Nonverbal Communication - You never get a second chance to make a first impression. The first impressions dominates over other contexts in conversations and never entirely fades away First impressions are made in the first 1 - 7 seconds of meeting someone Be aware of your body language and what its saying

1. NONVERBAL
COMMUNICATION
KINESICS
the study of body movements involved in communication

2. HISTORY
• The first known experts to consider aspects of body language were the
ancient Greeks, notably Hippocrates and Aristotle
• In 1872 Charles Darwin could be regarded as the earliest expert to have
made serious scientific observations about body language
• In 1950 Dr. Ray Birdwhistell established the modern concept of Kinesics
• Only as of 1971 has Kinesics become a field of academic study, with only
a handful of experts available in the world today

3. WHAT IT MEANS TO OUR CUSTOMERS
You never get a second chance
to make a first impression
• The first impressions dominates over other contexts in conversations and
never entirely fades away
• First impressions are made in the first 1 - 7 seconds of meeting someone
• Be aware of your body language and what its saying

4. WHAT IT MEANS TO YOU
• No body movement in itself has a precise meaning, but as part of a group
they can shed light on the subconscious and inner thoughts of an individual.
• No single motion ever stands alone and is always part of a group. So by
seeing the group and knowing the meanings one can reveal the underlying
truth in almost any situation.

5. NONVERBAL COMMUNICATION
• 7-38-55 rule is not true!
• BUT non-verbal clues are very important and do have a great affect in
communication
Notes:
7% is the words we say, 38% is the way we say it (tone), and 55% is body language
The "7%-38%-55%" rule is based on two studies reported in the 1967 papers from Albert Mehrabian
that were merged and misinterpreted.

6. ABILITY TO READ BODY LANGUAGE
• Allows you to ask smarter questions
• Direct a conversations, influence responses
• Be aware of sensitive topics
• Predicting when you might risk breaking trust
Notes:
The US Government spends millions of dollars every year analyzing body language of dignitaries.

7. BODY LANGUAGE

8. HEAD
When in a conversation and they nod three or more times in agreement to what
is being said and they have interest, if they nod only once you are starting to
loose their interest.

9. HEAD
Yes/No – the subtle movements of the head no when saying yes means no
Charlie Gibson Interviews Sarah Palin

10. SMILE
The smile is in the eyes
(squinting of the eye
is genuine smile)
A true smile is also momentary
and not pasted on for extended
moments of time

11. EYES
• A brief touch of the eyes during a conversation is a clue that the person has
a negative perception of what is being said.
• A slowed eye blink shows a negative emotion or displeasure to what is being
discussed (normal is 6-8 eye blinks per minute)
• The pulps will dilate when they hear something they
like and restrict when it’s something they don’t like.

12. EARS
Scratching the ears shows loss of interest in what you are saying.

13. NOSE
Rubbing the nose could mean that their telling a lie or upset with you or what
you are saying

14. MOUTH
If they run their tong over their teeth it is a sign of aggression or upset
Touching the mouth with hand or finger while talking indicates there is
something they wish not say
Pursed lips might be an indicator of disapproval or distrust

15. NECK
• Touching the front of the neck may indicate concern about what the person
is saying. This may because they are lying or uncomfortable with what they
are saying
• Scratching the neck is a signal of doubt or uncertainty

16. HANDS
• If they are talking and gesturing with their palms up they are open to new
ideas. If gesturing with palms down they have a strong opposition and may
not be so flexible.
• Stashing the hands in the lap, pockets, or holding them
behind their back are movements of deceit, the person may
be telling you one thing, but you’re probably not getting the
whole story.

17. ARMS
Be aware when their arms are crossed and loose, the receptiveness to what is
being said goes down by 40%
Uncrossing your arms will also increase your memory retention by 38%
Notes:
If the arm are crossed and loose and the head is tilted back a touch the recipient has lost interest in the pitch

18. BODY
People lean forward when they hear something they like and away in
conversations on things they don’t like.

19. CHEST
• If they puff up their chest they are animate about what they are saying or
interested in what you’re saying
• If they slouch or lower their shoulders you’re loosing their interest in
what’s being said

20. SKIN
Their skin will get flush when speaking if they are trying to mislead you

21. LEGS
When standing and they shift their weight to one leg they are losing interest.
If siting and the legs are crossed at the knees the person is reserved, nervous,
or defensive (look for other body positioning for clarity)
If crossed at the knee and ankle then the listener is preparing to be
argumentative or competitive

22. ANKELS
• When sitting if their ankles crossed they are hesitant.
• When sitting with their feet up under the chair they are not going to be
very concessive.
• The person with their feet out in front of their chair is going to be a leader
within the group

23. FEET
• When standing and their feet are pointing at you they are interested in
what you are saying.
• When standing with one foot behind or off to the side with their toes
pointing outward they are not really interested in what you are saying.

24. RANDOM MOVEMENTS
• If movements are led by the right side of the body what is being said is true.
If lead by the left side it’s false.
• Restrained hand gestures during a conversation depict someone starting to
mislead you.

25. THE HAND SHAKE
When going to shake hands, if fingers are apart they are uncomfortable in the
situation, if hand is cupped they could be untrustworthy. The ideal handshake
is strait hand and fingers closed (with eye contact).

26. THE HAND SHAKE
• When shaking hands step forward with your left foot, this enables you to
counter power handshakes with a supportive move

27. How To Achieve Positive Results
• If you can get the customer to be in a power posture for two minutes their
potential to purchase from you will go up 20%
Notes:
True nonverbal communication is
achieved when you hear with your
ears, look with your eyes, and
listen with your gut.