DIFFICULTLeading the most

People& how to talk to them

O B J E C T I V E S

• Understanding body language and how to respond to difficult people

• Using body language for yourself and your empowerment

• Understanding different people.

• Teaching you something people rarely learn

D E F I N I T I O N

• Body language refers to various forms of non-verbal communication, wherein a person may reveal clues as to some unspoken intention or feeling through their physical behavior. These behaviors can include body posture, gestures, facial expressions, and eye movements.

• Body language is typically subconscious behavior, and is therefore considered distinct from sign language, which is a fully conscious and intentional act of communication. Body language may provide clues as to the attitude or state of mind of a person. For example, it may indicate aggression,attentiveness, boredom, a relaxed state, pleasure, amusement, and intoxication.

• Body language is significant to communication and relationships. It is relevant to management and leadership in business and also in places where it can be observed by many people

W E K N O W T H AT O U R B O D Y L A N G U A G E A F F E C T S H O W O T H E R S S E E U S .

M A I N E L E M E N T S O F B O D Y L A N G U A G E

Body Language

Posture

Eye Contact

Gesture Hands & Arms

Speech

Voice Tone

M A I N E L E M E N T S O F B O D Y L A N G U A G E

• It should be standing tall with shoulders back, it shows confident but less arrogant

P O S T U R E

L E G D I R E C T I O N U N C R O S S E D L E G S A N K L E L O C K

AT AT T E N T I O NL E G S C R O S S E D

( S TA N D I N G ) S P L AY E D L E G S

M A I N E L E M E N T S O F B O D Y L A N G U A G E

E Y E C O N TA C T

• Solid with “Smiling”Face, it really shows that this person respect for his/her interviewer/person that he/she talk with

R I G H T ( L I E S ) L E F T ( FA C T S ) D I R E C T

W I D E N I N G B L I N K I N G

M A I N E L E M E N T S O F B O D Y L A N G U A G E

GESTURE HANDS AND ARMS

• the less the movement, the better you are, since if your hand/arm gestures are small and close to your body, it really is showing that you’re a defensive person.

C R O S S E D A R M S G R I P U P P E R A R M S PA L M S U P

PA L M S D O W NH A N D S O N

H E A R TF I N G E R

P O I N T I N G

M A I N E L E M E N T S O F B O D Y L A N G U A G E

SPEECH• Not slow, but clear, and

easy to capture by the other person.

M A I N E L E M E N T S O F B O D Y L A N G U A G E

• the voice should be moderate, which mean not too high and fast, not too slow and tiny

TONE OF VOICE

W H AT S H O U L D I L O O K O U T F O R ?

EYES MOUTH HEAD

HANDS & ARMS

LEGS & FEET

B E I N G D E F E N S I V E

• Hand/arm gestures are small and close to his or her body.

• Facial expressions are minimal.

• Body is physically turned away from you.

• Arms are crossed in front of body.

• Eyes maintain little contact, or are downcast.

B O R E D / C A N N O T B E E N G A G E D

• Heads are down.

• Eyes are glazed, or gazing at something else.

• Hands may be picking at cloths, or fiddling with pens.

• People may be writing or doodling.

• They may be sitting slumped in their chairs

LY I N G

• Eyes maintain little or no eye contact, or there may be rapid eye movements, with pupils constricted.

• Hand or fingers are in front of his or her mouth when speaking.

• His or her body is physically turned away from you, or there are unusual/un-natural body gestures.

• His or her breathing rate increases.

• Complexion changes such as in color; red in face or neck area. Perspiration increases.

• Voice changes such as change in pitch, stammering, throat clearing.

LY I N G - TA L K

• Talk with too much details

• They tell their story in strict chronological order

LY I N G - G E S T U R E S

• People will subtly ‘rehearse’ their story, but not their gesture.

• During a convincing story look out for shaking of head, shrug of shoulders and hidden smiles of getting away with it.

D U P I N G D E L I G H T

C O N C L U S I O N

• Body language impacts a great deal of how we communicate, and can reflect quite accurately what's going on inside us.

• Body language includes body movements and gestures (legs, arms, hands, head and torso), posture, muscle tension, eye contact, skin coloring (flushed red), even people's breathing rate and perspiration. Additionally, the tone of voice, the rate of speech and the pitch of the voice all add to the words that are being used.

• It is important to recognize that body language may vary between individuals, and between different cultures and nationalities. It is therefore essential to verify and confirm the signals that you are reading, by questioning the individual and getting to know the person.

W E K N O W T H AT O U R B O D Y L A N G U A G E A F F E C T S H O W O T H E R S S E E U S .

B U T D O Y O U K N O W H O W B O D Y L A N G U A G E C A N A F F E C T Y O U R S E L F ?

W H AT D O E S P O W E R D O T O O U R P H Y S I O L O G Y ?

T E S T O S T E R O N E C O R T I S O N E

Power and effective leadership is not just how you show confidence and dominance but also

how you react to stress.

T E S T O S T E R O N E C O R T I S O N E

E X P E R I M E N T

C A N W E FA K E I T U N T I L W E M A K E I T ?

W E FA K E I T U N T I L W E B E C O M E I T.

B U T W H Y I S T H I S I M P O R TA N T ?

T H E B U L LY“ I T ’ S A L L A B O U T M E ”

1. D O N ’ T B E D R AW I N T O F I G H T S

2. O F F E R R E M E D I E S 3. C A L L F O R H E L P 4. H AV E G R O U P 3 6 0 / F E E D B A C K 5. D E L I V E R WA R N I N G A N D

E S TA B L I S H A U T H O R I T Y. 6. Q U E S T I O N A L L R U D E

B E H AV I O U R 7. G I V E T R A I N I N G 8. C L A P H A N D S

H O W D A R E Y O U Q U E S T I O N M E

T H E C O M P L A I N E R /W H I N E R “ I T ’ S S O T E R R I B L E , S O M E O N E

F I X I T ”

1. C O N S I D E R T H E C O M P L A I N T 2. M O D E L T H E O P P O S I T E 3. B E S I L E N T ( T R U S T M E I T

W O R K S ) 4. S E T T E A M S TA N D A R D S 5. R U N A T I G H T S H I P 6. D O N ’ T TA K E I T P E R S O N A L LY 7. A G R E E A N D M O V E O N 8. M A K E I T T H E I R

R E S P O N S I B I L I T Y

I C A N B E L O U D , G O O D M A N N E R S C A N WA I T. P E O P L E

S H O U L D H E A R M E TA L K .

T H E P R O C R A S T I N AT O RWA S T E S T I M E B Y T H I N K I N G “ I

C A N ’ T D O T H AT ”

1. PA R T N E R T H E P R O C R A S T I N AT O R W I T H

A N O T H E R V P 2. A S K T H E M T O H E L P W I T H

S C H E D U L I N G 3. G I V E T I P S A N D T R I C K S 4. I T TA K E S T I M E ( M A K E I T A

H A B I T )

I ’ L L G E T B A C K T O T H I S L AT E R . I N E E D T O C H E C K E M A I L . I N E E D T O TA L K T O T H I S P E R S O N . O H E N D O F W O R K I N G T I M E ! YAY !

T H E P R O C R A S T I N AT O R

U N D E R S TA N D W H Y !

1. D O E S N ’ T H AV E S K I L L S / D ATA T O C O M P L E T E J O B

2. T O O M U C H T O D O , N O T E N O U G H T I M E

3. T I M E M A N A G E M E N T A B I L I T Y 4. P O O R C O N D I T I O N 5. F E A R O F FA I L U R E 6. D R E A D C R I T I C I S M 7. P O O R S E L F - I M A G E 8. B O R E D / N O T C H A L L E N G E D

A D D I T I O N A L T I P S

T H E K N O W - I T- A L L

A K N O W - I T- A L L E X A G G E R AT E S

1. P O I N T O U T T H E D O W N S I D E 2. W O R K C L O S E LY W I T H T H E M 3. A S S I G N O T H E R S T O W O R K

W I T H H I M / H E R 4. G I V E P R A I S E W H E N I T ’ S D U E 5. K E E P T H E M I N T H E L O O P 6. D O N ’ T T R Y T O C H A N G E

T H E M 7. A S K M O R E Q U E S T I O N S ,

I N S I S T O N B E I N G K E P T I N T H E L O O P

8. I N S I S T O N M U T U A L R E S P E C T

I T ’ S O K AY T O I N T R U D E O R I M P O S E

T H E S I L E N T T Y P EC A N N O T TA K E N E G AT I V E

C R I T I C I S M

1. I N C R E A S E C O M M U N I C AT I O N C H A N N E L S

2. S E T A N E X A M P L E 3. A R R A N G E F O R A N A U D I T I O N 4. O P E N Y O U R D O O R , B E

A P P R O A C H A B L E 5. G I V E FA M E 6. D O E V E R Y T H I N G Y O U C A N ,

C O M M U N I C AT I O N I S O N E O F T H E E A S I E S T T H I N G S T O

D E V E L O P

Z O N E S O U T / D O E S N ’ T C A R E W H E N I T C O M E S T O U P D AT E S

T H E S O C I A L B U T T E R F LY

A S K A L O T O F Q U E S T I O N S

1. P U T T H E M T O W O R K W H E R E T H E I R S K I L L S A R E N E E D S

2. TA L K T O Y O U R T E A M A B O U T P R O F E S S I O N A L I S M

3. A S K T H E M T O S O LV E P R O B L E M S A B O U T P E O P L E

4. U S E T H E I R P E R S U A S I O N A B I L I T I E S

5. E N S U R E T H E Y U N D E R S TA N D Y O U R B O U N D A R I E S

V E R Y H A N D S O N

N O P E O P L E S K I L L S

T H E Y A R E U N P R E D I C TA B L E

1. D O N ’ T TA K E I T P E R S O N A L LY 2. D E V E L O P I T I N T H E M 3. T E A C H A B O U T B O D Y

L A N G U A G E 4. E X P L A I N W H Y 5. M A K E T H E M W O R K W I T H

P E O P L E

D O N ’ T C A R E A B O U T B E I N G R U D E

N O W F O R T H E H A R D PA R T…

W H AT A R E I S T H E K E Y B O D Y L A N G U A G E T O

a) I D E N T I F Y b) D E A L W I T H E F F E C T I V E LY

!

D I F F I C U LT I N D I V I D U A L S

L E T ’ S L I N K I T !

T H E R E ’ S M O R E B U T L AT E R L A H H ( :

DIFFICULTLeading the most

People& how to talk to them