cues represent a much more efficient means of communicating

than verbal cues. Time is a vital commodity in many communication situations.

Corporations willingly pay communication consultants handsome fees to

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improve the communicative efficiency of their executives. These executives

want to know how to communicate more-in less time.

This goal is not easily achieved in our highly verbal culture. Verbal discourse is

by its very nature a highly inefficient means of communication

Sixth, nonverbal cues represent the most suitable vehicle for suggestion. The

nature of a communication situation often dictates that ideas and emotions can

be more effectively expressed indirectly than directly Suggestion is an important

means of indirect expression in our society. When it is employed, either theverbal or the nonverbal channels may be used. For tangible reasons, however,

suggestion is more closely associated with nonverbal than verbal

communication

Nonverbal cues can, therefore, be used to serve five major communicative

functions:

† Providing information

† Regulating interaction

† Expressing emotions

† Allowing metacommunication

† Controlling social situations

The informative function of nonverbal cues is the most basic because all

nonverbal cues in any communicative situation are potentially informative to

both the encoder and the decoder. Nonverbal cues are a potentially rich source

of information because encoders frequently are unaware of their own nonverbal

cues. When this is the case, they may inadvertently communicate a constellationof meanings that reveal much about their self-image, social identity, attitudes,

and behavioral propensities. More specifically, nonverbal cues can be used to

determine an individual's levels of self-assurance and responsiveness. The

ability to determine those qualities at different points in time is indispensable to

successful communication.

The second function of nonverbal cues, regulating interaction, is an important

one. We know, for example, that managing accessibility to "the floor" and

managing "floor time” can have an immediate and significant impact on the

development of interpersonal relationships (Palmer, 1989). Although they are

frequently nonreflective, nonverbal cues represent the most efficient and leastoffensive means of regulating interaction in interpersonal situations.

To say "shut up, John" may trigger a hostile and defensive reaction; to

communicate the same message by eye behavior or hand movement is a more

socially acceptable way of achieving the objective. The sensitive communicator

will recognize that the turn taking rules of a given culture are usually

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communicated nonverbally, and the cultural expectation is that such rules will

not be violated.

The third function of nonverbal cues is to express emotions. If we believe that

successful communication requires a sensitive reading of, and response to, the

feelings, moods, and emotions of those with whom we communicate, the

expressive potential of nonverbal communication becomes particularly

important.

Fourth function of nonverbal cues, metacommunication, is a particularly

distinctive one. In effect, metamessages, in the form of nonverbal cues, aid the

communicator both in assessing the intent and motivation of the message sender

and in determining the precise meaning(s) of verbal messages. Burgoon (1980)

defines metacommunication as the use of nonverbal messages to qualify,

complement, contradict, or expand verbal or other nonverbal messages.

Social control is the fifth function of nonverbal cues. Social control means that

one individual attempts to influence or change the behavior of another individual. Efforts to exercise social control frequently take the form of

persuasion. Social control function of nonverbal communication is also

centrally involved in carefully calculated efforts to enhance one's status, power,

and dominance; to provide selective feedback and reinforcement; and to deceive

‡ Factors affecting interpretations

Gesture clustersOne of the most serious mistakes a novice in body language can make is to

interpret a solitary gesture in isolation of other gestures or other circumstances.

For example, scratching the head can mean a number of things dandruff, fleas,

sweating, uncertainty, forgetfulness or lying, depending on the other gestures

that occur at the same time, so we must always look at gesture clusters for a

correct reading. Like any other language, body language consists of words,

sentences and punctuation. Each gesture is like a single word and a word may

have several different meaning

Gestures come in 'sentences’ and invariably tell the truth about a person's

feelings or attitudes. The' perceptive' person is

one who can read the nonverbal sentences andaccurately match them against the person's verbal sentences.

CongruenceIf you, as the speaker, were to ask the listener to give his

opinion of what you have just said and he said that he disagreed

with you, his non-verbal signals would be congruent with his

verbal sentences, that is, they would match or be consistent. If, however, he said

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Critical evaluation

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he was enjoying what you had to say, he would be lying because his words and

gestures would be incongruent Research shows that non-verbal signals carry

about five times as much impact as the verbal channel and that, when the two

are incongruent, people rely on the non-verbal message the verbal content may

be disregarded.

Gestures in context

If, for example, someone was sitting at a bus terminal with armsand legs tightly crossed and chin down and it was a chilly

winter's day, it would most likely mean that he or she was cold,

not defensive. If, however, the person used the same gestures

while you were sitting across a table from him trying to sell him

an idea, product or service, they could be correctly, interpreted

as meaning that the person was negative or defensive about the

situation.

Other factors affecting interpretation

A man who has a 'dead fish' handshake is likely to be

accused of having a weak character. But if a man has arthritis, in his hands, it is

likely that he will use a 'dead fish' handshake to avoid the pain of a strong one.

Similarly, .artists, musicians, surgeons and those in vocations whose work are

delicate and involve use of their hands generally prefer not to shake hands, but,

if they are forced to do so they may use a 'dead fish' to protect them. Someone

who wears ill-fitting or tight clothing may be unable to use certain gestures, and

this can affect use of body language. This applies to a minority of people, but it

is important to consider what effect a person's physical restrictions or,

disabilities may have on his or her body movement.

Status and power

Research in the field of linguistics has shown that there is a direct relationship

between the amount of status, power or prestige a person commands and that

person's range of vocabulary. In other words, the higher up the social or

management ladder a person is, the better able he is to communicate in words

and phrases. Non-verbal research, has reveled a correlation between a person's

command of the spoken word and the amount of gesticulation that that personuses to’ communicate his or her message. This means that a person's status,

power or prestige is also directly related to the number of gestures or body

movements he uses. The person at the top of the social or management scale can

use his range of words to communicate his meaning, where as the less educated

or unskilled person will rely more on gestures than words to communicate.

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Feeling cold not defensive

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FACIAL EXPRESSIONS

A blank face is a riddle, troubling and open to interpretation.

The appearance of face exerts a central and sometimescontrolling impact on judgments of physical attractiveness

(Alicke, Smith, and Klotz, 1986). Smiling is another

important part of facial expression non smiling communicators with lowered

brows, appear more dominant than smiling counter parts who raise their brows

(Keating & bal, 1986)The two most important functions of human face are the

communication of emotions and the identification of previously unidentified

people.

‡ Dimensions of meaning communicated by faceThe face communicates evaluative judgments though either pleasant or

unpleasant expressions that indicate whether the communicator sees the current

object of his or her attention as good or bad.

The face communicates interest or disinterest in other people or in surrounding

environment.

The face communicates intensity and, hence, the degree of involvement in a

situation.

The face communicates the amount of control individual have over their own

expressions.The face probably communicates the intellectual factor of understanding, or lack

of it.

• Areas of the face: meaning cuesCertain areas of the face provide meaning cues that are particularly useful in

identifying specific kinds of emotions. The nose wrinkle is characteristic of

disgust; raised upper lip is triggered by body boundary violations, poor hygiene

aversive interpersonal contacts, and certain types of moral offenses. When

someone displays anger facially the brows are lowered and drawn together,vertical lines appear between the brows, and both the upper and lower lids

exhibit tension.

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DIFFERENT TYPES OF FACIAL EXPRESSIONS

Disgust = I, Bewilderment = II, Happiness = III, Determination = IV, Fear = V,

Anger = VI, Surprise = VII, Interest = VIII, contempt = IX, Sadness = X.

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Deceptive face: how to recognize it and guard

against it!!Facial expressions are usually a reliable source of meaning, but in some

situations they may be unreliable in those situations, communicator must know

which signs of facial deception to watch.Thus, LaFrance and Mayo (1978) distinguished between facial expressions that

might be classified as Representational and those that might be classified as

Presentational. Representational expression is associated with genuine facial

expressions that accurately reflect the actual emotion that the communicator is

experiencing. Presentation in contrast, is the consciously controlled use of the

face for purposes of public consumption.

Whatever the reason for controlling facial expression, or, in some cases,

“putting on a false face,” the receiver should recognize that the sender is apt to

use one of three techniques (Ekman & Friesen, 1984): (a) qualifying, (b)

modulating, or (c) falsifying . The basic classes of facial meaning that might becommunicated are qualified when you add another facial expression to the

original in order to modify the impact.

Facial meaning is modulated when the intensity of the facial expression is

changed to communicate stronger or weaker feelings than those actually being

experienced. For example, you may communicate slight sadness, facially, when

you feel abject (miserable) grief.

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Finally, facial falsification may take one of three forms. A person may:

(a) Simulate, by showing facial emotion when no emotion is felt;

(b) Neutralize, by showing no facial emotion although some emotion is felt; or

(c ) Mask , by covering a felt emotion while displaying a facial emotion that is

not really felt.

The best method of guarding against such deception is training to develop

decoding skills. Finally, the receiver should be alert for involuntary micromomentary facial expressions.

• EYE BEHAVIORS

Throughout history, we have been preoccupied with the eye and its effect on

human behavior, when we say ‘She has big baby eyes’, ‘He has shifty eyes’,

‘He had that gleam in his eyes’ or ‘he gave me an evil eye’ we refer to the size

of the person’s pupil and to his/her gaze behavior.

‡ The language of the eyesEye contact: suggests that two people are looking at each other but does not

specify to what part(s) of body/face the eye contact is directed.

Types of gaze: face gaze, eye gaze, body gaze.

† Gaze avoidance: is intentional avoidance of eye contact.

† Gaze omission: is unintentional failure to make eye contact with other

person.† Gaze aversion: is a movement of yours eyes away from your interacting

partner eyes.

Finally some behaviors are measured by intensities or appearance cues.

† Staring: Is a look or gaze which persists regardless of eye behaviors of

other person.

† Eye blinking: Number of times your eye lids close per unit of time.

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† Eye flutter : Number of times your eye balls exhibit slight but discernible

horizontal or vertical movements per unit of time.

Measured eye behaviorsExline and Fehr (1982) maintained that five types of gaze variables have been

most frequently measured: The eye behaviors of person in context

† Frequency: the number of times that an individual looks at a conversational partner.

† Total duration: the number of seconds a communicator looks at a particular

interaction partner.

† Proportion of time: the percentage of total interaction time that a communicator

spends looking at or away from an interaction partner i.e. (speaking or listening).

† Average duration: mean or average duration of glances directed at an interaction

partner.

† Standard deviation of glances: average duration of glances that provides

information regarding variability in length of single glances.

The functions of eye behaviorsResearch by Janik, Wellens, Goldberg, and DeLosse (1978) established that

more visual inspection time is spent looking in the region of the eyes than at any

other part of the body. Attention is focused on the eyes 43.4 percent of the time;

the second most important area of visual attention is the mouth, where attention

is focused 12.6 percent of the time. The eyes

† Indicate degrees of attentiveness, interest, and arousal

† Help initiate and sustain intimate relationships

† Influence attitude change and persuasion

† Regulate interaction

† Communicate emotions

† Define power and status relationships

The attention function

They signal a readiness to communicate; they reflect the degree of mutualinterest. Have you ever given a member of the opposite sex "the eye"? Hess’s

research (1975) suggests that, pupil size accurately reflects a person's level of

interest. Pupils dilate as interest increases; they constrict when interest decrease.

When someone becomes exited, his pupils can dilate up to four times their

normal size. Conversely, an angry, negative mood causes the pupils to contract

to beads (beady little eyes)

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Beady little eyes dilated bed room eyes

The intimacy function∗ + , −

Eye behaviors serve a more central role in the development of intimate

relationships than any other type of nonverbal communication. Significantly,

Webbink (1986) wrote:

The eyes, more than other parts of the body, signal a courageous opennessbetween people through mutual gaze. Generally, the more prolonged the gaze,

the more intensely the intimacy is experienced.... Mutual gazing plays a primary

role throughout most interactions and is a reciprocal process particularly suited for enhancing a sense of sharing and thus, intimacy.

The Regulatory Function

The regulatory function of the eyes is an important one. In particular, eye

behaviors serve the regulatory function by alerting the decoder that encoding is

occurring and continuing, by signaling the encoder whether listening and

decoding are occurring, and by indicating when, the listener is to speak.

(Ellsworth & Ludwig, 1971; Kalma, 1992) There is growing evidence that the

eyes in combination with gestures serve effectively to communicate the turn-

maintaining, turn-yielding, turn-requesting, and turn-taking cues which are

central to conversational management.

The Persuasive Function

The persuader who wishes to be perceived as credible must sustain eye contact

while speaking and being spoken to by the persuadee. To avoid a marked

decline in their credibility, persuasive communicators must not be shifty eyed,

look down or away from the persuadee frequently, blink excessively, or exhibit

eye-flutter. We tend to believe those individuals who look us directly in the eye,

and individuals who do not are seen as deceitful. Direct eye contact is apt tohave a beneficial impact on both the communicator's perceived competence and

trustworthiness. We generally assume that individuals who look directly at us

knows what they are talking about and are being honest with us. Conversely,

when people avert their eyes before speaking to us or answering a question, we

are likely to make inferences about them which will limit their ability to be

effective persuaders.

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The averted eyes may be interpreted as an effort to keep something from us, in

which case we find them less trustworthy, or we may infer that the individual is

having difficulty formulating a coherent message, in which case we find the

individual less credible in terms of competence. Burgoon and associates (1985)

concluded that individuals who have limited eye contact and who avert their

gaze in an interview situation pay a stiff price in terms of their personal

credibility. The researchers emphasized that "by virtue of negative meanings

assigned to it as well as the detrimental evaluative and behavioral consequences,gaze aversion clearly qualifies as a negative type of violation".

The Power Function

The eye behaviors of human beings also function as an effective and reliable

index of the amount of power one individual possesses vis-à-vis another. People

perceived as powerful usually look powerful. The license to stare at others for

the purpose of domination is the exclusive prerogative of powerful people. In

contrast, the averted and downward glance is universally recognized as a sign of weakness and submission. Individuals who are presumed to be afraid to look at

others are judged to have minimal leadership capacity and are usually relegated

to the perceptual category of low status.

The visual dominance ratio is now perhaps the best measure of the relative

dominance and submissiveness of two individuals who are interacting. The

visual dominance ratio is the ratio of the percentage of looking in two modes-the

percentage of looking while speaking relative to the percentage of looking while

listening (Dovidio, Ellyson, Keating, HeItman, & Brown, 1988). As your level

of looking while speaking increases and your level of looking while listening

decreases, your visual dominance ratio goes up. The perceived dominance of females in particular has been found to increase markedly as their visual

dominance ratio increases (Iizuka, 1992).

If you think about the people you consider being weak, you may well recall that

they have a low visual dominance ratio and frequently avert their eyes When

you look at them.

Reading eyesEyes that move up and to the right indicate the individual is

trying to envision an event that has never been seen; eyes that move up and tothe left indicate the person is recalling an event that has been seen; eyes that are

centered but glance to the right indicate the person is trying to imagine a sound

that has never been heard; eyes but glance to the left indicate the person is

recalling a sound that has been heard; eyes that move down and to the left

indicate the person is carrying on a internal conversation; and eyes that move

down and to the right indicate the sorting out of bodily sensations (leo,1983)

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BUSINESS GAZE CONTROLLING GAZE

Controlling a person’s gaze

How to control a persons gaze while giving him a visual presentation using

books, charts, graphs and so on. Research shows that information relayed to a

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person’s brain, 87% comes via the ears, 9% comes via the ears, and 4% via the

other senses. If for e.g. the person is looking at your visual aid as you are

speaking, he will absorb only 9% of your message if the message is not directly

related to what he sees. If the message is related to the visual aid, he will absorb

only 25-30% of your message if he is looking at the visual aid. To maintain

maximum control of his gaze, use a pen or pointer to the visual aid and at the

same time verbalize what he sees. Next, lift the pen from the visual aid and hold

it between his eyes and your own eyes, this has magnetic effect of lifting hishead so that he is looking at your eyes and now he sees and hears what you are

saying, thus achieving maximum absorption of your message. Be sure that palm

of your hand is visible when you are speaking.

BUSINESS GAZE

When having discussions on a business level, imagine that there is a triangle on

the other person’s fore head. By keeping your gaze directed at this area, you

create, a serious atmosphere and the other person senses that you mean business.

Provided that your gaze does not drop below the level of the other person’s eyesyou are able top maintain control of the interaction.

BODILY COMMUNICATIONS

Kinesis is the study of observable, isolable and meaningful movement in

interpersonal communication. Kinesis research begins with the kine, smallest

identifiable unit of motion, and emphasizes the kinemorph, that combination of

kines in any part of the body which conveys a given meaning.

Birdwistell (1952) identifies eight sources of potentially significant bodily

movement a) total head, b) face, c) neck, d) trunk, e) shoulder-arm-wrist, f)

hand, g) hip joint-leg-ankle, and h) foot.

Hand movements are important and produce more information nonetheless leg

movements are very reliable.

Undeniably body cues give precise information about our psychological states.

They accurately indicate not only weather we are confidant but how confidant

we are. They often indicate when are deceptive. They also reveal negatively

toned psychological states, which range from frustration to discomfort to

anxiety and ultimately to fear.

The face most accurately communicates particular types of emotion, but it is

our bodily cues that indicate what our general level of emotional arousal isand how intensely we feel the emotion we may be displaying facially.

Palm gestures

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It’s associated with truth, honesty, allegiance

and submission. Many oaths are taken with the

palm of the hand over the heart, and the palm is

held in the air when some body is giving

evidence in court of law, one of the mostvaluable ways of discovering whether someone

is being open and honest or not is to look for

palm displays. When people whish to be totally

open or honest they will hold one or both palms

out to the other person and say something like,

“let me be open with you”

Sales people are often taught to look for the

customer’s exposed palm when he gives reasons why he cannot buy the product, because only valid reasons are given with exposed palms.

It’s possible however to make yourself appear more credible by practicing open

palm gestures, conversely as the gestures become habitual, the tendency to tell

untruths lessons.

The palm power

One of the least noticed but most powerful non-verbal signals is given by the

human palm. When used correctly, palm power invests its user with a degree of

authority and the power of silent command over others. Three main palm gestures are 1) The palm-up, 2) The palm-down and 3)

The palm-closed-finger-pointed position.

1) The palm-up 2) The palm-down

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“Let me be open with you”

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3) The palm-closed-finger-pointed position The palm facing up is used as a submissive, non threatening gesture. The person

being asked to move the box will not feel that the request is given with pressure

and, in a normal superior/subordinate situation, will not feel threatened by the

request. When the palm is turned to face downwards, you will have immediate

authority.

The person to whom you have directed the request feels that he has been given

an order to remove the box and may feel antagonistic towards you, depending

on your relationship with him. For example, if the person to whom you gave the

request was a co-worker of equal status, he could reject your palm-down request

and would be more likely to carry out your wish if you had used the palm-up

position. If the person to whom you give the request is your subordinate, the

palm-down gesture is acceptable, as you have the authority to use it. In Figure

19, the palm is closed into a fist and the pointed finger becomes a symbolic club

with which the speaker figuratively beats his listener, into submission. The

pointed finger is one of the most irritating gestures that a person can use while

speaking, particularly when it beats time to the speaker’s words. If you are a

habitual finger-pointer, try practicing the palm-up and palm-down positions and

you will find that you create a more relaxed attitude and have a more positive

effect on other people.Dominant and submissive handshakesOne of three basic attitudes is transmitted through the handshake. These are

dominance: 'This person is trying to dominate me. I'd better be cautious',

submission: 'I can dominate this person. He will do as I wish', and equality: 'I

like this person. We will get on well together'.

Dominance is transmitted by turning your hand so that your palm faces down in

handshake

You are submissive when you offer your hand with your palm facing upwards

this is particularly effective when you want to give the other person control or allow him to feel that he is in command of the situation.

People who use their hands in their profession, such as surgeons, artists and

musicians, may also give a limp handshake purely to protect their hands.

When two dominant people shake hands, a symbolic struggle takes place as

each person tries to turn the other's palm into the submissive position. The result

is a vice-like handshake with both palms remaining in the vertical Position as

each person transmits a feeling of respect and rapport to the other.

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Taking the control

Giving the control

Shake

like a man

Other hand shaking styles

The glove handshake is sometimes called the politician's handshake. Theinitiator tries to give the receiver the impression that he is trustworthy and

honest.

The glove

Few 'greeting gestures are as uninviting as the dead fish handshake, particularly

when the hand is cold or clammy. The soft, placid feel of the dead fish makes it

universally unpopular and most-people relate it to weak character, mainly

because of the ease with which the palm can be turned up.

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The dead fish

The knuckle grinder is the trademark of the aggressive 'tough guy' type.

Unfortunately, there are no effective ways to counter it, apart from verbal abuse

or physical action.

The knuckle grinder

The stiff- arm trust

The stiff-arm thrust tends to be used byaggressive types and its main purpose is to keep

you at a distance and out of the initiator's

intimate zone.

The finger-tip grab

The finger-tip grab is like the stiff-arm thrust that has missed the mark; the user

mistakenly grabs the other person's fingers. Even though the initiator may

appear to have a keen and enthusiastic attitude toward the receiver, in fact he

lacks confidence in himself. Like the stiff-

arm thrust, the main aim of the finger-tipgrab is to keep, the receiver at a

comfortable spatial distance.

Pulling the receiver into the initiator's territory can mean one of two things:

first, the initiator is an insecure type who

feels safe only within his own personal

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The finger-tip grab

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space or second, the initiator is from a culture that has a small intimate zone and

he is be having normally.The arm pull

Hands clenched togetherThis may seem to be confidence gesture however, by Nierenberg and Calero this

is gesture of frustration signaling that person is holding back negative attitude.

This gesture has three main positions; hands clenched in front of the face,

(Figure A), hands resting on the desk (Figure B) or onthe lap when seated and placed in front of the crotch

when standing (Figure c).

There also appears to be a correlation between the

height at which the hands are held and the strength of

the person's negative mood; that is, the person would

be more difficult to handle when the hands are held

high as in Figure A; than he would be with the Figure

B; position. Like all negative gestures, some action

needs to be taken to unlock the person's fingers toexpose the palms and the front of the body, or the

hostile attitude will remain.

Fig A) hands clenched in raised position

Fig B) hands clenched in middle position. Fig C) hands clenched in lower position

Steepling Hands'Steepling', as Birdwhistell called it, can be an exception to these rules, as it is

often used in isolation of other gestures. In fact, people who are confident,

superior types or who use minimal or restricted body gestures often use this

gesture, and, by doing so, they signal their confident attitude.

It is frequently used in superior/subordinate interaction and that it can be anisolated gesture, which indicates a confident or 'know-it-all' attitude.

The gesture has two versions; the Raised steeple (Figure A), the position

normally, taken when the steepler is giving his opinions or ideas and is doing

the talking. The Lowered steeple gesture (Figure B) is normally used when

the steepler is listening rather than speaking.

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Although the steeple gesture is a positive signal, it can be used in either positive

or negative circumstances and may be misinterpreted. For example, a salesman

presenting his product to a potential buyer may have observed several positive

gestures given by the buyer during the interview. These could include open

palms, leaning forward, head up and so on. Let's say that towards the end of the

sales presentation the customer takes one of the steeple positions.

If the steeple follows a series of other positive gestures, appearing when the

salesman shows the buyer the solution to his problem, the salesman has beengiven a cue to close the sale, ask for the order and expect to get it.

On the other hand, if the steeple gesture follows a series of negative gestures

such as arm folding, leg crossing, looking away etc and if buyer takes the

steeple position towards the close of the sales presentation, the buyer may be

confident that he will not buy or that he can get rid of the salesman.

(FigureA) the Raised steeple (FigureB) the Lowered steeple gesture

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Hand to face gesturesHow can you tell when some body is lying? Recognition of the non-verbaldeceit gestures can be one of the most important observation skills one canacquire. So what deceit signals can give people away?

GANDHI JI’S three monkeys are the most commonly used symbols of deceit,

when we see, speak and hear untruths or deceit, we often attempt to cover our mouth, eyes or ears with our hands.

Children use these obvious deceit gestures quite openly. If the young childtells a lie, he will often cover his mouth with his hands in an attempt to stop

the deceitful words from coming out. If he does not wish to listen to areprimanding parent, he simply covers his ears with his hands. When he sees

something he doesn't wish to look at, he covers his eyes with his hands or arms.

As a person becomes older, the hand-to-face gestures become more refinedand less obvious' but they still occur when a person is lying, covering up or witnessing deceit; deceit can also mean doubt, uncertainty, lying or

exaggeration.

When someone uses a hand-to-face gesture, it does not always mean that heor she is lying. It does, however, indicate that the person may be deceiving usand further observation of his other gesture clusters can confirm our

suspicions. It is important that we do not interpret hand-to-face gestures inisolation.

The Mouth Guard

The mouth guard is one of the few adult gestures that are as obvious as achild's. The hand covers the mouth and the thumb is pressed' against the

cheek as the brain subconsciously instructs it to try and suppress the deceitfulwords that are being said. Sometimes this gesture may only be several fingers

over the mouth or even a closed fist, but itsmeaning remains the same.If the person who is speaking uses this

gesture, it indicates that he is telling a lie. If,however, he covers his mouth while you are

speaking, it indicates that he feels you arelying!

Many people try to disguise the mouthguard gesture by giving a fake cough.

The mouth guard

Nose Touching

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In essence, the nose touch gesture is a sophisticated, disguised version of the

mouth guard gesture. It may consist of several light rubs below the nose or itmay be one quick, almost imperceptible touch.

One, explanation of the origin of the nose touch gesture is that, as the

negative thought enters the mind, the subconscious instructs the hand to

cover the mouth, but, at the last moment, in an attempt to appear less

obvious, the hand pulls away from the face and a

quick nose touch gesture is the result. Another

explanation is that lying causes the delicate nerve

endings in the nose to tingle and the rubbing action

takes place to satisfy this feeling. 'But what if the

person only has an itchy nose?' is frequently asked.

The itch in a person's nose is normally satisfied by

a very deliberate rubbing or scratching action, as

opposed to the light strokes of the nose touch

gesture.

Like the mouth guard gesture, it can be used both bythe speaker to disguise his own deceit and by the listener whodoubts the. Speaker’s words.

The eye Rub'See no evil' says the wise monkey, and this gesture is the brain's attempt to

block out the deceit, doubt or lie that it sees or to avoidhaving to look at the face of the person to whom he is

telling the lie. Men usually rub their eyes vigorously and

if the lie is a big one they will often look away, normallytowards the floor. Women use a small, gentle rubbing

motion just below the eye, either because they have been brought up to avoid making robust gestures, or to avoid

smudging make-up. They also avoid a listener's gaze bylooking at the ceiling.

The Ear Rub

This is, in effect, an attempt by the listener to

'hear no evil' in trying to block the words by putting the hand around or over the ear. Other variations of the ear rub gesture include rubbingthe back of the ear, the finger drill (where the

fingertip is screwed back and forth inside the ear), pulling at the earlobe or bending the entire ear

forward to cover the ear hole. This last gesture is asignal that (the person has heard enough or may

want to speak.

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The eye rub

The ear rub

The nose touch

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The Neck Scratch

In this case, the index finger of the

writing hand scratches below theearlobe, or may even scratch the side

of the neck. Observation of this gesturereveals an interesting point: the personscratches about five times. Rarely is

the number of scratches less than fiveand seldom more than five. This

gesture is a signal of doubt or uncertainty and is characteristic of the person, who says, 'I'm not sure I agree:

It is very noticeable when the verbal language contradicts it, for example,when the person says something like, ‘I can understand how you feel’.

The Collar PullDesmond Morris noted that research into thegestures of those who tell lies revealed thatthe telling of a lie caused a tingling sensation

in the delicate facial and neck tissues and arub or scratch, was required to satisfy it. This

seems to be a reasonable explanation of whysome people use the collar pull gesture when

they tell a lie and suspect that they have beencaught out.

Boredom When the listener begins to use his hand to support his head, it is

a signal that boredom has set in and his supporting hand is an attempt to holdhis head up to stop himself from' falling asleep. The degree of the listener's

boredom is related to the extent to which his arm and hand are supporting his

head. Extreme boredom and lack of interest are shown when the head is fullysupported by the hand (Figure 61) and the ultimate boredom signal occurs

when the head is on the desk or table and the person is snoring!Drumming the fingers on the table and continual tapping of the feet on the

floor are often misinterpreted by professionalspeakers as boredom signals, but in fact they signalimpatience. When we as a speaker notice these

signals, a strategic move must be made to get thefinger drummer or foot tapper involved in your

lecture, thus avoiding his negative effect on theother members of the audience. The audience who

displays boredom and impatience signals together is telling the speaker that it is time for him to end

the speech. It is worth noting that the speed of thefinger taps or foot tap is related to the extent of the

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The collar pull

Boredom

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person's impatience - the faster the taps, the more impatient the listener is

becoming.

EvaluationEvaluation is shown by a closed hand resting on the

cheek, often with the index finger pointing upwards (figEvaluation 1). Should the person begin to lose interest

but wish to appear interested, for courtesy's sake, the position will alter slightly so that the heel of the palmsupports the head, as shown in Figure boredom page 23.

Genuine interest is shown when the hand is on thecheek, not used as a head support.When the index finger points vertically up the cheek

and the thumb supports the chin, the listener is havingnegative or critical thoughts about the speaker or his

subject. Often the index finger may rub or pull at theeyes as the negative thoughts continue. The longer a

person holds the gesture, the longer the critical attitudewill remain.This gesture is often mistaken as a signal of interest, but

the supporting thumb tells the truth about the critical

attitude (see Figure).

Chin Stroking Next time while presenting an idea to a group of people, watch them carefullyas you give your idea and you will notice something fascinating. Most, if not

all the members of your audience will bring one hand up to their faces and begin to use evaluation gestures. As you come to the conclusion of your presentation and ask for the group to give opinions or suggestions about the

idea, the evaluation gestures will cease. One hand will move to the chin and begin a chin-stroking gesture.

This chin-stroking gesture is the signal that the listener is making a decision. When you have asked the

listeners for a decision and their gestures have changedfrom evaluation to decision-making, the following

movements will indicate whether their decision isnegative or positive. A sales person would be foolish tointerrupt or to speak when a buyer begins the chin-

stroking gesture after he has been asked for a decision to purchase. His beststrategy would be a careful observation of, the buyer's next gestures, whichwill indicate the decision he has reached. If, for example; the chin-stroking

gesture is followed by crossed arms and legs and the buyer sits back in hischair, the sales person has been non-verbally told, 'No', He would be wise to

review the main points of the presentation immediately before the buyer

verbalizes his negative answer and the sale may be lost. If the chin-strokinggesture is followed by the readiness gesture the sales person only needs to ask

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Evaluation 1

Evaluation negative

Chin Strokin

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how the buyer would prefer to pay for product and the buyer will proceed to

make his purchase.

Variations of Decision making GesturesSomeone who wears glasses often follows evaluation clusters by removing

them and putting one arm of the frame in his mouth instead of using the chin-stroking gesture when making a decision. A pipe-smoker will put his pipe in

his mouth. When a person places an object such as a pen or a finger in hismouth after having been asked for a decision, it is a signal that he is unsureand reassurance is needed because the object in his mouth allows him to stall

making an immediate decision. As it is bad manners to speak with your mouth full, the buyer feels justified in not giving an immediate decision.

Combination Hand-to-Face Clusters

Occasionally the boredom, evaluation and decision-making gestures come in combinations, each showing

an element of the person's attitude.Figure A shows the evaluation gesture moved to the

chin and the hand may also be

stroking the chin. The person isevaluating the proposition, while

making decisions at the same time.When the listener begins to loseinterest in the speaker, the head begins to rest on the

hand. Figure B shows evaluation with the head supported by the thumb as the listener becomes uninterested.

Making a decision

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Fig A Evaluation/decisio

Fig B.Evaluation, decision, boredom cluster

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Standard Arm-Cross Gesture

Arm barriers Standard Arm-Cross GestureBoth arms are folded together across the chestas an attempt to 'hide' from an unfavorable

situation.

It is commonly seen when a person is amongstrangers in public meetings, queues, cafeterias

elevators or anywhere that people feeluncertain or insecure.

When you see the arm-cross gesture occur during a face-to-face encounter, it is reason-

able to assume that you may have said some-thing with which the other person disagrees, so it may be pointless continuing

your line of argument even though the

other person may be verbally agreeingwith you. The fact is that the non-verbal medium does not lie-the verbal

medium does. Your objective at this point should be to try to discover thecause of the arms-folded gesture and to move the person into a more

receptive position. Remember as long as the arms-folded gesture remains, thenegative attitude will remain. The attitude causes the gestures to occur and

prolonging the gesture forces the attitude to remain.

A simple but effective method of breaking the folded-arms position is to handthe person a pen, a book or something that forces him to unfold his arms to

reach forwardThis moves him into a more open posture and attitude. Asking the person to

lean forward to look at a visual presentation is also an effective means of opening the folded-arms position. Another useful method is to lean forwardwith your palms facing up and say, 'I can see you have a question, what

would you like to know?' or, 'What do you think?' and then sit back toindicate that it is the other person's turn to speak. By leaving your palms

visible you non-verbally tell the other person that you would like an open,honest answer.

Reinforced Arm-CrossIf as well as the full arm-cross gesture the person has

clenched fists, it indicates a hostile and defensiveattitude. This cluster is often combined with clenched

teeth and red face, in which case a verbal or physicalattack may be imminent. A submissive palms-upapproach is needed to discover what caused the hostile

gestures if the reason is not already apparent. The person using this gesture cluster has an attacking

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Fist shows a hostile attitude

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attitude, as opposed to the person in Figure (Standard Arm-Cross Gesture),

who has taken a defending arm-cross position.

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Arm Gripping Gesture

Arm-cross gesture is characterized by the hands tightlygripping the upper arms to reinforce the position and to stop

any attempt to unfold the arms and expose the body. The armscan often be gripped so tight that the fingers and knuckles turn

white as the blood circulation is cut off. This arm-fold style iscommon to people sitting in doctors' and dentists' waiting-rooms it shows a negative restrained attitude.

Crossed-leg gesturesLike arm barrier gestures, crossed legs are a signal that a negative or defensive attitude may exist. The purpose of crossing the arms on the chest

was originally to defend the heart and upper body region and crossing thelegs is an attempt to shield the genital area. There are two basic crossed leg

sitting positions, the standard leg cross and the figure 4 leg lock .

The Standard Leg-Cross Position

One leg is crossed neatly over the other, usually the right over the left. It may be used to show a nervous, reserved or defensive

attitude. However, this is usually a supportive gesturethat occurs with other negative gestures and should

not be interpreted in isolation or out of context.When the crossed legs gesture is combined with

crossed arms (Figure), the person has withdrawnfrom the conversation. A sales person would be very

foolish even to attempt to ask for a decision from a buyer when he has taken this pose, and the sales person should ask probing questions to

uncover his objection.

Figure 4 Leg Lock Position This leg cross indicates that an argumentative or competitive attitude exists. Itis the sitting position used by many males who

have a competitive nature. If this is accompanied

by folded arms it indicate argumentative attitude.

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Arm Gripping Gesture

The Standard Leg-Cross Position

Figure 4 Leg Lock Position

Defensive pose

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Stalling

Basic Head PositionsThere are three basic head positions.

Neutral head position

Neutral head position is with the head up and is the position taken by the person who has a neutral

attitude about what he is hearing. The head usuallyremains still and may occasionally give small nods.

Hand-to-cheek evaluation gestures are often usedwith this position.

Interested position

When the head tilts to one side it shows that interest has

developed. Charles Darwin was one of the first to notethat humans, as well as animals, tilt their heads to oneside when they become interested in something.

Disapproval Position

When the head is down, it signals that the attitude is

negative and even judgmental (Figure 95). Criticalevaluation clusters are normally made with the headdown and, unless you can get the person's head up or

tilted, you may have a communication problem.

Stalling

Like pipe smoking, the glasses-in-mouth gesture can be used to stall or delay a decision. In negotiating, it has been found that this

gesture appears most frequently at the close of thediscussion when the person has been asked for a

decision. The act of continually taking the glasses off and cleaning the lenses is another method used byglasses wearers to gain time for a decision. When this

gesture is seen immediately after a decision has beenasked for, silence is the best tactic.

The gestures that follow this stall gesture signal the person's intention and allow an alert negotiator to

respond accordingly. For example, if the person puts the glasses back on, this often means that he wants to 'see' the facts again, whereasfolding the glasses and putting them away signals an intention to terminate

the conversation.

Body angle and position

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Neutral head position

Interested position

Disapproval Position

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How someone’s body is angled or positioned in relation to others reveals his

or her actual or perceived relationship to the group. Here are some tips for using body angle and position to your advantage:

† Dealing with your superiors. Let them know your willingness to cooperate

by leaning forward in your seat or by turning toward them when you are standing.

Sitting far back in your chair with open arms and legs also indicates your cooperationand honesty.

† Encouraging participation at a meeting. Managers who want to foster

increase dialogue among their subordinates will often sit down with the group tosignal that no one in the group has any more authority to speak than does anyone else

—everyone is equal. This technique is often used to encourage groups of employeesto come up with their own unique solution to problems faced by companies, rather

than having them wait to be told what to do by the superior who is conducting the

meeting.

† Bringing a meeting to a close. Do what you want the other person to do.

First, tidy up the desk or table. Then move toward the edge of your seat and lean

forward; this acts as a gentle body “push.” Stand up while you are still talking andwalk to the door. Usually the other person will imitate you, and no hard feelings willresult.

† Making a sale or negotiating a contract. Copy the other person’s body angle

and movements. If you can do this without being obvious, the other person will bemore comfortable with you. Do not loom over the person to avoid giving the

impression you are trying to dominate. If possible, sit lower than the other person.These techniques also work well for counseling employees and colleagues.

Negative signals: Man’s crossed legs and arms; lack of eye contact; frown,

Positive signals: Man’s open arms and legs; eye contact; pleasant expression.

Woman’s legs crossed toward man; open arms; pleasant expression.

Proxemics

Proxemics is the study of a person’s spatial needs and people’s interactionwith that space. Each of us has several zones into which we allow other

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BASIC SITTING

POSITIONS

The corner

position

A

B1The co-

OPERATIVE

position

B2A

people, depending on their relationship to us (see3.5). The zones are listed

below, from the closest, smallest zone to the widest:

† Intimate zone. It is the space around us into which no one is allowed except

those to whom we are close. When other people enter this zone, we becomeuncomfortable or feel threatened and attempt to move away. Think of this space as a

privacy bubble.

† Personal zone. The distance we maintain when chatting with friends or

business associates in a social context.

† Social zone. The space between us and those we don’t know well, such as a

repair person, store clerk, customer, or negotiating partner.

† Public zone. The space we prefer to maintain between us and large groups.

Spatial zones

Table seating positionsStrategic positioning in relation to other people is an effective way to obtaincooperation from them. Aspects of their attitude toward you can be revealed

in the position they take in relation to you. Because of a wide range of moderating circumstances, the following examples relate primarily to seating

arrangements in an office environment with a standard rectangular desk.Person B can take four basic seating positions in relation to person A.B1: The corner position A B2

B2: The cooperative positionB1

B3: The competitive-defensive position.

B4: The independent positionB3 B4

The Corner Position (B1)

This position is normally used by people whoare engaged in friendly, casual conversation.

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INTRODUCING

A THIRD

PERSON C

B2A

B1

C

The

COMPITITIVE

DEFENSIVE

position

A

B3

The position allows for unlimited eye contact and the opportunity to use

numerous gestures and to observe the gestures of the other person. The corner of the desk provides a partial barrier should one person begin to feel

threatened, and this position avoids a territorial division on the top of thetable. The most successful strategic position from which a sales person can

deliver a presentation to a new customer is by position B1 assuming A is the buyer. By simply moving the chair to position B1 you can relieve a tenseatmosphere and increase the chances of a favorable negotiation.

The Co-operative Position (B2)

When two people are mutually oriented, that is, both thinking alike andworking on a task together, this position usually occurs. It is one of the most

strategic positions for presenting a case and having it accepted. The trick is,however, for B to be able to take this position without A feeling as though histerritory has been invaded. This is also a highly successful position to take

when a third party is introduced into the negotiation by B, the sales person.

Say, for example, that a sales person was having a second interview with aclient and the sales person introduced a technical expert. The followingstrategy would be most suitable.

The technical expert is seated at position C opposite customer A. The sales person can sit either at position B2 (co-operative) or B1 (corner). This allows the sales

person to be ‘on the client’s side’ and toquestion the technician on behalf of the client.

This position is often known as ‘siding with the

opposition’.

The Competitive-Defensive Position (B3)

Sitting across the table from a person can create

a defensive, competitive atmosphere and canlead to each party taking a firm stand, on his point of

view because the table becomes a solid barrier between both parties. This position is taken by peoplewho are either competing with each other or if one is

reprimanding the other. It can also establish that asuperior/subordinate role exists when it is used in A’s

office.If B is seeking to persuade A, the competitive-

defensive position reduces the chance of a successful negotiation unless B isdeliberately sitting opposite as part of a pre-planned strategy. For example, itmay be that A is a manager who must severely reprimand employee B, and

the competitive position can strengthen the reprimand. On the other hand, itmay be necessary for B to make A feel superior and so B deliberately sits

directly opposite A.Whatever line of business you are in, if it involves dealing with people, you

are in the influencing business and your objective should always be to see the

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The

INDIPENDENT

position

A

B4

other person’s point of view, to put him or her at ease and make him or her

feel right about dealing with you; the competitive position does not leadtowards this end. More co-operations will be gained from the corner and co-

operative positions than will ever be achieved from the competitive position.Conversations are shorter and more specific in this position than from any

other.Whenever people sit directly opposite each other across a table, theyunconsciously divide it into two equal territories. Each claims half as his own

territory and will reject the other’s encroaching upon it.There will be occasions on which it may be difficult or inappropriate to take

the corner position to present your case. Let us assume that you have a visual presentation; a book, quotation or sample to present to another person who is

sitting behind a rectangular desk. First, place the article on the table. Theother person will lean forward and look at it, take it into his territory or pushit back into your territory.

If he leans forward to look at it, you

must deliver your presentation fromwhere you sit as this action non-verballytells you that he does not want you on

his side of the desk. If he takes it into histerritory this gives you the opportunityto ask permission to enter his territory

and take either the corner or cooperative positions.

If, however, he pushes it back, you’re in trouble! The golden rule is never toencroach on the other person’s territory unless you

have been given verbal or non-verbal permission to doso or you will put them offside.

The Independent Position (B4)

This is the position taken by people when they do notwish to interact with each other; it occurs in such

places as a library, park bench or restaurant. It

signifies lack of interest and can even be interpretedas hostile by the other person if the territorial

boundaries are invaded. This position should beavoided where open discussion between A and B is required.

ChronemicsChronemics refers to how we perceive and use time to define identities andinteraction. Nonverbal scholar Nancy Henley (1977) reports that we use time

to negotiate and convey status. She has identified a cultural rule that

stipulates that important people with high status can keep others waiting.Conversely, people with low status expected to be punctual. It is standard

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Non-verbal agreement to enter buyer’s territory

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cultures, as well as social cultures, have artifacts that are especially important

reflections of heritage and values.

Object language

The objects with which we adorn ourselves and our surroundings serve two purposes: They fulfill personal needs, and they make a statement to others.

Jewelry is an excellent example of object language. People purchase jewelryto meet their own belonging or esteem needs. However, jewelry also often

reveals many things about its owner: social Status, professional status (classrings, company watches), income level, artistic leanings conservatismrebellious nature (nose rings), age group and self concept.

Business clothing and accessories serve the same two purposes. In addition,they create an image for the individuals company. If the corporation wishes to

project an image of conservatism and safety, such as a bank, you will findthat most of its employees will wear conservative, sensible suits and ties. Thisimage is translated by customers and clients in terms of the company itself—

the firm is likely to be as sensible and trustworthy as its employees appear to be. The pressure to conform is strong, even when there is no formal, written

statement of policy. People who do not dress properly either leave or changetheir style when they see promotions going only to people who meet the

image. Job applicants are also screened to see how they fit into the company’s perceived image of itself.A number of people have condemned the clothing worn by many business

women for the statements of submissiveness such clothing makes. They believe the high heels, design, and soft fabric of many styles restrict

movement and prevent females from competing with the same freedom asmales. Therefore, most women executives adopt conservative dress: suits and

blouses made of the same fabric as men’s clothing, and lower heels. Theseare still the standard for business. A slim briefcase with a combination lock reveals status large bulky briefcase are carded by those who do all the work.

HOW TO LEARN NONVERBAL LANGUAGE

Set aside at least fifteen minutes a day to study and read the

gestures and others cues of peoples, as well as acquiring a

conscious awareness of your own gestures. A good reading ground

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is any where people meet and interact (parties, airport ,

bus terminal, railway stations etc). Having studied the art

of body language, you can go to a party, sit alone in a corner all

evening like a wall flower and have an exciting time just watchingother people’s body language rituals!

Television also offers an excellent way of learning

nonverbal communication. Turn down the sound and try to

understand what is happening by first watching the picture. By

turning the sound up every five minutes, you will be able to check

how accurate your nonverbal readings are.

Another very appealing way is to look for your own cues

while speaking on phone, in front of a mirror. Also you will be

amazed to find that when you are tired very much, your ability to

note nonverbal gestures increases while that of verbal message

decreases.

CONCLUSION

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As a human being we communicate far more than words; we

use our whole body to express our self, and we use our five

senses to interpret meaning.

Other people learn about our self from our posture, our

clothing and grooming, our facial expressions, our eyecontact, our gesture and many other things that have nothing

to do with words.

Between 60and 90 percent of the meaning in two-person

conversations comes not from what is said, but from the

way it is said and the setting in which it is said. We cannotavoid communicating, no matter how silent we are the

communication still goes on.

It enables us to interpret the behavior of those with whom

we do business.

To improve our nonverbal communication we can target two

or three areas of this communication.

Because every nonverbal action makes an imprint on the

brain, any physical action that is practiced repeatedly should

eventually become automatic.

Once we have incorporated those changes into our

communication style, we can turn our attention to a few

others.

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REFERENCES:

†

Leathers, Dale G.; Successful Non Verbal

Communication; Principals and Applications; 1997; 3rd[ed];

Allan & Baycon, U.S.A; PP, 1-253.

† Pease Allan.; Body Language; How to Read

Others Thoughts by their Gestures;1998; Sudha Publications,

New Delhi; PP, 6-85, 113-132.

† Tubbs Steward L; Human communication; 8th

[ed]; PP, 69-97.

†

Chandler Frances G.; Fundamentals of Business

communication; 3rd [ed]; PP, 99-131.

† Williams Stephen C., Poire Le Schmidlin ;The

Word Beyond Words. 5th [ed]; PP, 160-189.

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APPENDICES

Impression Management Principles, Image Dimension I: CredibilityPI - Communicators, who maintain a high level of eye contact with their interaction

partners, but not continuous eye contact, are perceived as more competent (Kleinke, 1986;

Webbink. 1986).P2 - Vocal cues such as relatively fast rate, substantial volume, and short, purposeful

pauses are related to perceptions of increased competence (Street & Brady, 1982).

P3 - Communicators who meet the personal appearance expectations of the person(s) withwhom they interact will be judged to be more competent (Rosenberg, Bohan. McCaffwy,

& Harris, 1986).

P4 - Communicators who speak General American dialect with standard accent are viewed

as more competent than those who do not (Burgoon & Saine, 1978; Street & Hooper,

1982).

P5 - Competence is negatively affected by looking down before responding to a question,

characteristically downcast eyes, and a low level of eye contact (Burgoon, Manusov,

Mineo. & Hale. 1985: Kleinke, 1986).

P6 - Communicators whose verbal and nonverbal messages are inconsistent are viewed as

less trustworthy than communicators whose multichannel messages are consistent

(Leathers, 1986; Mehrabian, 1981).P7 - Individuals who exhibit insincere smiles at inappropriate times will probably be

viewed as less trustworthy than individuals who smile sincerely in context (Ekman, 1985;

Ekman & Friesen. 1982).

P8 - Communicators who exhibit behavioral “tension-leakage” cues in the form of

nonfluencies, shifty eyes, and lip moistening will be judged to be less competent than

those who do not (Exline, 1985).

Image Dimension II: LikabilityPI - Communicators who exhibit immediacy behaviors in the form of close interaction

distances, a direct bodily orientation, forward-leans, socially appropriate touching, in-

context and sincere smiling, bodily relaxation, and open body positions are consistently perceived as more likable than communicators who do not exhibit such immediacy

behaviors (Andersen, 1985: Richmond, McCroskey, & Payne, 1987).

P2 - Communicators who signal interest and attentiveness via direct body and head

orientations, direct eye contact, and smiling are typically viewed as more likable than

communicators who do not similarly signal interest and attentiveness (Schlenker, 1980).

P3 - Communicators who dress in such a manner as to meet the dress expectations of those

with whom they interact will be better liked (Leathers, 1988).

P4 - The interaction of body type and clothing can have a major impact on judgments of

likability; for example; big persons with endomorphic body types should wear softer,

lighter shades of blue, gray, or light brown (beige) in order to be perceived as likable.

P5 - Impression managers should recognize that clothing which will make them appear to be likable (i.e., lighter-colored and informal clothing) may also make them appear to be

less credible, and vice versa (Rasicot. 1983: Smith & Malandro, 1985).P6 - Sustained and direct eye contact, and the maintenance of mutual gaze with one’s

interaction partner, are strongly correlated with positive judgments of likability (Kleinke,

1986).

P7 - Likability is positively associated with a speaking voice which is pleasant, relaxed,

emotionally expressive, and friendly, and that sounds confident, dynamic, animated, and

interested (Richmond et al.. 1987).

P8 - Nonverbal indicators of disliking, which reinforce the perception that the person

exhibiting such behavioral indicators is unlikable, are unpleasant facial expressions, a

relative absence of gestures, visual inattentiveness, closed bodily posture, and anincongruent posture (Leathers, 1986).

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Continued

Image Dimension III: Interpersonal AttractivenessPI - Communicators whose nonverbal communicative behaviors seem to be spontaneous,

disclosing, and uncensored are seen to be more interpersonally attractive (Sabatelli &

Rubin, 1986).

P2 - There is a strong positive intercorrelation between overall physical, facial, bodily, and

interpersonal attractiveness (Alicke, Smith, & Klotz, 1987).P3 - Communicators who exhibit a high level of responsiveness via such nonverbal

communicative behaviors as head nodding, positive vocal reinforcement (e.g., saying “uh-

huh”), forward-lean, direct body orientation, and direct eye contact with their interaction

partner will be perceived as more interpersonally attractive than those who do not

(Remland & Jones, 1989).P4 - Nonverbally expressive communicators are viewed as more interpersonally attractive

(Friedman, Riggio & Cassella, 1988; Sabatelli & Rubin, 1986).

P5 - Communicators can exhibit emotional expressivity via facial animation, appropriate

vocal volume, vocal warmth, smiling and laughing, and gestural and bodily animation

(Coker & Burgoon, 1987).

P6 - Communicators who choose seating arrangements that provide for decreasedinterpersonal distance and increased capacity for visual contact with individuals with

whom they interact are usually seen as more interpersonally attractive (Riess, 1982).P7 - Communicators who exhibit a low frequency of nonverbal communicative behaviors

and cues will be judged to be less interpersonally attractive (Roll, Crowley, & Rappl,

1985).P8 - Communicators who exhibit a narrow pitch and volume range are often perceived to

be uninteresting (Leathers, 1986).Image Dimension IV- Dominance

P1 - The eyes serve to define or reveal the distribution of power within social relationships

(Webbink, 1986).

P2 - Dominance is communicated strongly by staring and submissiveness by gazeavoidance-emotional states associated with gaze aversion include fear, guilt, shame, and

social inferiority (Harper, 1985).

P3 - Communicators are perceived as increasingly dominant as their amount of eye contact

increases (Brooks. Church, & Frazer, 1986).P4 - Communicators become more dominant as their level of looking while speaking

increases and their level of looking while listening decreases, that is, their visual

dominance ratio goes up (Dovidio & Ellyson, 1985).P5 - Dominance is conveyed by controlling talk time, speaking in a loud voice, and

frequently interrupting the interaction partner (Harper, 1985).P6 - Communicators who use hesitations and hedges are perceived as less powerful than

those who do not (Hosman, 1989).

P7 - Nonverbal indicators of submissiveness include constricted and closed body postures,

a limited range of movement, hunched body, downward-turned head, and bodily tension

(Harper. 1985).

P8 - The soft voice with little volume communicates lack of assertiveness (Montepare &

Zebrowitz-McArthur, 1987).

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Personal Appearance Guidelines

1. Strive to meet the dress expectations of the person (or group) with whom you interact by

noting such factors as their age, education, class, gender, ethnicity, and region or specific

area of residence. In general, it is important that your clothing and other appearance items

such as jewelry not be markedly different in quality or level of sophistication from the

same items worn by the person with whom you are communicating.

2. Consider the way you have prioritized the image dimensions of credibility, likability,interpersonal attractiveness, and dominance. If the credibility dimension of competence or

authoritativeness is of major concern to you, you should wear dark-colored, conservative

clothing. If likability is most important, you may wish to sacrifice some perceived

competence by choosing to wear the lighter-colored clothing that is known to enhance

perceptions of likability and friendliness.

3. Your body type should exert a major influence on your choice of clothing and other

appearance items. If you are a large and tall person, you could intimidate individuals with

whom you interact, due to your size. In order to be seen as less overpowering and more

approachable, you would be well-advised to choose softer, lighter shades of blue, gray, or

beige. Conversely, you might wish to wear darker-colored clothing in order to seem more

powerful and authoritative if you are a short and thin person.4. Color choice strongly affects the overall impression we make on others. More

specifically, color choice has been shown to affect how professional other persons judge us

to be. Outer garments tend to be seen as a reliable indicator of our status, whereas our

accent items are used to make judgments about our personality traits. The color of our

main items of clothing-for example, our suits-strongly affects judgments as to whether our

clothing is sufficiently conservative for a given occasion: the color of our accent items-for

example; ties and scarves-communicates information about our personality.

5. You should be sure that your clothing and other appearance items are sufficiently formal

and conservative for your first meeting with another individual. In many business and

social situations, a first meeting with another person or group requires that you have

maximum credibility. Your appearance is one of the most important determinants of the

first impression you will make and you should recognize that although you can "dress

down" when you meet a person for a second time in a business context, you cannot

credibly "dress up."6. You should avoid wearing glasses with heavily tinted or photosensitive lenses. Not only

do such items limit the number of people who can identify with you, but also the eye-

behavior stereotype dictates that people want to be able to see your eyes. If you are to be

trusted, persons with whom you interact must be able to see your eyes.

7. Avoid designer clothing or accessories.

8. Avoid clothing choices which communicate inconsistent messages and, consequently,

damage personal credibility for example; a high-power suit with a low-power pair of shoes.

9. You should not wear any item (class ring. lapel pin, religious symbol. etc.) that serves to

highlight your affiliation with a given civic, political, or religious organization. Such

personalized accessories may, on occasion, be used to establish common ground with a

person of similar background. However, they are more apt to trigger an emotional reaction

that will make it more difficult for you to establish common ground with a person who

notices that you have chosen to personalize your appearance in such a manner.10. You should recognize that you will lose authority in the eyes of members of many

professional groups if the length of your hair exceeds the norm for such groups. For males

in particular, excessive facial hair is sometimes viewed as either expressing an

unwillingness to conform to conventional societal standards or expressing a preoccupationwith a machismo image.

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Vocal Guidelines

Desirable Vocal Cues1. Strive for a conversational speaking style of 125 to 150 words per minute. If you are

engaging in persuasive communication, then a moderately fast rate has been shown to be

effective. Individuals who use a conversational speaking style are viewed as more

pleasant, likable, and friendly than those who do not.

2. Emphasize the most important points you are making with appropriate changes involume and pitch; the monotone voice has been found to be very damaging to credibility.3. The voice that is judged most credible is fluent, low-pitched, varied, moderately paced,

and general American in dialect and accent.4. Individuals with a narrow pitch range are viewed as unassertive, uninteresting, and

lacking in confidence.5. Speaking with appropriate variation in rate and pitch will make you appear more

dynamic, animated, and extroverted.

6. Faulty or sloppy articulation and improper pronunciation are apt to have a highly

negative impact on your perceived competence.

7. Inconsistent messages have a particularly damaging impact on the first impression you

make. If you tell someone that you like them or their ideas, be sure to use your voice toreinforce the point you are making so that it sounds believable.

8. Deliberate pauses before the most important points you are making will make you seem

more competent and will increase the likelihood that the point you are making will be

remembered.

Undesirable Vocal Cues1. To make a favorable first impression, try to eliminate nonfluencies such as "ah,"

incomplete words, and incomplete sentences. The non fluent individual is usually

perceived as under confident, anxious, and less competent.

2. Avoid lengthy pauses before responding to a question, because such pauses raise

questions about your competence and make you seem indecisive.

3. The excessively loud voice is associated with unseemly aggressiveness.4. Seek to eliminate or minimize flatness, nasality, and tenseness in your voice. Those

vocal qualities reinforce perceptions that an individual is nondynamic, uninteresting, and

withdrawn.5. Do not speak at a rate of over 200 words a minute, because an accelerated speaking rate

is associated with an unacceptable level of anxiety.

6. Avoid interruptions, because they help to create the impression that you are socially

insensitive.

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Guidelines for Developing Your Nonverbal Credibility

Eye Behavior - Eye behaviors represent particularly important cues that are used to

make judgments about individuals’ credibility. A well-developed cultural stereotype for

Americans specifies eye behaviors that will raise and lower a communicator's credibility.

Positive Eye Behaviors: Sustained eye contact while talking to others; sustained eye

contact while others talk to you; and the maintenance of direct but not continuous eye

contact with the individual(s) with whom you are communicating.

Negative Eye Behaviors: Looking down before responding to a question; exhibiting shiftyeyes, looking away from the person with whom you are communicating; keeping your

eyes down-cast; excessive blinking; and eye-flutter.

Gestures Positive Gestures: Gestures should be used to add emphasis to the points you are making;

gestures should appear spontaneous, unrehearsed, and relaxed; gestures should be used to

signal whether you wish to continue talking or wish another individual to begin talking;

hands and elbows should be kept away from the body; and gestures should be used to

communicate the; intensity of your feelings and emotions.

Negative Gestures: Gestures that suggest a communicator lacks confidence, is defensive,

or is nervous should be avoided. Hand-to-face gestures, throat-clearing, fidgeting, tugging

at clothing, visible perspiration on face or body, lip-licking, hand-wringing, finger-tapping,extraneous head movements, out-of-context smiling and grimacing, and weak and tentative

gestures should be avoided, as they are apt to undermine a communicator's credibility.

Postures - Posture is particularly important in communicating an individual's status or

power; how responsive the communicator is; and how strongly a communicator desires to

establish a warm rapport with interaction partners.

Positive Postures: Communicators who wish to be perceived as powerful will spread their

arms expansively in front of them, will assume an open and relaxed posture, and will walk

confidently. Responsiveness is communicated by frequent and forceful postural shifts

while communicating. Rapport is established in part by leaning forward and smiling (when

appropriate) as you begin to answer a question. Negative Postures: Communicators should avoid constricted postures that suggest that

they are timid or lack assertiveness. Bodily rigidity, crossed arms and legs, arms and legs

kept close to the body, and overall bodily tension are apt to impair a communicator's

credibility.

Voice - Communicators' vocal cues frequently play a major role in shaping their

credibility. The personality characteristics communicators are presumed to have are often

determined by the sound of their voices. Vocal qualities shape impressions about

credibility, status, and power. Positive Vocal Cues: A communicator should strive for a conversational speaking style

while recognizing that a moderately fast rate will enhance perceived competence.

Appropriate variation in pitch, rate, and volume is particularly important in projecting theimage of a confident, competent, and dynamic person. Monotone delivery should be

avoided. Sufficient volume has been found to be important for individuals who wish to be

perceived as competent and dynamic.

Negative Vocal Cues: Communicators should avoid speaking in such a way that their

voices sound flat, tense, or nasal. Nasality is a particularly undesirable vocal quality.

Communicators should also avoid speaking at an excessive rate and should not use

frequent, lengthy pauses, which suggest lack of confidence and sometimes a lack of

competence. The following nonfluencies have been shown to have a markedly negative

impact on credibility: "ahs," repeating words, interruptions or pauses in mid-sentence,

omitting parts of words, and stuttering. Persons who wish to enhance their credibility

should strive to eliminate the use of such nonfluencies.

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Nonverbal Cue EvaluationCommunicator Evaluator .

Please monitor the communicator's nonverbal cues very carefully to determine which cues

had a positive and negative impact on credibility. The communicators should use these

evaluations to make the adjustments in persuasive communication that are necessary to

develop personal credibility.

During the sales presentation, did the salesperson:

Eye Behaviors Yes No(+)1. Sustain eye contact with customer? ____ ____

(+)2. Look directly at the customer? ____ ____

(- )3. Look down or away before making a point? ____ ____

(- )4. Exhibit shifty eyes? ____ ____

(- )5. Blink excessively? ____ ____ Gestures

(+)1. Use hand and head gestures to emphasize points? ____ ____

(+)2. Use gestures to signal a desire to continue talking? ____ ____

(+)3. Keep hands and elbows out and away from the body? ____ ____

(+)4. Avoid using distracting hand-to-face gestures? ____ ____

(- )5. Exhibit any weak and tentative gestures? ____ ____ (- )6. Clear throat? ____ ____

(- )7. Smile out of context? ____ ____

(- )8. Fidget? ____

____

(- )9. Put hand in pockets or on objects in the room? ____ ____ Posture

(+)1. Assume an open and relaxed posture? ____ ____

(+)2. Use postural shifts to indicate interest? ____ ____

(+)3. Lean forward while making a point? ____ ____

(+)4. Face the customer directly? ____ ____

(- )5. Exhibit bodily tension? ____ ____ (- )6. Appear rigid? ____ ____

(- )7. Communicate with crossed arms and/or legs? ____ ____

Vocal Cues

(+)1. Use a conversational speaking style? ____ ____

(+)2. Emphasize important points with change in pitch and volume? ____ ____

(+)3. Communicate with sufficient volume? ____ ____

(+)4. Speak at an appropriate rate? ____ ____

(- )5. Speak with a limited pitch rate? ____ ____

(- )6. Sound flat, tense, or nasal? ____ ____

(- )7. Pause at length before answering questions? ____ ____

(- )8. Use nonfluencies such as "ah" and word repetitions? ____ ____

(- )9. Interrupt the customer? ____ ____

Write an evaluation of the persuasive communication. Begin by reviewing the assessments

you have made on page 1. Then identify each of the communicative cues that you felt had

a positive or negative impact on credibility. Be sure to identify points not covered on the

evaluation sheet.

Desirable Aspects of Communication:

Undesirable Aspects of Communication:

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Suggestions for Improvement:

Presented by:Mohd SharimM-Pharm part-Ι Roll no: 040607009

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Department of Pharmacy

Management M.C.O.P.S

Manipal

SHARIM MD

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