body language - concept...
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BODY LANGUAGE
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Body Language
Self
Professionalism
Repeat Guests
Understanding Guest
Suggestive Selling
Higher Revenues
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What is Body Language?
Body Language is the communication of personal feelings, emotions , attitudes, thoughts through body movements -gestures, postures , facial expressions, walking styles, positions & distance - either consciously or involuntarily i.e. its not only your tongue you communicate with but also you speak with your body movements & gestures.
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The Main Aspects of Body
Language
• Gestures: A gesture is the verbal or non-verbal
body movement used to express or emphasize
an idea , an emotion or a state of mind.
• Body Movements: This includes the head,
eyes, eyebrows , lips , neck , shoulders, fingers
and so on. One can distinguish four main kinds
of gesticulation: Emblem, illustrators, regular
and self-touching.
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• Behaviour : This refers quite simply , to
everything we do which is overt or observable.
It is important because it is observable to
others.
• Emotions: Refers to states such as
happiness, depression & anxiety &
milder moods such as feeling of
pleasure & displeasure , degrees of
excitement or drowsiness etc. A
‘Emotional cue’ is a facial
expression, body movement or tone
of voice indicative of emotion.
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THE FACE
The face is the most significant and the most photographed- part of human body . The flashes of facial signals are generally spontaneous reactions which a person finds difficult to hide.
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General
Characteristics
• Expressions: Facial expressions are highly
flexible & changeable. The face can encode
a variety of communicative & informative
messages.
Raise of eyebrows express astonishment.
We frown in displeasure or confusion.
Envy or disbelief may be displayed by a raised
eyebrow.
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• Emotions:The face is the most reliable indicator of a wide range of emotions : Joy & happiness , fear , annoyance, surprise, anger, sadness etc.
When we are shocked we open our mouth.
Blushing is another facial phenomenon that expresses emotion. A shy person becomes red in face when attention is focussed on him.
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• Laughter: Laughter is composed of a broad range of gesture & sounds.
‘Ha-Ha’ is a genuine laughter.
‘He-He’ is a mocking laughter.
‘Hee-Hee’ suggests a secret giggle.
‘Ho-Ho’ communicates surprise
• Smiling: smiling & frowning are two
major facial expressions.
A genuine smile means ‘I appreciate
you’; ‘I accept your ideas’.
A frown means ‘I find you puzzling’.
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Head Gestures
• The Head Nod : A nod depicts a positive
signal & a ‘head- shake’ signifies ‘no’ or a
negative gesture.
• Head nods show continuing attention , it also
depicts what is happening to us emotionally.
Heads tilt is a signal of interest.
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• Eyebrows:
People lower or knit their
eyebrows when they show
disagreement or displeasure.
Frown when in displeasure.
• Mouth :
When ‘raised’ , the mouth communicates positive feelings , happiness , optimism.
If kept ‘straight’ to conceal emotion.
‘Turned down’ to express sadness, confusion , dissatisfaction.
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• The Lips: When one
does not utter a word
lips can be eloquent
because silent lips
express a wide range of
emotions from smile to
frown. • Throat: when the
Adam’s applejump
unconsciously signals
anxiety,
embarrassment or
stress.
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The Eyes
• The eyes can be steely, knowing, mocking,
piercing, shifty. They can level a burning
glance, or a cold glance or a hurt glance or
again can be wise , knowing , inviting ,
scary , disinterested and so on.
Pupils dilate when a person is interested.
We gaze in order to perceive the
expressions of others.
We look straight in the eye to get attention.
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• Ways of Looking:
Side long glance is referred to as stolen
look.
Blank stare depicts boredom.
Sparkling eyes are an attribute of those
who have ‘magnetic personalities’.
• Glasses:
Peering over glass depicts being judgmental or critical.
Dark glasses are worn by those who conceal their genuine feelings.
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THE HANDS • The Human hand is a
restless organ
Limp hands show
boredom.
Nervous or jittery
person shows restless
hands.
Clenched hands often
shows frustration.
Clapping of hands
shows applause.
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• When the arms are crossed they form a
‘barrier’ to an impending threat.
• Arms folded with finger tucked in armpits &
thumbs sticking out: this is when
subordinate faces his superior whom he
considers equal.
• Arms behind the back is resorted by those
who is experiencing an inner conflict.
• Neck stroking signals suspicion.
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• Putting objects in mouth is when they are busy with something.
• Pinching the bridges of nose indicates a person in deep thought.
• Nose rub is a sign of rejection.
• Chin stroking is when people are in deep reflection.
• Slapping the head signifies self punishment.
• Hands behind the head is used by professionals who are confident & dominant.
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Styles Of Handshake
• Palm down thrust : signifies dominance
or aggression.
• Palm up position shows submission by
the giver.
• Glove Handshake: ‘Politician
Handshake’, this is with people one is
familiar with.
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THE LEGS
• Crossed legs signify negativity.
• The foot lock is especially among shy &
timid women.
• The ankle lock signifies ‘holding back’
of strong feelings , attitudes & emotions.
• Sitting on edge of chair indicates
compromise, accept or agree or conclude.
• Rocking or swinging in chair indicates a
person is in full control of situation.
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Walking Gestures
• Arms swinging.
• Hands in pockets.
• Hands on hips.
• Meditative walk.
• Confidence walk.
• Leadership walk.
• Pacing.
• Swagger.
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When _____ people enter an
elevator, they each...
1.One or two
...lean against the walls of the elevator.
2. Three or four
...occupy a corner.
3.five or six
...all turn to face the door.
...get taller and thinner.
...hands and purses and briefcases hang
down in front of the body, or "fig leaf
position."
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...must not touch each other in any way unless
the elevator is crowded, and then only at the
shoulder or lightly against the upper arm.
...have a tendency to look upward at the
illuminated floor indicator.
Thank You!!