The document discusses effective non-verbal communication. It notes that over half of messages are carried through non-verbal elements like body language, gestures, and vocal tones. Different cultures have different non-verbal communication norms. Non-verbal communication can complement, contradict, or substitute for verbal messages. It also discusses projecting a powerful image through non-verbal qualities like eye contact, handshakes, posture, and enthusiasm. Proper non-verbal communication is important for making strong first impressions and developing rapport.

1. Effective Non Verbal
Communication Development
Presented by Sugiharto, SH. MM
© SUGIHARTO, SH.MM GICI Business School

2. Messages expressed by
non-linguistic means
Silent Behaviors
Environment
Artifacts
Vocal Intonation
a powerful mode of
communication
© SUGIHARTO, SH.MM GICI Business School

3. Is it possible to
communicate
without words?
Studies show that over half of
your message is carried
through non-verbal elements:
The Appearance
Body Language
Expression
Gestures
Posture
The tone and the pace
of your voice
© SUGIHARTO, SH.MM GICI Business School

4. All Behavior has
Communicative Value
Because we “cannot not communicate”
May be intentional, but is often unconscious
Although we’re always sending messages
through our non-verbal, these messages aren’t
always received
We especially pay attention to non-verbal when
they contradict verbal communication
© SUGIHARTO, SH.MM GICI Business School

5. Nonverbal Communication
is Primarily Relational
Responsiveness
People in lower-power positions tend to be better at
reading non-verbal.
Positive or negative feelings about others
Power
For identity management. In defining our
relationships (e.g., level of intimacy). For
expressing emotions we don’t want to express,
can’t express, or don’t know we’re feeling.
© SUGIHARTO, SH.MM GICI Business School

6. Non-verbal
Communication
is Ambiguous
The same nonverbal can have multiple
meanings
SMILE – can have multiple meanings
that different cultures have different
rules about non-verbal.
© SUGIHARTO, SH.MM GICI Business School

7. Non-verbal
Communication
reflects Cultural Values
Different country will have different
customs of non-verbal
communication
© SUGIHARTO, SH.MM GICI Business School

8. The Interplay Between
Verbal and Nonverbal
Communication
Repeating
Your non-verbal simply repeat what you’ve said
Substituting
Your non-verbal replace language (e.g., nodding)
Complementing & Accenting
Your non-verbal add depth and meaning to your
language
Regulating
Your non-verbal help regulate the conversation
Contradicting
You say one thing, but your non-verbal say
another
© SUGIHARTO, SH.MM GICI Business School

9. First Impressions Make the Difference
First impressions provide vital
signals to clients and prospects.
In the world of marketing
services, visual signals are
shortcuts that influence buying
decisions about your service or
firm.
First impressions happen every time we initiate the communication
Before someone processes our verbal messages :
First impression has taken in our appearance
Registered our enthusiasm and sincerity
Noted our tone of voice and processed all into
nonverbal message
© SUGIHARTO, SH.MM GICI Business School

10. If this message reinforce the content of verbal
one, it means we send a powerful message
If the two messages do not match, they may
cancel each other and that means no
messages delivered.
Non Verbal Communication
Nonverbal communication part of this training is for learning how to create a
powerful non-verbal message that will support your verbal content
© SUGIHARTO, SH.MM GICI Business School

11. Non Verbal Communication
DECEPTION
Non-verbal are under less conscious
control, so deception is more likely to
be revealed through our non-verbal
High self-monitors and people who have
lots of practice in deception are most
successful at it
“Deceivers” tend to make more speech
errors, to hesitate, to have higher vocal
pitch, to fidget, blink their eyes more,
and shift their posture more
© SUGIHARTO, SH.MM GICI Business School

12. Different Types
of Non-verbal
Communication
Presented by Ugik Sugiharto, SH. MM
© SUGIHARTO, SH.MM GICI Business School

13. Different Types of Non -verbal Communication
Silence
Can communicate contentment,
awkwardness, anger, respect,
thoughtfulness, empathy. Can also
be disconfirming
© SUGIHARTO, SH.MM GICI Business School

14. Different Types of Non -verbal Communication
Space / Proxemics
Intimate distance
Personal distance
Social distance
Public distance
Barrier behaviors and territory
© SUGIHARTO, SH.MM GICI Business School

15. Different Types of Non -verbal Communication
Time / Chronemics
Our use of time reflects:
Power / status
Cultural norms
Expectations
Interpersonal
priorities
© SUGIHARTO, SH.MM GICI Business School

16. Different Types of Non -verbal Communication
Physical Appearance
We tend to notice obvious things first
(gender, race), then note attractiveness
Physically attractive people
generally are perceived better
Importance placed on physical
appearance can be very damaging
It’s what we do with it
that’s most important
© SUGIHARTO, SH.MM GICI Business School

17. Different Types of Non -verbal Communication
Artifacts
Include clothing, jewelry,
personal belongings,
accessories, etc.
All are Important part of
first impressions
Communicate economic level
Educational level
trustworthiness
Social position
Level of sophistication
Economic background
Social background
Educational background
Level of success
Moral character
Masculinity / feminist
© SUGIHARTO, SH.MM GICI Business School

18. Different Types of Non -verbal Communication
Environment
Communicates something about you
We surround ourselves with things that are
important/meaningful to us.
Use artifacts to define our territory.
Can influence interactions
How people use an environment
communicates something about them
© SUGIHARTO, SH.MM GICI Business School

19. Effective Non Verbal
Communication Development
in Business Communication
PROJECTING
POWERFUL
IMAGE
Presented by Sugiharto, SH. MM
© SUGIHARTO, SH.MM GICI Business School

20. PROJECTING
POWERFUL
IMAGE
How would like the sound ?
How would like to look ?
How did you look and sound ?
Projecting an image that is consistent with the person you want to
be significantly improves your ability to develop trust & rapport
© SUGIHARTO, SH.MM GICI Business School

21. PROJECTING
POWERFUL
IMAGE
Image can be critical to your success
It is definitely a key element
of communication
It is irrational but people mostly
judge the book by the cover.
They expect a totally different
image from an executive and a
rock musician
Business world expect neat,
clean, energetic look which
reflects that he / she is
ready to work
© SUGIHARTO, SH.MM GICI Business School

22. PROJECTING
POWERFUL
IMAGE
The first impressions you project
The depth of your knowledge
The breadth of your knowledge
Your enthusiasm
Total Image
consist of:
© SUGIHARTO, SH.MM GICI Business School

23. PROJECTING
POWERFUL
IMAGE
Eye Contact
The first impressions you project
Monotone and weak voice, poor
vocabulary. Cold, limp handshake,
Lower quality, with inappropriate
colors, messy dressing style, dirty
shoes, Seldom eye-contact, Poor
posture, bad hygiene
Voices
Dress & grooming
Creates a barrier
Handshake
Body posture
© SUGIHARTO, SH.MM GICI Business School

24. PROJECTING
POWERFUL The first impressions you project
IMAGE
Positive first
impression make
communications much
easier and more
comfortable
Negative first
impressions can cut
off a relationship
before it gets started
Many people give up rather than trying to reverse
the other people’s negative impression
© SUGIHARTO, SH.MM GICI Business School

25. PROJECTING
POWERFUL
IMAGE
As a part of
your image
Depth of Knowledge
in the area of expertise
Learn your job
How well you know
your subject
Learn the company
Does the depth of your
knowledge project
credibility and command
respect from your
employees or do they say
“I could do her job as well
as she can”
Learn the industry
The firm’s policy
Learn the personnel
© SUGIHARTO, SH.MM GICI Business School

26. This area deals with your ability to
converse with others in fields of
outside area of expertise.
PROJECTING
POWERFUL
IMAGE
The Breadth of Your Knowledge
The latest development in world events
Popular books and movies
By increasing the breadth of
your knowledge, you will be able
to develop rapport with others.
Different areas of interest
The latest popular technologies
The latest trending topics
Research has shown that the
more people have in common,
the better they like each other
For increasing breadth of your
knowledge it is recommended:
to spend the non-productive
time as mind feeding and
interacting with others
© SUGIHARTO, SH.MM GICI Business School

27. PROJECTING Most people like to work with others who
POWERFUL
are enthusiastic about their work
IMAGE
Enthusiasm
Enthusiastic people seem to work harder, longer and
more accurately than those who are not enthusiastic
Enthusiasm is a
projected behavior
to others and make
the others
enthusiastic
© SUGIHARTO, SH.MM GICI Business School

28. PROJECTING
POWERFUL
IMAGE
The response you receive
from the world around you
is a measure of your
success in interpersonal
relations
Every word, gesture,
expression an impression is
being seen and evaluated
From the beginning to the end of every transaction
with another person, you are on the stage
© SUGIHARTO, SH.MM GICI Business School

29. MANAGER
SUPERVISOR A
ASSISTANT A
WORKER A1
WORKER A2
SUPERVISOR B
SUPERVISOR C
WORKER B1
WORKER C1
WORKER C3
WORKER B2
WORKER C2
WORKER C4
WORKER B3
Vertical communication
WORKER A3
Horizontal communication
Network communication
Business Communication by Krizan, Merrier, Logan and
Williams, 7th edition © 2008, Thomson, South Western
© SUGIHARTO, SH.MM GICI Business School

30. Vertical communication
Messages flow
upward or
downward along a
path referred to
as the “chain of
command.”
Policy
Statements
Reports
Proposal
Plans
Directives
Instructions
© SUGIHARTO, SH.MM GICI Business School

31. Horizontal communication
message flow occurs
between workers or units of
comparable status who need to
share data or coordinate
efforts.
Network communication
information flows freely among
those who have a link that goes
beyond the participants’ role or
unit within the organization
Regardless of the direction in which it flows,
communication may have a formal, an informal,
or a serial pattern.
In this section, formal and informal refer to the
nature of a communication, not the writing or
speaking style used to convey a message.
© SUGIHARTO, SH.MM GICI Business School

32. THANK YOU FOR LISTENING
2nd Meeting
Effective Non-Verbal Communication
Business Communication
Presented by
Sugiharto, SH. MM
STIE GICI Business School
October 2013
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© SUGIHARTO, SH.MM GICI Business School