What is body language?
? It’s the way you stand
and sit and walk. ? It’s your gestures and the expression on your face and
in your eyes. ? It’s your whole appearance that communicates things.
How to read these body languages?
Are we getting all the massage?
? According to the social anthropologist,
Edward T. Hall, in a normal conversation between two persons, less than 7% of the social meanings is actually transmitted by words. ? So, at least 93% of it is conveyed through the body (non-verbal channel).
Let’s Examine How Body Communicates, from head to toes
- Nodding the head
- ?Yes? in most societies - ?No? in some parts of
Greece, Yugoslavia, Bulgaria, and Turkey
-Tossing the head backward
-?yes? in Thailand, the Philippines, India, Laos
* Eye contacts
- Encouraged in America, Canada, Europe - Rude in most Asian countries and in Africa
* Winking eye
- Sharing secret in America and Europe - flirtatious gesture in other countries
* Closed eyes
- bored or sleepy in America - ?I’m listening and concentrating.? in Japan,
* Ear grasp
- ?I’m sorry.? in parts of India
* Cupping the ear
- ?I can’t hear you.? in all societies
* Pulling ear
- ?You are in my heart? for Navajo Indians
LIPS AND MOUTH
THE LIP POINTING
* Kiss. In parts of Asia, kissing is considered
an intimate sexual act and not permissible in public, even as a social greeting.
THE LIP POINTING
* Finger tip kiss. In France, it conveys several
messages, ?That’s good!? ?That’s great!? ?That’s beautiful!.?
THE LIP POINTING
* Open mouth. Any display of the open mouth
is considered very rude in most countries.
* The ?O.K.? signal. (the thumb and forefinger
form a circle) means
* ?fine,? or ?O.K.? in most cultures,
* ?zero? or ?worthless? in some parts of Europe
* ?money? in Japan * an insult in Greece, Brazil, Italy, Turkey, Russia
and some other countries
* Pointing with the index finger
is common in North America and Europe. * But it is considered impolite in Japan and China where they favor using the whole open hand. * Malaysians prefer pointing with the thumb.
* Of all the body parts, the hands are probably used most for communicating nonverbally.
* Hand waves are used for greetings, beckoning, or farewells.
* The Italian ?good-bye? wave can be interpreted
by Americans as the gesture of ?come here.? * The American ?good-bye? wave can be interpreted in many parts of Europe and Latin America as the signal for ?no.?
* Handshaking is a form of greeting in most Western cultures.
* In the Middle East, a gentle grip
is appropriate. * In most Asian cultures, a gentle grip and an avoidance of direct eye contact is appropriate.
* Right hand. The right hand has special
significance in many societies. In certain countries in the Middle East and in Asia, it is best to present business cards or gifts, or to pass dishes of food, to get an attention, using only the right hand or both. * Left hand is considered unclean in much of the Middle East and in parts of Indonesia.
* Clapping hands.
* Russians and Chinese may use applause to
greet someone. * In many central and eastern Europe, audience frequently clap in rhythm.
* Holding the nose
- ?Something smells bad.? universal
* Nose tap
- ?It’s confidential.? England - ?Watch out!? or "Be careful.? Italy
* Pointing to nose
- ?It’s me.? Japan
* Blowing nose
- In most Asian countries, blowing the nose
at social gathering is ‘disgusting.’
* Cheek screw
- gesture of praise - Italy - ?That’s crazy.? Germany
* Cheek stroke
- ?pretty, attractive, success? most Europe
* Some cultures, like the Italians, use the
arms freely. Others, like the Japanese, are more reserved; it is considered impolite to gesticulate with broad movements of the arms. * Folding arms are interpreted by some social observers as a form of excluding self, ?I am taking a defensive posture,? or ?I disagree with what I am hearing.?
* Arms akimbo. In many cultures, this stance
signals aggression, resistance, impatience, or even anger. * Arms behind back, hands grasped is a sign of ease and control. * Arms in front, hands grasped, common practice in most Asian countries, is a sign of mutual respect for others.
LEGS AND FEET
* In Asia, do not point with your toes.
* In Asia and some European countries,
putting feet up on a desk or any other piece of furniture is very disrespectful. * Sitting cross-legged, while common in North America and some European countries, is very impolite in other parts of the world.
( ( ( ( (
Test ) I don’t know. ) I love you. ) We are quarelling. ) No! I don’t agree! ) We are cheerful!
CASE STUDY: What body language to use towards a customer, when on the phone?
"At a local real estate agent’s office Alan is behind the customer service counter. He is on the phone dealing with a difficult inquiry when a customer approaches the counter. He keeps talking on the phone and when the customer says, “Excuse me”. He does not look up but holds a hand up with one finger extended, indication that he’ll be one minute."
-As Alan’s supervisor, what would you say to him about the body language and managing his responsibilities for greeting customers both on the phone and face to face??
Imagine that you are the customer. When you enter the office, the customer service rep is on the phone. You wait. You try to get his attention and he holds up his hand with a finger extended as acknowledgement that you're there. How do you feel? What could the clerk (Alan) have done differently to ensure that all of his customers were being taken care of? He could/should have looked up, smiled at you and at least nodded a greeting. If his conversation continued too long ,he should have politely placed his caller on hold and inquired as to your needs, asked someone else to assist you or advised you how long he would be.
I would say that he has to be more friendly and welcoming to the customers and could politely told the person on the phone to please hold for a moment and that he should be more enthusiastic about his job
FOR ALL OF US…
sensitive to the clues of body language can help us communicate more effectively with others.
? We can understand what others are saying even when they are
not talking. ? We can sense when people are silent and digesting information, or when they are silent and confused.
? We can share feelings too strong or too
difficult to be expressed in words. ? Or decode secret messages passing silently from person to person.
? And we may spot
contradictions between what people say and what they really mean.
? Finally, we can
learn to be more sensitive to our own bodies – to see how they express our feelings and to see ourselves as others see us. ? We do not have bodies; we are our bodies.
Thank You !!