Avoid isolated interpretation: Clusters / age / context / status

Transcription

1 NON VERBAL COMMUNICATION IN BUSINESS BASIC CONCEPTS Avoid isolated interpretation: Clusters / age / context / status Practice intensive observation: We are so concentrated on what people say that we miss crucial information. Eg: Arm-crossing Eg: Tourist information desk (50% did not detect) 1

2 Video: Awareness Test IMPORTANCE (i) Fetal stage: Parents voice; facial expression (Dawn Syndrom) Before 2: Smile, eye contact, cry, Sounds>Gestures>Language Darwin(1872): The expression of emotions in Man & Animals. Hieroglyphic writing= Gestures 2

3 IMPORTANCE(ii) To what extent the body, voice and words communicate attitudes? 38% Mehrabian,A (1968) 7% 55% NO VERBAL VERBAL VOCAL COMPONENTS COMUNICATION STRUCTURE (Poyatos,1994) What we say: Verbal (It stinks) How we say it: Vocal ( Aj ) How we move it: Corporal (Close nose with fingers) Dependence: Verbal is never independent 3

4 COMPONENTS NON HUMAN Objects: Clothes, car. Environmental: Archiquecture (your house; corporate HQ) decoration, light, colour (red at hospital?) HUMAN Anatomic (lasting/non-lasting) Paralinguistic (Voice and Silence) Kinesics (Gestures) Proxemics (Use of space) COMPONENTS: Anatomic (i) Race, age andsex, g Height Skin Hair Body stereotype Facial stereotype 4

5 COMPONENTS: Anatomic (ii) BODY STEREOTYPES ENDOMORF (FAT) Calm Nice Friendly Collaborative Generous Sociable Tolerant Understanding MESOMORF (MEDIUM) Brave Competitive Energetic Impulsive Independent Optimistic ECTOMORF (THIN) Anxious Reflexive Considerate Diplomatic Meticulous Sensitive Tense Timid COMPONENTS: Anatomic (iii) FACIAL STEREOTYPES FEMENINE MASCULINE FEATURES ROUND: Open. ROUND:Optimistic Eyelids: OVAL: Calm. SQUARE:Determined. OVAL: Self-confident SQUARE: Determined Fallen=Serenity western image Eyebrows: Thick= Strength Lips: RECTANGULAR: Athletic Thick=Sensual TRIANGULAR:Reserved Finos= Frialdad Chin TRIANGULAR:Intelectual RECTANGULAR:Dinamic Prominent= Aggressive Cartoonist 5

6 COMPONENTS: Paralinguistic (i) Your voice is to communication what music is to a song Sounds (nervous cough, belch- compliment to USA Indian people) Quasi-lexical elements (Tss, Ay,) Pauses, silence (Asian cultures) VOICE Female: Strong and deep= Strong character COMPONENTS: PROXEMICS (i) Edward Hall, an American anthropologist, invented the term proxemics at the beginning of the 60 s Correlates with population density of place of birth Personal Space Intimate 15-46cm Personal 46cm-1.2m Social m Public over 3.6cm 6

7 COMPONENTS: PROXEMICS (ii) Invasion of intimate zone : A friend, relative, couple An intruder: Hostility or attack Reaction to invasion: Blood pressure=hear beating A RIDDLE: Where are you? You try to locate in the corner of the place You keep silent with a poker face You do not move You avoid eye-contact with the others VIDEO : PROXEMICS 7

8 COMPONENTS: PROXEMICS (iii) Location on a negotiation table: COMPONENTS: PROXEMICS (ii) HAPTICS: The power of touch Waitress Research: Touching the customer hand smoothly when giving the bill = More tips Telephone Box Research: 23% recognized having the coin Touching elbow 3 ss = 68% admitted The elbow is considered to be public space and generates a temporary link between people 8

9 COMPONENTS: Kinesics (i) Kinesics (greek word) = Movement Body Movements (conscious and subconscious) Open palms = sincerity Eye-Contact Evasive (lack of confidence) Smile Open jaw= Frank, Good-Hearted (Clinton) Eg: Telephone box research VIDEO 3: Smile- Wedding 9

10 SMILE Fake or Genuine? SMILE ON-LINE TEST: manbody/tv/humanmind BODY LANGUAGE IN NEGOTIATIONS GREETING DECEIT EMPATHY 10

11 VIDEO : GREETING HANDSHAKING VERSUS BOWING GREETING: HANDSHAKING 11

12 HANDSHAKING STYLES Technique to control an agressive handshake Step ahead HANDSHAKING STYLES Mohamed Benaissa y Ana de Palacio (Faro de Vigo, ) 12

13 HANDSHAKING STYLES GLOVE= Politician handshake. The initiator tries to transmit friendliness & honesty but provokes the reverse effect on the receiver. DEAD-FISH= Cold & clammy hand. Weak character KNUCKLE-GRINDER= Tough guy. Stubborn OTHER: Limpet, Concave 13

14 DECEIT DECEIT MOUTH GUARD: Lying or concealing sthg. It can also indicate desguised disagreement. NOSE TOUCH: Insecurity, lack of knowledge, lying. When listening, it indicates respect and interest. Variation of the mouth guard EYE-RUB: Avoiding eye-contact. Lying. 14

15 VIDEO : DECEIT FRUSTRATION EAR-RUB: Attempt to hear no evil because one doesn t believe it or disagrees to it. NECK SCRATCH: or speaking. Uncertainty, doubt, both when listening COLLAR PULL: Frustration. One needs air because is nervous or has lied. Blood presures increases when lying and provokes stich in the neck. 15

16 BOREDOM & EVALUATION BOREDOM: The listener use the hand to support the head IMPATIENCE: Drumming fingers on the table; tapping feet on the floor. EVALUATION: Hand resting on cheek with finger pointing upwards. If the thumb supports the cheek is negative evaluation. DECISION-MAKING: Chin-Stroking 16

17 BARRIERS 17

18 LEG GESTURES (i) Standard crossing: Right on left. Leg+arm barrier = less attention. American crossing: Competitive attitude; Argumentative. Arm locking = stubborness 18

19 LEG GESTURES (ii) Towards the interlocutor: Good atmosphere Opposite the interlocutor: Reservations Moving feet: Insecurity; anxiety EMPATHY 19

20 VIDEO : MIRROR NEURONES EYE GESTURES (i) Gaze is the most important sense Avoidance of eye contact decrease credibility On speaking we keep contact 40-60% ; listening= 80% Dilated pupils = Interest / Contracted = Lie Standard winking= 10 per minute / Over 50 = Lie 20

21 EYE GESTURES (ii) Head down- Eyes up= Submission- Childish look (Diana) Eyebrows down = Dominance-Aggression Eyebrows up= Flash = Social Greeting (Except Japan) UPWARDS LEFT: Past-oriented. Recalling a past exeperience. UPWARDS RIGHT: Future-oriented. Creativity. Searching for a solution. LOOKING DOWN: Frustration; insecurity; Internal dialogue CULTURAL DIFFERENCES 21

22 UNIVERSAL OR CULTURAL? Paul Ekman (2003) Emotions Revealed Pi Primary emotions are universal:happiness, i Sadness, Fear, Surprise, Anger, and Disgust. Display rules are cultural: Who can show which emotion to whom and when they can do so. Eg: Surgery Films Research Symbolic gestures (Emblems) are culture specific: Head shake for NO (In Bulgary is YES); OK sign HIGH CONTEXT CULTURES High context: Indirect & Ambiguous. The message is to a large extent transferred through non verbal channels (gestures, voice, pauses, silence, ) Mediterranean, Central European, Latinamerican, Asian, African, Arab Low context: Messages are transferred mainly verbally and must be explicit and direct. Northamerican, British, German, Swiss, Nothern European 22

23 PROXEMICS: Desmond Morris Elbow distance: Spain, France, Italy, Greece Wrist Wit Zone: Eastern Europe (Poland, Hungary, Romania). Fingertips Zone: United Kingdom, United States, Germany, Holland, Belgium, Scandinavian Countries PROXEMICS: Haptics Contact cultures: Arab, Latinamerican, Mediterranean, African, Israel and Afro American. Non-contact cultures: German, British, Northamerican, Japanese, Asian, and Hindu. (Social distance USA: cms) Eg: Amount of touching among men in a coffee-bar: Puerto Rico: 189 times per hour Paris: 80 Miami: 2 London: None 23

24 KINESICS Smiling: Rusia= Too much = Superficiality Japan= Avoid in public (specially women) China = Embarrasing situation Eye-contact: High- contact: Mediterranean Low-contact: Nothern Europe, Asia (Respect) VIDEO : SMILING in JAPAN 24

25 KINESICS (Peter Collet) GESTURING: Low: Nordic (Swedes, (Swedes Norwegian, Norwegian Finns and Danes) Middle (when excited): British, German, Dutch, Belgians, Russian High: Mediterrenean Spain, Greece) z (Italy (Italy, France France, Portugal Portugal, Emblem for crowded : Stiff arms (USA,UK); Fingers closed upwards (Spain); Japan: none (Alvarez, G) Calderón (México) / Yukio Hotoyama (Japón) Vladimir Putin (Rusia) / Wen Jiabao(China) Para comentar. Mahinda Rajapakse(Sri Lanka)) Junichiro Koizumi (Japón) / Wen Jiabao(China) 25

26 HANDSHAKING: USA & UK VIDEO :PRIMITIVE GREETINGS - India 26

27 VIDEO 9:Kenia-Mali-Morocco-Turkey VIDEO (a): Arab and British 27

28 VIDEO (b) : Arab & British 28