SENDING
Sending
NON
Non VERBAL
Verbal
Message
MESSAGE
Sending Non Verbal Message
The channels a person can send nonverbal messages to a other
party are:
1. Body language
1. Face
2. Eye contact
3. Hand movement
4. Posture and body movements
5. Matching customer’s communication style
2. Space and physical contact
3. Appearance
Body
Languag
e
Cont. …
Body language includes;
1. Face.
2. Eye contact.
3. Hand movement.
4. Posture and body movements.
5. Matching customer’s communication style.
Face
Face
Nothing creates rapport like a
smile
Eye
Eye
› Appropriate eye contact varies from situation to another.
› People should use eye contact when talking to show
sincerity, credibility and trustworthiness.
› Staring has an opposite effect and makes the other party
uncomfortable.
Hands
Hands
Hands movements can have a dramatic impact.
› Exposing palm of the hand
– Openness and receptivity.
› Slicing hand movement and pointing a finger
– Very strong signal used to reinforce only the most important point.
Cont. …
› Pointing a finger must be
avoided unless highlighting an
important point.
› Over gesturing using hand
movements will make others
watch the hands and miss the
words.
Posture and body
movements.
Posture and Body Movements
› People should make comfort is their guide when searching
for the right posture.
› Practice in front of a mirror, straight your back and pull your
shoulders back to elevate your head.
Matching Other's
Communication
Style
Matching Other's Communication
Style
› If you speak loud and fast to a person who is soft-spoken and
slow, you are in a real mismatch.
› You are communicating:
– "I am not like you“
– "I don't like you"
› We all tend to like people who are like us
Space and Physical Contact
Space and Physical Contact
Public Zone
"Teachers, class
rooms…"
Intimate Zone
"Closest Social Zone
relation" "Business"
Personal
Zone
"Close
friends"
Distance and Spacing During
Interaction
The size of the intimate and personal zones depends on age,
gender, culture and race.
Cont. …
› The social zone for Latin American is much closer than that
of North American.
Cont. …
On the other hand, standing too far away can create an image
of aloofness, conceit or unsociability.
Cont. …
In general, people should begin interaction at the far end of
the social zone and avoid moving on until the initial approach
has been established.
If the other party showed a friendlier relationship, a person
should move closer.
Cont. …
Touching
People fall into two touch groups: contact and non contact.
Contact people see non contact as: cold and unfriendly.
Non contact people see contact as: over friendly and
obtrusive.
Cont. …
Although, some people may accept a hand on their backs or
a touch on their shoulders, a person should limit their
touching on handshake as touching clearly enters the
customer intimate zone and this may be considered as rude,
threatening or an invasion.
Click icon to add picture
3-
Appearance
Dressing
Hints For Men
Hints For Men
Suit
Dark suit gives more authoritative image.
Lighter suits create a friendlier image.
Cont. ….
Shirts
Solid white shirts, blue and pale are the
most common.
Shirts should be lighter than the suit and
the tie should be darker than the shirt.
Cont. …
Shirt stripes should always be too close
together, clearly defined and of one
coordinating color on white background.
Cont. …
Tie
A good rule is to wear suits and shirts in
basic color and let the tie provide the
accent color.
The tie tip should come just to the belt
buckle and its width should harmonize with
the width of the suit lapels.
Cont. …
Belts
Most belts are acceptable.
Buckles should be small, clean and traditional.
Shoes
Shoes should be black or brown.
Never wear shoes of multiple colors or of high heels.
Cont. …
Accessories
For accessories, the less the better.
Stay away from bracelets and pins.
Dressing
Hints For
Women
Hints For Women
Suits
A good business wardrobe contains navy, black
or gray suits worn with light colored blouse. Also
suits with more cheerful colors may be added.
The suit should be stylish but not so trendy.
Women have a little more variety in colors than
men.
Cont. …
Blouse
The blouse should be
1. Businesslike but feminine
2. Soft but not seen through
3. Plain or with small prints
Cont. …
Shoes
Black, brown or navy colors are all accepted
The heel should not be higher than 3-4 cm
Cont. …
Accessories
Accessories such as ties, scarves, simple pins, gold chains
and plain watches can make even a plain dark suit look
dressy and businesslike.
Chunky jewelry and clanking bracelets are out.
Cont. …
Hair
Hair length is not an issue, but it must be managed
effectively.
Appearance
Physical appearance, especially dress style, is an aspect of
non-verbal communication that affects the customer evaluation
of the salesperson.
Cont. …
Two priorities in dressing for business are:
1. Getting the customer to notice you in a positive way.
2. Getting the customer to trust you.
Cont. …
› If salespeople overdress, their clothing may distract from
their sales presentation.
Cont. …
Match The Customer Dress
The appropriate style of dress depends on the salesperson's
occupation, social status, age, physical size and geographic
location.
Cont. …
Salespeople can get some clues about appropriate styles by
observing their customers.
Salespeople should attempt to match the styles of their
customers and avoid dressing more stylishly or expensively.
