NON-VERBAL COMMUNICATION AND BUSINESS Looking down suggests the person is not

ETIQUETTE confident or may not know how to express

their opinions. Respect cultures where direct
At first, this might seem like a simple task. If non means "not" eye contact is considered rude.
and verbal means "words," then nonverbal communication 2. EYE CONTACT
appears to mean "communication without words."  Eye contact is one of the most powerful
Common Types of Nonverbal Communication in Business communicators known to man
 In western cultures, maintaining constant
Body Movement - Body movement or gestures, including eye contact communicates 'l am listening'
small and unintended movements may mean something to and 'you have my undivided attention'.
other people.  As a professional, you need to attune
yourself to different cultural customs when
Physical Appearance - Physical appearance also means a lot.
dealing with people from various ethnic
Are you dressed formally or informally, neatly or sloppily?
backgrounds. Pacific Islanders and
The color of your attire also sends out a message.
Aboriginal people, for example, demonstrate
Voice Qualities - Your voice can mean boredom, excitement, respect by looking away or down from the
doubt, certainty etc. person they're communicating With.

Time - The time spent to communicate may also be You have mastered the art of effective facial communication
interpreted in many ways. Example: When one spends only a when you can maintain a warm, friendly facial expression
minute or two, it may be interpreted as rushing or in hurry and even when confronted With someone who irritates or
this could further mean either urgency or the communication challenges you. Refraining from using negative expressions
is unimportant. like rolling your eyes, scowling, or even worse, yawning, is
the hallmark of a professional.
Touch - Touch communicates a lot. But this is something that
should be avoided in the workplace. 3. Gestures
 Gesture is a movement of part of the body,
Space and Territory- Space and territory includes one's especially a hand or the head, to express an
position and distance while communicating with someone. idea or meaning.
 Gestures can be used to: emphasize a point
1. BODY MOVEMENT
(eg pointing to a wrist watch to suggest time
 By far, the most expressive part of your
is running out)
body is your face — especially your eyes.
 illustrate a point (eg creating a shape with
Research shows that receivers tend to be
your hands or miming an action)
quite consistent in their reading of facial
communicate a desired action (eg motioning
expressions. In fact, many of these
to a chair inviting someone to sit down).
expressions have the same meaning across
 Gestures can also be used negatively. A
different cultures.
person anxious for a meeting to finish, for
 Eye contact and eye movement tells you a
example, may begin to tap one foot in
lot about a person, although maintaining eye
frustration, yet be unaware of their action.
contact with the person to whom you're
 Your challenge will be to keep 'unconscious'
speaking is not perceived as important (or
gestures
even polite) in some cultures.
 At all times your facial expressions and
 Body stance (posture, placement of arms and
gestures should match the meaning of your
legs, distribution of weight, and the like) is
words.
another form of nonverbal communication.
4. Posture
 For example, leaning slightly toward the
 Good posture communicates, "l am listening
person with whom you're communicating
and paying attention."
would probably be taken as a sign of interest
 How you hold yourself communicates your
and involvement in the interaction. On the
level of confidence. An upright, strong
other hand, leaning back with arms folded
posture communicates 'l am confident and I
across the chest might be taken (and
am in control'.
intended) as a sign of boredom or defiance.
 A person who sits or walks with slumped
 If you roll your eyes, you might as well say,
shoulders, hands in pockets and looking
“I’m so over what you’re saying.”
downward suggests a lack of confidence or a
 Pleasant, direct eye contact is maintained by
low self-esteem.
looking at the area between the nose and
mouth and occasionally to the eyes.
  Similarly a person engaging in a  Dressing Appropriately
conversation with their arms folded suggests Let’s face it, most people form their impressions of
they are disagreeing, defensive or cold. us based on our appearance. Whether this is right or
 To project a professional image: wrong is not the issue, it's just a fact of life.
 wear smart casual or corporate
 Therefore, business dress etiquette is a part of
attire appropriate for the situation
building our executive presence and should be taken
 invest time into staying well
seriously. While what you do at work and how well
groomed
you do it is important, if you really want to climb up
 pay attention to your personal
the corporate ladder fast you've got to increase your
hygiene
visibility, build influence and enhance your executive
 Our culture places great value on physical
presence.
appearance. Television, newspapers, and magazines
are filled with advertisements for personal-care  Business dress etiquette is all about how you present
products, and the ads typically feature attractive users yourself. Your professional image says a lot about
of these products. Attractive people tend to be seen as you; so, if you want to learn all about "How to Dress
more intelligent, more likable, and more persuasive For Success In Business"
than unattractive people; in addition, they earn more
money.  Here are some excellent tips offered by
 Your appearance is particularly important for making Investopedia:
a good first impression. Although you may not be
 Always Adhere to the Dress Code
able to change some of your physical features,
Established by the Office Whether you are
understanding the importance of good grooming and
interviewing for a new position or just going
physical appearance can help you to emphasize your
into the office for another day of work, you
strong points.
should always adhere to the dress code that
5. VOICE QUALITY
has been mandated by the office. Smart
Voice qualities such as volume, speed, pitch, tone, and
options include suits, dress pants paired with
accent carry both intentional and unintentional
a nice blouse or shirt, dresses or the like.
messages. For example, when you are nervous, you tend
Additionally, you may want to opt for
to speak faster and at a higher pitch than normal.
classic business colors such as black, blue,
6. TOUCH
grey or white. While the quality of your
 Touch is the first sense we develop, acquired
work stands for a lot, your professional
even before birth.
image is just as important.
 Some touches, such as those made by a
 Maintain a Clean, Well-Groomed
physician during an examination, are purely
Appearance. You could be wearing an
physical; others, such as a handshake, are a
expensive, high-end designer suit, but if it is
friendly sign of willingness to communicate;
not clean, pressed and well fitted, you are
and still others indicate intimacy.
wasting your money. In the corporate world,
 Although touching is a very important form of
the amount of money you spend on your
business communication, it is one that most
wardrobe is not nearly as important as
people do not know how to use appropriately
presenting yourself in a clean, well-groomed
and effectively
image. To maintain a positive image in the
 The person who never touches anyone in a
workplace, a well-groomed appearance is
business setting may be seen as a cold and
very important.
standoffish, whereas a person who touches too
 Work Wardrobe Doesn't Have to be
frequently may cause the receiver to feel
Expensive. Many professionals are under
apprehensive and uncomfortable.
the illusion that a work wardrobe has to be
 Remember that touching behavior is very
expensive. You do not have to frequent
culture-specific. Many Asians do not like to be
high-end boutiques to purchase stylish
touched, except for a brief handshake in
clothing for work. Select some classic
greeting.
staples, and build upon your wardrobe little
 In much of Europe, men often kiss each other
by little. A strong corporate wardrobe can be
upon greeting; unless an American or Canadian
purchased without shelling out a lot of cash
business person is aware of this custom, he or
by shopping around for the best value, as
she might react inappropriately.
opposed to only selecting high-end name
DRESSING APPROPRIATELY brands.
 A Professional Approach to Casual
Fridays. A big mistake that many
 professionals make is dressing too casually cooperation, and foster understanding. It is
on casual Fridays. Do not let the name fool proactive, accountable and professional.
you. Typically, casual Fridays indicate a  Active Listening is demonstrated through
more relaxed dress code one day a week. paraphrasing and probing.
Some offices will allow you to adhere to a
business casual dress code, while others Paraphrasing - restating in your own words the
allow jeans with dressier accessories. Items message you thought the speaker had just sent,
that should never be worn on casual Fridays without adding anything new.
include sweat pants, sneakers, jogging suits, Example:
t-shirts or the like. Don't take the term too
literally; it's a pass to escape the business Boss: Hey, remember I told you I need you on
dress code for one day a week, and opt for a Saturday? Can you do that favor for me two weeks in
slightly less dressy outfit. It is important to a row?
appear professional and well- groomed, and
(to the boss) "So you need me both this Saturday
not look as if you are ready for a lazy day at
AND next Saturday? "
the beach.
 Business transactions in particular, require
 The Bottom Line. Dressing for success in business is
people to have a high sense of urgency not
quite simple when you adhere to a few simple rules.
to miss out on necessary information to get
Opt for classic professional pieces; maintain a clean,
work done. You are showing you are
well-groomed image and whenever you are unsure of
actively listening when you accurately
the dress code, over-dress rather than taking the
restate vital information to ensure a speedy
casual route.
resolution to a problem.
 Also, to gain a good impression in the business world  Paraphrasing is restating in your own
will not only be based on the way you dress. Proper words the message you thought the speaker
attitude; talking politely with proper gestures, body had just sent, without adding anything new.
movements are some of the major things one should Be careful to avoid parroting as this may just
consider. annoy your customer.
 Parroting - One who imitates the words or
actions of another, especially without
TELEPHONE BUSINESS COMMUNICATION understanding them; To repeat or imitate,
especially without understanding. In simple
LISTENING terms parroting means repeating exactly how
the message was said without understanding.
 Listening is more important than merely  Example of parroting:
hearing because: Bob: "Did you just see how she looked at
 We listen to obtain information that may be helpful to that guy?"
understanding bigger, more complicated concepts. Or Adam: "Did I just see how she looked at that
in this case, information to help resolve callers' guy?"
concerns.  Here are some examples on how to properly
 We listen to understand what seems to be unclear. paraphrase:
 We listen for enjoyment and relaxation. Boss. Hey, remember I told you I need you on
 We listen to learn. Saturday? Can you do that favor for me two weeks in
a row? 
ACTIVE LISTENING
Sales Representative: "So you need me both this
 To become a better listener, we need to practice Saturday AND next Saturday?" 
"active listening."
PROBING- Probing is asking relevant and effective
 Active listening is making a conscious effort to
questions to find answers to a problem
hear not only the words that another person is
saying but, more importantly, try to understand  Another way we can show that we are actively
the complete message being sent. listening is by asking clarifying questions, otherwise
 The ability to listen actively demonstrates known as probing. Callers often find it hard to be
sincerity, and that nothing is being assumed or detailed about their concern as they are focused on
taken for granted. Active listening is most often the emotion attached to the reason why they are
used to improve personal relationships, reduce calling (frustrated, angry, confused). It is the agent's
misunderstanding and conflicts, strengthen job to ask clarifying questions to get as much
 information as they could to make it easier for them Identify yourself properly by providing your name,
to resolve the caller's issue. company name and contact telephone number. When
calling a client or customer, whether in person or when
Telephone Etiquette leaving a message, make sure they know who they're doing
What makes up a good telephone conversation business with.

 Active listening Use your normal tone of voice when answering a call. If
 Observe telephone etiquette you have a tendency to speak loud or shout, avoid doing so on
 Profile the other party the telephone.
 Achieve the desired results Do not eat or drink while you are on telephone duty. Only
Telephone - an instrument for reproducing sounds into eat or drink during your coffee break or lunch break.
electrical impulses for transmission (as by wire oat a distance; Be patient and helpful. If a caller is irate or upset, listen to
specifically: one in which sound is converted r radio waves) what they have to say and then refer them to the appropriate
Etiquette is defined as conduct or procedure required by good resource. Never snap back or act rude to the caller.
breeding or prescribed by authority to be observed in social or PROFILING THE OTHER PARTY
official life.
 It's not enough to observe proper phone etiquette. As
TELEPHONE ETIQUETTE refers to a set of rules that a matter of fact, to be able to do so, one must have
apply when people make calls to others or when they are some familiarity with the other party or the caller. It
receiving a phone call. is important, therefore, to be able to profile the caller.
Today's sophisticated business phone systems can do more  Acknowledgement is the ultimate need of all callers.
harm than good if proper business phone etiquette is not They are calling about a concern or issue because it
employed. bothers them.
 Different Forms of Acknowledgement:
 Simply put: Treat your callers in a way that you 1. Paraphrasing
would want to be treated on a business telephone call. 2. Empathy
Proper business phone etiquette can make a positive 3. Sincere Apology
impression on your callers. The business telephone  Your voice is the only welcome mat there is to your
etiquette that you and your employees use directly business when transacting over the phone. It is
reflects upon the image that your business portrays. important to let the caller feel at ease.
 Telephone etiquette is defined as a set of rules that  It is seldom that people call the helpdesk/hotline to
apply when people make calls to others or when they say positive things. Majority of the time, people call
are receiving a phone call. about a "problem" so it is going to be your job, to fix
it —and that, isn't easy.
Basic Telephone Etiquette
 Solutions are easy to find. What makes transactions a
Speak clearly. A picture paints a thousand words but the bit hard to handle are the people we get to interact
caller on the other end of the phone can only hear you. They with. It is important for us to show them they did the
cannot see your face or body language. Therefore, taking the right thing of calling us. It is crucial that we
time to speak clearly, slowly and in a cheerful, professional acknowledge their concerns.
voice is very important.  Acknowledgement is the ultimate need of all callers.
They are calling about a concern or issue because it
Address the caller properly by his title and last name. bothers them.
never leave out the person's title. If you are not sure, then just
use Mr. or Ms. (use Mrs. only when you are sure the woman DIFFERENT TYPES OF ACKNOWLEDGEMENTS:
you are speaking with is married).
1. Paraphrasing - restating in your own words the
Do not use slang words or Poor Language. Respond clearly message you thought the speaker sent, without adding
with "yes" or "no" when speaking. Never use swear words. anything new. 
Street slag has no place in telephone business interactions.
2. Empathy - is identifying with another's feelings. It is
Remember the 3-second rule. never interrupt the caller. Take to emotionally put yourself in the place of another. In
note of the three second interval after he/she is done talking simple words it is putting yourself in someone else's
before you respond. shoes.

Use verbal nods to avoid dead air. verbal nods let your 3. Sincere Apology — an expression of one's regret,
callers know you are there for them. Give them out in remorse, or sorrow for having insulted, failed,
moderation. injured, or wronged another.
3 GENERAL TYPES OF CALLERS:

1. Happy/Cooperative - these callers won't give you a hard

time. They are nice; some will even make small talk.

2. Frustrated/Disappointed - these callers try to be nice to

you but would express their dissatisfaction/disappointment or
frustration. Their focus is to get their concern or issue
resolved.

3. Irate- these callers are focused on their emotions and would

oftentimes find it hard to hear what you are saying. They are
expressive of their anger and often don't watch the words they
say. Some even resort to cussing/swearing.

 Recognizing the different types of callers should be

easy. Be on your guard for words or phrases they
might say or the kind of tone that they use.
 It is not enough to merely acknowledge the caller's
concern or issue. What makes a great interaction is
letting the caller feel, he has come to the right place
for help. Therefore, it is essential they have offered
assurance statements so as to sustain their
attention/cooperation.
 Example of an assurance statement:
"I'll be more than happy to help you out with that ..