Level 2 Diploma in Business Administration Unit 222

Level 2 Diploma in Business Administration Unit 222 (B&A 34): Communication in a business environment • Power. Point presentation Handout 5: Body language © 2014 City and Guilds of London Institute. All rights reserved. 1 of 8

Level 2 Diploma in Business Administration Introduction • Can be negative or positive. • Body language can affect the behaviour of others • Should not be considered in isolation but should be considered along with the words being used. • Body language of both speaker and listener will affect outcome. © 2014 City and Guilds of London Institute. All rights reserved. 2 of 8

Level 2 Diploma in Business Administration Body language The following all convey a message: • The way we stand – posture. • Gestures we make. • Facial expressions. © 2014 City and Guilds of London Institute. All rights reserved. 3 of 8

Level 2 Diploma in Business Administration Posture – what messages do the following send? Standing straight – Confident Drooping shoulders or looking at the ground – Nervousness or disinterest Crossed arms – Defensive and unapproachable Hands on hips – Stern and confrontational. Standing very close – Can be intrusive and forceful. © 2014 City and Guilds of London Institute. All rights reserved. 4 of 8

Level 2 Diploma in Business Administration Gestures – what messages do the following send? Drumming fingers on a table – impatience. Pointing – aggressive and threatening. Talking with our arms is something we all tend to do and in many cultures this is normal. © 2014 City and Guilds of London Institute. All rights reserved. 5 of 8

Level 2 Diploma in Business Administration Facial expressions – what messages do the following send? Smiling – Welcoming. Frowning – Not welcome or thoughtful. Raised eyebrows – Surprise or disbelief. Pursed lips – Disapproval. © 2014 City and Guilds of London Institute. All rights reserved. 6 of 8

Level 2 Diploma in Business Administration Eye contact • No eye contact – ‘shifty’ and untrustworthy. • Eye contact gives the impression that the person is important and you are talking directly to them. • Do not to look at a person for more than a few seconds – they will feel uncomfortable. • With a group, make eye contact with each person. © 2014 City and Guilds of London Institute. All rights reserved. 7 of 8

Level 2 Diploma in Business Administration Your body language messages • Be aware of your own body language to ensure you do not betray feelings of boredom or irritation. • Ask colleagues for feedback on your body language – you may find you have habits you were not even aware of! • Or if the opportunity arises, observe video footage of yourself. © 2014 City and Guilds of London Institute. All rights reserved. 8 of 8