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Effective Non Verbal
Communication Development
Presented by Sugiharto, SH. MM

© SUGIHARTO, SH.MM GICI Business School
Messages expressed by
non-linguistic means
Silent Behaviors
Environment

Artifacts
Vocal Intonation
a powerful mode of
communication

© SUGIHARTO, SH.MM GICI Business School
Is it possible to
communicate
without words?
Studies show that over half of
your message is carried
through non-verbal elements:

The Appearance
Body Language

Expression

Gestures
Posture

The tone and the pace
of your voice
© SUGIHARTO, SH.MM GICI Business School
All Behavior has
Communicative Value
Because we “cannot not communicate”
May be intentional, but is often unconscious
Although we’re always sending messages
through our non-verbal, these messages aren’t
always received

We especially pay attention to non-verbal when
they contradict verbal communication

© SUGIHARTO, SH.MM GICI Business School
Nonverbal Communication
is Primarily Relational
Responsiveness
People in lower-power positions tend to be better at
reading non-verbal.
Positive or negative feelings about others
Power
For identity management. In defining our
relationships (e.g., level of intimacy). For
expressing emotions we don’t want to express,
can’t express, or don’t know we’re feeling.
© SUGIHARTO, SH.MM GICI Business School
Non-verbal
Communication
is Ambiguous
The same nonverbal can have multiple
meanings

SMILE – can have multiple meanings
that different cultures have different
rules about non-verbal.

© SUGIHARTO, SH.MM GICI Business School
Non-verbal
Communication
reflects Cultural Values
Different country will have different
customs of non-verbal
communication

© SUGIHARTO, SH.MM GICI Business School
The Interplay Between
Verbal and Nonverbal
Communication
Repeating
Your non-verbal simply repeat what you’ve said
Substituting
Your non-verbal replace language (e.g., nodding)
Complementing & Accenting
Your non-verbal add depth and meaning to your
language
Regulating
Your non-verbal help regulate the conversation
Contradicting
You say one thing, but your non-verbal say
another
© SUGIHARTO, SH.MM GICI Business School
First Impressions Make the Difference
First impressions provide vital
signals to clients and prospects.
In the world of marketing
services, visual signals are
shortcuts that influence buying
decisions about your service or
firm.

First impressions happen every time we initiate the communication
Before someone processes our verbal messages :
First impression has taken in our appearance
Registered our enthusiasm and sincerity
Noted our tone of voice and processed all into
nonverbal message
© SUGIHARTO, SH.MM GICI Business School
If this message reinforce the content of verbal
one, it means we send a powerful message
If the two messages do not match, they may
cancel each other and that means no
messages delivered.

Non Verbal Communication

Nonverbal communication part of this training is for learning how to create a
powerful non-verbal message that will support your verbal content

© SUGIHARTO, SH.MM GICI Business School
Non Verbal Communication

DECEPTION

Non-verbal are under less conscious
control, so deception is more likely to
be revealed through our non-verbal
High self-monitors and people who have
lots of practice in deception are most
successful at it
“Deceivers” tend to make more speech
errors, to hesitate, to have higher vocal
pitch, to fidget, blink their eyes more,
and shift their posture more
© SUGIHARTO, SH.MM GICI Business School
Different Types
of Non-verbal
Communication
Presented by Ugik Sugiharto, SH. MM

© SUGIHARTO, SH.MM GICI Business School
Different Types of Non -verbal Communication

Silence
Can communicate contentment,
awkwardness, anger, respect,
thoughtfulness, empathy. Can also
be disconfirming

© SUGIHARTO, SH.MM GICI Business School
Different Types of Non -verbal Communication
Space / Proxemics
Intimate distance
Personal distance

Social distance
Public distance

Barrier behaviors and territory
© SUGIHARTO, SH.MM GICI Business School
Different Types of Non -verbal Communication
Time / Chronemics
Our use of time reflects:
Power / status
Cultural norms
Expectations

Interpersonal
priorities

© SUGIHARTO, SH.MM GICI Business School
Different Types of Non -verbal Communication
Physical Appearance
We tend to notice obvious things first
(gender, race), then note attractiveness
Physically attractive people
generally are perceived better
Importance placed on physical
appearance can be very damaging
It’s what we do with it
that’s most important

© SUGIHARTO, SH.MM GICI Business School
Different Types of Non -verbal Communication
Artifacts
Include clothing, jewelry,
personal belongings,
accessories, etc.
All are Important part of
first impressions

Communicate economic level
Educational level
trustworthiness
Social position
Level of sophistication
Economic background
Social background

Educational background
Level of success
Moral character
Masculinity / feminist

© SUGIHARTO, SH.MM GICI Business School
Different Types of Non -verbal Communication
Environment
Communicates something about you
We surround ourselves with things that are
important/meaningful to us.
Use artifacts to define our territory.

Can influence interactions
How people use an environment
communicates something about them

© SUGIHARTO, SH.MM GICI Business School
Effective Non Verbal
Communication Development
in Business Communication

PROJECTING
POWERFUL
IMAGE
Presented by Sugiharto, SH. MM

© SUGIHARTO, SH.MM GICI Business School
PROJECTING
POWERFUL
IMAGE
How would like the sound ?

How would like to look ?
How did you look and sound ?

Projecting an image that is consistent with the person you want to
be significantly improves your ability to develop trust & rapport

© SUGIHARTO, SH.MM GICI Business School
PROJECTING
POWERFUL
IMAGE

Image can be critical to your success
It is definitely a key element
of communication
It is irrational but people mostly
judge the book by the cover.
They expect a totally different
image from an executive and a
rock musician

Business world expect neat,
clean, energetic look which
reflects that he / she is
ready to work
© SUGIHARTO, SH.MM GICI Business School
PROJECTING
POWERFUL
IMAGE
The first impressions you project
The depth of your knowledge

The breadth of your knowledge
Your enthusiasm

Total Image
consist of:

© SUGIHARTO, SH.MM GICI Business School
PROJECTING
POWERFUL
IMAGE
Eye Contact

The first impressions you project
Monotone and weak voice, poor
vocabulary. Cold, limp handshake,
Lower quality, with inappropriate
colors, messy dressing style, dirty
shoes, Seldom eye-contact, Poor
posture, bad hygiene

Voices
Dress & grooming

Creates a barrier

Handshake
Body posture

© SUGIHARTO, SH.MM GICI Business School
PROJECTING
POWERFUL The first impressions you project
IMAGE
Positive first
impression make
communications much
easier and more
comfortable

Negative first
impressions can cut
off a relationship
before it gets started

Many people give up rather than trying to reverse
the other people’s negative impression
© SUGIHARTO, SH.MM GICI Business School
PROJECTING
POWERFUL
IMAGE

As a part of
your image

Depth of Knowledge
in the area of expertise

Learn your job

How well you know
your subject

Learn the company

Does the depth of your
knowledge project
credibility and command
respect from your
employees or do they say
“I could do her job as well
as she can”

Learn the industry
The firm’s policy
Learn the personnel

© SUGIHARTO, SH.MM GICI Business School
This area deals with your ability to
converse with others in fields of

outside area of expertise.

PROJECTING
POWERFUL
IMAGE
The Breadth of Your Knowledge

The latest development in world events
Popular books and movies

By increasing the breadth of
your knowledge, you will be able
to develop rapport with others.

Different areas of interest
The latest popular technologies
The latest trending topics

Research has shown that the
more people have in common,
the better they like each other
For increasing breadth of your
knowledge it is recommended:
to spend the non-productive
time as mind feeding and
interacting with others
© SUGIHARTO, SH.MM GICI Business School
PROJECTING Most people like to work with others who
POWERFUL
are enthusiastic about their work
IMAGE
Enthusiasm
Enthusiastic people seem to work harder, longer and
more accurately than those who are not enthusiastic

Enthusiasm is a
projected behavior
to others and make
the others
enthusiastic

© SUGIHARTO, SH.MM GICI Business School
PROJECTING
POWERFUL
IMAGE
The response you receive
from the world around you
is a measure of your
success in interpersonal
relations
Every word, gesture,
expression an impression is
being seen and evaluated
From the beginning to the end of every transaction
with another person, you are on the stage

© SUGIHARTO, SH.MM GICI Business School
MANAGER
SUPERVISOR A
ASSISTANT A
WORKER A1
WORKER A2

SUPERVISOR B

SUPERVISOR C

WORKER B1

WORKER C1

WORKER C3

WORKER B2

WORKER C2

WORKER C4

WORKER B3
Vertical communication

WORKER A3

Horizontal communication
Network communication

Business Communication by Krizan, Merrier, Logan and
Williams, 7th edition © 2008, Thomson, South Western
© SUGIHARTO, SH.MM GICI Business School
Vertical communication
Messages flow
upward or
downward along a
path referred to

as the “chain of
command.”
Policy

Statements
Reports

Proposal

Plans

Directives
Instructions

© SUGIHARTO, SH.MM GICI Business School
Horizontal communication
message flow occurs
between workers or units of
comparable status who need to
share data or coordinate
efforts.
Network communication
information flows freely among
those who have a link that goes
beyond the participants’ role or
unit within the organization

Regardless of the direction in which it flows,
communication may have a formal, an informal,
or a serial pattern.
In this section, formal and informal refer to the
nature of a communication, not the writing or
speaking style used to convey a message.
© SUGIHARTO, SH.MM GICI Business School
THANK YOU FOR LISTENING
2nd Meeting
Effective Non-Verbal Communication
Business Communication
Presented by
Sugiharto, SH. MM
STIE GICI Business School

October 2013
Background image provide by
slide Factory.blogspot.com
Twitter @Hotslides

Presentation created by
Ace 013/ugik Slides factory
© MCX 2013
© SUGIHARTO, SH.MM GICI Business School

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Effective non verbal communication in the business communication

  • 1. Effective Non Verbal Communication Development Presented by Sugiharto, SH. MM © SUGIHARTO, SH.MM GICI Business School
  • 2. Messages expressed by non-linguistic means Silent Behaviors Environment Artifacts Vocal Intonation a powerful mode of communication © SUGIHARTO, SH.MM GICI Business School
  • 3. Is it possible to communicate without words? Studies show that over half of your message is carried through non-verbal elements: The Appearance Body Language Expression Gestures Posture The tone and the pace of your voice © SUGIHARTO, SH.MM GICI Business School
  • 4. All Behavior has Communicative Value Because we “cannot not communicate” May be intentional, but is often unconscious Although we’re always sending messages through our non-verbal, these messages aren’t always received We especially pay attention to non-verbal when they contradict verbal communication © SUGIHARTO, SH.MM GICI Business School
  • 5. Nonverbal Communication is Primarily Relational Responsiveness People in lower-power positions tend to be better at reading non-verbal. Positive or negative feelings about others Power For identity management. In defining our relationships (e.g., level of intimacy). For expressing emotions we don’t want to express, can’t express, or don’t know we’re feeling. © SUGIHARTO, SH.MM GICI Business School
  • 6. Non-verbal Communication is Ambiguous The same nonverbal can have multiple meanings SMILE – can have multiple meanings that different cultures have different rules about non-verbal. © SUGIHARTO, SH.MM GICI Business School
  • 7. Non-verbal Communication reflects Cultural Values Different country will have different customs of non-verbal communication © SUGIHARTO, SH.MM GICI Business School
  • 8. The Interplay Between Verbal and Nonverbal Communication Repeating Your non-verbal simply repeat what you’ve said Substituting Your non-verbal replace language (e.g., nodding) Complementing & Accenting Your non-verbal add depth and meaning to your language Regulating Your non-verbal help regulate the conversation Contradicting You say one thing, but your non-verbal say another © SUGIHARTO, SH.MM GICI Business School
  • 9. First Impressions Make the Difference First impressions provide vital signals to clients and prospects. In the world of marketing services, visual signals are shortcuts that influence buying decisions about your service or firm. First impressions happen every time we initiate the communication Before someone processes our verbal messages : First impression has taken in our appearance Registered our enthusiasm and sincerity Noted our tone of voice and processed all into nonverbal message © SUGIHARTO, SH.MM GICI Business School
  • 10. If this message reinforce the content of verbal one, it means we send a powerful message If the two messages do not match, they may cancel each other and that means no messages delivered. Non Verbal Communication Nonverbal communication part of this training is for learning how to create a powerful non-verbal message that will support your verbal content © SUGIHARTO, SH.MM GICI Business School
  • 11. Non Verbal Communication DECEPTION Non-verbal are under less conscious control, so deception is more likely to be revealed through our non-verbal High self-monitors and people who have lots of practice in deception are most successful at it “Deceivers” tend to make more speech errors, to hesitate, to have higher vocal pitch, to fidget, blink their eyes more, and shift their posture more © SUGIHARTO, SH.MM GICI Business School
  • 12. Different Types of Non-verbal Communication Presented by Ugik Sugiharto, SH. MM © SUGIHARTO, SH.MM GICI Business School
  • 13. Different Types of Non -verbal Communication Silence Can communicate contentment, awkwardness, anger, respect, thoughtfulness, empathy. Can also be disconfirming © SUGIHARTO, SH.MM GICI Business School
  • 14. Different Types of Non -verbal Communication Space / Proxemics Intimate distance Personal distance Social distance Public distance Barrier behaviors and territory © SUGIHARTO, SH.MM GICI Business School
  • 15. Different Types of Non -verbal Communication Time / Chronemics Our use of time reflects: Power / status Cultural norms Expectations Interpersonal priorities © SUGIHARTO, SH.MM GICI Business School
  • 16. Different Types of Non -verbal Communication Physical Appearance We tend to notice obvious things first (gender, race), then note attractiveness Physically attractive people generally are perceived better Importance placed on physical appearance can be very damaging It’s what we do with it that’s most important © SUGIHARTO, SH.MM GICI Business School
  • 17. Different Types of Non -verbal Communication Artifacts Include clothing, jewelry, personal belongings, accessories, etc. All are Important part of first impressions Communicate economic level Educational level trustworthiness Social position Level of sophistication Economic background Social background Educational background Level of success Moral character Masculinity / feminist © SUGIHARTO, SH.MM GICI Business School
  • 18. Different Types of Non -verbal Communication Environment Communicates something about you We surround ourselves with things that are important/meaningful to us. Use artifacts to define our territory. Can influence interactions How people use an environment communicates something about them © SUGIHARTO, SH.MM GICI Business School
  • 19. Effective Non Verbal Communication Development in Business Communication PROJECTING POWERFUL IMAGE Presented by Sugiharto, SH. MM © SUGIHARTO, SH.MM GICI Business School
  • 20. PROJECTING POWERFUL IMAGE How would like the sound ? How would like to look ? How did you look and sound ? Projecting an image that is consistent with the person you want to be significantly improves your ability to develop trust & rapport © SUGIHARTO, SH.MM GICI Business School
  • 21. PROJECTING POWERFUL IMAGE Image can be critical to your success It is definitely a key element of communication It is irrational but people mostly judge the book by the cover. They expect a totally different image from an executive and a rock musician Business world expect neat, clean, energetic look which reflects that he / she is ready to work © SUGIHARTO, SH.MM GICI Business School
  • 22. PROJECTING POWERFUL IMAGE The first impressions you project The depth of your knowledge The breadth of your knowledge Your enthusiasm Total Image consist of: © SUGIHARTO, SH.MM GICI Business School
  • 23. PROJECTING POWERFUL IMAGE Eye Contact The first impressions you project Monotone and weak voice, poor vocabulary. Cold, limp handshake, Lower quality, with inappropriate colors, messy dressing style, dirty shoes, Seldom eye-contact, Poor posture, bad hygiene Voices Dress & grooming Creates a barrier Handshake Body posture © SUGIHARTO, SH.MM GICI Business School
  • 24. PROJECTING POWERFUL The first impressions you project IMAGE Positive first impression make communications much easier and more comfortable Negative first impressions can cut off a relationship before it gets started Many people give up rather than trying to reverse the other people’s negative impression © SUGIHARTO, SH.MM GICI Business School
  • 25. PROJECTING POWERFUL IMAGE As a part of your image Depth of Knowledge in the area of expertise Learn your job How well you know your subject Learn the company Does the depth of your knowledge project credibility and command respect from your employees or do they say “I could do her job as well as she can” Learn the industry The firm’s policy Learn the personnel © SUGIHARTO, SH.MM GICI Business School
  • 26. This area deals with your ability to converse with others in fields of outside area of expertise. PROJECTING POWERFUL IMAGE The Breadth of Your Knowledge The latest development in world events Popular books and movies By increasing the breadth of your knowledge, you will be able to develop rapport with others. Different areas of interest The latest popular technologies The latest trending topics Research has shown that the more people have in common, the better they like each other For increasing breadth of your knowledge it is recommended: to spend the non-productive time as mind feeding and interacting with others © SUGIHARTO, SH.MM GICI Business School
  • 27. PROJECTING Most people like to work with others who POWERFUL are enthusiastic about their work IMAGE Enthusiasm Enthusiastic people seem to work harder, longer and more accurately than those who are not enthusiastic Enthusiasm is a projected behavior to others and make the others enthusiastic © SUGIHARTO, SH.MM GICI Business School
  • 28. PROJECTING POWERFUL IMAGE The response you receive from the world around you is a measure of your success in interpersonal relations Every word, gesture, expression an impression is being seen and evaluated From the beginning to the end of every transaction with another person, you are on the stage © SUGIHARTO, SH.MM GICI Business School
  • 29. MANAGER SUPERVISOR A ASSISTANT A WORKER A1 WORKER A2 SUPERVISOR B SUPERVISOR C WORKER B1 WORKER C1 WORKER C3 WORKER B2 WORKER C2 WORKER C4 WORKER B3 Vertical communication WORKER A3 Horizontal communication Network communication Business Communication by Krizan, Merrier, Logan and Williams, 7th edition © 2008, Thomson, South Western © SUGIHARTO, SH.MM GICI Business School
  • 30. Vertical communication Messages flow upward or downward along a path referred to as the “chain of command.” Policy Statements Reports Proposal Plans Directives Instructions © SUGIHARTO, SH.MM GICI Business School
  • 31. Horizontal communication message flow occurs between workers or units of comparable status who need to share data or coordinate efforts. Network communication information flows freely among those who have a link that goes beyond the participants’ role or unit within the organization Regardless of the direction in which it flows, communication may have a formal, an informal, or a serial pattern. In this section, formal and informal refer to the nature of a communication, not the writing or speaking style used to convey a message. © SUGIHARTO, SH.MM GICI Business School
  • 32. THANK YOU FOR LISTENING 2nd Meeting Effective Non-Verbal Communication Business Communication Presented by Sugiharto, SH. MM STIE GICI Business School October 2013 Background image provide by slide Factory.blogspot.com Twitter @Hotslides Presentation created by Ace 013/ugik Slides factory © MCX 2013 © SUGIHARTO, SH.MM GICI Business School