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Business
Communication
Lecture # 3
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 Objectives of Nonverbal Communication

• Define the Term ‘nonverbal Communication.

• List and define the four types of nonverbal communication.
• Identify its importance to the total message.
• Distinguish four ways of grouping nonverbal
communication.
• Identify seven aspects of nonverbal behavior.
• Highlight the role of nonverbal behavior in the
communication process.
• Confirm with the sender of a message the meaning of their
nonverbal behavior communication.
• Interpret and use your own nonverbal communication
appropriately.
• Use nonverbal communication. 2
Nonverbal Communication
"I am the most spontaneous speaker
in the world because every word,
every gesture, and every retort has
been carefully rehearsed."

George Bernard Shaw

Resource: Internet
Link: http://presentation-skills.blog.co.uk/2010/07/18/plans-8995315/
http://www.all-famous-quotes.com/George_Bernard_Shaw_quotes.html
Presentation Outline
• What is nonverbal communication?
• Difference between verbal & nonverbal communication.
• Importance & Power of nonverbal communication.
• Types of nonverbal communication.
• Forms of nonverbal communication.
• Nonverbal Communication Around the World.
• Nonverbal communication must be understandable.
 What is nonverbal communication?

Nonverbal Communication = Communication without words

Nonverbal communication is a process of communication through
sending and receiving wordless messages.
Verbal and nonverbal communication are
interconnected and they operate together in
communication. We use our voice in verbal
communication and we use body signs in non-
verbal communication.
 Importance of Nonverbal Communication

“The most important thing

in communication is to hear
what isn't being said.”

Peter F. Drucker, Authors of

“Effective Exectuives”
 Eye Contact

Eye contact, a key characteristic

of nonverbal communication,
expresses much without using a
single word. In American
culture, maintaining eye contact
shows respect and indicates
interest.
Eye contact also establish the
nature of a relationship.
 Facial Expressions

Facial expressions are the key

characteristics of nonverbal
communication. Your facial
expression can communicate
happiness, sadness, anger or
fear.
Posture
Posture and how you carry your
self tells a lot about you. How
you walk, sit, stand or hold your
head not only indicates your
current mood, but also your
personality in general.
For example, if you cross your arms
while standing, you indicate that you
may be closed off and defensive.
Meanwhile, walking with your head
down and avoiding eye contact with
others may indicate shyness.
Haptic or Touch
Haptic communication is
communicating by touch.
Touch or Haptics is the
characteristic of nonverbal
communication and used when
we come into physical contact
with other people.
For example: We use handshakes to
gain trust and introduce ourselves.
 Gestures
A gesture is a characteristic
of nonverbal communication
in which visible body actions
communicate particular
message.
Gestures include movement
of the hands, face, or other
parts of the body.
 Power of nonverbal communication

Nonverbal
communication is the
most powerful form of
communication. More
than voice or even
words, nonverbal
communication helps to
create your image in
others mind and even
you can express your
emotions and feelings in
front of others, which
you are unable to express
in words.
Let see some most common gestures
 Personal space
Personal space is your
"bubble" - the space you
place between yourself and
others. This invisible
boundary becomes apparent
only when someone bumps
or tries to enter your bubble.
 Nonverbal Communication Around the World

Nonverbal
Communication in
Pakistan

Expressing
happiness,
respect and love
for others.

Cultural effect
 Nonverbal Communication Around the World

Nonverbal Communication in
China
The Chinese don't like being touched by
strangers. Therefore don’t make any body
contact.

Cultural effect
 Nonverbal Communication Around the World

Nonverbal Communication in
Argentina

A handshake and nod show

respect when greeting someone.

Cultural effect
 Nonverbal Communication Around the World

Nonverbal Communication in
India
Greeting with 'namaste' - placing
both hands together with a slight
bow is a very common nonverbal
communication and shows respect.

Cultural effect
 Nonverbal Communication Around the World

Nonverbal
Communication in the
U.S.A
Quite Informal way of
nonverbal communication
- A handshake, a smile,
and 'hello'.

Cultural effect
 Nonverbal Communication must be understandable
But what the……..is this?

Chicken Dance…… 
Dance is an artistic form of
nonverbal communication. But no
one really knows what England’s
creepy chicken dance is trying to
communicate.

I just understand that they are

happy.
 Four types of nonverbal messages

1. Personal (to the individual)

2. common to a group of people or culture
3. universal (to humankind)
4. unrelated to the message (random)

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 Unique to a Person
Nonverbal communication involves kinds of nonverbal behavior
that are unique to a person. The meaning is also unique to the
person sending the message.

Cultural nonverbal communication, by contrast, is

characteristics of, or common to, a group of people.

Universal nonverbal communication is behavior that is common to

humankind.

Unrelated nonverbal communication, such as a sneeze, is unrelated

to the verbal message.

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 Form of nonverbal communication

Proxemics
Haptics
Chronemics
Kinesics
Artifacts
Vocalic or Paralanguage
Environment
 PROXEMICS (distance)
Different cultures have different comfort levels
of distance
As children grow older and become less
dependent on parents they require more space
Men tend to take up more space than women

Example: When you go to the movies with

someone of the opposite sex who usually gets
the armrest?
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 PROXEMICS (distance)

Hall, Edward T. (October 1963). "A System for the Notation of Proxemic 32
Behavior". American Anthropologist 65 (5): 1003–1026
 HAPTICS (touch)
The power of touch:
A (1997) study found that strangers that were touched
were more likely to return change left in a phone
booth(Klienke)

A (1992) study found that food servers who used

touch received larger tips (Hornick)

Library study (1976) found that students who were

slightly touched by clerk while checking out library
books evaluated the library much more favorably
than those who were not touched. 33
HAPTICS (touch)

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HAPTICS (touch)

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 Chronemics (Time)
How is time used to communicate?
What does it mean to you when someone is always
late?

A study conducted by Burgoon (1989) found that

people who arrive 15 minutes late are considered
dynamic, but much less competent, composed and
sociable than those that arrive on time.

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Chronemics (Time)

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 KINESICS (behavior)
Facial expressions
Eye contact
Body language
Gestures
Physical appearance

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Facial Expressions

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 Facial Expressions
• The face is capable of conveying 250,000
expressions (Birdwhistle, 1970)

• Smiling increases sociability, likeability, and

attraction(LaFrance & Hecht, 1995)

• Food servers who smile more often earn

increased tips (Heslin & Patterson, 1982)

• Studies conducted on students caught cheating

found that students who smiled were treated
with more leniency (LaFrance & Hecht, 1995) 40
 Eye contact
• Successful pan handlers establish eye
contact (Beebe, 1974)

• People are more likely to comply when

more eye contact is used

• Eye contact conveys a sense of sincerity

• Eye contact establishes a connection

between persons 41
Eye contact

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 Body language
Mirroring – building rapport with others by
mimicking their nonverbal cues
People like those who are similar or equal to
them
“Mirroring” body language facilitates
compliance
Many self-help books suggest mirroring
techniques to get people to like them
Example: The book Unlimited Power by,
Anthony Robbins 43
Body language

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Body language

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Body language

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 Gestures
• Gestures can be seen as subtle or
not so subtle cues
• We use gestures to take the place of
words, or help us to increase
understanding of what is being said

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Gestures

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Gestures

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 Physical Appearance
• More attractive people are judged to be
happier, more intelligent, friendlier,
stronger, and kinder and are thought to
have better personalities, better jobs,
and greater marital competence
(Knapp, 1992)
• Attractive people get more dates,
higher grades, higher tips, and lighter
court sentences than unattractive
people (Dunn, 2000) 50
 Physical Appearance
Example:
In a 1980 study 73 defendants who had
been rated on physical attractiveness went
to trial. Results showed that the more
attractive defendants received
significantly lighter sentences (Stewart).

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 ARTIFACTS (Dress, Belongings, etc.)
• Material objects as an extension of oneself
• Clothing has the power to influence
• Change left in a phone booth was returned to
well dressed people 77% of the time, poorly
dressed people only 38% of the time
• Several studies show that fancy suits,
uniforms and high-status clothing are related
to higher rates of compliance.
• The situation governs appropriate dress
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ARTIFACTS (Dress, Belongings, etc.)

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 Vocalic or Paralanguage
Use of voice to communicate includes elements
such as pitch, rate, pauses, volume, tone of
voice, silences, laughs, screams, sighs, etc.
• Studies have found that people who talk louder,
faster, and more fluently are more persuasive

• Deep voices are often viewed as more credible

• Powerless style of communication (pauses, umhs,

uhs, tag questions) lowers perceptions of credibility
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 ENVIRONMENT
What we surround ourselves with
Example: The way we decorate our house tells
others a lot about us
Several researchers have found that supermarkets
strategically place product
Staples such as dairy, meat and produce are in the
back or on opposite sides of the store, in order to
force shoppers to meander through aisles where
they’ll be tempted to buy all kinds of other
products
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Need for Non-Verbal Communication

• Repeating
• Substituting
• Complementing
• Accenting
• Regulating
• Contradicting
• Deceiving

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 Repeating

The use of nonverbal behavior to say

what you are saying in words
Emblems- are the nonverbal behaviors
that we use to display what we mean
Example: head nods at the same time as
someone saying “yes”

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 Substituting

• The use of nonverbal behaviors to

say things rather than words
• We often answer questions others ask
by responding nonverbally rather
than verbally
• Example: Nodding your head to
answer a question rather than saying
“yes”
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 Complimenting

• The use of nonverbal behaviors to

strengthen what is being said with
words.
• Illustrators- nonverbal behaviors that
support what is being said verbally
• Example: A friend says “I am so
sorry” and at the same time makes a
sincerely sad face
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 Accenting

• The way we emphasize certain words

in order to clarify what we mean.

• Example: “NO!” or “No????”

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 Regulating

• Nonverbal behaviors that control the

flow of the conversation, and tell us
when it is our turn to talk, or when
the other person is finished talking.
• Example: while telling a story to a
friend, one may pause to allow room
for comments

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 Contradicting

• When people are saying one thing yet

their nonverbal behavior is telling us
something completely different.

• Example: A friend says, “I am so

sorry” while smiling

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Knowledge of the several factors involved
with nonverbal communication, and an
awareness of its power will improve our
ability to communicate with others.

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Facial Language Analysis

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Positive body language:
Moving or leaning closer to you
Relaxed, uncrossed limbs
Long periods of eye contact
Looking down and away out of shyness
Genuine smiles
• Negative body language:
• Moving or leaning away from you
• Crossed arms or legs
• Looking away to the side
• Feet pointed away from you, or towards and exit
• Rubbing/scratching their nose, eyes, or the back
of their neck
This face is expressing...
Embarrassment
Fear
Sadness
Surprise
The facial expression of fear is often confused with
surprise. But when we’re surprised, our eyes open wider
than when we’re afraid, and our mouth isn’t pulled
sideways, like it is here; instead, our jaw drops and the
mouth hangs open. Plus, our eyebrows are relatively flat
when we’re afraid; they arch more when we’re surprised.
This face is expressing...
Flirtatiousness
Interest
Happiness
Politeness
Zygomaticus
major muscle

Orbicularis
oculi muscle
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 This is a classic display of
a genuine smile, called a
Duchenne smile, which
signals happiness.

It’s defined by two muscle movements. The movement common to all

smiles is the zygomatic major muscle pulling the lip corners up. But,
critically, what reveals this as a genuine smile is what happens around
the eyes: The muscles tighten, making those wrinkles, or crow’s feet,
around the sides of the eyes and creating that pouching of the lower
eyelid. When you see these signs, the person isn’t just smiling politely;
he’s feeling genuine happiness.
This face is expressing...
Sadness
Pain
Anger
Disgust
You see these muscle movements—in the lips, around the eyes, and in
the brow—when people are feeling aggressive, threatened, or frustrated.
Researchers think we make this expression when we're angry because it
could protect the face in a physical conflict—for example, the furrowed
eyebrows could protect the eyes.

People often confuse anger and disgust, but disgust involves a raised
upper lip and a wrinkle in the nose that you don’t see here.
This face is expressing...
Embarrassment
Sadness
Amusement
Shame
When people are embarrassed, they avert their gaze, which means they
move their head down and to the side, exposing their neck. And the
embarrassed smile is different from other smiles: The lips press together
tightly, reflecting feelings of restraint or inhibition.

Embarrassment can look like shame, but when we're ashamed, our head
moves straight down, not to the side, and we don't smile.
This face is expressing...

Pride

Contempt

Excitement

Anger
 The expression of pride is
also close to the expression
of contempt. They both
involve a backward head
tilt, but contempt doesn't
involve a slight smile like
pride does; instead, with
contempt the lip movement
is asymmetrical—only one
side tightens.

Pride involves signs of dominance. The corners of the lips rise slightly,
signaling that the person is happy. But what distinguishes this from
happiness is that the head tilts back, with a slight jaw-thrust. Those are
classic signs of power and dominance—they suggest that we’re feeling
strong.
This face is expressing...
Fear

Interest

Surprise

Compassion
Surprise is often confused with fear. But when we’re afraid, our lower
eyelids tighten and our eyebrows look flat and tense; with surprise, our
upper eyelids rise up and our eyebrows arch. Also, our jaws drop when
we’re surprised, but our lip corners go sideways when we’re afraid,
making the mouth look tighter.
Some experts believe our eyes open wide like this because when we’re
confronted with something surprising a long - lost friend, an unexpected
award - we try to absorb as much of this new information as possible.
This face is expressing...
Sadness
Shame
Disgust
Contempt
Contempt is when you look down on somebody derisively or
suspiciously. What’s important about the expression of contempt is that
the lips tighten on one side of the face but not the other. If the tightening
were on both sides of the face, the person could be swallowing or
salivating.
People often confuse contempt with disgust. But disgust involves the
raising of the upper lip, and the bridge of the nose wrinkles. We express
disgust about noxious things, not those about which we’re derisive or
suspicious.
This face is expressing...
Anger
Pain
Disgust
Sadness
When we feel disgust, the muscles above the upper lip pull up, raising
the upper lip, wrinkling the nose, and narrowing the eyes.

People often confuse disgust and anger. But anger tightens the mouth
and lowers the eyebrows more significantly, and raises the upper eyelid.
With disgust, the mouth opens and the tongue comes out, just in case
you need to throw up.
This face is expressing...
Desire
Embarrassment
Flirtatiousness
Love
 This is a coy, flirtatious smile.
What conveys flirtatiousness
is when someone turns his or
her head away to signal ‘I’m
not interested in you,’ but
simultaneously makes eye
contact. That’s a universal
display that reflects the
ambivalence of flirtation—the
flirter avoids and approaches
someone at the same time.

Someone flirting gives off signals of pleasure, as indicated by the

zygomatic major muscle pulling the lip corners up, which also raises the
cheeks slightly. Plus, the eyes are narrower than in a neutral state
because the orbicularis oculi muscles around the eyes contract,
suggesting feelings of happiness.
This face is expressing...
Shame
Anger
Sadness
Pain
 When we feel pain, our facial
muscles move in ways that contract
the face and protect us from harm.
In the upper half of the face, the
orbicularis oculi muscles around
the eyes contract, closing the eyes
tightly, and the corrugator muscle
lowers our eyebrows. In the lower
half of the face, our lips tighten and
press upwards.
You'll see this particular expression especially when people are
experiencing psychological pain, such as when they see other people
suffer. It’s an expression closely related to sadness. But rather than
suffering in their own sadness, they experience the pain and suffering
of others through empathy.
This face is expressing...
Compassion
Sadness
Anger
Interest
When people feel sympathy or compassion, the corrugator muscles pull
the eyebrows in and up, their lips press together, and their head tilts
forward slightly—a sign of social engagement.
The expression of compassion is most often confused with sadness. The
eyebrow movements are similar in sadness and compassion, but with
compassion the lips press together; when we feel sad, our lips pull
down.
This face is expressing...
Amusement
Desire
Surprise
Excitement
The tell-tale signs of genuine amusement are the open mouth and the
backwards head movement. And like a genuine smile, you can tell a
genuine laugh when you see the muscles contracting around the eyes,
making crow’s feet.

Genuine laughter often relaxes all muscle movements in the body

because of shifts in our respiration patterns that happen when we laugh.
This rapid shift to a state of relaxation shuts off feelings of aggression
or frustration—we’re cooperating with other people, not competing.
This face is expressing...
Surprise
Interest
Desire
Happiness
When we’re interested in something, the frontalis muscles raise our
eyebrows straight up, and our lip corners turn up in a slight smile,
suggesting we’re feeling pleasure.

The expression of interest is related to the expression of happiness. But

when we’re happy, we’ll show more exaggerated upward movements of
our lip corners, and the muscles around the eyes will contract more,
without the eyebrow raising straight up.
This face is expressing...
Sadness
Shame
Disgust
Compassion
Sadness is characterized by oblique eyebrows, where the corrugator
muscles pull the eyebrows in, but the inner part of the frontalis muscle
pulls them up. There’s also a little pouching in the inner part of the
forehead, and people will often look down. Plus, the corners of the lips
are pulled straight down, giving the mouth a curved look.
The expression of sadness is often confused with shame, and it shares
the oblique eyebrow muscle movements of compassion.
This face is expressing...
Disgust
Love
Contempt
Desire
 Desire is signaled through the mouth,
with lip bites, puckers, or (as in this
case) lip licks. The mouth is probably
so strongly linked to desire because
of the connection to kissing. People
often make this facial expression
when they’re interested in someone
else sexually, but not necessarily
romantically.

Desire is obviously a relative of love,

but when people feel loving and
trusting and devoted to someone
else, as opposed to sexually aroused,
they won't necessarily make this kind
of gesture with their mouth. Instead,
they'll often smile in a way that
suggests happiness, with a head tilt
to the side.
This face is expressing...
Sadness
Pride
Embarrassment
Shame
Shame is a very simple display but a powerful one. It simply involves
gaze aversion, with the head moving down so that the chin tucks into
the neck. It's the opposite of pride: Whereas with pride our head tilts
back and our chin goes up, shame often constricts our posture as a sign
of submissiveness.
This expression is frequently confused with sadness. But shame doesn't
involve the muscle movements of the sad face—the eyebrows pulled in
and partly up, with the lip corners moving down.
This face is expressing...
Happiness
Desire
Politeness
Compassion
This is a non-Duchenne smile - a smile that doesn’t signal true
happiness. It suggests that the person is trying to seem polite and
cooperative, but they don’t genuinely feel happy.
The zygomatic major muscle is pulling the lip corners up, but there are
no signs of real joy around the eyes - no crow’s feet around the sides, no
pouching of the lower eyelid, no raising of the cheek.
This face is expressing...
Sadness
Shame
Embarrassment
Love
With about 30 percent of embarrassment episodes, people touch their
face, which is happening here. Some experts believe the face touch is a
defensive movement, to protect the face after the person violated some
social rule.
In some parts of the world, people make a similar hand gesture when
they’re ashamed. But with shame, the head moves straight down, not to
the side, and there’s no slight smile.
This face is expressing...
Guilt
Sadness
Pain
Disgust
When we feel pain, our facial muscles contract the face and protect us
from harm.
In the upper half of the face, the orbicularis oculi muscles around the
eyes contract, closing the eyes tightly, and the corrugator muscle lowers
our eyebrows. In the lower half of the face, our lips tighten and press
upwards. Especially when experiencing physical pain, people will
sometimes contract their neck, as is happening here, making this look
even more like a display of self-defense.
This face is expressing...
Satisfaction
Flirtatiousness
Love
Compassion
When we feel love, our facial expression often resembles happiness:
The zygomatic major muscle pulls the lip corners up, and there’s a
tightening of the lower eyelid.
But the distinct expression of love combines these muscle movements
with a tilt of the head to the side. That’s a sign of intimacy and
connection beyond just happiness.