NON-VERBAL COMMUNICATION

What is non-verbal communication?

Smiling  Smiling is a non-verbal cue that tells people that you have a positive attitude, that you are happy, or that you are in a good mood  When people see someone smiling, they usually feel comfortable approaching that person  Smiling is contagious!!

Eye Contact  It is normal and expected for people to make direct eye contact with customers, coworkers, and supervisors  If you do not make eye contact, it can often be perceived that you are dishonest, have low self confidence, are disrespectful, or cannot be trusted  Eye contact should last 3-6 seconds before looking away briefly. While conversing, you should only be looking away for a maximum of 10 seconds.

Bad Eye Contact Example

Handshakes  Handshakes should be with your right hand and be firm but not bone- crushing. Your hand should be vertical.  Handshakes should last about 3 seconds. You should move your hand up and down about three times from the elbow.  You should never shake anyone’s fingers.  You want to give handshakes when meeting someone for the first time, if it has been a while since you’ve seen someone, when saying goodbye

Personal Space  People’s level of comfort around personal space varies  In most cases, you should be able to stick your arm out in front of you to be at an appropriate distance  Depending on the situation, a person’s space requirements may change

Personal Space  Some cues to signal that you are too close  Backing away  Averting eyes  Tapping hands  Shaking feet  Taking deep breaths  Crossing arms

Personal Space

Physical Contact  In most workplaces, it is not appropriate to engage in physical contact with your coworkers (hugging, kissing, etc) except for the handshake  This is true even if you consider them a friend outside of work  It is considered unprofessional and in some cases can appear to be harassment

Posture  How a person sits or stands is considered to be one of the strongest indicators or a person’s mood and level of confidence  Good posture indicates self-assurance and a positive attitude

Tone of Voice  Can indicate a person’s mood  A harsh or strong tone might suggest that someone is angry  A soft tone might suggest that someone is upset or shy  Sometimes on the job, we get stressed or rushed, or even angry. These feelings will come out in our tone of voice.

How can we use these skills to our benefit?  Extend Greetings  Smile at others  Offer to shake hands

How can we use these skills to our benefit?  Communicate with others  Shake your head  Use gestures

How can we use these skills to our benefit?  When providing a service  Nod  Gesture  Raise your eyebrows to indicate listening

How can we use these skills to our benefit?  When solving problems  Stay calm  Practice self-control

How can we use these skills to our benefit?  Responding to someone’s communication  Monitor physical space  Make eye contact

How can we use these skills to our benefit?  Showing appreciation  Offer a handshake  Smile

How can we use these skills to our benefit?  Be friendly  Smile  Nod  Make eye contact

How can we use these skills to our benefit?  Positive attitude  Stand up straight  Be confident  Make a good first impression

How can we use these skills to our benefit?  Work in teams  Make helping gestures  Listen  Make eye contact  Smile