effective non verbal communication in the business communication

© SUGIHARTO, SH.MM GICI Business School

Presented by Sugiharto, SH. MM

Effective Non Verbal

Communication Development


Silent Behaviors

Environment

Artifacts

Vocal Intonation

Messages expressed by

non-linguistic means

a powerful mode of

communication


Is it possible to

communicate

without words?

Studies show that over half of

your message is carried

through non-verbal elements:

The Appearance

Body Language

The tone and the pace

of your voice

Expression

Gestures

Posture


All Behavior has

Communicative Value Because we “cannot not communicate”

May be intentional, but is often unconscious

Although we’re always sending messages

through our non-verbal, these messages aren’t

always received

We especially pay attention to non-verbal when

they contradict verbal communication


Nonverbal Communication

is Primarily Relational Responsiveness

Positive or negative feelings about others

People in lower-power positions tend to be better at

reading non-verbal.

Power

For identity management. In defining our

relationships (e.g., level of intimacy). For

expressing emotions we don’t want to express,

can’t express, or don’t know we’re feeling.


Non-verbal

Communication

is Ambiguous

The same nonverbal can have multiple

meanings

SMILE – can have multiple meanings

that different cultures have different

rules about non-verbal.


Non-verbal

Communication

reflects Cultural Values

Different country will have different

customs of non-verbal

communication


The Interplay Between

Verbal and Nonverbal

Communication

Repeating

Your non-verbal simply repeat what you’ve said

Substituting

Your non-verbal replace language (e.g., nodding)

Complementing & Accenting

Your non-verbal add depth and meaning to your

language

Regulating

Your non-verbal help regulate the conversation

Contradicting

You say one thing, but your non-verbal say

another


First Impressions Make the Difference

First impressions provide vital

signals to clients and prospects.

In the world of marketing

services, visual signals are

shortcuts that influence buying

decisions about your service or

firm.

First impressions happen every time we initiate the communication Before someone processes our verbal messages :

First impression has taken in our appearance

Registered our enthusiasm and sincerity

Noted our tone of voice and processed all into

nonverbal message


Non Verbal Communication

If this message reinforce the content of verbal

one, it means we send a powerful message

If the two messages do not match, they may

cancel each other and that means no

messages delivered.

Nonverbal communication part of this training is for learning how to create a

powerful non-verbal message that will support your verbal content


Non Verbal Communication

DECEPTION

Non-verbal are under less conscious

control, so deception is more likely to

be revealed through our non-verbal

High self-monitors and people who have

lots of practice in deception are most

successful at it

“Deceivers” tend to make more speech

errors, to hesitate, to have higher vocal

pitch, to fidget, blink their eyes more,

and shift their posture more


Different Types

of Non-verbal

Communication Presented by Ugik Sugiharto, SH. MM


D i f f e r e n t T y p e s o f N o n - v e r b a l C o m m u n i c a t i o n

Can communicate contentment,

awkwardness, anger, respect,

thoughtfulness, empathy. Can also

be disconfirming

Silence



Space / Proxemics

Intimate distance

Personal distance

Social distance

Public distance

Barrier behaviors and territory



Time / Chronemics

Our use of time reflects:

Power / status

Cultural norms

Expectations

Interpersonal

priorities


We tend to notice obvious things first

(gender, race), then note attractiveness

Physically attractive people

generally are perceived better

Importance placed on physical

appearance can be very damaging

It’s what we do with it

that’s most important


Physical Appearance


Communicate economic level

Moral character

Level of success

Educational background

Social background

Social position

trustworthiness

Educational level


Artifacts

Level of sophistication

Masculinity / feminist

Include clothing, jewelry,

personal belongings,

accessories, etc.

Economic background

All are Important part of

first impressions



Environment

Communicates something about you

We surround ourselves with things that are

important/meaningful to us.

Use artifacts to define our territory.

Can influence interactions

How people use an environment

communicates something about them


Effective Non Verbal

Communication Development

in Business Communication

PROJECTING POWERFUL

IMAGE Presented by Sugiharto, SH. MM


How would like the sound ?

How would like to look ?

How did you look and sound ?

Projecting an image that is consistent with the person you want to

be significantly improves your ability to develop trust & rapport

PROJECTING POWERFUL

IMAGE


PROJECTING POWERFUL

IMAGE Image can be critical to your success

It is definitely a key element

of communication

It is irrational but people mostly

judge the book by the cover.

They expect a totally different

image from an executive and a

rock musician

Business world expect neat,

clean, energetic look which

reflects that he / she is

ready to work


PROJECTING POWERFUL

IMAGE

Total Image

consist of:

The first impressions you project

The depth of your knowledge

The breadth of your knowledge

Your enthusiasm


PROJECTING POWERFUL

IMAGE

The first impressions you project

Eye Contact

Voices

Dress & grooming

Handshake

Body posture

Monotone and weak voice, poor

vocabulary. Cold, limp handshake,

Lower quality, with inappropriate

colors, messy dressing style, dirty

shoes, Seldom eye-contact, Poor

posture, bad hygiene

Creates a barrier


PROJECTING POWERFUL

IMAGE The first impressions you project

Positive first

impression make

communications much

easier and more

comfortable

Negative first

impressions can cut

off a relationship

before it gets started

Many people give up rather than trying to reverse

the other people’s negative impression


How well you know

your subject

Depth of Knowledge

PROJECTING POWERFUL

IMAGE

in the area of expertise

Does the depth of your

knowledge project

credibility and command

respect from your

employees or do they say

“I could do her job as well

as she can”

As a part of

your image

Learn your job

Learn the company

Learn the industry

The firm’s policy

Learn the personnel


Research has shown that the

more people have in common,

the better they like each other

PROJECTING POWERFUL

IMAGE

The Breadth of Your Knowledge

This area deals with your ability to

converse with others in fields of

outside area of expertise.

The latest development in world events

Popular books and movies

Different areas of interest

The latest popular technologies

The latest trending topics

By increasing the breadth of

your knowledge, you will be able

to develop rapport with others.

For increasing breadth of your

knowledge it is recommended:

to spend the non-productive

time as mind feeding and

interacting with others


PROJECTING POWERFUL

IMAGE

Enthusiasm

Most people like to work with others who

are enthusiastic about their work

Enthusiastic people seem to work harder, longer and

more accurately than those who are not enthusiastic

Enthusiasm is a

projected behavior

to others and make

the others

enthusiastic


PROJECTING POWERFUL

IMAGE

The response you receive

from the world around you

is a measure of your

success in interpersonal

relations

Every word, gesture,

expression an impression is

being seen and evaluated

From the beginning to the end of every transaction

with another person, you are on the stage


MANAGER

SUPERVISOR A SUPERVISOR B SUPERVISOR C

ASSISTANT A WORKER B1

WORKER C2

WORKER C1

WORKER C4

WORKER C3

WORKER B2

WORKER B3

WORKER A1

WORKER A2

WORKER A3

Vertical communication

Horizontal communication

Network communication

Business Communication by Krizan, Merrier, Logan and

Williams, 7th edition © 2008, Thomson, South Western


Vertical communication

as the “chain of

command.”

Messages flow

upward or

downward along a

path referred to

Reports

Proposal

Policy

Statements

Plans

Directives

Instructions


message flow occurs

between workers or units of

comparable status who need to

share data or coordinate

efforts.

Horizontal communication

Network communication

information flows freely among

those who have a link that goes

beyond the participants’ role or

unit within the organization

Regardless of the direction in which it flows,

communication may have a formal, an informal,

or a serial pattern.

In this section, formal and informal refer to the

nature of a communication, not the writing or

speaking style used to convey a message.


THANK YOU FOR LISTENING

2nd Meeting

Effective Non-Verbal Communication

Business Communication

Presented by

Sugiharto, SH. MM STIE GICI Business School

October 2013

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© MCX 2013