BUSINESS ETIQUETTE AND

PROTOCOL
GROUP PRESENTATION

PRESENTED BY-
ROHIT PANDEY
PULKIT MEHTA
SHAINA GUPTA
PREETI ARORA
YUVRAJ SINGH
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NON-VERBAL COMMUNICATION

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 Non-verbal communication
 “Messages expressed by nonlinguistic means.”

 Includes silent behaviors, environment, artifacts, and vocal intonation.

 Is a powerful mode of communication

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 koppact
 Sub-disciplines or also known as “KOPPACT” of non-verbal communications are:-

 Kinesics(K)

 Occulesics (O)

 Paralanguage/Paralinguistics (P)

 Proxemics (P)

 Artifacticas (A)

 Chronemics (C)

 Tactilics (T)

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 Kinesics
 The different ways in which people move their bodies that include postures,
gestures, head nodes and leg movements, are called Kinesics.

 Gestures have been classified into three categories: Emblems, Illustrators and
adaptors.

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 Emblems
These have direct verbal translations, like nodding of head for ‘yes’, shaking
the head for ‘no’ or waving hand for “hello” or saying “bye-bye’. They are
used in place of words.

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 Illustrators
 These gestures naturally accompany our speech and accentuate what we say.

 These gestures have a dramatic effect.

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 Adaptors
 These are unconscious movements of body that originate from the nervous state of
our mind.

 In an interview, when the candidate is nervous or uncomfortable with the questions

asked, she/he may unconsciously crack knuckles, shake legs, or tap the foot.

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 Occulesics
 This is the science of the movement of our eyes and of facial expressions.

 It is claimed that in the science of body language, there are 7,50,000 signals ,
of which 15,000 come from the face alone.

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 The power of eyes
 Staring Eyes- too much eye contact that either shows superiority or lack of respect.

 Too little eye contact- has multiple interpretations like dishonesty, impolite, etc.

 Withdrawal of eye contact- considered as sign of submission.

 Frequently looking away at people from a distance- generally an extrovert’s

behaviour.

 Scarcely looking at a person when in close proximity- generally an introvert’s

behaviour.

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 Face
“You can read his face like an open book” is a common remark made about
people whose facial expressions show a lot of transparency of expressions.

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 Paralinguistics
 Consists of vocal tone, speed, pitch, volume, number and length of pauses, and
disfluencies (“um”s, “ah”s), etc.

 Paralanguage tends to be more powerful than language.

 Affects how other’s perceive us- Stereotyping (e.g., accents, vocabulary, grammar).

 Influenced by culture, gender, class (intentionally or unintentionally).

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 Proxemics
 Its is the study of the distance between people and objects.

 It is also referred as science of space.

 Intimate distance

 Personal distance
You are here

 Social distance

 Public distance

Barrier behaviours and territory

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 Artifactics
 Include clothing, jewelry, personal belongings, accessories, etc.

 Communicate economic level, educational level, trustworthiness, social position,

level of sophistication, economic background, social background, educational
background, level of success, moral character, masculinity/femininity

 Important part of first impressions

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 Chronemics
The concept of time and its impact on people is the science of Chronemics.

Our use of time reflects:

Power/status

Cultural norms

Expectations

Interpersonal priorities

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 Tactilics
 Tactilics is the science of touch language.

 It includes touching self, others, and objects.

 Research shows two kinds of touch language”

 Bodily Contact

 Touching with hands

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 9 types of non verbal
communication used by
professionals
Nonverbal communication plays a key role in lots of professions too, including…

Trading signals
Morse code
Wearing a rank specific uniform
Use of flags
Service and Regiment specific
Signing used by referees
Tic-tac- used by on-course betters on uniforms
Wearing a uniform of any kind
horses in the UK
Size or site of an office

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 Non verbal communication
skills for selling
 When selling to customers, your non-verbal communication skills - such as
active listening and interpreting non-verbal cues are just as important as what
you say.

 Developing these skills will help you understand what your customers want,
so you can offer them the most suitable products and services.

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o Listening Skills:

Listening to your customer to discover their needs helps you suggest

appropriate products or services to meet those needs. Active listening is the
process of confirming what you think your customer has said, and meant, by
observing their verbal and non-verbal cues.

o Understanding Non Verbal Cues:

Interpreting your customer's non-verbal signals and behaviours allows you

to read their attitude and better understand their needs. Projecting the right non-
verbal cues yourself can help your customer feel at ease.

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THANKYOU.

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