Mastering Non-Verbal Communication in Business

1. Communications for Business Lecture 11: Non-Verbal Communication

2. Learning Objectives • Understand the general principles of non-verbal communication • Understand the principles of body language • Understand the principles of Neuro-Lingustic Programming

3. Introduction • Did you know … • When we communicate with somebody else, about 20% of the “message” is verbal • The remaining 80% of the message is visual “signals” we send out • These can be intentional – or unintentional!

4. Importance of Non-Verbal Communication Skills • Can strengthen or weaken a verbal message • Can reveal the truth by possibly detecting when somebody is lying • Can convey information efficiently (through nuances and expressions)

5. Using Non-Verbal Communication Effectively • Paying attention to non-verbal clues will make you a better speaker and listener • Ensure your non-verbal signals match the tone and content of your spoken communication

6. Body Language – 1 • Body language works both ways. Thus: • Your body language reveals your feelings and meanings to others; and, • Other people's body language reveals their feelings and meanings to you • Remember - sending and receiving body language signals happens both on conscious and unconscious levels

7. Body Language – 2 • Use of body language is very powerful • Successful people know how to exploit this well • Body language is especially important when we meet somebody for the first time • Their body language, on both conscious and unconscious levels, largely determines our initial impression of them; and, • They form their initial impression of us largely from our body language and non-verbal signals • Video clip: http://www.youtube.com/watch?v=P4kyEyqPbYc&feature=related

8. Body Language – 3 • Facial expression – can convey interest, or lack of it • Gesture and posture – can give clues such as confident or nervous, friendly or hostile • Vocal characteristics – can carry both intentional and unintentional messages

9. Body Language – 4 • Personal appearance – can influence perceptions • Touch – can convey warmth or reassurance, but when in doubt, do not! • Time and space – can be used to assert authority

10. Body Language – 5 • Being able to 'read' body language is important: • To know how people feel and what they mean • To understand how people perceive our own non-verbal signals • To understand ourselves better

11. Body Language – 6 • These emotional facial expressions are recognised worldwide: • Happiness • Sadness • Fear • Disgust • Surprise • Anger • Which one of them is this?

12. Body Language – 7 • Body language is not universal • Different cultures use body language in different ways • When communicating with someone from a different culture it is useful to understand their “signs” so you can interpret them appropriately

13. Class Activity • Work in groups of about 5 • Why do you think use of body language is particularly important when meeting someone for the first time? • 10 minutes • Feedback to the class • 5 minutes

14. Neuro-Linguistic Programming • Neuro-Linguistic Programming (NLP) is a set of techniques for behavioural modification • Based on 4 operational principles: • Know what you want to achieve • Understand whether you are moving towards or away from your outcome • Be flexible in your behaviour until you achieve your desired outcome • Take action now • NLP requires us to have specific outcomes and not just “wander randomly” through life

15. Principle 1 - Achieving Outcomes • Fundamentally important to know what you want to achieve • NLP is about moving towards things you want – this is not the same as moving away from things you do not want! • State your desired outcome in positive terms

16. Principle 2 – Sensory Awareness • Once you know what you want to achieve – you need to have “perception” to know whether you are moving towards or away from it • You need to learn how to “read” people • Understand the effect you are having on the other person • Know how to stop when the other person is in the state you desire

17. Principle 3 – Changing Behaviour • If what you are doing is not working, vary your behaviour until you get what you want. Thus … • If what you are doing is leading towards your outcome, then you should continue • If, on the other hand, what you are doing is leading away from your goals, then you should do something else

18. Principle 4 – Time For Action • NLP is about taking action now to change behaviour for yourself and for others, now and in the future • So, 'Don't delay; act today.'

19. NLP Presuppositions – 1 1. The meaning of a communication is the response you get 2. The map is not the territory 3. Language is a secondary representation of experience 4. Mind and body are parts of the same system and affect each other 5. The element or person in the system with the widest range of behaviours or variability of choice will control the system Source: http://www.businessballs.com/nlpneuro-linguisticprogramming.htm

20. NLP Presuppositions – 2 6. Behaviour is geared towards adaptation 7. Present behaviour represents the very best choice available to a person 8. Behaviour is to be evaluated and appreciated or changed as appropriate in the context presented 9. People have all the resources they need to make the changes they want Source: http://www.businessballs.com/nlpneuro-linguisticprogramming.htm

21. NLP Presuppositions – 3 10. ‘Possible in the world' or 'possible for me' is only a matter of how 11. The highest quality information about other people is behavioural 12. It is useful to make a distinction between behaviour and self 13. There is no such thing as failure; there is only feedback Source: http://www.businessballs.com/nlpneuro-linguisticprogramming.htm

22. Class Activity • Work in groups of about 5 • In what ways do you think NLP might help you in achieving your desired outcomes in life? • 10 minutes • Feedback to the class • 5 minutes

23. Conclusions • Non-verbal communication carries more of the “message” than verbal communication • Body language is important – learn how to use it to your advantage, but remember different cultures use different “signs” • Neuro-Linguistic Programming is a set of techniques that you can use to help you achieve your desired outcomes in life

24. References • Payne & Whittaker “Developing Essential Study Skills”, 2nd Edition, FT Prentice Hall, ISBN: 978-1405840873 • Cottrell “The Study Skills Handbook”, 3rd Edition, Pallgrave Macmillan, ISBN: 978-0230573055 • Price & Maier “Effective Study Skills: Essential Skills for Academic and Career Success”, Prentice Hall, ISBN: 978-1405840736 • Cameron “The Business Students Handbook: Skills for Study and Employment”, 5th Edition, FT Prentice Hall, ISBN: 978-0273730712

25. Lecture 11 – Non-Verbal Communication Any Questions?