 Mr.

Kumar has just concluded a very well

rehearsed, well worded demo of his product,
highlighting its major selling points in your
presence. Later, your boss asks you for your
recommendations. “Sir, I have a feeling that
Mr. Kumar himself is not very convinced
about the product. I don’t think we should
buy it.”

04/18/20
 You have purchased an electric juicer from an
electric shop. It has developed some defect.
You take it to the shopkeeper and tell him of
your problem. The shopkeeper continues
talking on the phone, writing bills and
reprimands the errand boy for being lazy.
Along with all this he tells you to come after
two or three days and collect the juicer. You
really don’t know how many days the
shopkeeper means when he says two to three
days. But you definitely know that there is very
little chance of the juicer having been mended
on your next visit.

04/18/20
 Parul Singh

“You never get a second chance to make

a first impression”

04/18/20
 Always more believable than verbal
 Estimated proportion of

credibility/meaning
◦ 7% Words
◦ 38% Tone
◦ 55% Body language/kinesics
 Para communication – voice and tone
 Culturally Dependent

04/18/20
 “I always think that a great orator convinces
us, not by force of reasoning, but because he
is visibly enjoying the beliefs that he wants us
to accept.”
– W. B. Yeats

04/18/20
 Here, a newly arrived
George W Bush does
not match Jacques
Chirac's hand-on-
shoulder gesture.
 Expert's view: This
looks strange. Chirac
seems to be trying to
ingratiate himself with
Bush. Failing to
reciprocate a gesture
can be seen as very
negative.

04/18/20
 Chirac's two days of
tactile tactics finally
appear to pay off. As
Chirac places his hand
on Bush's back, the US
president does the
same to him.
 Expert's view: This is
very symmetrical - they
are doing exactly the
same thing, a very
good sign. But they are
not bosom buddies -
yet. Although they are
arm in arm, you can
still see the chair in the
distance between them.

04/18/20
04/18/20
04/18/20
 Open palms  Positive personality
 Eye-to-eye  Honest and direct
 Smile  Open personality
 Equal handshake  Equal in behavior
and attitude with no
complexes
associated

04/18/20
 Equal handshake  Equal in behavior
and attitude
 Superiority complex
 Tight grasp
 Limp handshake  Inferiority complex

 Politician’s  Deceptive

04/18/20
 Eyes and forehead  Business
 Forehead to lips transactions
 Head to toe  Social interactions

 Shifty eye  Intimacy

 Evasive eye  Lack of

 Stammering eye concentration

 Blinking often  Lack of credibility
 Lack of confidence
 Wandering mind

04/18/20
 Felt smile  Appreciative of the
interaction and
happy
 Disillusioned and
 Miserable smile
dissatisfied
 Sarcastic/sardonic/
 False smile
dangerous

04/18/20
 Hugging of the self  Uncertainty, lack of
confidence
 Arms folded with  Closed mind,
thumb pointing superiority complex
upwards
 Clasping of hands  Aristocratic gesture
behind the neck  Artistic bent of mind
 Holding hands in front  Analyse the problem
 Hands resting lightly
on the neck

04/18/20
 Scratching of head  Perplexity
 Stroking of the chin  Thinking
 Lightly scratching  Insecurity

or rubbing one side

of the neck
 Clenching of hands:
◦ Does not believe
◦ Speaker himself
◦ Listener ◦ Frustrated/irritated

04/18/20
 Hands in pockets  Portrayal of macho
◦ Walk disorganised, head image/withdrawn/shy/critical
bent ◦ Depressed
◦ Walk disorganised,
kicking an imaginary ◦ Angry
object
 Focusing of eyes
◦ On the ground ◦ Lost in thought
◦ In the air ◦ Preoccupied/looking for answers
or solutions
 Strutting style
 Extreme certainty of
opinion/confidence

04/18/20
 Monotonous  Bored
 Slow speed, high  Depression

pitch
 High pitch  Enthusiasm
 High pitch, long  Disbelief
drawn out speech
 Ascending tone  Astonishment
 Abrupt speech  Defensive

04/18/20
 Public

Intimate
Personal
Social

15 14 13 12 11 10 9 8 7 6 5 4 3 2 1 0
1. Eye- contact
2. Facial expressions
3. Head movements
4. Gestures
5. Posture
6. Proximity and orientation
7. Bodily contact
8. Appearance and physique
9. Timing and synchronization
10. Non-verbal aspects of speech

04/18/20
04/18/20