PROFESSIONAL SKILLS

II Semester
Study Material
Unit- I
Basics of Corporate Culture

Corporate culture is a fundamental aspect that shapes the identity, behaviour, and values of an
organization. It encompasses the shared beliefs, customs, attitudes, and practices that define
how individuals within a company interact with each other and with external stakeholders.
Understanding the basics of corporate culture is essential for fostering a positive work
environment, promoting employee engagement, and ultimately driving organizational success.
Corporate Culture is about performance and making people feel good about how they contribute
to the whole. Culture is not an initiative. Culture is the enabler of all initiatives. Workplace
culture can make or break an organisation. A hallmark of a healthy creative culture is that its
people feel free to share ideas, opinions, and criticisms. Lack of openness, if unchecked,
ultimately leads to dysfunctional environments. For a healthy creative corporate culture, one
should care of-
Values and Beliefs:
At the core of corporate culture are the values and beliefs that guide decision-making and
actions within the organization. These include integrity, innovation, teamwork, customer focus,
etc. Articulated values help employees understand the company's priorities and foster a sense of
purpose.
Leadership Influence:
Leadership plays a pivotal role in shaping and reinforcing corporate culture. The behaviour and
actions of top executives set the tone for the entire organization. Effective leaders align their
decisions with the established values, creating a culture that reflects the company's mission and
goals.
Communication:
Open and transparent communication is a key component of a healthy corporate culture. It
ensures that information flows freely throughout the organization, promoting trust and
collaboration. Regular communication about the company's vision, goals, and achievements
helps employees feel connected to the larger purpose.
Employee Engagement:
A positive corporate culture promotes employee engagement by providing a supportive and
inclusive environment. Employees are more likely to be motivated and committed when they
feel valued and respected. Recognizing and rewarding employees for their contributions fosters
a culture of appreciation and reinforces desired behaviours.
Adaptability and Innovation:
A strong corporate culture encourages adaptability and embraces innovation. This involves a
willingness to change, experiment, and learn from both successes and failures. Companies with
a culture that values innovation are better positioned to stay competitive and respond effectively
to market dynamics.
Diversity and Inclusion:
Inclusive corporate cultures celebrate diversity, recognizing the unique perspectives and talents
that individuals from different backgrounds bring to the table. Embracing diversity not only
strengthens the workforce but also contributes to a more dynamic and creative organizational
culture.
Work-Life Balance:
Balancing work and personal life is an integral part of a healthy corporate culture. Companies
that prioritize employee well-being create an environment where individuals can thrive both
professionally and personally. Understanding and actively cultivating a positive corporate
culture is an ongoing process. Organizations that invest in building a strong and supportive
culture are more likely to attract top talent, retain employees, and achieve long-term success in
an ever-evolving business landscape.
Dressing sense-personal hygiene
Dressing/Personal appearance
Corporate dressing refers to sensible dressing at workplace which helps an individual to make a
mark of his/her own in the first meeting itself. Corporate dressing teaches an individual to dress
according to the organization culture. Do not wear something which will make you feel odd one
out at the workplace. Dressing sensibly makes you feel confident throughout the day. Believe
me; you do not feel like working if you wear a wrinkled shirt or ill-fitting pants to work. No one
knows you better than you yourself. It is not necessary that something which looks good on
your colleague would also look good on you. Don’t purchase anything just because it is in
fashion. Please use your common sense. If a dress is not looking good on you at the showroom,
it will look the same even at home. Dress according to your body type, weight, and complexion.
Remember, appearances are extremely important.
Corporate dressing plays a crucial role in enhancing one’s personality. An individual with a
pleasing personality is respected and appreciated by all. He can easily charm anyone and win
people over.
You need to feel good about the way you look. Make sure your clothes fit you well. You need
to feel comfortable in your dress. Too tight and revealing clothes make you popular at the
workplace for all wrong reasons. Nobody bothers to notice you, if you are not sensibly dressed.
Formal dressing, if done correctly helps you create the first impression. Remember, you seldom
get a second chance.
Personal grooming and corporate dressing actually go hand in hand. Donning an expensive
business suit will not help, if you are not neat and clean. Here comes the importance of personal
grooming. Personal grooming is defined as the art of cleaning and maintaining one’s body
parts. Personal grooming is essential for everyone irrespective of the gender and nature of
profession. Personal hygiene, if neglected can ruin your personality. Would you feel like
speaking to someone who has bad breath or someone who has sweat stains all over his shirt? I
am sure the answer would be a big NO. The same goes with others as well. Flaunt your clean,
simple yet elegant look.
Male professionals need to:

 Shave Daily/Trim moustache or beard

 Comb hair properly
 Wear crisp, wrinkle free shirts preferably in subtle colours and well fit trousers in
blacks, blues or greys.
 Wear a mild perfume
 Trim his nails

Female professionals need to:

 Tie hair in a neat ponytail or bun.

 Wear flats to work.
 Wear minimal make up
 Get rid of facial hair or hair in any other body part (hands, legs, area around the lip)
 Smell good
 Clean their hands, feet and take care of finger as well as toenails. Preferably use a
transparent nail paint.
 Avoid wearing loud colours to work. Casuals, chunky jewellery, stacks of bangles,
multiple chains /bracelets are strict no at workplaces.
Corporate dressing along with personal grooming help you create a presence that exudes
professionalism, leadership, confidence, and elegance.
Cultural adaptability
Cultural adaptability is a crucial skill and mindset that individuals and organizations must
embrace in today's interconnected and diverse world. It refers to the ability to understand,
appreciate, and navigate different cultural contexts effectively. Whether on a personal or
professional level, cultural adaptability is essential for fostering positive relationships,
promoting collaboration, and thriving in a globalized environment. Non-verbal cues and the
meaning they convey differ from culture to culture.
Cross-Cultural Adaptability
People do business with people who make them feel comfortable and it comes down to sincerity
and good manners. When entering a foreign country, concentrate on reducing the broadness of
your body language until you have the opportunity to observe the locals. A simple way to learn
and understand cultural body-language differences is to record several foreign films and replay
them with the sound off, but don't read the subtitles. Try to work out what is happening, then
watch again and read the subtitles to check your accuracy. If you're not sure how to be polite in
someone else's culture, ask the locals to show you how things are done. Cultural
misinterpretations of gestures can produce embarrassing results and a person's background
should always be considered before jumping to conclusions about the meaning of his or her
body language and gestures.
Following is a picture of George W. Bush using the signature gesture of the Texas Longhorn
football team, of which he is a supporter. The index finger and little finger represent the horns
of the bull and this football gesture is recognized by most Americans.
In Italy, this gesture is known as the “cuckold.” In 1985, five Americans were arrested in Rome
for jubilantly dancing and using this gesture outside the Vatican following the news of a major
Longhorns win in the U.S.A. Apparently the Pope was unimpressed.

Greeting Differences
Handshaking differences can make for some embarrassing and humorous cultural encounters.
Indian, Asian, and Arabic cultures may continue to hold your hand when the handshake has
ended. Germans and French give one or two firm pumps followed by a short hold, whereas
British give three to five pumps compared with an American's five to seven pumps. To the
Americans, the Germans, with their single pump, seem distant. To the Germans, however, the
Americans pump hands as if they are blowing up an airbed.
When it comes to greeting with a cheek kiss, the Scandinavians are happy with a single kiss, the
French mostly prefer a double, while the Dutch, Belgians, and Arabs go for a triple kiss. The
Australians, New Zealanders, and Americans are continually confused about greeting kisses and
bump noses as they fumble their way through a single peck. The British either avoid kissing by
standing back or will surprise you with a European double kiss.

Some Most Common Cross-Cultural Gestures

1. The Ring or OK sign

This gesture was popularized in the U.S.A.

Most of the English-speaking countries adopt this gesture to imply everything is OK .
while others say that it means “knockout,” that is, KO.

 “OK” to a Westerner.
 “money” to a Japanese.
 “zero” or “nothing” in France and Belgium.
 “gay” to a Greek man.
  “Orifice signal, a gay man, or a sexual insult” in the Mediterranean regions, Russia,
Turkey, Latin America or Brazil

The classical example is, in the 1950's, before he became president, Richard Nixon
visited Latin America on a goodwill tour to try to patch up strained relations with the
locals. As he stepped out of his plane, he showed the waiting crowds the American OK
signal and was stunned as they began booing and hissing at him. Being unaware of local
body-language customs, Nixon's OK signal had been read as “You're all a bunch of
arseholes.”
In Japan it can mean “money;” if you're doing business in Japan and you make this sign
for OK a Japanese may think you're asking them for a bribe.
If you travel internationally, the safest rule is to always ask the locals to show you their
insult signals to avoid any possible embarrassing circumstances.

2. The Thumb-Up:

In places that have strong British influence, such as Australia, the U.S.A., South Africa,
Singapore, and New Zealand, the Thumb-Up gesture has three meanings:

 it's commonly used by hitchhikers who are thumbing a lift;

 it is an OK signal;
 and when the thumb is jerked sharply upward it becomes an insult, meaning “up
yours” or “sit on this.”
 In some countries, such as Greece, Sardinia, Russia or West Africa its main
meaning is “get stuffed!” Never hitchhike in Greece.
 In the Middle East will feel offended if you use this gesture as it means nothing is
going on well.
 In Mediterranean countries it means ‘your wife is unfaithful’
 The thumb is also used in combination with other gestures as a power and
superiority signal or in situations where people try to get us “under their thumb.”
 Europeans count from one to five, they use the Thumb-Up to mean “one,” the index
finger becomes “two,” whereas most English-speaking people count “one” on the
index finger and “two” on the middle finger. In this case, the Thumb-Up will
represent the number “five.”

3. The V-Sign or Victory Sign:

Commonly, this gesture denotes triumph or victory in America.

If the palm of the hand is facing inward toward the signer/speaker (i.e. the back of the
hand faces the observer), the sign can mean:
  “Up yours” interpretation or an insulting gesture in Australia, New Zealand, the
Republic of Ireland, South Africa, United Kingdoms
 The number '2' in American Sign Language.
 Victory to a German.
With the palm outward toward the observer, it can mean:

 The number '2' in some parts of Europe

 Victory – in America, United Kingdoms
 Peace, or friend – in America
4. Sign of the horns

People in South America use the rotated hand gesture as a symbol of protection against bad
luck. When you point someone in Italy and Malta with this gesture, it means protection against
the Evil Eye. In the Mediterranean regions such as Brazil, Greece, Italy, Portugal, Spain and
Mexico, it means “cuckold” or ‘Your wife is unfaithful.’ In the United States, it is the official
logo of Texas University as well as the Texas Longhorn Football Team.
Culturally bound words can break communication and convey the negative meaning. For
instance, an Indian asked his Arab colleague why he was a bachelor at the age of forty. The
Arab replied innocently, “Because of dowry…”. The Indian responded, ‘You should not have
been so greedy.” The Arab was upset and confused because he could not understand why his
Indian friend considered him greedy. There was a communication breakdown. ‘Dowry’ for an
Indian is the money that the groom takes from the family of the bride while ‘dowry’ for an Arab
is the amount of ‘mehar’ that the groom has to pay to the father of the bride.
Importance of Cultural Adaptability
Open-mindedness and Awareness:
Cultural adaptability begins with an open mind and an awareness of one's own cultural biases.
Culturally adaptable individuals recognize and appreciate the diversity of perspectives and
practices that exist across various cultures. This awareness allows for more inclusive and
respectful interactions, both in personal relationships and within a professional setting.
Effective Communication: Communication is a key aspect of cultural adaptability. Adaptable
individuals understand the nuances of communication styles, including verbal and non-verbal
cues, in different cultural settings. Being able to convey ideas clearly while respecting cultural
differences helps build strong relationships and prevents misunderstandings.
Flexibility and Resilience:
Cultural adaptability requires flexibility and resilience in the face of change. Adaptable
individuals can navigate unfamiliar situations and adapt their behaviour and approaches to fit
the cultural context. This flexibility is especially valuable in today's dynamic and globalized
workplaces, where individuals often collaborate with colleagues, clients, or partners from
diverse cultural backgrounds.
Global Business Competence:
In the business world, cultural adaptability is a critical skill for success in international markets.
Understanding the cultural norms, business practices, and etiquette of different regions
enhances the ability to negotiate, collaborate, and establish strong partnerships. Companies with
culturally adaptable teams are better positioned to navigate the complexities of the global
marketplace.
Cross-Cultural Teamwork:

In multicultural teams, cultural adaptability is essential for creating a harmonious and

productive working environment. Individuals who can appreciate and leverage diverse
perspectives contribute to more innovative problem-solving and creative decision-making.
Building a culture of inclusivity within a team fosters collaboration and allows each member to
bring their unique strengths to the table.
Continuous Learning and Development:
Culturally adaptable individuals recognize that learning about different cultures is an ongoing
process. They seek opportunities for cross-cultural training and education, staying informed
about global trends and developments. Continuous learning not only enhances cultural
adaptability but also contributes to personal and professional growth.
Enhanced Empathy:
Empathy is a cornerstone of cultural adaptability. Understanding the experiences, values, and
challenges of individuals from different cultures fosters deeper connections and mutual respect.
An empathetic approach helps bridge cultural gaps and promotes a sense of shared
understanding.
In an increasingly interconnected world, cultural adaptability is a valuable asset for individuals
and organizations alike. Embracing and honing this skill contributes to more effective
communication, stronger relationships, and a heightened ability to navigate the complexities of
our diverse global society.
Body language components: Postures & Gestures
Nonverbal communication is the transfer of information from one person to another without the
use of words and language. Nonverbal communication can occur in a variety of ways, including
through facial expressions, gestures, body posture or position and paralinguistics such as
loudness or tone of voice, body language, proxemics, eye gaze, haptics, appearance, artefacts,
etc. There are following seven different nonverbal dimensions
1. Kinesics or body movements including facial expressions and eye contact.
2. Vocalics or paralanguage that includes volume, rate, pitch, and timbre.
3. Personal appearance.
4. Our physical environment and the artefacts or objects that compose it.
5. Proxemics or personal space.
6. Haptics or touch.
7. Chronemics or time.
Body Language
All people express their body language in one of four ways: a light and bouncy movement, a
soft and fluid movement, a dynamic and determined movement, or a precise and bold
movement. Each of those movements have different meanings and coincide with one of the 4
Energy Types.
Body language is a type of communication in which physical behaviours, as opposed to words,
are used to express, or convey the information. Such behaviour includes facial expressions,
body posture, gestures, eye movement, touch, and the use of space.
Facial expressions
Facial expression is a part of body language and the expression of emotion. An accurate
interpretation of it relies on interpreting multiple signs in combination – such as the movement
of the eyes, eyebrows, lips, nose, and cheeks – in order to form an impression of a person's
mood and state of mind; it should always be additionally considered in regard to the context in
which it is occurring and the person's likely intention.
Happiness: when a person is happy, they are typically smiling and more likely to be looking
down. Their facial expression and body language conveys a greater sense of energy in general.
Sadness: the lack of a smile, and an apparent unwillingness to do so, is a sign of sadness. A
person who is sad is also more likely to have their eyes downcast. Their facial body language
will look de-energised especially when compared with someone who is happy.
Focused: when a person is focused their eyebrows are lowered and more centred. A colloquial
expression for this is having ‘knitted brows’. Their eyes also look more focused and in general
they will look more determined in regard to whatever task they are undertaking. Usually,
positive moods are associated with looking more focused and centred overall. If a person is
focused it means they have prioritised their visual appreciation so that it is primarily on a
particular point or area.
Unfocused: An unfocused facial expression will often feature the eyebrows being raised with
an unfocused look to the eyes. A person who is unfocused will look less enthusiastic about any
task that they are undertaking. Depressed, bored and anxious moods are often associated with
looking unfocused.
Confident: Confident facial body language involves a more focused, centred and energised
look. A confident person is also much more likely to be looking up and willing to make eye
contact.
Afraid: The facial body language of someone who is afraid looks stressed and de-energised in
general. Their eyebrows will often be raised, their brow may appear taut, and their mouth may
hang partially open. Similarly, to sadness, a person who is afraid is more likely to be looking
down with their eyes downcast.
Head and neck signals
The body language of the head should be considered in conjunction with that of the neck. In
terms of general posture, the head should be positioned in a manner which feels natural. Body
language conveyed by the head and neck involves various ranges of movement. However, it is
important to note that the positioning of the head should not cause the neck to be stretched or
compressed for too long a period of time without relief. If the neck is strained in this manner, it
may inhibit the ability to use it to convey body language messages effectively.
Nodding of the head is generally considered as a sign of saying 'yes'. When used in
conversation it may be interpreted as a sign of approval and encourage the speaker to go on. A
single nod of the head is a sign of acknowledging another person in a respectful manner; in this
manner it is similar to the Asian practice of bowing to a person as a sign of respect. Shaking the
head is usually interpreted as meaning 'no'. In terms of meaning, it is the opposite of nodding. In
India, a head bobble is the tilting of the head from side to side and is a common sign of saying
yes, ok, or I understand in some manner. Its interpretation can be ambiguous and depends very
much on the context in which it is applied.
When a lowering of the head is emphasised in conjunction with the eyes then this may indicate
a sign of submission. A raising of the head from a lowered posture may indicate an increase in
interest in what someone is saying.
A tilting of the head to the side can be an expression of interest in what the other person is
communicating. On this basis it may be a sign of curiosity, uncertainty or questioning. If the
head is propped up by the hand when the head is tilted then this may be a sign of thinking about
something or, in terms of an ongoing conversation, disinterest. A head which is tilted forwards
slightly whilst being pulled backwards may indicate being suspicious.
General body postures
Emotions can also be detected through body postures. Research has shown that body postures
are more accurately recognised when an emotion is compared with a different or neutral
emotion. For example, a person feeling angry would portray dominance over the other, and their
posture would display approach tendencies. Comparing this to a person feeling fearful: they
would feel weak, submissive and their posture would display avoidance tendencies, the
opposite of an angry person.
Sitting or standing postures also indicate one's emotions. A person sitting till the back of their
chair, leans forward with their head nodding along with the discussion implies that they are
open, relaxed and generally ready to listen. On the other hand, a person who has their legs and
arms crossed with the foot kicking slightly implies that they are feeling impatient and
emotionally detached from the discussion.
In a standing discussion, a person stands with arms akimbo with feet pointed towards the
speaker could suggest that they are attentive and is interested in the conversation. However, a
small difference in this posture could mean a lot. Standing with arms akimbo is considered rude
in Bali.
The superman pose, both hands and fists near the hips or lower back and the package pose is
moving the elbows inwards and hands with/without fingers dug into or resting on the belt or
pants.
If a person has adopted the same body posture for too long a period of time they may look stiff
or strained. They may avoid this effect by adjusting their posture regularly, even if only by a
small amount.
Chest specifically
The posture and movement of the chest is a factor of fundamental importance when considering
the messages, the body as a whole sends out. In general terms, the relative fullness or
shallowness of the chest, especially around the sternum, can be a key indicator of both mood
and attitude.
When the posture of the chest is fuller, and it is positioned relatively forward, then this is a sign
of confidence. If it is thrusting prominently forward, then this may be an indication that the
person wants to be socially prominent and make a statement of physical confidence. When the
chest is pulled back then this can indicate a less confident attitude.
If a person positions their chest closer towards another person it may be a sign of paying closer
attention to them as part of a conversation, or, in other circumstances, it may be a sign of
physical assertion and aggression.
Touching the chest can indicate different things. A person who places two hands over their
heart may do so to emphasise that they are being sincere in what they are saying. Rubbing the
chest, especially over the heart, can be a sign of discomfort, possibly from stress and tension.
As with other examples of chest body language, it may be related to a person's heart rate.

Shoulders specifically
'The shoulders ... shape what others think of us, they reveal our health and emotions, and they
assist us in communicating'
Similarly, to the chest, the posture of the shoulders is an easily observable body language sign.
When the shoulders are back with the chest forwards this generally indicates confidence. If the
shoulders are positioned forwards with the body hunched then this can be a sign of low
confidence or self-esteem; it may also be demonstrative of a feeling of dejection or sadness.
Usually, if a person is relaxed their shoulders are positioned lower; if they are feeling tense or
anxious then they are held in a raised position.
A shrugging of the shoulders, a quick up and down movement, is often given as a sign of not
knowing something or being unable to help in some manner. Partly due to their prominent
position on the body, strong and flexible shoulders can help to communicate a sense of vitality
and natural rhythm. Contrarily, if the shoulders are weak and lacking in mobility, perhaps due
to the frequent adoption of a slumped posture, then this can convey the impression that the
person is depressed.
Reading of Body language
How do you behave when you talk, is more crucial than what you actually said.
Like any spoken language, body language has words, sentences, and punctuation. Each gesture
is like a single word and one word may have several different meanings. For example, in
English, the word “dressing” has at least ten meanings including the act of putting on clothing,
a sauce for food, stuffing for a fowl, an application for a wound, fertilizer, and grooming for a
horse.
It's only when you put a word into a sentence with other words that you can fully understand its
meaning. Gestures come in “sentences” called “clusters” and invariably reveal the truth about a
person's feelings or attitudes. A body-language cluster, just like a verbal utterance, needs some
other gestures or expressions or words to understand the message. The “perceptive” person is
the one who can read the body-language sentences and accurately match them against the
person's verbal sentences.
For example, scratching the head can mean several things—sweating, uncertainty, dandruff,
fleas, forgetfulness, or lying—depending on the other gestures that occur at the same time.
Being “perceptive” or “intuitive” means being able to spot the contradictions between
someone's words and their body language. Overall, women are far more perceptive than men.
This is why few husbands can lie to their wives and get away with it and why, conversely, most
women can pull the wool over a man's eyes without his realizing it.
Body Language is by nature omnipresent is speaks louder than words. The verbal
communication always takes help with body language and para language but body language
alone can convey the desired meaning effectively due to its following characteristics:
• Omnipresent: it always accompanies spoken communication
• Emotionally expressive: it expresses mainly the feelings of the speaker and also of the
listener
• Dominates interaction: it is more communicative than words
• Seems trustable: it is usually felt to be more truthful than spoken words

Albert Mehrabian, a pioneer researcher of body language in the 1950's, found that the total
impact of a message is about 7 per cent verbal (words only) and 38 per cent vocal (including
tone of voice, inflection, and other sounds) (Paralanguage) and 55 per cent nonverbal. (Body
language)
What you see and hear in any situation does not necessarily reflect the real attitudes people may
actually have. You need to follow three basic rules to get things right.

Rule 1. Read Gestures in Clusters

Always look at gesture clusters for a correct reading. Continual hair touching or twirling is a
common gesture that simply reveal we are either bored or feeling under pressure. But in
isolation of other gestures, it's likely to mean the person is feeling uncertain or anxious. People
stroke their hair or head because that's how their mother consoled them when they were
children. To demonstrate the point about clusters, here's a common Critical Evaluation
gesture cluster someone might use when they are unimpressed with what they are hearing:

The main Critical Evaluation signal is the hand-to-face gesture, with the index finger pointing
up the cheek while another finger covers the mouth and the thumb supports the chin. Further
evidence that this listener is having critical thoughts about what he hears is supported by the
legs being tightly crossed and the arm crossing the body (defensive) while the head and chin are
down (negative/hostile). This body language “sentence” says something like, “I don't like what
you're saying” or “I disagree” or “I'm holding back negative feelings.”
Rule 2. Look for Congruence
Body language signals must be congruent with verbal sentences, that is, they must match. If
they are incongruent, the situation indicates likely lying. As the words and gestures are
incongruent. “When a person's words and body language are in conflict, women ignore what is
said.”
If you saw a politician standing behind a lectern speaking confidently but with his arms tightly
folded across his chest (defensive) and chin down (critical/hostile) while telling his audience
how receptive and open he is to the ideas of young people, would you be convinced? No, are
you? What if he attempted to convince you of his warm, caring approach while giving short,
sharp karate chops to the lectern?
Rule 3. Read Gestures in Context
All gestures should be considered in the context in which they occur. If, for example, someone
was sitting at a bus terminal with his arms and legs tightly crossed and chin down and it was a
cold winter's day, it would most likely mean that he was cold, not defensive. If, however, the
person used the same gestures while you were sitting across a table from him trying to sell him
an idea, product, or service, it could be correctly interpreted as meaning that the person was
feeling negative or rejecting your offer.

Why Kids Are Easier to Read

Older people are harder to read than younger ones because they have less muscle tone in the

face. The speed of some gestures and how obvious they look to others is also related to the age
of the individual. For example, if a five-year-old child tells a lie, he's likely to immediately
cover his mouth with one or both hands.
When a teenager tells a lie, the hand is brought to the mouth in a similar way to the five-year-
old, but instead of the obvious hand-slapping gesture over the mouth, the fingers rub lightly
around it.

The original Mouth-Covering gesture becomes even faster in adulthood. When an adult tells a
lie, it's as if his brain instructs his hand to cover his mouth in an attempt to block the deceitful
words, just as it did for the five-year-old and the teenager. But, at the last moment, the hand is
pulled away from the face and a Nose-Touch gesture results. This is simply an adult's version of
the Mouth Covering gesture that was used in childhood.

This shows how, as people get older, their gestures become more subtle and less obvious and is
why it's often more difficult to read the gestures of a fifty-year-old than those of a five-year-
old. Fakers can only pretend for a short period of time, but you have the mastery to read the
body language.
The Magic of Smiles and Laughter
A natural smile produces characteristic wrinkles around the eyes—insincere people smile only
with their mouth. In the enjoyment smile, not only are the lip corners pulled up, but the muscles
around the eyes are contracted, while non-enjoyment smiles involve just the smiling lips.
Lines around the eyes can also appear in intense fake smiles and the cheeks may bunch up,
making it look as if the eyes are contracting and that the smile is genuine. But there are signs
that distinguish these smiles from genuine ones. When a smile is genuine, the fleshy part of the
eye between the eyebrow and the eyelid—the eye cover fold—moves downward and the ends
of the eyebrows dip slightly.
A liar's smile comes more quickly than a genuine smile and is held much longer, almost as if
the liar is wearing a mask. A false smile often appears stronger on one side of the face than the
other, false facial emotions are more pronounced on the left side of the face than the right.

Types of Smiles:
The Tight-Lipped Smile: The lips are stretched tight across the face to form a straight line and
the teeth are concealed. It sends the message that the smiler has a secret or a withheld opinion
or attitude that they will not be sharing with you.
The Twisted Smile: This smile shows opposite emotions on each side of the face. In picture A
below. When you place a mirror down the middle of illustration A, at an angle of 90 degrees to
reflect each side of the face, you produce two completely different faces with opposite
emotions. Mirroring the right side of the face reveals picture B, which has a cheesy grin, while
mirroring the left side reveals picture C, an angry frown.

The Drop-Jaw Smile: This is a practiced smile where the lower jaw is simply dropped down to
give the impression that the person is laughing or playful. This is a favourite of people such as
the Joker.

Sideways-Looking-Up Smile:
With the head turned down and away while looking up with a Tight-Lipped Smile, the smiler
looks juvenile, playful, and secretive. This coy smile has been shown to be men's favourite
everywhere, because when a woman does it, it engenders parental male feelings, making men
want to protect and care for females. This is one of the smiles Princess Diana used to captivate
the hearts of people everywhere.
Arm Signals: You may feel arm-crossing is simply comfortable, but others will think you're
not approachable. When you fold your arms, your credibility dramatically reduces. As long as
someone holds an arms-folded position, a negative attitude will persist.
As in all arm-cross gestures, one arm swings across in front of the body toward the other arm,
but instead of the arms crossing, one hand touches or holds on to a handbag, bracelet, watch,
shirt cuff, or object on or near their other arm. Once again, the barrier is formed and the secure
feeling is achieved. It is what that how the rich and famous reveal their insecurity.
The Coffee Cup Barrier:
Offering a refreshment during a negotiation is an excellent strategy for gauging how the other
person is receiving your offer. Where a person places their cup immediately after they take a
drink is a strong indicator of whether or not they are convinced or open to what you are saying.
Someone who is feeling hesitant, unsure, or negative about what they are hearing will place
their cup to the opposite side of their body to form a single-arm barrier. When they are
accepting of what they are hearing, they place the cup to the side of their body, showing an
open or accepting attitude.

Handshakes
Handshakes are regular greeting rituals and commonly used when meeting, greeting, offering
congratulations, expressing camaraderie, or after the completion of an agreement. They often
portray levels of confidence and/or emotion through factors such as grip and eye contact.
One of the earliest known depictions of a handshake is an ancient Assyrian relief of the 9th
century BC depicting the Assyrian king Shalmaneser III shaking the hand of the Babylonian
king Marduk-zakir-shumi I to seal an alliance.
Shaking hands is a relic of our ancient past. Whenever primitive tribes met under friendly
conditions, they would hold their arms out with their palms exposed to show that no weapons
were being held or concealed. In Roman times, the practice of carrying a concealed dagger in
the sleeve was common, so for protection, the Romans developed the Lower-Arm-Grasp as a
common greeting.

An Analysis of Handshake Styles

The handshake evolved as a way men could cement a commercial deal with each other.
The modern form of this ancient greeting ritual is the interlocking and shaking of the palms and
was originally used in the nineteenth century to seal commercial transactions between men of
equal status. It has become widespread only in the last hundred years or so and has always
remained in the male domain until recent times. In most Western and European countries today
it is performed both on initial greeting and on departure in all business contexts, and
increasingly at parties and social events by both women and men.
Who Should Reach First?
Although it is a generally accepted custom to shake hands when meeting a person for the first
time, there are some circumstances in which it may not be appropriate for you to initiate a
handshake. Considering that a handshake is a sign of trust and welcome, it is important to ask
yourself several questions before you initiate the handshake: Am I welcome? Is this person
happy to meet me or am I forcing them into it? Salespeople are taught that if they initiate a
handshake with a customer on whom they call unannounced or uninvited, it can produce a
negative result, as the buyer may not want to welcome them and feels forced to shake hands.
Under these circumstances, salespeople are advised that it is better to wait for the other person
to initiate the handshake and, if it is not forthcoming, use a small head-nod as the greeting. In
some countries, shaking hands with a woman is still an uncertain practice (for example, in many
Muslim countries it would be considered rude to do so; instead, a small head-nod is acceptable),
but it's now been found that women who initiate a firm handshake are rated—in most places—
as more open-minded and make better first impressions.
But who should shake hands first? When meeting a higher-ranking person in a business context,
wait briefly for that person to extend their hand first. In all other situations, step up and be the
one to initiate a handshake. Do not miss this powerful opportunity to physically connect with
another person.
The handshake is commonly done upon meeting, greeting, parting, offering congratulations,
expressing gratitude, or as a public sign of completing a business or diplomatic agreement. In
sports or other competitive activities, it is also done as a sign of good sportsmanship . Its
purpose is to convey trust, respect, balance, and equality. If it is done to form an agreement, the
agreement is not official until the hands are parted.
Let's assume that you have just met someone for the first time, and you greet each other with a
handshake. One of three basic attitudes is subconsciously transmitted:
1. Dominance: “He is trying to dominate me. I'd better be cautious.”
2. Submission: “I can dominate this person. He'll do what I want.”
3. Equality: “I feel comfortable with this person.”
Dominance is transmitted by turning your hand (striped sleeve) so that your palm faces down in
the handshake (see below). Your palm doesn't have to face directly down, but it is the Upper
Hand and communicates that you want to take control of the encounter.

Taking control
The opposite of the dominant handshake is to offer your hand (striped sleeve) with your palm
facing upward (as below), symbolically giving the other person the upper hand, like a dog
exposing its throat to a superior dog.

This can be effective if you want to give the other person control or allow him to feel that he is
in charge of the situation; for example, if you were making an apology.
When two dominant people shake hands, a symbolic power struggle takes place as each person
attempts to turn the other's palm into the submissive position. The result is a vice like
handshake with both palms remaining in the vertical position and this creates a feeling of
equality and mutual respect because neither is prepared to give in to the other.

The Hand-on-Top Technique

When a power player presents you with a Palm-Down Thrust, respond with your hand in the
Palm-Up position, then put your left hand over his right to form a Double-Hander and
straighten the handshake.

This switches the power from him to you and is a

much simpler way of dealing with the situation and is much easier for women to use. If you feel
the power player is purposely trying to intimidate, and he does it regularly, grasp his hand on
top and then shake it (as below). This can shock a power player, so you need to be selective
when using it and do it only as a last resort.

Gaining the Left-Side Advantage When two leaders stand side by side for media photographs,
they try to appear equal in physical size and dress code but the one who stands to the left of the
picture is perceived by viewers to have a dominant edge over the other. This is because it is
easier to gain the upper hand when they shake, making the one to the left of the photograph
appear to be in control. This is obvious in the handshake that took place between John F.
Kennedy and Richard Nixon prior to their television debate in 1960. At that time the world was
ignorant about body language, but on analysis, JFK appears to have had an intuitive
understanding about how to use it. He made a practice of standing on the left-hand side of a
photograph and applying the Upper-Hand position was one of his favourite moves.
Breathing
Body language related to breathing and patterns of breathing can be indicative of a person's
mood and state of mind; because of this, the relationship between body language and breathing
is often considered in contexts such as business meetings and presentations. Generally, deeper
breathing which uses the diaphragm and abdomen more is interpreted as conveying a relaxed
and confident impression; by contrast, shallow, excessively rapid breathing is often interpreted
as conveying a more nervous or anxious impression.
Some business advisers, such as those who promote neuro-linguistic programming, recommend
mirroring a person's breathing pattern to convey an impression of mutual understanding.

Various forms of non-verbal communication:

Kinesics: kinesics refers to communication through the body language of the parties
communicating. When a boss gestures a thumbs up it could mean liking the idea or going
ahead, pounding the table to express anger or disagreement, staring at the father that you have
done something inappropriate, nodding delivers a positive message without words, during an
interview shaking legs shows nervousness.
Haptics (Touch):
It is a subcategory of Body Language, and the study of touching as such, handshakes,
holding hands, back slapping, high fives, brushing up against someone or patting someone
all have meaning. Touching is the most developed sense at birth and formulates our initial
views of the world. Touching can be used to sooth, for amusement during play, to flirt, to
express power and maintain bonds between people, such as with baby and mother.

Proxemics: Proxemics refers to the use of physical space to communicate. it is the study of the
amount of the space that people feel it necessary to set between themselves. Some people stand
very close to another person while talking. Some people may be okay with it, while others may
take offence. This aspect of communication is called proxemics.
This aspect of communication goes as far as to study the impact of objects around the room
where people are communicating. For example, if during a meeting, a fountain is kept in the
room, people may get distracted.
Not only the objects in a room, the room itself can have an impact on a conversation. Imagine
an interview taking place in an office cafeteria. How comfortable would the interviewee be?
Compare this situation to giving an interview in a closed room only in the presence of the
interviewer. Thus, the three main aspects of proxemics that are used for communication are
territory, things, and personal zones.
Chronemics: Chronemics refers to communication using time as a factor. Let us understand
this with the help of an example. A boss who comes to office on time every day, subtly
communicates it to his/her employees that they too are expected to be on time every day.
An understanding of non-verbal methods and aspects of communication helps a person to
improve oral and written presentation by using the methods and by gaining control over body
language.
There are formats and structures for verbal communication in different types of situations. For
example, documents used in business have names and formats; letters, reports, memos, minutes
have their own formats and layout. For oral communication we have the formats of
presentations (or speeches), interviews, meetings of various types, negotiations and so on. The
effectiveness of verbal communication depends on a person's skill in the use of language. A rich
vocabulary, command of a variety of sentence structures, clarity in thinking, and focus on the
audience are necessary for effective verbal communication.
Oculesics
Oculesics, a subcategory of body language, is the study of eye movement, eye behaviour, gaze,
and eye-related nonverbal communication. As a social or behavioural science, oculesics is a
form of nonverbal communication focusing on deriving meaning from eye behaviour. It is also
crucial to note that Oculesics is culturally dependent. Avoiding eye contact usually portrays a
lack of confidence. However, direct or prolonged eye contact means that you are challenging
the individual with whom you are speaking or that you have a romantic interest in the person. It
may be a sign of anger or aggression. Moderate eye contact is 3 to 5 seconds.
Within many cultures around the world, it is believed that the eyes are the windows to the soul.
In public speaking, since we usually want to arouse both spirit and soul, the eyes become the
most important physical equipment of all.
Paralinguistics:
A term used variously in the study of human communication to refer to aspects of vocal or
bodily expression that convey meaning. Characteristics of the voice, apart from the words
spoken, which can communicate something about the speaker’s attitude, are known as
paralanguage. It is the study of spoken communication throw changes in the rate of speech,
accent, volume, voice modulation, pitch and fluency. It includes the qualities of the voice, the
way we use our voice, as well as the sounds we make without uttering words. It is possible to
control and use paralanguage effectively by becoming aware of it and paying attention to one's
voice and speech.
Voice has characteristics like tone, volume, and pitch. Tone is the quality of the voice. Volume
is the loudness or softness, which can be consciously adjusted to the number of persons in the
audience and the distance between the speaker and the listeners; speaking too loud shows lack
of self-command or abrasive nature. Pitch is the high or low note on the scale; a high-pitched
voice is often unpleasant, and suggests immaturity or emotional disturbance; a frightened
person speaks in a high-pitched voice. It is better to begin softly, in a low pitch and raise the
volume and pitch as required. For example, a simple sentence like ‘come here’ can be said
authoritatively or endearingly, depending on the tone of the voice of the sender.

Team-ship
Team ship
Team ship is more than just a collection of individuals working together; it embodies the spirit
of collaboration, shared goals, and collective success. It transcends mere cooperation and
emphasizes a deeper connection among team members. The concept of team ship is pivotal in
fostering a positive and effective working environment, where synergy, trust, and mutual
support thrive. Followings are the main factors for a good team-ship.

Collaborative Spirit:
At the heart of team-ship lies a collaborative spirit that encourages team members to combine
their strengths, skills, and diverse perspectives to achieve common objectives. Individuals with
a strong sense of teamwork prioritize collective success over individual accomplishments,
fostering an environment where everyone is invested in the team's goals.
Mutual Trust and Respect:
Team-ship flourishes in an atmosphere of mutual trust and respect. Team members rely on each
other's capabilities and recognize the value that each individual brings to the team. Trust is the
foundation of effective teamwork, creating a supportive environment where members feel
comfortable sharing ideas, taking risks, and contributing their best efforts.
Shared Goals and Vision:
Successful team-ship requires a shared understanding of goals and a unified vision for the
team's purpose. This alignment ensures that every team member is working towards a common
objective, promoting cohesion and coordination. Clearly defined goals provide a roadmap for
the team, helping members stay focused and motivated.
Effective Communication:
Communication is a cornerstone of team-ship. Open and transparent communication channels
facilitate the exchange of ideas, feedback, and information among team members. Effective
communication ensures that everyone is on the same page, reducing the likelihood of
misunderstandings and enhancing overall team cohesion.
Accountability and Responsibility:
Team-ship involves a collective commitment to accountability and responsibility. Team
members take ownership of their individual tasks and contribute to the team's success by
fulfilling their roles effectively. A sense of responsibility fosters a culture where team members
can depend on each other to deliver high-quality work.
Adaptability and Flexibility:
Successful teams embrace adaptability and flexibility. In dynamic environments, team members
must be willing to adjust their strategies and approaches to overcome challenges and seize
opportunities. A team with a strong sense of teamship can navigate change more effectively and
capitalize on the collective ability to adapt.
Celebrating Success and Learning from Failure:

Team-ship is evident in the way teams celebrate successes together. Recognizing achievements,
big or small, reinforces a positive team culture and motivates members to continue working
towards shared goals. Equally important is the ability to learn from failures. A resilient
teamship encourages a growth mindset, turning setbacks into opportunities for improvement
and innovation.
In essence, team-ship goes beyond the tasks and projects; it encapsulates the shared journey,
mutual support, and collaborative efforts that define a high-functioning and successful team.
When team members cultivate a strong sense of team-ship, they create an environment where
the whole is truly greater than the sum of its parts.

Leadership

Leadership isn’t inborn, it is cultivated. Leadership is the capacity to translate a vision into
reality. It exists in unquestionable integrity powered by innovative insight. It is a multifaceted
and dynamic concept that extends beyond traditional notions of authority and control. It
encompasses the ability to inspire, influence, and guide others towards a common goal.
Effective leadership is characterized by a combination of vision, empathy, decisiveness, and the
capacity to foster growth within individuals and organizations. Here are key aspects that define
the essence of leadership:

Vision and Purpose:

Leadership begins with a clear vision and a sense of purpose. A visionary leader articulates a
compelling and inspiring picture of the future, providing direction and motivation for the team.
Communicating this vision creates a shared understanding among team members, aligning their
efforts towards common goals.
Inspirational Influence:

True leaders inspire others through their words, actions, and integrity. They serve as role
models, setting high standards and demonstrating a commitment to the values they espouse.
Inspirational leadership motivates individuals to exceed their own expectations and contribute
passionately to the collective success of the team or organization.
Effective Communication:
Communication is a cornerstone of leadership. A skilled leader communicates clearly, actively
listens, and adapts their communication style to connect with diverse audiences. Transparent
and open communication builds trust and fosters a collaborative environment where team
members feel heard and understood.
Empathy and Emotional Intelligence:
Empathy is a hallmark of effective leadership. Leaders with high emotional intelligence
understand and resonate with the emotions of others, fostering strong interpersonal
relationships.
Empathetic leaders create a supportive and inclusive workplace, where individuals feel valued
and understood, leading to enhanced teamwork and cooperation.
Decisiveness and Accountability:
Leadership requires the ability to make timely and informed decisions. A decisive leader
navigates challenges with confidence, providing direction and clarity to the team.
Accountability is equally crucial. Leaders take responsibility for their decisions and actions,
setting an example for accountability throughout the organization.
Adaptability and Resilience:
In a rapidly changing world, effective leaders are adaptable and resilient. They navigate
uncertainty with composure, embracing change as an opportunity for growth and innovation. A
resilient leader instills confidence in the team, enabling them to face challenges with
determination and a positive mindset.
Continuous Learning and Development:
Leadership is a journey of continuous learning and self-improvement. Successful leaders invest
in their own development, staying informed about industry trends, leadership theories, and
evolving best practices. Promoting a culture of learning within the organization encourages
team members to embrace growth and innovation.
Team Building and Collaboration:
Leadership involves cultivating a strong team culture. Effective leaders build cohesive and
collaborative teams by recognizing and leveraging the unique strengths of individual members.
Collaboration fosters creativity and problem-solving, enabling the team to achieve outcomes
beyond the capabilities of any single contributor.
In essence, leadership is a dynamic and evolving practice that extends beyond authority and
hierarchy. Effective leaders inspire, empower, and create environments where individuals can
thrive, fostering collective success and organizational excellence.

Stress and Conflict management

Control Stress and Conflict: Whatever the causes of stage fright, be assured it is no emotional
weakness, no personality flaw. In fact, it is as common as a cold and as real as a quarterly
earnings report. Stress and Conflict are both natural and controllable: Ever get nervous by
facing stress and conflict? Everyone does! And it’s not all in your head, either. When you face
something threatening or challenging, your body reacts in what psychologists call the fight-or-
flight response. This response provides your body with increased energy to deal with
threatening situations. You can’t eliminate the physiological symptoms altogether, but you can
reduce their effects with the following techniques:
 Stress management

Accept fight not flight: When you face a stressful/dangerous situation, you have either to
stay and deal with it, or to run away. Running away is a cowardly instinct, winners always take
the bull by the horns.
Breathe deeply: Use deep breathing to ease your fight-or-flight symptoms. Inhale to a count of
ten, hold this breath to a count of ten, and exhale to a count of ten. Concentrate on your
counting and your breathing; both activities reduce your stress.
Convert your fear: Don’t view your sweaty palms and dry mouth as evidence of stress.
Interpret them as symptoms of exuberance, excitement, and enthusiasm to share your ideas.
Know your topic: Feel confident about your topic. When the competency of the topic prevails
ambiguity along with stress and fear and flees away. Know your subject (in other words,
prepare). Believe in your subject. Practice, practice, practice your subject/topic.
Use positive self-talk: Remind yourself that you know your topic and are prepared. Tell
yourself that the audience is on your side.
Don’t admit you’re nervous: Never tell your audience that you’re nervous. They will probably
never notice!
Feel proud when you finish: You’ll be surprised at how good you feel when you finish. Take
pride in what you’ve accomplished, and your audience will reward you with applause and
congratulations. And, of course, your body will call off the fight-or-flight response and return to
normal!
Reward yourself: On overcoming the stress, take time to reward yourself for a job well done.
Conflict management
“People who never experience conflict on the job are either living in a dream world, blind to
their surroundings, or in solitary confinement,” says communication expert Dianna Booher.
Although all workplaces experience conflict from time to time, some people think that
workplace conflict is escalating.
Several factors may be tied to increasing problems at work. One factor is our increasingly
diverse workforce. Sharing ideas that stem from a variety of backgrounds, experiences, and
personalities may lead to better problem solving, but it can also lead to conflict. Another factor
related to increased conflict is the trend toward participatory management. In the past only
bosses had to resolve problems, but now more employees are making decisions and facing
conflict. This is particularly true of teams. Working together harmoniously involves a great deal
of give and take, and conflict may result if some people feel that they are being taken advantage
of.
Conflict is a normal part of every workplace. Although conflict may cause you to feel awkward
and uneasy, not all conflict is negative or dysfunctional. In fact, conflict can serve a number of
healthy functions. In groups, conflict can increase involvement and cohesiveness. When people
clash over differing views, they can become more committed to their purpose and to each other.
Handled properly, conflict can provide an outlet for hostility and can increase group
productivity.
In fact, conflict in the workplace can even be desirable. When managed properly, conflict can
improve decision making, clarify values, increase group cohesiveness, stimulate creativity,
decrease tensions, and reduce dissatisfaction. Unresolved conflict, however, can destroy
productivity and seriously reduce morale.
When problems arise in the workplace, it’s important for everyone to recognize that conflict is a
normal occurrence and that it should be confronted and resolved. Effective conflict resolution
requires good listening skills, flexibility, and a willingness to change. Individuals must be
willing to truly listen and seek to understand rather than immediately challenge the adversary.
In many workplace conflicts, involving a third party to act as a mediator is necessary.
In meetings, conflict typically develops when people feel unheard or misunderstood. If two
people are in conflict, the best approach is to encourage each to make a complete case while
group members give their full attention. Let each one question the other. Then, the leader
should summarize what was said, and the group should offer comments. The group may modify
a recommendation or suggest alternatives before reaching consensus on a direction to follow.
In conflict resolution, you can reach a solution more efficiently and cooperate to create greater
levels of mutual benefit when communicating face-to-face. Although problems vary greatly, the
following eight steps offer a good basic process for resolving conflicts.
Eight Steps to Resolving Workplace Conflicts
Arrange a meeting. Find a time when both parties are willing to have a conversation in a
nonthreatening environment.
Listen to each side. Each individual should describe the situation from his or her perspective.
To be sure you understand the other person’s side, listen carefully. If the other person doesn’t
seem to be listening to you, you need to set the example and be the first to listen. The feeling
that I am listened greatly cools down even the hostile.
Understand the other person’s point of view and paraphrase before responding. Once you
listen, it’s much easier to understand the other’s position. Show your understanding by asking
questions and paraphrasing. This will also verify what you think the other person means. To
promote empathic communication, follow this rule: No one may respond without first
accurately summarizing the other person’s previous remarks.
Show a concern for the relationship and look for common ground. By focusing on the
problem, not the person, you can build, maintain, and even improve the relationship. Show an
understanding of the other person’s situation and needs. Show an overall willingness to come to
an agreement. Learn what you have in common, and look for a solution to which both sides can
agree.
Begin problem solving. Brainstorm together to develop multiple options for resolving the
conflict. Try to see each other as allies, rather than opponents, in solving the problem. Spend
time identifying the interests of both sides.
Reach an agreement based on what’s fair. Seek to determine a standard of fairness that is
acceptable to both sides. Ensure that both parties are agreeable to the chosen solution.
Record the solution. It is important to formalize the agreement in some way.
Implement the solution and follow up. Meet again on an agreed-upon date to ensure a
satisfactory resolution of the conflict. The deadline makes it more likely that both parties will
follow through on their part of the deal.