Non-verbal Communication

Ferdinand C. Importado CPA, MBA

NON-VERBAL COMMUNICATIONA communication behavior that is expressed in any other means besides “words”.

Verbal messages

35%

Non-verbal cues

65%

Mehrabian (1971), Knapp and Birdwhistell (1972)

Importance of Non-Verbal Communication

It makes messages more meaningful.

It helps you get attention from audiences.

People would tend to remember more.

Punctuates the talk.

It lessens tension in the nerves.

Aspects of non-verbal communication

Body language

Clothing and appearance

Voice

Space and distance

Color

Touch

Eye-to-eye contact for face-to-face conversation

75%Eye-to-eye contact during public speaking

50%

Marsh (1988)

ZONE A

ZONE B

ZONE ADominant areaArroganceLooking down at a person

ZONE BIntimate zoneRomanticIntimate intention

Effective use of the eyes

Know your material.

Establish a visual bond.

Monitor visual feedback.

Distribute eye contact in different areas.

Avoid eye-surfing.

Avoid gazing at below eye level.

In India, do not stare at the impoverished population because is it considered a

way to humiliate

In Zimbabwe, do not maintain eye contact

because it is considered rude.

Facial gesture

Is a tool to communicate the message and feelings

through the eyes, eyebrows, mouth, facial wrinkling, cheeks, neck, nose, and

teeth.

Happiness Sadness Fear

Surprise

Anger Disgust

Effective facial expressions

Be yourself. Do not copy other’s style.

Do not overdo.

Practice in front of the mirror.

Create the six different moods.

Smile before you begin.

Do facial aerobics.

GESTURESMovements, not from one place to another, but of the limbs, body and head.

Descriptive Emphatic Suggestive Prompting

Describe, clarify, or enhance the message by using hands.

Underscore or suggest strong emotions on what is being said.

Concretize ideas and emotions.

Evoke desirable response.

Types of Gestures

Gesture Effectively

Control your distracting mannerisms.

Move naturally.

Match your gesture with messages.

Do not overdo.

Make your gestures well timed.

Gesture of Openness

Warm smileUnfolded armsUncrossed legsLeaning forwardOpen palm

Gesture of Aggressiveness

Clenched fistFurrowed eyebrowLeg over arm of chairSquintingFinger-pointingArm spread with hands grippedStare

Gesture of Dominance

Feet on deskPalms downPhysical elevationStrident loud voiceCrunching hand shake

Gesture of Defensiveness

Little eye contactTightly crossed arms and legsScratching below earlobes or sides of neckClenched handsPalm to back of the neckRigid bodyHead down

Gesture of Boredom

Blank stareDrooping eyesNo blinkingHead in handsLittle eye contactCrossed legsDoodlingRepetitive tapping

Gesture of Frustration

Running fingers into hairKicking the groundShort in and out of breathsWringing handsTightly closed lipsRubbing back of the neckTightly clenched hands

Gesture of Readiness

Alert and lively facial expressionCoat open, hands on hipsLeaning forwardClose proximitySitting on edge of chairNodding in agreementGood eye contact

Gesture of Confidence

Stretch legsPhysically elevatingGood stanceContinuous eye contactLeaning back hands behind the neckHead up and chin forward

Refers to the arrangement of the body and its limbs.

Confidence,Improves breathing,

Favorable impression,Projects voice effectively

How to improve posture

Strengthen abdominal muscles

Regularly check posture in the mirror

Do the arm-wave exercise

Do the walking with the books on the

head

Do not use thick pillows

Sit or stand against the wall

Do wear a suit.

Do wear simple and elegant attire.

Do wear a tie but avoid cartoon designs.

Do wear polished shoes and dark-colored socks.

Do wear a belt.

Do wear pants with crease.

Do make sure that hair is well polished.

Do get a close shave.

Do wear an attire one step higher than the audiences’.

Avoid denim pants.

Do not wear too much jewelry.

Do not proclaim political, religious or any association.

Do not use casual or novelty watch and accessories.

Do not wear heavy perfume.

Do wear leather shoes with 2 – 3 inches heels.

Use stockings in natural shade.

Make jewelry well coordinated.

Do sport a simple and attractive hairstyle.

Do make your nails clean and well trimmed.

Do wear subtle cosmetics.

Do not wear anything flamboyant.

Do not wear slacks.

Keep bangs off your face.

Hair with shoulder length, pony it.

Do not wear sandals or loafers.

Do not wear stockings with patterns.

Do not wear heavy perfume.Do not wear an anklet.

Paralinguistic Cues

RATE

VOLUME

PITCH

TONE

Interpretation of Vocal Cues

BREATHINESS young, artistic, feminine, pretty

THINNESS immature, sense of humor

FLATNESS masculine, sluggish, cold

NASALITY socially undesirable characteristics

TENSENESS old, mature, sophisticated, lazy, unemotional, sluggish

Interpretation of Vocal Cues

OROTUNDITY energetic, healthy, gregarious, lively, proud

INCREASED RATEanimated,extroverted

DECREASED RATEdynamic, feminine, aesthetic, extroverted

Proxemics

Intimate Personal Social Public

0 – 18 inches 18 inches – 4 feet

4 – 12 feet 12 feet – limit of sight