Page 45 - FLL Virtual Binder 2018

Non-Verbal Communication
While the words we use are very important, the non-verbal aspects also communicate a message. Be aware of your non-verbal messages to ensure you’re communicating what you intend to. Your beliefs and attitudes will surely affect your behaviours, gestures, facial expression and tone of voice. To build trust, ensure your non-verbal communication is consistent with your verbal communication.
Four Aspects of Non-verbal Communication
1. Expression of Words
• Vocal quality reflects your attitude, sincerity, enthusiasm, and knowledge of the topic being discussed
• Controlling your voice helps you maintain listener’s attention
2. Eye Contact
• Positive eye contact shows you’re interested and engaged
• Negative eye contact may demonstrate lying, disinterest or fear
3. Facial Expressions
and Head Movement
• Positive facial expressions will engage your listeners and reinforce your verbal message.
• Negative facial expressions communicate your disinterest in the conversation or person and contradict your verbal message
4. Body Movement
and Gestures
• Your body language influences how people perceive you
• Be aware of the ‘personal space’ of others
Positive Body Language
Negative Body Language
• Open arms and hands – open and receptive
• Crossed arms - closed and defensive (or just cold)
• Crossed arms and legs - closed
• Hands inside the pockets - feels uncertain or suspicious
• Maintains direct eye contact and relaxed smile – interested and comfortable with you; open and receptive to you
• Downcast eyes / face turned away - not interested in what you are saying
• Limited or no eye contact – lying, uninterested, too confined, uncomfortable, distracted
• Tension in brow – confusion, tension, fear
• Palm of the hand holding or stroking chin –thinking
• Rubbing or touching nose when answering a question - not telling the complete truth.
• Hands on hips - receptive and ready to help out
• Tapping fingers – agitated, anxious, bored
• Fidgeting with hands or objects (i.e., pen) – bored or has something
to say
• Fingers interlocked and placed behind the head leaving elbows open– very open to ideas, comfortable
• Rubbing / touching back of head or neck – not interested in conversation
• Looking at computer screen or wearing earphones – not fully attending
• Leaning forward with arms unfolded – interested and encouraging
• Leaning back in chair with arms folded across body – thinking / evaluating position, feeling superior or closed
• Moves body and sits with feet and body pointing towards a door - wants to end the conservation and leave the room.
• Relaxed posture - interested in what you are saying
• Rigid body posture – anxious, uptight rigid posture with chin held up; challenging your authority / expertise Shaking one leg while sitting - feeling nervous or uncomfortable
• Shoulders hunched forward or stooping with head bowed – lacking interest or confidence
Front Line Leadership Module: Communicate to Lead
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