Non-Verbal Communications

Understanding and Effective Use of
Non--Verbal Communication
Non
Actions Speak Louder Than Words!
Gregg A. Hawrylko, PMP
16 March 2010
Introduction
You cannot say nothing! Try to sit for one
minute without speaking. Your body will still
communicate something – rigidity, anxiety,
boredom, something.
Body language, carefully observed and
interpreted, can tell a lot about what you (and
others) are feeling.
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Introduction (cont)
According to PMI, 55% of all communication is nonnonverbal – based on physical mannerisms.
The Fourth Edition of PMBOK, Appendix G advises on
“Interpersonal Skills”
Communication
Influencing
Motivation
Political and cultural awareness
Negotiation
Interpersonal skills are critical to effective project
management
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PMP Exam Question
Two people are arguing about what needs to be
done to complete a work package. If the
project manager wants to know what is going
on, she should pay MOST attention to:
A. what is being said and when.
B. what is being said, who is saying it, and the
time of day.
C. physical mannerisms and what is being said.
D. the pitch and tone of the voices, and
physical mannerisms.
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Answer
Choices C and D both include nonnon-verbal
communication, which represents 55% of
communication. Choice D adds
paralingual communication (pitch and
tone) and is thus the best choice.
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Other Sources
“Body language comprises 55% of the force of
any response, whereas the verbal content only
provides 7%, and paralanguage, or the
intonation -- pauses and sighs given when
answering -- represents 38% of the emphasis."
(WSJ - CollegeJournal.com)
Emotional vs. Cognitive Intelligence
Best answers may not get you the job!
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Purpose
This presentation examines various forms of
non--verbal communication and what they mean
non
How to use nonnon-verbal communication to your
advantage in meetings and presentations
How to figure out what people are really saying!
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Topics Covered
Posture
Body Orientation
Gestures
Mannerisms (speaking
and when seated)
How to tell when
someone may be lying
Paralinguistics (vocal
elements such as
tone, pitch, pace)
Humor
Clothing
Proximity and
Touching
Time management
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The Ten Rules of Lying
Look for the signs
Common “tells” when people attempt to lie
Don’t confuse with stress
Compare to baseline behavior if possible
HowToDoThings.com
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Rule #1 – Freeze
Little--toLittle
to-no body movement
People freeze, not quite facing the other person
Move as little as possible during lie
May be overly dramatic to “sell” the lie
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Rule #2 – No Eye Contact
Hard to lie while looking directly into eyes
May occur at the precise moment of the lie!
Fierce eye contact to “sell” the lie
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Rule #3 – Stress Gestures
Rapid blinking, scratching, swallowing, fidgeting
If discovered, lying carries risk of punishment
Physical manifestations occur as byproduct of
internal conflict
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Rule #4 – Looking Up and Right
Up and left associated with memory recall
Up and right associated with imagination
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Rule #5 – Covering Up
Touching nose or covering face / mouth
Habits from childhood (subconscious)
“Cover up” and increase distance
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Rule #6 – Rise in Vocal Pitch
Product of stress
Voice gets high and squeaky
Speaker cannot override physical change
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Rule #7 – WideWide-eyed & Innocent
Fake innocence – Who me?
Child denying hand in cookie jar while still there
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Rule #8 – Noticeable Pause
Most people lack ability to instantly fabricate
plausible fiction
Takes a moment to think before you get rolling
Pause right before the lie begins
Actual events easy to recall and don’t take effort
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Rule #9 – Change the Subject
Most prefer to avoid subject rather than lie
Lying suspected? Change subject quickly
Liar goes along easily and may even visibly relax
Truthful person more likely to be confused and
want to finish their thoughts
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Rule #10 – The Parrot
Is person using your exact words?
“Did you leave this here?”
Watch out for unun-contracted words
Formal speech can indicate a lie
“Did you sleep with her?”
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Thank You
Gregg A. Hawrylko
Vice President
Homeland Security Practice
Unisys Corporation
11720 Plaza America Drive
Reston, Virginia 20190
(703) 439 5862 Office
(571) 205 3724 Mobile
[email protected]
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