Body Language at Work
News of the world's largest experiment to investigate telepathy last week set staff tongues wagging. How wonderful it would be to know what Sandra in accounts really thinks of Susan in systems, and what's behind the faux niceness of Rachel at reception.
But while mind-reading is a skill we're unlikely to use in the office, the ability to read people's bodies is not so unfathomable. Understanding Body Language in a week, published this month by The Institute of Management, aims to show how body language in the workplace betrays your true attitudes, hints at what others really think and can help you become a more effective communicator.
The existence of a body language speaks for itself through the statistics. Less than 10% of the messages we communicate occur through our speech; a surprising 40% are conveyed by our tone of voice and 50% simply from our gestures. This is the claim of the book's authors, Geoff Ribbens and Richard Thompson, who say that "communication without body language would be like writing without punctuation."
Such an analogy may ring true for the bumbling fools among us, who can't get the gist of how to conduct a good office relationship with our peers. While Ribbens and Thompson argue that our ability to interpret others' behaviour is inherent, they acknowledge that not everyone knows how to use that 90% of unspoken communication for the best.
For the growing number of support staff, the art of body language is a talent worth nurturing. With technology liberating them from the more time-consuming chores, PAs and secretaries are able to pursue more social responsibilities - managing staff, attending meetings and handling clients. But to milk these social settings, their body language has to say "confident and capable" - otherwise they will amount to no more than wasted opportunities.
Judi James, business consultant and author of Body Talk: The Skills of Positive Image, offers some advice to the shy secretary. "In America, PAs will give out business cards as a matter of course, but if I suggest this in the UK it tends to provoke nervous laughter," she says. "People in support roles in this country are terrified that being assertive will be misinterpreted as arrogance, which it won't."
Recognising that the nation's confidence is somewhat lacking, an increasing number of British organisations are encouraging staff to learn how to use body language to communicate better.
"I don't like to portray body language as a bag of tricks, but in terms of marketing yourself more effectively at work, there are tips that make a massive amount of difference," says James. "Always enter offices and meeting rooms confidently, as if you're meant to be there. It's amazing how many people have difficulty going up to someone and confidently shaking their hand with just enough eye contact to make them realise you're worth speaking to. Once you've made that initial impact you can probably afford to let it drop a little during the meeting, but that first impression is really important. Always avoid tiptoeing into meetings looking apologetic and trying to be invisible. It looks awful and - although it isn't fair - people will probably question your credibility, however brilliant you might be at your job."
James cautions against being too reticent with our bodies. "If you have to approach a senior colleague at their desk, try to do so with as much purpose as possible. Many people find it very irritating to have someone lurking at their desk, timidly waiting to speak to them, and it can get your conversation off on the wrong foot. I think you can afford to move with a degree of authority without looking like the young pretender." It can also help to slightly mirror the other person's body language, although obviously it pays to judge this sensitively.
But let's not kid ourselves too much with all these career-furthering intentions. The really appealing thing about analysing body language is the idea of interpreting other people's behaviour. From now on, never believe a colleague who has a habit of rubbing his eyes or touching his nose. He is lying, according to the gospel of body language, and should not be trusted.
All of which doesn't bode well for poor unfortunates struck down with conjunctivitis or for those who can't resist fingering a snotty nose. The authors' get-out clause for this little discrepancy is to argue that "it is seldom one gesture or posture, but a combination of body signals that convey the clues. It is also important to put the body language in context."
So next time someone picks at their clothes while talking to you don't automatically assume - as the textbook has it - that they privately they disagree with you. They might be trying to remove traces of the morning's toothpaste from their lapel.
AI explanationShows the answer. Tap to open.
Question Focus: Detail question - asks what the authors say about communication
Correct Answer: B
Why this is correct: The answer is a significant portion of a message is delivered through intonation because the authors clearly state that 40% are conveyed by our tone of voice, which is intonation.
Passage Reference: Less than 10% of the messages we communicate occur through our speech; a surprising 40% are conveyed by our tone of voice and 50% simply from our gestures. This is the claim of the book's authors, Geoff Ribbens and Richard Thompson, who say that "communication without body language would be like writing without punctuation."
Paraphrasing: Passage: '40% are conveyed by our tone of voice' = Option: 'a significant portion of a message is delivered through intonation'
Tips: When numbers are mentioned, check carefully what they describe and do not change the meaning.
Why the other options are wrong:
- A: Students may choose this because they see the number 50%. However, the passage says 50% are conveyed, not that we understand half of body language. This is a Paraphrase trap.
- C: This sounds logical because body language is important. However, the passage divides communication into speech, tone and gestures, and does not say the major part is body language alone. This is a Partial truth trap.
Key Vocabulary:
- intonation = tone of voice
- conveyed = communicated
Question Focus: Detail question - asks about the effect of technology
Correct Answer: C
Passage Reference: With technology liberating them from the more time-consuming chores, PAs and secretaries are able to pursue more social responsibilities - managing staff, attending meetings and handling clients.
Why this is correct: The answer is admin staff carry out more people-related tasks because technology frees them to do managing staff, attending meetings and handling clients, which are people-focused activities.
Paraphrasing: Passage: 'pursue more social responsibilities' = Option: 'carry out more people-related tasks'
Tips: If an option adds a result that is not stated, it is usually Not Given.
Why the other options are wrong:
- A: Students may think technology reduces personal interaction. However, the passage says the opposite - technology liberates staff to do more social work. This is a Contradiction trap.
- B: This sounds positive, but the passage does not say technology makes staff more confident. Confidence is discussed later and separately. This is a Not Given trap.
Key Vocabulary:
- liberating = freeing
- responsibilities = duties
Question Focus: Inference question - asks what James believes
Correct Answer: A
Passage Reference: "In America, PAs will give out business cards as a matter of course, but if I suggest this in the UK it tends to provoke nervous laughter," she says. "People in support roles in this country are terrified that being assertive will be misinterpreted as arrogance, which it won't."
Why this is correct: The answer is PAs in America are more confident than in the UK because American PAs give out business cards easily, while UK PAs are terrified of appearing assertive.
Paraphrasing: Passage: 'give out business cards as a matter of course' = Option: 'more confident'
Tips: When comparing groups, check carefully which country or group the writer is talking about.
Why the other options are wrong:
- B: This reverses the meaning. UK PAs fear appearing arrogant, but James says they are not arrogant. This is a Reverse meaning trap.
- C: The passage says this fear exists in the UK, not America. This is a Context shift trap.
Key Vocabulary:
- assertive = confident
- misinterpreted = understood wrongly
Question Focus: Inference question - asks what James thinks is beneficial
Correct Answer: A
Passage Reference: "Once you've made that initial impact you can probably afford to let it drop a little during the meeting, but that first impression is really important. Always avoid tiptoeing into meetings looking apologetic and trying to be invisible."
Why this is correct: The answer is maintaining strong body language throughout a meeting because James says you must start confidently and can let it drop a little, meaning strong body language still matters across the meeting.
Paraphrasing: Passage: 'first impression is really important' = Option: 'much to be gained'
Tips: If the passage mentions more than one stage, choose the option that covers the whole idea.
Why the other options are wrong:
- B: Eye contact is mentioned, but only as part of the first impression, not as the main gain. This is a Partial truth trap.
- C: Entering confidently is important, but James explains that body language continues to affect credibility later too. This option is too narrow. This is a Partial truth trap.
Key Vocabulary:
- credibility = being trusted
- impact = strong effect
Question Focus: Detail question - asks about advice for speaking to senior staff
Correct Answer: C
Passage Reference: "Many people find it very irritating to have someone lurking at their desk, timidly waiting to speak to them, and it can get your conversation off on the wrong foot. I think you can afford to move with a degree of authority without looking like the young pretender."
Why this is correct: The answer is you should not be too timid because James criticises being timid and advises moving with a degree of authority.
Paraphrasing: Passage: 'not ... timidly waiting' = Option: 'not be too timid'
Tips: Watch for words like always or never - they often signal wrong options.
Why the other options are wrong:
- A: Respect is implied, but the passage focuses on avoiding timidity, not showing respect. This is a Context shift trap.
- B: Mirroring body language is mentioned, but James says it should be judged sensitively, not always done. This is an Extreme language trap.
Key Vocabulary:
- timid = shy
- authority = confidence
Question Focus: Inference question - asks what we should remember about body language
Correct Answer: A
Passage Reference: "It is seldom one gesture or posture, but a combination of body signals that convey the clues. It is also important to put the body language in context."
Why this is correct: The answer is that it is not difficult to misinterpret the meaning because the authors warn that gestures must be seen as a combination and in context, showing misunderstanding is possible.
Paraphrasing: Passage: 'put the body language in context' = Option: 'not difficult to misinterpret'
Tips: For inference questions, look at warnings or cautions at the end of a section.
Why the other options are wrong:
- B: This says the opposite of the passage, which states it is seldom one gesture. This is a Contradiction trap.
- C: Facial gestures are mentioned earlier, but the conclusion stresses context and combinations, not faces. This is a Wrong section trap.
Key Vocabulary:
- context = situation
- gesture = movement
General Tips:
- MCQ questions follow passage order - use the location of the last answer to find the next one faster.
- Always read all options before choosing. The first one that sounds right may be incomplete.
- Numbers and percentages are common traps. Check exactly what they describe.
- If an option uses extreme words like always or never, be very careful.
- Stick to what the passage says, not what seems true in real life.
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