Business English

Lesson 4:
Non-verbal cues

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Non-verbal cues
Non-verbal cues form a significant part of our
communication, some say as much as 90%!
Non-verbal cues include:

Facial expressions
Posture
Gestures
Eye contact
Vocal characteristics (Tone, Speed, Volume)
Personal space

While some non-verbal cues are involuntary (i.e. happen

subconsciously), others can be controlled and used to
reinforce effective communication
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Facial expressions
What are the interpretations of the following
non-verbal cues?

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Posture
An open posture (legs uncrossed, hands not
touching, elbows apart etc.) usually signals
interest and receptiveness
A closed posture (arms and legs crossed, clasped
hands etc.) may signal disinterest or discomfort
Leaning in towards a speaker may indicate
interest and encouragement, while leaning away
may signal the opposite
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Gestures
Use of hand gestures can reinforce a message when used
appropriately
for example, a thumbs up while saying well done) can reinforce a
positive message
however, the interpretation of some gestures can vary drastically
across cultures be careful not to cause offense!

Nodding signals positive reinforcement for the speaker and indicate

understanding while tilting the head from side to side may indicate
flippancy or immaturity
Some involuntary gestures that can seem unprofessional and signal
nervousness and anxiety include:
Nail biting
Lip biting
Knuckle cracking
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Eye contact
Maintaining eye contact signals interest and
attentiveness, as well as confidence
Not maintaining eye contact is usually a sign of
disinterest or lack of confidence
Frequently shifting eye contact may be disruptive
to communication
Cultural factors as well as personality (e.g.
shyness) also have a role to play in eye contact
Hold eye contact for comfortable periods of time
without seeming shifty and fidgety!
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Vocal characteristics
A high volume may demonstrate aggressiveness
while a low volume may demonstrate diffidence
either may be uncomfortable for listeners,
depending on the situation
Use a varying pitch to emphasize specific words
and phrases and keep listener interest
Speak at a steady, comfortably speed that allows
you to enunciate clearly
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AV input
Evaluate the following speakers on all 4 nonverbal cues:
http://www.youtube.com/watch?v=uhiCFdWeQfA
http://www.youtube.com/watch?v=44oel0peahU

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