Non-Verbal Communication

Click here to view a video on body language.

Non-verbal communication is anything that can alter or reinforce the message in any form of communication. If you think that this is a very broad definition and covers all types of communication, you are right.

We communicate non-verbally by the way we dress, our posture, the expression on our face, the amount of eye contact used, the way we position our hands, the way we touch things, and the way we listen.

Even a simple statement can have its meaning altered or reinforced by the way we shrug our shoulders when we put it to the group, using inflection when we say it, by the way it is written or typed when we give it out as a handout.

Gestures, dress, and posture all add meaning to what we say.

Posture

Posture reflects what you think about yourself:

• Always try to stand. It shows confidence and gives you control.
• Averted eyes, lowered chin, hunched shoulders, splayed feet, and restless hands send out signals of low self-esteem.
• Walk with your back straight, your shoulders back and head held high, your arms relaxed at your sides and your face showing eager anticipation.

Gestures

Gestures and body language are essential elements:

• The most positive gesture is your smile.
• Avoid putting your hands in your pockets.
• Remove all articles from pockets – coins, keys, etc.
• Avoid closing your hands firmly.
• Avoid holding your hands in front of you or rubbing them.
• Avoid pointing with one finger to the customer.
• Co-ordinate your hand movements with your words.
• Nod your head to affirm what you have just said.

Speaking Effectively

Using the right voice to give your presentation, together with the right body language, can make a big difference to the effectiveness of your presentation. An interesting voice is simply a voice that keeps the listener interested:

• Don’t stretch your voice higher or lower than normal.
• Speak clearly.
• Decrease and increase the volume of your speech.
• Pause from time to time to allow listeners to absorb what you are saying.
• Don’t feel compelled to fill the silence.

Language

Avoid anything that could be offensive to anyone. If in doubt, cut it out.

• Watch offensive language.
• Avoid language shortcuts – abbreviations.
• Watch humour – jokes.
• Don’t use long words.
• Explain new words.
• Avoid jargon.

Dress and Grooming

• What you wear is a major contributing factor to the impression you make on other people.
• Always wear something you like and that others have complimented you on.
• Make sure your clothing isn’t too tight, as this can restrict breathing and movement.
• Shoes affect balance; avoid anything too high or too tight.
• Go for simple, unfussy lines.
• Women should make sure there are no runs in their tights.
• Pay as much attention to shoes, hosiery and hemlines as you will do to your hair.
• Men should also pay attention to shoes, socks, etc.
• Hair should be clean and tidy and not obscure your face.
• Don’t wear bulky and noisy jewellery.

Click here to view a video on how to make a good first impression.