Understanding Body Language

Body Language Introduction

• Body language is a social aspect of personality important in the business sector.
• Interactions with people influence our personalities.
• Business professionals should manage their body language to avoid offending clients and complaints.
• Human communication is 70% non-verbal and 30% verbal.
• Posture, gestures, facial expressions, and eye movements form body language.
• Body language is a non-verbal communication form that humans send and interpret subconsciously.
• Body language is vital in interviews and is as important as what is said or written.
• Job interviewers assess candidates through their non-verbal actions.

Greetings

• Guidelines exist to help individuals develop their social personality through body language.
• Handshakes are the world's most common greeting, but customs vary by country.
• In Italy, men may kiss cheek-to-cheek.
• In Japan, bowing is commonplace and physical touch is uncommon.
• Understanding the culture or individual you are meeting is vital in socializing to avoid offense.

Handshake Etiquette

• Hands should be clean, maintained, and free from perspiration.
• Warm hands are ideal. Cold hands signal that someone may be nervous or intimidated.
• Wipe hands with a handkerchief if sweating, and talcum powder can help.
• Be aware of the situation, and use one hand regardless of whether you or the other person is left- or right-handed.
• Eye contact is important, but direct eye contact may be rude for some and should not indicate sexual overtones.
• A smile, not only with the lips but also with the eyes, is equally important.

Inappropriate Body Language

• Scratching in public
• Tugging, pulling, or twirling hair
• Removing snot
• Scratching the inner ear
• Picking teeth
• Staring down at the other person

Negative Body Movements and Gestures to Avoid

• Sitting or leaning back may show disinterest or disagreement.
• Resting your chin on your hand may convey boredom.
• Crossed arms often indicate a defensive posture and a lack of interest in the speaker.
• Fidgeting or playing with objects can indicate nervousness or disinterest.

Facial Expressions, Eye Contact and Emotions

• Facial expressions and eye contact are nonverbal communications influencing business relations.
• People can identify seven separate human emotions through facial and eye expressions.
• The seven emotions are sadness, happiness, anger, fear, surprise, contempt, and interest.
• Facial expressions can be masked to hide true emotions.

Communication

• Communication is vital in business for client satisfaction.
• Effective communication includes writing and speaking well.
• It also requires the proper choice of words and knowing when to speak or be silent.

Improving Communication Skills

• Be a good listener.
• Avoid talking too fast.
• Recognize different conversation viewpoints.
• Avoid hurtful criticisms and arguments and be considerate in word choice.

Social Health

• Social health is the ability to get along with others, make and keep friends, and offer and receive help.
• Characteristics of a socially healthy person include:
  • Accepting differences in others
  • Getting along with family members
  • Having close friends
  • Making friends with people of both genders
  • Interacting easily with others
  • Accepting other people's ideas and suggestions

Proactive Traits

• Providing excellent service is key in a business establishment to achieve customer satisfaction.
• People working in the industry must be proactive.
• Qualities of a proactive person include:
  • Openness to dynamism
  • Openness to change and better options
  • The ability to look for alternative solutions when something is absent
  • Ability to face challenges positively

Reactive Traits

• A reactive person lacks the qualities of a proactive person.
• Proactive People:
  • "No problem, let's see the possibilities."
  • "I can definitely do that."
  • "Sure, there are alternatives to it."
  • "Not a problem, there are other ways to solve the issue".
  • "That's a very nice suggestion, so tell me more about it.".
  • "Thank you for bringing the concerns to us, we'll surely look into that.".
• Reactive People:
  • "I can't do that."
  • "Why should I do that?"
  • "I am busy."
  • "Do not bother me.".
  • "It's not useful.".
  • "I am afraid I can't assist you.".

Etiquette in Conversations

• At an office event, 5-10 minutes is enough time to talk with strangers to enable mingling.
• When introducing yourself, say, "Hello, I am [name] from [...].".Be sure to say "I am pleased to meet you" if the other party introduced himself/herself.
• Maintain a distance of about three feet to respect personal space.
• Interact with various people.
• Maintain professionalism through body language.
• Focus on the person you are conversing with and maintain eye contact.
• Nod to acknowledge something or say, "I see" or "I got your point.".
• Interjecting while a person is talking should be avoided.
• Smile to show your interest.
• Validate unclear messages by saying "so tell me more about it, I find it interesting" or "it appears to me that...".
• Be a listener rather than a storyteller.
• Avoid questions that are too sensitive.
• Discuss topics of common interest and avoid focusing on yourself.
• Avoid inappropriate humor.
• You may greet and introduce yourself to highly placed officials, but do not take up too much of their time.

Etiquette for Social Events

• If the invitation is addressed to you alone, do not bring someone with you if the invitation isn't addressed to them too.
• For invitations with RSVP, confirm your attendance.
• Arrive on time.
• Adhere to the dress code.
• Do not sit until after the host has greeted you.

Business Etiquette

• Punctuality shows professionalism.
• Greet people upon entering the office to create a positive work environment.
• If calling someone, ensure you have a definite purpose to avoid wasting time while on the phone.
• Greet the receiver of your call and be polite as you identify yourself.
• Behave appropriately during office parties and avoid excessive drinking.
• Doing so could risk acting inappropriately which could create a negative impression.
• Show respect and appreciation to other people and their culture.
• Following the company's policies is a showing of professionalism.
• Employees should verbally express that they appreciate a person's work.

Etiquette in Public Places

• In the street, do not act as if you own the whole street.
• On the bus, men must be courteous to women, especially those who are pregnant, elderly or disabled.
• Riding a train offers convenience, but this offers inconvenience when the passengers are pushing each other just to get insidecausing someone to get hurt.
• In a restaurant, industry professionals must practice good conduct.
• Men should act like gentleman.
• Man should precede the woman and lead her to her seat.
• Man should pull the chair for the woman unless there is a waiter to do it
• In a cinema, be considerate and avoid talking too loud.
• At church, people should wear appropriate attire, and avoid wearing sleeveless shirts and short dresses.
• As much as possible, conservative attire must be worn.