Regardless of the industry in which you work, there is likely some aspect of communication involved. This presentation provides an overview of nonverbal communication in the business environment. Learn more about Levelwing's Company Culture and Best Practices: http://ow.ly/hEn0A

1. NON-VERBAL BUSINESS
COMMUNICATION
February 2013

2. 2
AGENDA
- Importance of Non-Verbal
Communication
- Physical Aspects
- Audio Considerations
- Common Examples
- Active Listening
- Review

3. 3
IMPORTANCE
NON-VERBAL COMMUNIATION

4. 4
IMPORTANCE
- 75%+ of all communication is non-verbal
- Takes 2 people to communicate: one to express, other to perceive
- Actions speak louder than words

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PHYSICAL ASPECTS
NON-VERBAL COMMUNIATION

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PHYSICAL ASPECTS
1. ‘Personal Curbside Appeal’
2. Firm Handshake
3. Maintain Eye Contact
4. Watch Facial Expressions
5. Stand Up, Walk in Presentation
6. Natural Arm + Hand Movements
7. Maintain Appropriate Space
8. Upright Posture

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‘PERSONAL CURBSIDE APPEAL’
- Neat + tidy
- Dress like they look

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HANDSHAKE
- Firm, but easy grip
- Don’t let this happen to you:
- Limp hand
- Too tight
- Twisting wrist
- Practice!

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EYE CONTACT
- Direct eye contact
- Options when presenting
- (1) Scan audience
- (2) Focus on particular audience areas
- (3) Look at individuals, 4-5 sec

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FACIAL EXPRESSIONS
Anger Fear Disgust Surprise Happiness
- Lower - Round eyes - Wrinkled nose - Raised - Round eyes
eyebrow eyebrows
- Open mouth - Lowered - Smile, raised
- Stare eyelids - Wide eyes cheeks
intensely
- Open mouth

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MOVEMENT
- Eyes are drawn to movement
- Think: TV
- Don’t stand in one place

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ARM + HAND MOVEMENTS
- Be natural
- Crossed arms = closed off
- Avoid excessive gestures

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SPACE
- Typically dictated by culture
- Being too close could be viewed as aggressive
- Intimate: 0 – 18 inches
- Personal: 18 inches – 4 feet
- Social: 4 feel – 12 feet
- Public: 12 feet+

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POSTURE
- Openness, confidence:
- Open hands
- Leaning forward
- Standing straight
- Indifference, closed off:
- Legs crossed
- Yawning
- Fidgeting

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AUDIO CONSIDERATIONS
NON-VERBAL COMMUNIATION

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AUDIO CONSIDERATIONS
1. Projection = Confidence
2. Maintain Tone, Limit Extraneous Sounds
3. Speak Slowly

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VOLUME
- Projection = confidence
- Adjust volume accordingly

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TONES + SOUNDS
- Showing frustration
- Sighing

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SPEED
- Slow down
- Faster speed typically signifies
nervousness
- Have room for pauses, silence

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COMMON EXAMPLES
NON-VERBAL COMMUNIATION

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DEFENSIVE
- Small gestures, close to the body
- Minimal facial expressions
- Physically turned away from speaker
- Crossed arms
- Little eye contact or downcast

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DISENGAGED
- Heads are down
- Glazed eyes or looking away
- Fidgeting
- Writing or doodling
- Slumped in chair

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REFLECTION
- Eyes look away and then recontact
when answering
- Hand to cheek
- Head tilted with eyes looking up

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LYING
- No eye contact or rapid eye movements
- Hand/fingers in front of mouth when speaking
- Physically turned away from speaker
- Increased breathing rate
- Complexion changes (red in face/neck)
- Sweating
- Voice changes i.e. pitch, stammering, throat clearing

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ACTIVE LISTENING
NON-VERBAL COMMUNIATION

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ACTIVE LISTENING
1. Pay Attention
2. Show That You’re Listening
3. Provide Feedback
4. Defer Judgment

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PAY ATTENTION
- Look at speaker
- Don’t mentally prepare rebuttal
- Pick up on speaker’s body
language

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SHOW THAT YOU’RE LISTENING
- Nod occasionally
- Verbal acknowledgements
- Smile
- Open posture

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PROVIDE FEEDBACK
- Questions for clarifications
- Summarize points back to speaker

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DEFER JUDGMENT
- Let speaker finish point
- Don’t interrupt with counter
arguments

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RECAP
NON-VERBAL COMMUNIATION

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NON-VERBAL COMMUNICATION BEST PRACTICES
Importance Audio Considerations
1. 75% of Communication is Non-Verbal 1. Projection = Confidence
2. Maintain Tone, Limit Extraneous Sounds
Physical Aspects 3. Speak Slowly
1. ‘Personal Curbside Appeal’
2. Firm Handshake Active Listening
3. Maintain Eye Contact 1. Pay Attention
4. Watch Facial Expressions 2. Show That You’re Listening
5. Stand Up, Walk in Presentation 3. Provide Feedback
6. Natural Arm + Hand Movements 4. Defer Judgment
7. Maintain Appropriate Space
8. Upright Posture

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REMEMBER: PRACTICES MAKES PERFECT!
- 10,000 hour rule

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SOURCES
- Active Listening – Hear What People are Really Saying:
http://www.mindtools.com/CommSkll/ActiveListening.htm
- Body Language – Understanding Non-Verbal Communication:
http://www.mindtools.com/pages/article/Body_Language.htm
- Nonverbal Communication:
http://www.slideshare.net/akashabsl/non-verbala
- Secrets of Nonverbal Communication:
http://www.forbes.com/2009/11/11/body-language-nonverbal-
leadership-careers-communication.html
- Techniques for Improving Your Nonverbal Communication Skills in the
Workplace:
http://smallbusiness.chron.com/techniques-improving-nonverbal-
communication-skills-workplace-21411.html

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LIKE WHAT YOU SEE? WANT TO SEE MORE?
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RECRUITMENT. We help companies utilize data to OPERATE WITH GREATER CLARITY +
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steve@levelwing.com
1 + 843.631.4587