MODULE 2

Kinesics – Proxemics - Chronemics – Vocalics – Haptics. Telephone etiquettes

 KINESICS(BODY LANGUAGE)
Kinesics is the broad field of nonverbal communication,solely
concerned with the interpretation of nonverbal behaviours that are
associated with body movement, gestures,posture, facial expression

Kinesics or kinesic communication is all about communication

through body movements, such as gestures and facial expressions. It is
all about non-verbal behavior using any part of the body. It also
includes communicating using the body as a whole.

Interviewers and police interrogators study kinesic communication.

They say it helps them determine whether people they are interviewing
are telling the truth.

Law enforcement officers say that suspects and witnesses involuntarily

present telling indicators of deception through body language. They
also present indicators of nervousness and receptiveness.
➔ Examples of confession behaviors include crying, talking using
an explanatory tone of voice, or slumping on a chair.
➔ In fact, even seemingly innocent actions such as pointing
thumbs upward with clasped hands is a sign of lying in a
statement.
➔ Police interrogators and corporate interviewers use kinesic
communication and verbal cues when talking to their
interviewees.
➔ Apart from helping them determine the veracity of what people
are telling them, kinesics helps them glean other factors. For
example, it helps them determine how keen or hesitant a job
applicant is.
FACIAL EXPRESSION
When communicating with others, our faces
often reflects the emotions- pleasant or
unpleasant –that we feel at that point in time.
Facial expressions showing six different human
emotions
● Happiness
● Sadness
● Surprise
● Anger
● Disgust
● fear
EYE CONTACT
1. Direct Eye Contact-This is generally regarded as a sign of truthfulness when speaking; however,
practiced liars know this and will fake the signal. When listening, eyes which stay focused on the speaker’s
eyes tend to indicate interested attention, which is normally a sign of attraction to the person and/or the
subject.

2. Widening Eyes-Widening the eyes generally signals interest in something or someone and often invites
positive response. Widened eyes with raised eyebrows can otherwise be due to shock, but aside from this,
widening eyes represents an opening and welcoming expression.

3. Narrowing Eyes-People who have narrow eyes, or who narrow their eyes, are seen as dominant. When the
eyes are narrowed, they take on the appearance of a visor—it looks as if the person is peering through a slit
in their helmet. They also produce other revealing signs of dominance, like the lowering of the eyebrows, the
narrow, resolute set of the mouth, and the absence of smiling
videos

APPEARENCE

Gesture

Expression

presentation
Body movement

Body Movement is the voluntary or involuntary movement of parts of

the body such as hands, feet, legs, and shoulders, which may either
reinforce or contradicts what is communicated verbally
Shoulder shrug : The most common shrug, which usually conveys the messages “ I
don’t know’ , ‘ I am doubtful’ or what can I do?

Palm rub : the speed at which a person rubs his palms together indicates how
positive the out come of a situation will be and who it will benefit.

Thumb display : thumb gestures are positive signals often used in the typical pose of
the “ cool manager’’ who uses them in the presence of team members.

Nose touch : The Nose touching gesture is used by a listener who doubts the speakers
words
—Eye rub: Men & women rub their eyes vigorously if the lie is a big one they will
often look away, usually at the floor.
—Ear rub: ear rub gesture include rubbing the back of the ear, this gesture is a
signal that the person has heard enough or may want to speak.
—Neck scratch: signal doubts or uncertainty and is characteristics of the person
who says, “ I am not sure I agree”
—Chin stroking: this gesture is a signal that the listener is “making a decision”.
Emblems are deliberate movements of the body that are consciously sent and easily
translated into speech, such as a wave that means “come here,” a thumbs-up gesture that
means “okay,” and a wave that means “hello” or “good-bye.”
Illustrators are bodily cues designed to enhance receiver comprehension of speech by
supporting or reinforcing it. As we do with emblems, we use illustrators consciously and
deliberately. For example, when you give someone directions, you use illustrators to
facilitate your task.
Regulators are cues we use intentionally to influence turn taking—who speaks, when, and
for how long. For example, gazing at someone talking to you and nodding your head
usually encourages the person to continue speaking, while leaning forward in your seat,
tensing your posture, and breaking eye contact traditionally signals that you would like a
turn
Adaptors are unintentional movements of the body that involuntarily reveal information
about psychological state or inner needs, such as nervousness. They include nose scratches,
hand over lips, chin stroking, and hair twirling
GESTURES

Gestures refers to the movement of hands, face,

or other parts of the body in a way that conveys
meaning.
Evaluation, boredom and impatience gestures

● When the listener begins to use their hand to support their head, it is a sign that boredom
has set in. The degree of the listener’s boredom is related to the extent to which the arm
and hand is fully supported by the hand.
● Needless to say, ultimate boredom is signalled when the head is on the desk and the
person is actually fast asleep.
● On the other hand, genuine interest is shown when the hand is on the cheek ,not used as a
head support.
● Drumming the fingers on the table or continual tapping of the feet on the floor are signs
of impatience.
● The listener who displays such gestures is in fact telling the speaker that it is time for
them to end the speech.
Steepling gestures
➔ Steepling , a gesture in which the fingertips of the two palms touch each other to form a
steeple – like gesture, can be an exception to this rule , as it is often used in isolation of
other gestures.
➔ In fact people who are confident or use very few or restricted body gestures often use this
gesture and by doing so they signal their confidence.
➔ The raised steeple position is normally adopted by someone offering their opinion or
talking.
➔ The lowered steeple position of the hands is normally taken by someone who listening
Boss sitting with fingers closed into a fist and resting the
cheek, index finger pointing upward. To say it in plain
words, your boss is conveying an evaluation gesture
 POSTURE
Posture refers to the way people hold themselves while at work, in social gatherings, or in public places.

For example, sitting with your head in your hands often indicates that you are feeling low, whereas sitting with your
feet on the desk may be interpreted by others as a sign of your feeling of superiority.

A slouching body posture may indicate submissiveness or fatigue while an erect one signals dominance or an
energetic state of mind. Again, while a firm handshake will give the impression of assertiveness or honesty, too firm
a handshake can seem arrogant or challenging.

Folding arms across your chest or body is protective and will give the impression that you are a closed, guarded, and
defensive person. People with arms folded, legs crossed, and bodies turned away signal that they are rejecting
messages. People, who show open hands, with both feet planted on the ground, indicate that they are accepting a
message.
GAIT
Gait refers to the manner in which you walk.

● Walking with your head up, chin out and one palm gripping the other hand behind
the back (as in the case of a policeman patrolling on his beat, or the headmaster of a
local school walking through the schoolyard) conveys your comfort, confidence and
complete command over a situation.
● When you walk with your head down, chin in, and both arms crossing your chest or
both arms tucked inside the pockets of your trousers, the message conveyed may just
be the opposite—you are uncomfortable, upset and nervous over your helplessness in
the given situation!
PROXEMICS-Proxemics is the amount of space people prefer
to have when engaging in conversation with others.

Read more at:

https://www.scienceofpeople.com/proxemics/
Intimate distance is that which is used for very confidential communications. An example of
intimate distance is two people hugging, holding hands, or standing side-by-side. People in
intimate distance share a unique level of comfort with one another. Those who are not
comfortable with someone who approaches them in the intimate zone will experience a great
deal of social discomfort or awkwardness.

Personal distance is used for talking with family and close friends. Although it gives a
person a little more space than intimate distance, it is still very close in proximity to that of
intimacy, and may involve touching.

Social distance is used in business transactions, meeting new people and interacting with
groups of people. Social distance may be used among students, co-workers, or acquaintances.
Generally, people within social distance do not engage in physical contact with one another.
Culture is one of the factors which
contribute to people's perceptions
of how proxemics should be used.
People from different cultures
have different views on what the
proper personal space should be.
In Latin America, people who may be complete
strangers may engage in very close contact. They
often greet one another by kissing on the cheeks.
North Americans, on the other hand, prefer to shake
hands. While they have made some physical contact
with the shaking of the hand, they still maintain a
certain amount of physical space between the other
person.

If a North American were to be greeted by a Latin American

person, the American may feel as though his or her space has
been invaded, due to the fact that people of Latin descent tend to
prefer less spatial proximity. As a result, the American may
consciously or subconsciously step back to regain his physical
space.
The term proxemics was coined by Edward T. Hall, the pioneer of proxemic
research, because it suggests that proximity, or lack of it, is a vitally important
factor in human interaction

Proxemics consists in the messages people express when, for example, they prefer
to sit at the front or back of a classroom, or whether they sit near to or far from the
head of the table at a meeting. Most teachers will tell you that the mischief-makers
dash to the back of the classroom and that the more serious students choose a front
a seat.
 CHRONEMICS
Chronemics is a discipline concerned with the study of a person’s use of time. Chronemics help us to understand how

people perceive and structure time in their dialogue and relationships with others

● Chronemics is the study of how human beings communicate through their use of time.
● We attempt to control time, trying to use it more effectively.
● Good timing is very crucial, and you should rehearse a formal presentation until it is a little under line, because
staying within time limits is a mark of courtesy and professionalism.
● Chronemics refers to a communication-based understanding of time.
● These understandings vary from culture to culture and person to person.
● In American culture they have a more strict understanding of time, meaning that if they set a work
meeting for 10am, it would be extremely rude to arrive 40 minutes late, whereas in many Latin or South
American countries arriving late would be quite normal, even expected.
Chronemics differ from situation to situation as well as relationship to relationship.

A situational example would be, even in America, it is acceptable to arrive late to a

party, but not to a work meeting.

Many North American and Western cultures are considered to be monochronic—that

is, focused on the sequential completion of tasks, in a structured and time-conscious
way. However, other cultures such as Latin American and Asian are considered
polychronic. These cultures are less focused on accounting for individual measures of
time and more focused on tradition, relationships, and freedom.
PERSONAL APPEARANCE

Personal appearance, or the way we dress, groom, and present ourselves physically, communicates

meaning

Even though we may say we shouldn’t judge by their looks, it seems that is exactly what we

do.

Our personal appearance has a pervasive impact on our self-image and on the image we communicate to

others. As such, it is a major factor in shaping our behaviour and the behaviours of those with whom we

interact.
A speaker who shows up at a formal occasion in a T-shirt and shorts not only displays a

lack of audience analysis but is likely to lose credibility. Similarly, wearing formal

business attire to speak at a casual gathering is also inappropriate. In short, be sure your

clothing matches the style and tone of the occasion.

SIGN LANGUAGE
Any means of communication through bodily movements, especially of the hands
and arms, used when spoken communication is impossible or not desirable.

Wherever vocal communication is impossible, as between speakers of mutually

unintelligible languages or when one or more would-be communicators is deaf,
sign language can be used to bridge the gap
SIGN LANGUAGE
PARALANGUAGE
Paralanguage is the technical term for the voice cues that accompany spoken words. It is concerned

with the sound of the voice and the range of meanings that people convey through their voices

rather than the words they use.

For example, the word “Yes”, can completely convey different meanings, even in the exact same

sentence, depending on how it is said—whether it is spoken sincerely or sarcastically. The

“how”—you say something—is referred to as paralanguage

The tone of your voice can help you communicate what you mean to convey, or it can reveal

thoughts you mean to conceal.

VOCALICS
● Vocalics, also referred to as paralanguage, includes the way you speak, such as your tone of
voice. No matter what you might say, the way you say it can communicate more than the words
you choose.
● Besides tone, vocalics might include the volume and pitch of your voice. For example, if you
feel uncomfortable in a situation, you might naturally speak quietly to draw less attention to
yourself. Conversely, speaking too loudly can make the person you are talking to feel you are
trying to speak over them or overpower their opinion.
● Sarcasm is also an example of nonverbal communication because it involves saying words in a
tone that conveys the opposite meaning. For example, if you are being sarcastically enthusiastic
about a situation, you might say “Oh, great” in a sarcastic tone. Although the words show a
positive response, the way you say it shows otherwise
 The two main categories of paralanguage are vocal characteristics and vocal interferences.

1. Vocal characteristics are the pitch (the highness or lowness of your voice), volume (how loudly or softly
you speak), rate (the speed at which you speak) and voice quality (how pleasant or unpleasant your voice
sound). Each of these characteristics plays a part in the impression others have of you. For example, a
loud voice is usually associated with aggressiveness; people who speak quickly are said to be nervous.
2. Vocal interferences are the sounds and words we use when we hesitate or are not sure of the right word.
We all use the occasional “uh”, “er”, “well”, and “you know” to indicate that we are searching for the
right word. But such interferences may become a problem when they pop up too frequently as they can
interrupt your listener’s concentration and comprehension.
Elements of Paralanguage

➔ Pitch refers to the highness or lowness of the voice.

➔ We also develop vocal stereotypes by which we associate low-pitched
voices with strength and maturity. The high-pitched voices, we associate
with helplessness, tension, and nervousness.
➔ We often lower our pitch when sad and raise it when excited.
➔ If we are bored, we may speak in a monotone that reflects our lack of
interest.
➔ Your pitch expresses your emotional state; for instance, it can
communicate anger or annoyance, patience or tolerance.
➔ Volume is the power of your voice. It refers to the degree of loudness or softness of
your voice when communicating, which could affect perceptions of intended meaning
➔ Someone who is typically loud may alienate others; such a person is often viewed as
overbearing or aggressive. In contrast, if you are soft-spoken, others may interpret your
behaviour as timidity. Thus, your volume can overwhelm or underwhelm others'
impression of you
➔ We increase volume to stress particular words and ideas and to reflect the intensity of
our emotions. Similarly, a sudden decrease in volume can add suspense or sustain
another’s attention.
Rhythm:

It is about the pattern and the music of your voice.

A smooth rhythm will project you as a confident speaker with an authoritative

attitude. On the other hand, being out of rhythm may convey lack of clarity and
preparation.
Rate of speech:

People speak about 150 words a minute on average.

Speaking fast signifies a nervous, impatient speaker, while a slow speaker

sounds boring and clueless about the situation.
TELEPHONE ETIQUETTES
Answering the Phone:
● Answer promptly, ideally by the third ring.
● Identify yourself and, if applicable, your company or department.
● Use a polite and professional greeting, such as "Hello, this is [Your Name] at [Your Company]. How may I help
you?"
Speaking Clearly:
● Speak clearly and at a moderate pace.
● Avoid speaking too loudly or softly.
Active Listening:
● Focus on the caller and listen attentively.
● Avoid interrupting the caller; let them finish speaking before responding.
Be Courteous and Polite:
● Use polite language and be respectful.
● Say "please" and "thank you."
● Avoid using slang or inappropriate language.
Professional Tone:
● Maintain a professional tone, even if the conversation becomes challenging.
● Smile while talking; it can positively affect your tone.
Provide Information Clearly:
● If asked to hold, ask for permission and wait for a response.
● When transferring a call, provide necessary information to the receiving party.
Use Hold and Mute Wisely:
● If placing someone on hold, inform them and wait for their response.
● Use mute when necessary, but be cautious not to speak or make noise while muted.
Taking Messages:
● If someone is unavailable, offer to take a message.
● Record accurate information, including the caller's name, number, and the reason for the call.
Ending the Call:
● Before ending the call, ensure the caller has no further questions or needs.
● If necessary, summarize key points and provide next steps.
Cell Phone Etiquette:
● Use a professional voicemail greeting.
● Avoid answering calls in inappropriate or noisy environments.
● Text or email may be more appropriate for certain situations.
Handling Difficult Calls:
● Remain calm and composed.
● If the situation becomes challenging, offer to find a solution or escalate the issue to a supervisor.
Respecting Time Zones:
● Be mindful of the time zone of the person you are calling, especially for business or international calls.