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Effective Body Language for Organizational Success 17

Effective Body Language for Organizational Success

It is well-known that body language refers to nonverbal mode of communication. On scientific analysis, it has been found that the different aspects of communication comprise 55% bodily movements and gestures, 38% vocal tone and only 7% words or verbal communication. It is thus clear that about 93% of communication is nonverbal, as many times, words are inadequate. This shows that correct use of body language serves as an effective nonverbal communication tool to convince fellow-workers at workplace, as well as family and friends, eventually leading to overall organizational success through self-development. It further leads to personal and professional growth of an employee, ultimately benefitting the organization. An attempt has, therefore, been made in this paper to discuss the importance, modes and effective use of body language in successful organizational development.

© 2010 IUP. All Rights Reserved.

D B Rane*

* Professor, MITCON Institute of Management, Pune, Maharashtra, India. E-mail: [email protected]

Introduction Man does not communicate through words alone, or only through writing, speaking and listening. There is another aspect of communication, i.e., nonverbal (non-word). Nonverbal communication is the wordless world of communication. Body language is one of the forms of nonverbal communication which has been much researched. It is the communication of personal feelings, emotions, attitudes and thoughts through body movements. In it, we are concerned with things such as body movements, freedom, occasions, voice tone, general characteristics of the environment color and layout/design and any other kind of visual and/or audio signals that the communicator may devise. The study of physical movement of body is also known as kinesics. The body language mainly includes gestures, postures, eye contact, facial expressions, handshake, etc. Each individual is different and has unique ways of communicating his/her thoughts. In the present competitive era, only the best of the organizations can survive. There is so much cutthroat competition that organizations have to be at their best. Individuals make the organizations, and hence the effective use of body language by the employees eventually leads to successful self and organizational development. It is regarded as a silent communicator at workplace.

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Importance of Body Language The importance of body language has been stressed by management consultant Nancy Austin thus: “When people do not know whether to believe what they are hearing or what they are seeing, they go with the body language—it tells the truth. You can play fast and loose with words. However, it is much more difficult to do that with gestures.” Psychologist Paul Ekman says, “We talk with our vocal cords, but we communicate with our facial expressions, our tone of voice and our whole body.”

Understanding body language has immense practical use. It has been observed that most of the nonverbal communication at workplace centers around a single theme: power; and power gives one status consciousness. On careful observation, in a meeting, we can look around and see who has the highest status. In all living creatures, including humans, those who are in control like to be perceived as powerful, strong and fearless. Those who feel left out or find themselves powerless give different kinds of body signals. When a junior worker has to appear before a senior officer in any organization, his body is extremely tense and in perfect symmetry. It is their status and role relationship that is reflected in this way. Thus, body language is changeable depending on occasions, but it is certainly an indicator or silent communicator of the personality of the individuals in the organization.

Body language, or nonverbal communication, has advantages, as well as disadvantages and these have been explained as under:

Advantages of Body Language • Body language is one of the forms of nonverbal communication which is visible

to the receiver, eventually facilitating him to understand the meaning of the message.

• Body language is an additional tool for making the verbal communication more effective, in particular, the face-to-face communication where facial expressions and gestures contribute significantly for establishing good rapport.

• The process of communication will look dull and lose its impact in the absence of body language like gestures, change of posture and proper eye contact, etc.

• The strength of communication is enhanced by body language, and hence smart people take care of it. It helps to improve the organizational culture.

• Body language makes impressions in the minds of the receiver about the personality of the individual who gives the message.

• The gravity or seriousness of the message can be well depicted to the receiver by using appropriate body language.

• Appropriate body language can be conducive to the receivers which adds value to the message.

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Disadvantages of Body Language Since it is nonverbal communication, relying only on facial expressions, gestures, etc., it cannot be wholly relied on. Words written or spoken can be taken seriously, but body language cannot be always taken seriously.

• People belonging to different cultural backgrounds send out different body signals. They are, therefore, liable to be misinterpreted. One has, therefore, to be very careful in their use and understanding.

• Facial expressions, gestures, postures, etc., become ineffective if the listener is inactive. It, therefore, requires extra care in getting the right message.

• Use of body language is not very effective in large gatherings. It is effective in face-to-face situation only when there are just two or a small number of participants in the communication situation.

• People showing indecent body language are likely to create bad impressions in the minds of the receivers at the first instance itself.

What Is Body Language? Body language is essentially a reflection of thought, feelings and position through body movements. It has an overwhelming impact. It is a wordless world of communication guided by our thought process, feelings and emotions and are visibly shown through body movements like nodding our head, blinking eyes, waving hands, shrugging shoulders, etc. By doing so, appropriate signals of the message are sent to the receiver which often may be more powerful than the words. Needless to add, bodies do not lie and body language, therefore, tells the truth. Just as language uses a set of symbols to convey meaning, our body, consciously as well as unconsciously, carries messages, attitudes, status relationships, moods, indifference, positive/negative feelings and so on. We have, however, to infer these meanings from body symbols. We look for these symbols in the face and eyes, gestures, posture and physical appearance, each of which has its own functions. Effective body language is a powerful tool for the success of individuals and organizations too.

Individual’s Body Language The various aspects/components of body language of individuals are discussed below:

Facial Expressions

It is by now well-recognized that the face of the individual is the true mirror of his mind. The face thus reflects the thoughts in face-to-face communication. The thoughts of the mind and the feelings of the heart often find expression on the face. Every facial muscle is an instrument of communication. It is very important in face-to-face communication events. The facial expressions of the individual change

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depending on circumstances/occasions. Facial expressions, eye movements and the state of eyes and the variety and intensity of human voice can and do convey different meanings. Innocence, anger, wonder, shock, grief, terror, indifference, seriousness, friendliness, approval, disapproval and many other feelings can be expressed by facial and body expressions. Thus without speaking a word, a lot of information can be gathered free of cost by the receiver of the message. In some professions where the facial and body expressions are important, they are consciously cultivated. We can easily mark all these signals sent through the face of the others. The thoughts and feelings conveyed may be positive or negative. It follows, then, that we can change our behavior/expression by changing the inner nature. But it is not easy. Much depends on how deeply motivated we are and what constructive efforts we make to stay calm and relaxed and send out positive signals to make the best of every given situation.

Smile

The smile is a very potent form of facial expression. It opens the door to communication. A natural, pleasant smile carries great significance in establishing and sustaining human relationships, be they in a family, society, community or a business organization. Significance of smiling is beautifully brought out in the saying, “You are never fully dressed unless you wear a smile.” Smile speaks the language of love, compassion, sincerity, courtesy, confidence and dependability. A smile emits positive signals. A smile can create a favorable impact and earn goodwill. All the same, it is also true that all smiles are not genuine. In the service industry, the sales force is specifically taught to cultivate genuine smiles and smile liberally in their day-to-day transactions with colleagues and customers.

Eye Contact

The eyes are indeed the most expressive part of human face. The eyes of a person are often said to tell a tale. In fact, the eyes are the most commonly described part of the body. The feelings of the heart quite often find expression through the eyes. An employee in an organization needs to maintain the “right eye contact” with employees of the opposite gender. Since eyes are considered to be highly expressive, there is considerable significance attached to the presence or absence of eye contact. The eye contact assumes special significance during expression of love, affection and sincerity in the relevant task. Some of the words and expressions commonly used in reading the eyes are: twinkle in eyes, eyes emitting fire, worried look, sad look, suspicious look, quick look, etc. In legal cross examinations, in counseling sessions, in negotiations and other such business situations in the organization, the quality of eye contact comes in for particular scrutiny. In dealing with the customers at the counter, in facing interviews for recruitment and promotion, in making presentations and in sales talk, eye contact assumes considerable significance. Thus, suitable eye contact is relevant for all business situations in the organization.

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Voice

It is well-known that variations in human voices convey different meanings. This is possible due to variation in tone, pitch, quality, pace and force, etc., depending on the circumstances at the time of communication. Although the voice is related to verbal communication, it varies from person-to-person and hence it can be correlated with the body language of the individuals. The person can be identified from a distance or in the dark by listening to his voice. It is generally understood that voice has these five features. Although voice is verbal communication, mode of its expression to the receivers is different from individual to individual and the person can be identified by his voice and hence it is considered as body language. Clear and proper voice leads to successful communication.

Gestures

The gestures and postures complement the spoken words, and messages are conveyed to the receiver through effective movements and physical actions of the body, depending on the type of message and the circumstances. The physical actions such as nodding, shaking of head, patting one’s back, smiling, putting the hand over one’s shoulder, clasping hands, yawning, crossing and uncrossing of legs are used to convey and indicate the meanings, and messages are accordingly interpreted by the receiver of the message. The leaders and good communicators make effective use of gestures like a smile, touch and a pat on the back for motivation, morale-building and clearing misapprehensions of fellow-workers.

Postures, Head and Body Shape

Postures refer to the carriage, state and the attitude of body or mind. They are of much significance in the organizational culture and can be of great help in conveying the right message. If ignored, they can cause misunderstanding and serious damage to the person and the organization. They should convey the proper message that they are both physically and mentally alert and responsible. A smile at the wrong time may be taken as disrespect and therefore may irritate a person. Indecent gestures and postures must be avoided in all serious business-related and organizational interactions. In a meeting, how we hold our head is very important. Holding head high is the sign of honor and self-respect, confidence, integrity and interest in the person(s) before us. A head bent below, depending on the situation, would show modesty and politeness. On the other extreme, a head drawn too far backwards or stiffly held straight up indicates pride or arrogance. Head jerks indicate disrespect, rejection or agreement, depending on the context and personality of the person concerned. Nodding the head sideways or back and forth conveys the intended meaning powerfully than words.

Sitting Postures

The employees in the organization sit in different postures, more particularly at the time of group discussion. A few sit straight till their back touches the chair, while some

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lean forward to the speaker with their heads nodding with the flow of the discussion which indicates their interest in the topic and the speaker. It suggests an open, relaxed and ready to listen attitude. Shaking one’s foot while sitting displays impatience and urgency, a posture one must avoid. If the members sit with their legs and arms crossed and foot kicking slightly, it indicates that they are emotionally withdrawn from the discussion. Indian culture teaches us to sit respectfully and hence sitting postures need to be controlled and checked for effective results.

Standing Postures

The standing position displaying an attention pose, suggests a neutral attitude. It may suggest a ‘no commitment stance’ and is more often seen in formal occasions. Keeping hands on hip while standing shows readiness or aggression, while standing with entire balance of the body on one foot displays casual attitude. While standing in a group, if an individual stands with one foot forward pointing towards a particular group member, it suggests that the employee is particularly interested in him and his talks; such kind of suggestive behavior should be avoided in the organization.

Walking Styles

Walk defines the mood of an employee. It also reflects the level of fitness of an employee. A brisk walk shows confidence, whereas dragging one’s foot while walking reflects laziness. An employee preoccupied in his thoughts walks slowly with his facial gestures displaying confusion. Shoulders stretched straight, body erect and balance on both the feet define a confident walk.

Attire

The way a person dresses is often subjected to much interpretation. The attire or the dress of a person speaks about his personality. Attire proclaims a person and creates the first impression. In business organizations world over, the attire of a person has come to acquire much significance. People use different kinds of dresses suitable for various occasions which eventually convey different meanings at that particular moment. Important and ceremonial occasions normally call for a formal dress. There is a code of conduct for particular dress in some organizations for different category of workmen. The dress one wears should be in agreement with the occasion or as per the dress code stipulated by the organization. Any breach of this unwritten code is likely to dilute the effectiveness of the communication.

Appearance

In modern society, people have the habit of judging others by their appearance. The appearance of a person helps to make a positive impact. The way one looks and presents oneself indicates the importance one attaches to one’s presence or participation in the occasion. A shabby look is evidenced by disorderly hair and untidy and unkempt appearance suggests casualness. The physical presence and the appearance of persons

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play a key role in the process of communication. The business related message has to make a positive impression on the minds of receivers, which largely depends on the general appearance of a person who is conveying the message.

Handshake

Although handshakes are not a part of the Indian culture, but with changing times, it has entered our business too. There are different styles of handshakes. Like the other aspects of body language, handshakes are also varied, and each one of them has a certain interpretation. Employees of most organizations greet each other with a handshake. Given below are some descriptions and interpretations:

• A firm handshake—The right way, shows confidence and keenness.

• A limp handshake—Indicates that the person is not very sure of himself, suggests an inferiority complex.

• A clasp—Using both hands suggests high degree of respect.

• A vice – like grip—A tight grip which makes the other person uncomfortable, suggesting some kind of aggressiveness or dominance.

A good communicator is aware of what each type of handshake stands for and ensures that the most appropriate one is used. In order to establish a win-win situation for two individuals in question, there has to be a right handshake style. The palm should go fully into the other person’s palm, pressed gently, displaying confidence as well as warmth. This should be backed by good eye contact and a confident character. The handshake should continue for three seconds, followed by a suitable action based on the interpretation of the nonverbal cues of the partner.

Behavior

The way in which one conducts himself/herself and behaves in the process of communication is another forceful facet of nonverbal communication. The manner in which the messages are conveyed has a great influence on its effectiveness. Many a times, it carries more weightage than verbal communication. One should, therefore, set an example with mannerly behavior, and then only expect others to follow the suit. The manager in an organization should set an example of being polite and courteous to the customers to achieve the organizational goals. If this is not done, the effectiveness of the message is diluted considerably. Behavior refers to manners, conduct or treatment shown by a person towards others. People tend to interpret behavior. One talks about childish behavior, responsible behavior, dignified behavior and so on. Qualities of head and heart decide the behavior of a person under given circumstances. Behavior of people gets closely watched by others in social, organizational and business interactions. The behavior and the actions of the superiors are observed by other employees and customers in the organization, and hence it is imperative that it should be in the most acceptable forms for the benefit of the organization. Superiors who communicate through personal example and

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deeds communicate effectively and carry confidence. Great leaders recognize the power of example and behavior and use them for effective communication.

Organizational Body Language Like individuals, organizations too have their own body language. It is said that physical facilities in a business organization constitute the first step in communicating with the customers and visitors. As such, an organization ‘expresses itself’ through office design and layout, office arrangement, space management, distance and locations, color combinations of the buildings and other infrastructures, imagery-pictures, photographs, signs, symbols, logo, emblem, etc., that one becomes happy at the mention of the name of the organization and it should convey the right message.

Tips for Effective Use of Body Language The importance of body language needs no emphasis. Hence its effective use is essential for the success of the individuals as well as organizations. Based on the experience of the people and the organizations, following are some of the important useful tips for effective use of body language in day-to-day communication.

Mind the Body-Talk

We should carefully notice the details about the way in which we speak, gesture and move. The standing posture desired for effective nonverbal communication is that the shoulders should be kept straight, body visible, sitting squarely in the chair and balancing the weight evenly on both the feet on the floor to look confident. Austin says, “Rest your forearms on the table.” This posture conveys the message “I will not move.” If we shake our feet, we will give the impression of being indifferent, uninterested or distressed.

Be Careful with Handshake

Handshake is very important in the business world. It is now well accepted and is increasingly common in greeting and introduction among both men and women. Like other aspects of body language, handshakes are also varied and each one of them has a certain interpretation. A firm handshake is the right way and shows confidence and keenness. A tight grip which makes the other person uncomfortable suggests some kind of aggressiveness and dominance. Using both the hands indicates high degree of respect. A limp handshake by a person in authority gives indication that the person is not keen on further communication. A good communicator is aware of what each type of handshake stands for and ensures that the most appropriate one is used.

Establish Good Eye Contact

“Eye contact is the most remembered element in forming an impression of someone. You must acquire the ability to sustain direct eye contact if you want to be taken more seriously,” says Austin. There, is, however, a word of caution given by Ekman: “The dominant person always has the right to look and keep looking: the subordinate is

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supposed to look away. If you maintain eye contact so intently that your boss feels uncomfortable, he will sense that you are challenging his authority—even if that is not what you intended.”

Communicate at the Level of the Person Before You

The way we hold our body can show the person before us where we stand. Our body is a salient communicator to all concerned. In everyday life, we communicate with children, adults and old people. We should bend down while communicating with teenaged children in order to look into their eyes for increasing confidence amongst them. While dealing with people holding high positions, straight posture is considered to be respectful. With older people, we should keep the movement of body or arms in such a way that they should find us sociable and respectful.

We Must be Ourselves

It is said by Maple that nonverbal messages come from deep inside you, from your sense of self-esteem. To improve your body language, you have to start from inside and work out. If you are comfortable with yourself, it shows. People who know who they are, have a relaxed way of talking. They always come across well. Therefore, by avoiding all tension, we must relax and be ourselves, not try to be or show off, what we are not.

Graceful movements and confident posture improve the atmosphere at the work place. We can look pleasant if we take only a little care and send out right signals which enthuse the workers and make other people interested in us.

Conclusion Body language accounts for more than half of all communication. Body language is a reflection of our thoughts, feelings and our position in the organization. It is very important in the sense that we can carefully watch it and deal with issues before they become problems. Body language works through facial expression, eye contact, gestures, postures, handshake, smile, position of head, attire, movement of body parts like hands, neck, chin, pattern of voice, sitting, standing and walking styles and appearance, etc. Body language can express innocence, anger, wonder, shock, grief, indifference, approval, respect and a host of such feelings. Like individuals, organizations too make certain statements about themselves in many ways through various means of nonverbal communication like design and layout, office arrangements, space management, distances and locations, color statements and imagery. Like all aspects/mediums of communication, body language has its own advantages and limitations. Its greatest advantage is that it compliments the verbal/oral communication. Its greatest disadvantage is that it can be misinterpreted. Effective use of body language is very important for managing an organization and dealing with people in any situation. Since businesses themselves are not static in nature, nonverbal communication will have to be understood and appreciated in a dynamic context.

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Reference # 50J-2010-12-02-01

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