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 body language speaks for itself through the statistics. Less than 10% of the messages we communicate through our speech; a surprising 40% are conveyed by our tone of voice and 50% simply by our gestures. This is the claim of the book's authors, Geoff Ribbens and Richard Thompson, who says 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 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 state about communication
Correct Answer: B
Why this is correct: The authors clearly say that 40% of communication comes from tone of voice, which is another way of saying intonation. That means a large part of a message is delivered through how we speak, not just the words.
Passage Reference: Less than 10% of the messages we communicate through our speech; a surprising 40% are conveyed by our tone of voice and 50% simply by our gestures. This is the claim of the book's authors, Geoff Ribbens and Richard Thompson, who says 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 you see numbers in the passage, match them carefully. Do not change or exaggerate them.
Why the other options are wrong:
- A: Students may pick this because the passage mentions percentages. However, it never says we understand half of other people's body language. This is a Not Given trap.
- C: This sounds logical because body language is important, but the passage says 50% is gestures, not the major part of any message. This exaggerates the idea and 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 passage explains that because technology removes routine tasks, admin staff now do more people-focused work, like meetings and dealing with clients.
Paraphrasing: Passage: 'pursue more social responsibilities' = Option: 'carry out more people-related tasks'
Tips: Look for cause and effect words like 'with' or 'because'. They often show the answer.
Why the other options are wrong:
- A: Students may think technology reduces human skills, but the passage never says staff use body language less well. This is a Not Given trap.
- B: Confidence is discussed later, but not as a direct result of technology. This mixes ideas from different parts of the text and is a Context shift 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: James contrasts America and the UK. She suggests American PAs are more confident, while UK PAs worry about appearing arrogant.
Paraphrasing: Passage: 'will give out business cards as a matter of course' = Option: 'are more confident'
Tips: When two groups are compared, be very careful not to mix them up.
Why the other options are wrong:
- B: The passage says UK PAs are afraid of being seen as arrogant, not that they actually are. This is a Reverse meaning trap.
- C: This reverses the countries. It is UK PAs, not American ones, who worry about arrogance. This is a Contradiction trap.
Key Vocabulary:
- assertive = confident
- misinterpreted = understood wrongly
Question Focus: Detail question - asks what James believes is beneficial
Correct Answer: C
Passage Reference: "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 enoug
Why this is correct: James clearly says that entering confidently creates a strong first impression, which she believes is very important.
Paraphrasing: Passage: 'enter offices and meeting rooms confidently' = Option: 'entering a meeting with confidence'
Tips: Focus on what the writer emphasises most, not small supporting details.
Why the other options are wrong:
- A: Students may think confidence must last all meeting, but James says you can let it drop a little later. This is a Partial truth trap.
- B: Eye contact is mentioned, but only as part of the first impression, not the main benefit. This is a Wrong section trap.
Key Vocabulary:
- initial impact = first impression
- credibility = being trusted
Question Focus: Detail question - asks about advice for speaking to senior staff
Correct Answer: C
Passage Reference: "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."
Why this is correct: James warns against timid behaviour and says people should approach senior staff with purpose and confidence.
Paraphrasing: Passage: 'timidly waiting' = Option: 'too timid'
Tips: Watch for words like 'always'. They often make an option wrong.
Why the other options are wrong:
- A: Respect is implied, but the passage focuses on confidence, not showing respect through body language. This is a Context shift trap.
- B: Mirroring is mentioned, but James says it should be done sensitively, not always. 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: 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."
Why this is correct: The passage explains that body language depends on context and combinations of signals, so it is easy to misunderstand a single action.
Paraphrasing: Passage: 'seldom one gesture' = Option: 'not difficult to misinterpret the meaning'
Tips: Inference questions require you to understand the message, not match exact words.
Why the other options are wrong:
- B: This says the opposite of the passage, which stresses combinations, not single gestures. This is a Contradiction trap.
- C: Facial gestures are mentioned earlier, but not as the key rule for interpretation. This is a Wrong section trap.
Key Vocabulary:
- context = situation
- gesture = movement
General Tips:
- MCQ questions follow passage order - use the previous answer to help locate the next one.
- Read all options before choosing. The first one that sounds right may not be the best.
- Be careful with extreme words like 'always' or 'never'. They often signal wrong answers.
- Do not use your own opinions. Only choose what the passage clearly supports.
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