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Nonverbal Communication
The document explores kinesics, the study of body language and its historical roots, emphasizing its importance in communication and first impressions. It discusses various nonverbal cues, like head nods and eye movements, and how they can indicate interest, honesty, or discomfort. Additionally, it highlights the significance of understanding body language in influencing conversations and achieving positive outcomes in customer interactions.
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Nonverbal Communication
- 1. NONVERBAL COMMUNICATION KINESICS the study ofbody movements involved in communication
- 2. HISTORY • The firstknown experts to consider aspects of body language were the ancient Greeks, notably Hippocrates and Aristotle • In 1872 Charles Darwin could be regarded as the earliest expert to have made serious scientific observations about body language • In 1950 Dr. Ray Birdwhistell established the modern concept of Kinesics • Only as of 1971 has Kinesics become a field of academic study, with only a handful of experts available in the world today
- 3. WHAT IT MEANSTO OUR CUSTOMERS You never get a second chance to make a first impression • The first impressions dominates over other contexts in conversations and never entirely fades away • First impressions are made in the first 1 - 7 seconds of meeting someone • Be aware of your body language and what its saying
- 4. WHAT IT MEANSTO YOU • No body movement in itself has a precise meaning, but as part of a group they can shed light on the subconscious and inner thoughts of an individual. • No single motion ever stands alone and is always part of a group. So by seeing the group and knowing the meanings one can reveal the underlying truth in almost any situation.
- 5. NONVERBAL COMMUNICATION • 7-38-55rule is not true! • BUT non-verbal clues are very important and do have a great affect in communication Notes: 7% is the words we say, 38% is the way we say it (tone), and 55% is body language The "7%-38%-55%" rule is based on two studies reported in the 1967 papers from Albert Mehrabian that were merged and misinterpreted.
- 6. ABILITY TO READBODY LANGUAGE • Allows you to ask smarter questions • Direct a conversations, influence responses • Be aware of sensitive topics • Predicting when you might risk breaking trust Notes: The US Government spends millions of dollars every year analyzing body language of dignitaries.
- 7.
- 8. HEAD When in aconversation and they nod three or more times in agreement to what is being said and they have interest, if they nod only once you are starting to loose their interest.
- 9. HEAD Yes/No – thesubtle movements of the head no when saying yes means no Charlie Gibson Interviews Sarah Palin
- 10. SMILE The smile isin the eyes (squinting of the eye is genuine smile) A true smile is also momentary and not pasted on for extended moments of time
- 11. EYES • A brieftouch of the eyes during a conversation is a clue that the person has a negative perception of what is being said. • A slowed eye blink shows a negative emotion or displeasure to what is being discussed (normal is 6-8 eye blinks per minute) • The pulps will dilate when they hear something they like and restrict when it’s something they don’t like.
- 12. EARS Scratching the earsshows loss of interest in what you are saying.
- 13. NOSE Rubbing the nosecould mean that their telling a lie or upset with you or what you are saying
- 14. MOUTH If they runtheir tong over their teeth it is a sign of aggression or upset Touching the mouth with hand or finger while talking indicates there is something they wish not say Pursed lips might be an indicator of disapproval or distrust
- 15. NECK • Touching thefront of the neck may indicate concern about what the person is saying. This may because they are lying or uncomfortable with what they are saying • Scratching the neck is a signal of doubt or uncertainty
- 16. HANDS • If theyare talking and gesturing with their palms up they are open to new ideas. If gesturing with palms down they have a strong opposition and may not be so flexible. • Stashing the hands in the lap, pockets, or holding them behind their back are movements of deceit, the person may be telling you one thing, but you’re probably not getting the whole story.
- 17. ARMS Be aware whentheir arms are crossed and loose, the receptiveness to what is being said goes down by 40% Uncrossing your arms will also increase your memory retention by 38% Notes: If the arm are crossed and loose and the head is tilted back a touch the recipient has lost interest in the pitch
- 18. BODY People lean forwardwhen they hear something they like and away in conversations on things they don’t like.
- 19. CHEST • If theypuff up their chest they are animate about what they are saying or interested in what you’re saying • If they slouch or lower their shoulders you’re loosing their interest in what’s being said
- 20. SKIN Their skin willget flush when speaking if they are trying to mislead you
- 21. LEGS When standing andthey shift their weight to one leg they are losing interest. If siting and the legs are crossed at the knees the person is reserved, nervous, or defensive (look for other body positioning for clarity) If crossed at the knee and ankle then the listener is preparing to be argumentative or competitive
- 22. ANKELS • When sittingif their ankles crossed they are hesitant. • When sitting with their feet up under the chair they are not going to be very concessive. • The person with their feet out in front of their chair is going to be a leader within the group
- 23. FEET • When standingand their feet are pointing at you they are interested in what you are saying. • When standing with one foot behind or off to the side with their toes pointing outward they are not really interested in what you are saying.
- 24. RANDOM MOVEMENTS • Ifmovements are led by the right side of the body what is being said is true. If lead by the left side it’s false. • Restrained hand gestures during a conversation depict someone starting to mislead you.
- 25. THE HAND SHAKE Whengoing to shake hands, if fingers are apart they are uncomfortable in the situation, if hand is cupped they could be untrustworthy. The ideal handshake is strait hand and fingers closed (with eye contact).
- 26. THE HAND SHAKE •When shaking hands step forward with your left foot, this enables you to counter power handshakes with a supportive move
- 27. How To AchievePositive Results • If you can get the customer to be in a power posture for two minutes their potential to purchase from you will go up 20% Notes: True nonverbal communication is achieved when you hear with your ears, look with your eyes, and listen with your gut.
Editor's Notes
- #3 Charles Darwin - “The Expression of the Emotions in Man and Animals” written in 1872 Experts (25): Julius Fast, D Hartland, C Tosh, P Ekman, E R Sorenson, W V Friesen, Tinbergen, N Watchtel, P L Schlefen, A E Ortega, Y Gasset, J Carpenter, C R Cherry, C Dittman, Parloff Frank, Boomer Frank, L K Goffman, E Kinzell, A F Mehrabian, Wiener Nielsen, G Lorenz, K Mahl, Judi James, E Kuhnke, C Boyes
- #24 In many Asian and Arab cultures pointing the foot or feet at anyone is insulting/rude
- #26 in Japan do not offer a handshake, instead bow shallowly