A Study On The Use of Body Language Among Executives in an Orginazition in a Workplace
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Transcript of A Study On The Use of Body Language Among Executives in an Orginazition in a Workplace
UNIVERSITI TEKNOLOGI MARA
A STUDY ON THE USE OF BODY LANGUAGE AMONG EXECUTIVES WITHIN ORGANIZATION IN A
WORKPLACE
Submitted in Fulfilment of the Academic Project Requirement,
Bachelor of Applied Language Studies
(English for Professional Communication)
MOHD ZULFADLI BIN MOHD ROSLI
May 2010
Academy of Language Studies, UiTM
Academic Project EPC 615
Declaration of Authorship
I, Mohd Zulfadli Bin Mohd Rosli
SID No, 2006128483
Declare that this academic project and the work presented in it are my own, and they
are the result of my original research.
A Study on the Use of Body Language among Executives within Organization in a
Workplace
I confirmed that:
1. Where I have consulted the published work of others, this is always clearly
attributed;
2. Where I have quoted form the work of others, the source is always given. With the
exception of such quotations, this academic project is entirely my own work;
3. I have acknowledged all main sources for help;
Signed:
Date:
UNIVERSITI TEKNOLOGI MARA
A STUDY OF THE USE OF BODY LANGUAGE AMONG EXECUTIVES WITHIN ORGANIZATION IN A WORKPLACE
Submitted in Fulfilment of the Academic Project Requirement,
Bachelor of Applied Language Studies
(English for Professional Communication)
MOHD ZULFADLI BIN MOHD ROSLI
2006128483
May 2010
i
ACKNOWLEDGMENTS
الرحيم الرحمن اهللا بسم First and foremost, the researcher would like to thankful to Allah S.W.T for making
all good things possible, giving a good health condition, which consents and
enables to accomplish this study successfully. Besides that, the strengths and
efforts that were put in, to ensure this Research Methodology as required by the
Faculty of Academic Language Studies syllabus finished.
The first appreciation goes to Assoc. Prof. Dr. Saidatul Akmar Binti Zainal Abidin,
on her capacity in being and advisor for this Research Methodology. She had
given a lot of guidance and advices for the researcher in order to accomplish this
study. The researcher would like to thank to parents and friends for being
supportive and encouraged the researcher to finish up this study. Other than that,
their willingness to sacrifice their time and assistance whenever their involvements
and suggestions especially when the researcher face difficulties to accomplish the
task.
Last but not least, and appreciation also goes to all the librarians at Tun Abdul
Razak Libraries (PTAR) in UiTM, for the helping and giving full commitment in
order to find books that related to this study.
The researcher also wants to thank you to readers and to future researchers that
would like to obtain this study on the use of body language as their references and
sources.
Thank you so much.
ii
TABLE OF CONTENTS
TITLE PAGE.............................................................................................................................i
ACKNOWLEDGEMENTS........................................................................................................ii
TABLE OF CONTENTS......................................................................................................iii-iv
ABSTRACT..............................................................................................................................v
CHAPTER ONE: INTRODUCTION
1.1 Background of the Study....................................................................................................1
1.2 Problem Statement............................................................................................................5
1.3 Objectives of the Study...................................................................................................5-6
1.4 Research Questions...........................................................................................................6
1.5 Significance of the Study....................................................................................................7
1.6 Limitations of the Study...................................................................................................7-8
1.7 Definition of Terms..........................................................................................................8-9
CHAPTER TWO: LITERATURE REVIEW 2.1 The History of Body Language...................................................................................11-13
2.2 What is appropriate body language?..........................................................................13-14
2.3 Organizational Communication...................................................................................14-15
2.4 Common Body Postures.............................................................................................15-16
2.5 Unspoken Messages can be Critical to Workplace Communication...........................16-18
CHAPTER THREE: METHODOLOGY 3.1 Introduction......................................................................................................................19
3.2 Research Method............................................................................................................19
3.3 Samples...........................................................................................................................20
3.4 Research Instrument........................................................................................................20
3.4.1 Questionnaire...........................................................................................................20-21
3.5 Data Analysis...................................................................................................................21
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CHAPTER FOUR: ANALYSIS OF FINDINGS 4.1 Introduction......................................................................................................................22
4.2 Discussion of Finding.......................................................................................................22
4.2.1 Demographic Data Analysis.....................................................................................22-23
4.2.2 Non-verbal Communication.....................................................................................23-26
4.2.3 Importance of Body Language in Communication...................................................26-28
4.3 Discussion on Research Questions.................................................................................29
4.3.1 Communication break down when little or no attention is paid................................29-30
4.3.2 Body language signals affect communication..........................................................31-32
4.3.3 Executives in an organization apply body language when they communicate........32-33
4.3.4 The major reasons for executives to use body language........................................33-35
4.3.5 Executives understand the significant of body language.........................................35-36
CHAPTER FIVE: RECOMMENDATIONS AND CONCLUSION 5.1 Introduction......................................................................................................................37
5.2 Recommendations......................................................................................................37-38
5.3 Conclusion..................................................................................................................38-39
REFERENCES.................................................................................................................40-41
APPENDIX.............................................................................................................................42
Appendix A: Questionnaire...............................................................................................43-48
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ABSTRACT
This research is entitled A Study of the Use of Body Language among Executives within the
Organization in a Workplace. This research paper focuses on the use of body language
occurs in executives such as senior executives and junior executives within organization in a
workplace. Yet, people tend to ignore and did not really concerned about it. The objective of
this research is to find out if communication can break down when little or no attention is
paid to a person’s body gestures in the workplace. As we concern, there is very little study
about the use of body language in a workplace. Therefore, this particular study is to allow
executives, and managers to think the important of the use of body language in
communication.
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CHAPTER ONE
INTRODUCTION
According to Gordon Marshall (1998), non-verbal communication can be defined as
forms of communication that do not rely on the spoken or written word. For instance,
gestures and hand signals can frequently give messages to another person without a
word being said.
Mark Knapp and Judith Hall (1997, p. 5) non-verbal communication is defined as
follows: “non- verbal communication refers to communication affected by means other
than words.” It shows that all cultures in the world whether in written or ethnicity
expressed the importance of non-verbal communication to understand human beings.
Over thousands of years, Chinese culture has developed a set of rules about how to
judge the personality of a person by observing the size, shape, and relative positions
of the nose, eyes, eyebrows, cheeks, chin, and forehead.
Non-verbal communication involves two distinct areas of epistemology which are
hypothetical and scientific in characteristics. According to Francois (1984), body
language has been largely overlooked by theoreticians of meaning, language, and
communication. Francois also quoted that “it may descriptions of final state that
enable us to begin with well-formed utterances, with syntax, and then go on to
examine their semantics, whatever those utterances may want to say and, ultimately,
of the pragmatics, of the reasons for saying, of what we are doing when we speak.
And although it is true that linguistics has followed this sequence in its development, it
is just as true that linguistics has followed this sequence in its development, it is just
as true that the child follows the opposite sequence.” In other words, it is a result of a
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normal procedure in the history of accepting the structural to the amount that the final
is essentially grounded in more or less ancient level of emotional communication.
Therefore, preverbal communication refers to bodily communication, mimicry, and
behaviour. Generally, 80 percent of research of communication has put non-verbal
communication whereas it could be around 50 to 65 percent. According to Mehrabian
(1972) in his book entitled ‘Silent Messages’ stated 7 percent of communication
comes from spoken words, 38 percent from the tone of voice, and another 55 percent
came from body language. Thus, body language is claimed as an important element
in communication. However, Mehrabian was only focusing on cases of expressing
feelings or attitudes, such as when a person says “I do not have a problem with you!”
tend to focus on the tone, and body language of the person rather than the actual
words said. It is an example of a common misconception that these percentages
apply on communication.
The history of research of non-verbal communication is applied to the history of
conceptual of answer in conversation. According to Lucas (2007), the previous
researches for instance, body language have produced many types of non-verbal
communication. Body language itself has a number of body language styles that can
be found in our daily communication.
1.1 Background of the study
According to Gordon Marshall (1998) body language is a term used in psychology
referring to gestures, facial expressions, and bodily postures adopted by people in
social interaction. Body language forms part of the category of paralanguage, which
describes all forms of human communication that are non-verbal language. These
include the parts of movements that many people are not aware. For instance, body
language also incorporates the use of facial expressions. Our oral or written language
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expresses our ideas, thoughts, and emotions, meanwhile our bodies are said to
express a series of unspoken or unconsciously articulated messages such as
posture. Furthermore, the alternative term ‘kinesics’ is sometimes used in psychology,
to refer both to the body movements which convey information in the absence of
speech, and the study of such movements. Gestures can be divided into three
categories which are ironics, deictics and beat gestures. According to (Yule (2006, p.
173) ironics gestures mean gestures that seem to be a reflection of the meaning of
what is said. Basically, these types of gestures are related to speakers’ utterances.
For instance, when we are looking for a box, we tend to trace a square in the air while
we are saying it. Yule also mentions about deictic gestures which mean pointing to
someone or object. People tend to point to the object that he/she wants from
someone else while he/she speaks. For instance, “bring that ball” and the person is
pointing his/her finger to the ball. Then, beat gestures are commonly used in
conjunction in speech and keep time with the rhythm to emphasize certain words or
phrases dramatically.
In non-verbal communication, body language signals tend to have a goal other than
communication. The goal is the effectiveness of the message conveyed by the
speaker to the hearer. People observe limit they place on non-verbal cues. Then,
signallers clarify their signals to indicate the biological origin of their action, compared
to the utterances that the speaker is speaking. Several examples of body language
signals in communication have been completed by the researchers in previous years.
According to Mary Nicole Hicks (2007) the fundamental of body language signal
occurs when a person crosses his or her arms across the chest. The intended
meaning of this context is that the person is putting up an unconscious barrier
between their feeling and others or the person is cold because the room’s air
conditioner is cold that can lead to not a good ambience for the person to focus on
the conversation. Mary also stated one example when a person focuses on
consistent eye contact to speaker’s eyes, it can be defined as that the person is
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thinking positively to speaker’s speech. It can be interpreted that the person is
trusting to the speaker, throughout the eye contact.
This study focuses on executives within an organization in the workplace. Generally,
there are two types of executives in an organization which are Senior Executives and
Junior Executives. According to businessdictionary.com executives can be defined as
a person has a good level of education and commands respect from other company
employees appointed and given the responsibility to manage the affairs of the
organization and the authority to make decisions within specified boundaries. Usually,
executives have a thorough knowledge of workings of their company an excellent
record of achievements in the company and with other companies, either in supply or
buy a product. Communication skills are very interrelated to the executives in order to
interact with top level management or lower level management; or among colleagues.
Senior executives tend to have authority for a decision-making, managing and
operating tasks of business in detailed. Some people say, to be a senior executive,
someone has to gain a long-term working experience in a certain area or department
for about five years or he/she must be a Master holder in any equivalent course.
Meanwhile, junior executives tend to receive and run tasks given by senior
executives. Usually, they are Degree holders from any equivalent course. Mostly, the
executives are the precious staff in business workplace, because they seem to have
good communication skills in order to interact with people.
Executives may aspire to hold positions in top management in the future where
communication skills are essential and this also includes body language. Therefore,
this study is an attempt to instill awareness for them on how to deal with body
language in daily interactions.
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1.2 Problem statement
Body language is one of significant elements in communication skills. Yet, people are
not fully aware and realize the importance using the correct body language in daily
communication at the workplace. Generally, according to Tricia Ellis-Christensen
(2003) executives among middle level management in a workplace tend to
misinterpret and it is difficult to recognize the body language signals because of the
lack of observation and not aware. In addition, there is minimal research being
conducted that focuses on this study. Therefore, this research focuses on the
importance of body language in delivering an effective communication. Body
language signals can be a perimeter in indicating the effectiveness of
communication.
1.3 Objectives of the study Based on the problem statement above, the objectives of this study is to seek the use
of body language among executives within organization. The objectives of this study
are:
1. To identify the effectiveness of using body language signals for executives within
the organization.
2. The different types of body language signals in communication at the workplace.
3. If communication can break down when little or no attention is paid to a person’s
body gestures in the workplace.
5
1.4 Research questions
The history of body language signals in the introduction and background to the study
above, and the researcher relates the information to some specific questions to clarify
the information as below:
a) Can communication break down when little or no attention is paid to a
person’s body language in a workplace?
b) How can body language signals affect communication?
c) Do executives in an organization apply body language when they
communicate?
d) What are the major reasons for executives to use body language in their daily
interaction?
e) How much do executives understand on the significance of body language
signals in interaction at the workplace?
The research questions will be answered clearly, based on the research carried out.
6
1.5 Significance of the study
This study is helped executives within organization in a workplace in understanding
of the use of body language in interaction. This study will also to help and increase
the executives understanding and increasing their knowledge about body language
signals in communication. This is because many executives are facing difficulty to
interpret and understand body language. In order to improve the executives’
understanding toward the use of body language, this research will provide examples
and ways on the use of appropriate body language. Moreover, this research will also
help others to understand the concept and the use of body language that always
occur in daily communication. It is because, the use of body language is very
important in the communication process. Then, if someone misinterprets the
gestures, or postures, and body language signals, he/she might be misunderstanding
the concept.
1.6 Limitations and the scope of the study
In this particular sub topic, there are many limitations and scope of the study of the
body language in the workplace. Since the research, only focuses on executives
within corporate organization in the workplace, there are many limitations such as it
is difficult to get full examples about body language occurring in the workplace
because it is only little research completed about this topic. In addition, it is also
difficult to get articles from newspaper or journals about body language itself because
people are not really concerned and emphasis the topic strictly. As a result, this study
will not only obtain certain information but will gather more information because
people will need to find more information regarding the use of body language.
7
Furthermore, the scope of this study is focusing on the executives either senior
executives or junior executives within corporate organization. In depth, the
researcher is going to narrow down the scope to only a corporate sector instead of
government sector.
1.7 Definition of Terms
The following are the definitions of terms and concepts used in this project:
1. Non-verbal communication: The process of communication without using
voice and utterances.
2. Body language: A term of communication using body movements, gestures,
or postures.
3. Syntax: A study of the principles and rules for constructing sentences in
language.
4. Semantics: A study of meaning of language.
5. Pragmatics: A study of invisible meaning in utterances and written.
6. Facial expressions: Process of using facial movement such as mouth, eye-
brow, nose, cheek and forehead to interpret non-verbal communication.
7. Postures: The position of the body parts that interrelated to body language
signals.
8. Paralanguage: The set of non-phonemic properties of speech, such as
speaking tempo, pitch, and tone of voice.
8
9. Mimicry: The act of mimicking.
10. Linguistics: The study of the nature, structure, and variation of language
including phonetics, morphology, phonology, syntax, semantics,
sociolinguistics, and pragmatics.
11. Hand Signals: Hands as a tool for communication to interpret meaning in
conversation for example wavy hands.
12. Kinesics: The study on non-linguistics movement such as gestures, and facial
expression as a systematic mode of communication.
13. Ironics: Characterized by or constituting irony.
14. Deictics: Logic directly using by arguments.
15. Beat gestures: Small baton like movements that do not change in form with
the content of the accompanying speech
16. Psychoanalysis: Body of ideas which is devoted to the study of human
psychological functioning and behaviour.
17. Gestures: A forms of non-verbal communication that using body’s parts in
order to express message.
18. Physiognomists: People who are mastered in the evaluation of person’s
characteristic or personality from appearance, especially the face.
19. Palaeoarchaeologists: People who are professionally in the artefacts of
human being.
20. Ethnologists: People who are professionally in the ethnic study.
21. Zoologists: People mastered in the animal behaviour and attitude.
9
CHAPTER TWO
LITERATURE REVIEW
Most of the time body language is used to determine the message that the speaker is
trying to say to the hearer because body language has credibility to enhance the
understanding of the message through conversation. There are many kinds of body
language such as gestures, eye contacts, and movement. Specific gestures such as
the manual rhetoric of Roman speakers have been objects of study since Classical
times. In Classical Rome, strictly moderated and limited gestures were regarded as a
signal of self-controlled character in that particular time.
In Renaissance Europe, writings on body language were common and well known
whereas in seventeenth-century, physiognomists like Giovanni della Porta and
Charles Lebrun codified the facial expressions of emotion and character, the two
investigations that lead by Giovanni Bonifacio and John Bulwer on gestures.
Gestures are an expected language that people all over the world could be
understood in fundamentally. Charles Darwin (1881) completed research about
animal and human ‘emotions’ in the nineteenth century, tended to support the view
that physical expression might be in nature inherited conditions under which people
live and the bodily deportment and habitual actions perform, whereas they have
consequences for their bodies that discovered by palaeoarchaeologists which is used
as the evidence of excavated skeletons to offer generalizations about the body habits
of the past years. Desmond Morris (1969) studied as certain modern ethnologists
and zoologists stress the similarities between the bodily movements used by humans
and those observed in animals to express hostility, fear, dominance, or territorially. In
addition, there is minimal research being conducted that focuses on this study.
10
2.1 The history of body language
Kathlen Bowers (2007) has studied about the different bodily gestures in interaction.
There are as follows:
2.1.1 Shaking hands
The origin of shaking hands begun in ancient Greece and the Middle East, where
people have long shook hands as a way of making a pledge. This symbolic
expression of pledging is thought to be the reason during a wedding ceremony and to
the bride and groom is asked to join hands as they recite their vows to one another.
However, not all handshaking are so gentle. In Russia, the tradition of handshaking is
more a form of male competition than intimate union. In addition, the handshake is
taken to a painful or competitive extreme like arm wrestling. Although in the United
States, a firm handshake is often considered a sign of confidence and power.
2.1.2 Raising an eyebrow
Eyebrow-raising is a gesture in biology rather than social custom. For some animals
like dogs raise their ears and horses flare their nostrils when they are alert of
something. Human beings depend on sight more than sound or smell. Usually,
people tend to raise eyebrows when they are surprised or suddenly called to
attention. Some scientists theorize that these responses are designed to help people
to get a better view of whatever has so suddenly caught their interest.
11
Sometimes, eyebrow-raising can be an intentional gesture because it communicates
both vulnerability and interest.
2.1.3 Kissing
Some scientists theorize that the gesture has its origins in mothers feeding their
babies by chewing up food and then transferring it, kiss-like, to their babies' mouths.
In ancient Hebrew, the word for breath also means soul. There are indications that as
early as 2000 BC, some cultures believed that bringing the mouths (or breath)
together signified the joining of the two souls.
Ancient Egyptians seem to have a kiss activity, if their art is any indication. Some
researchers believe that they thought of kissing as the giving of breath or giving life.
The Romans are credited with turning the kiss into a sophisticated form of
communication. The Romans kissed each other hello on the mouth or on the eyes,
kissed robes, and kissed rings and statues of gods to indicate submission and
respect. One Roman emperor sent a message about what he thought of other people
by his choice of body part that he allowed them to kiss. Important nobles were
allowed to kiss his lips; less important ones kissed his hands and the least, kissed his
feet. The Romans had several different words for kisses: an osculum was a friendship
kiss; a basium was a passionate kiss; and a savium was a deep kiss.
12
2.1.4 Winking
A common non-verbal gesture in Europe and the United States, winking is an
indication of a private understanding. According to Desmond Morris (1985) in book
entitled Bodywatching stated that wink is directional eye closure which an eye quickly
closed and then opened eye is communicating a "secret aimed only at the person
being looked at. The other eye is being kept open for the rest of the world, who are
being excluded from the private exchange."
2.2 What is appropriate body language?
A study about the appropriate body language in the workplace by Tricia Ellis-
Christensen (2003) showed that in the workplace, body language could change how
people are perceived at work. For instance, even though smiling is considered a
form of welcome in many cultures, it may also identify as a form of embarrassment in
certain Asian cultures. If someone works with people of different nationalities of
understanding, the cultural body language is precious. In United States of America
(USA), workers; some kind of suitable workplace of body language in order to
perceive people as honest, open minded, flexible, and make a good relationship with
each other. In addition, sitting in a straight but relaxed position in a chair during an
office meeting for instance, could be interpreted that the person is released and
attentive.
There are statements claimed by Tricia in body language research at the workplace.
The specification in this particular research is about personal space in order to
express good workplace body language. As we can see, personal space tends to
13
vary in individuals and in races. The research stated in the USA whereas people
should grant to co-workers about one to two feet (30.48 cm-60.96 cm) of personal
space. In the context, no part of the body should be undertaking into this situation.
However, it does examine a person’s reactions. If a person stay back whiles the
person observing the two-foot rule, he or she needs a bigger space in
communication. The situation is considered as reluctant activity of body language.
On other hand, if the person stands or sits comfortably, usually, people might
probably have a personal space ration right for the individual. Thus, the researcher is
considering distance between the speaker and the hearer throughout body
language. Moreover, the research is suitable in covering US citizens only, however
cannot be cover up for the all cultures and races all over the world. Therefore, the
research must be more specific by looking at which level of management within
organization in workplace can put into studies.
2.3 Organizational communication
“Organizational Communication is an excellent research tool for scholars and
practitioners alike. Extensive literature related to organizational communication well
presented and clearly classified. These annual volumes provide a ready source for
individuals concerned with to locate and evaluate relevant information quickly and
accurately.”
The Southern Speech Communication Journal (1988, vol. 7)
The book is about organizational communication in American workplace. The book is
considered as a device for workers to learn and to pursue. In addition, the book
remains to the reader how to communicate effectively within organization in a
14
workplace. This book is related to this study because body language a part of
communication skills. Furthermore, organization in a workplace also interconnected
to complete this study is regarding body language among executives within
organization in a workplace.
2.4 Common body postures
There are examples of body language postures that commonly used in
communication. Provided by Mary Nicole Hicks (2007) examples are as follows:
2.4.1 Arms crossed: A person is defensive cautious towards something that he/she
does not really interest in conversation.
2.4.2 Resting chin on palm: A person feels critical cynical and negative towards
other.
2.4.3 Pitching bridge of the nose: Communicates great thought and concern.
2.4.4 Nose-rubbing or nose-touching: A sign of doubt, it often reveals a negative
reaction.
2.4.5 Direct eye contact: A person feels interested in the situation, likes you.
2.4.6 Fidgeting with hands or objects (i.e., pen): Bored or has something to say.
2.4.7 Inhaling loudly and shortly: A person wants to interrupt a speaking person.
2.4.8 Twisting the feet continuously: A person is nervous or concerned, but can
also mean that a person is stressed or angry and that he does not want to show that
to everybody.
15
As we can see, body language has interpreted in conversation. Body movements
and postures are the major objects for a person, especially for the speaker in order
to understand the hearer’s meaning effectively.
2.5 Unspoken Messages can be critical to workplace communication
According to Heather Rothbauer (2009) communication is the key to success in the
workplace. Communication occurs with vendors and customers. Employees should
remember that spoken language is not the only way of utterance in communication.
Instead, non-spoken signals are also important in the workplace.
2.5.1 Eye-contact promotes understanding and honesty
Employees need to give fellow workers the respect that they deserve. By looking
someone straight into the eye, the speaker feels that the message that he/she is
being carried through to the receiver. Eye-contact promotes understanding and
honesty. Sometimes, if the speaker does not look the receiver in the eye, a feeling of
insecurity or dishonesty will take place.
2.5.2 A good posture increases the interested in conversation
Slouching in the chair signifies a person whom may not carry the message being
sent. A sloppy posture says that the receiver may not be paying attention or may be
purposely trying to distract the speaker. When someone is leaning back in the chair
16
or rocking back shows boredom and a distinct lack of interest in the message. In
contrast, when someone is sitting up straight or leaning in slightly tells the speaker
that the hearer is interested in the conversation.
2.5.3 Office appearance as a signal of communication
Believe it or not, the situation of an office signals communication to co-workers.
Generally, if a desk is messy and strewn with paperwork, a person glance at the
office may believe the occupant has a cluttered mind and is harried when it comes to
work. In addition, it is important to remember the only things needed on the desktop
table such as a stapler, tape dispenser and pencil cup. Other things such as
correction fluid or liquid paper, sticky notes, and extra notepads can be kept into a
table drawer. Clean desks indicate an effective communication for an organized and
neat individual.
2.5.4 Respecting the time is a non-verbal communication
Non-verbal communication normally perceived from gestures, and body language as
understood by common people. However, non-verbal communication may also be
interpreted in a form of attitude. Respecting the time of other workers is also a non-
verbal form of communication. For instance, if someone wants to attend a meeting,
he/she must be punctual and on time as to increase others perception about the
person’s respective.
17
The research is valuable for employees particularly for executives to increase their
ability in order to perform a better understanding about nonverbal communication.
Moreover, there are also samples of how to deal with people using a correct body
language signals.
18
CHAPTER THREE
METHODOLOGY
3.1 Introduction
This chapter is focused on several methods or techniques that will be used in
collecting data for this research study. Data collection is very important because, this
research will support and verify the research questions. The data collection will be
performed in selected timeframes with selected target groups.
3.2 Research Method
In this research, the method can be defined as a technique of collecting data. This
method will be designed and selected based on research questions provided. Then,
this selected method will be used to collect all the information needed regarding the
use of body language signals among executives in a workplace. The data collection
will also be used in finding if communication skill can break down when little or no
attention is paid to a person’s body gestures in the workplace. The data collection will
focuses on executives in several corporate organizations in workplace such as
Monash University Administrative Department, and Sime Darby Global Service
Centre.
19
3.3 Sample
The data collection for this particular research is focused on executives in two
different corporate firms which are Monash University Administrative Department and
Sime Darby Global Service Centre. It is because in body language it can be
determined in various types of people. With this, these two firms indicate the variety
types of executives all over the world. Moreover, the executives in these two firms
are dealing and communicating with people in various levels and countries. There
are many the use of body language occurs in these firms. For data gathering, 30
respondents will be chosen, from any department either Senior or Junior Executives.
3.4 Research Instrument
A questionnaire is a method for collecting data in this research instrument. A set of
questionnaire will be designed according to research questions. The questionnaire
will be used in order to collect data regarding the reasons and impacts of using body
language expressions in interaction. Besides that, this particular questionnaire will be
used to investigate problems which arise in the use of body language signals in
interaction.
3.4.1 Questionnaire
Basically, the questionnaire will be used to determine the executives’ experiences in
using body language signals in interaction. This questionnaire will also be used to
identify the executives’ understanding on the use of body language signals.
Therefore, this questionnaire will consist of two parts which are Part A, Part B, and
Part C. The first part of this questionnaire is about the background of respondent. The
20
second part consists of evaluating the executives’ understanding about body
language expressions. Meanwhile, the third part will investigate problems and
impacts of body language expressions.
3.5 Data Analysis
The data collected from this questionnaire will be used to answer all the research
questions. All data will be analysed according to each research question. Then, all
data collected will be organized and managed accordingly to the research questions.
After that, data will be evaluated to get the real findings regarding the research
questions. The data must be analysed into percentage and graphic in order to get a
clear picture about the figures.
21
CHAPTER FOUR
ANALYSIS OF FINDINGS
4.1 Introduction
Data collection is very important to support the objectives of this research. It is
because, in this research, a set of questionnaire had been distributed to 30
respondents which are executives’ level in the Monash University Department and
Sime Darby Global Service Centre. This questionnaire evaluated the executives’
understanding, purpose and implication of using body language at the workplace.
This questionnaire consists of three parts, which are Part A, Part B, and Part C. In
this sequence, Part A investigated the demographic of the respondents. Meanwhile,
Part B is about understanding non-verbal communication and Part C focuses on the
importance of body language in communication. The response and data from this
questionnaire had been evaluated and calculated based on the research questions in
this research.
4.2 Discussion of Finding
4.2.1 (Part A) Demographic Data Analysis
There are four indicators of demographic of respondents In Part A which is included
in the questionnaire. Firstly, position of executives which are Senior Executive and
Junior Executive. The questionnaire shows the highest of respondents is Junior
Executive; 63.3%, meanwhile 36.7% belonged to Senior Executive. Secondly, the
gender category of male showed the highest percentage; 53.3% compared to female;
22
46.7%. Thirdly, the data of the age categories of the respondents have been
analyzed. The age category of 21-25 years showed the highest percentage; 40%.
Followed by the age of 26-30 years is 33.3%. Next, 13.3% is in the category of 31-35
years. 36-40 years and 41-45 years are the lowest percentage which 6.7%. Lastly,
the data of department category showed the highest percentage is
Administrative/Operational department with 50%, followed by Finance department;
37.7%. Transportation department; 6.7% and Marketing and Customer Service
department, stand for 3.3%. this demographic data analysis is important due to we
can see different executives’ background in an organization.
4.2.2 (Part B) Non-Verbal Communication
Position
Non-verbal communication influences your working life
(Percentage %)
Rate 80%-100% 50%-79% 30%49% 0%-29% Total
Senior
Executive
26.67% 3.33% 3.33% 3.33% 36.66%
Junior
Executive
40% 23.33% 0% 0% 63.33%
Total 66.67% 26.66% 3.33% 3.33% 100%
Table 4.2.2.1 Data analysis of non-verbal influences in working life
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Position
Body language signals affect communication
(Percentage %)
Rate 80%-100% 50%-79% 30%49% 0%-29% Total
Senior
Executive
16.67% 16.67% 3.33% 0% 36.67%
Junior
Executive
20% 36.67% 6.67% 0% 63.34%
Total 36.67% 54.34% 10% 0% 100%
Table 4.2.2.2 Data analyses of body language signals affect communication
Misinterpreted a speech because of body gesture Percentage (%)
Always 13.33%
Often 60.00%
Seldom 13.33%
Never 13.33%
Total 99.99%
Table 4.2.2.3 Data analysis of misinterpreted a speech because of body gesture
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Cross arms during conversation Percentage (%) Always 23.33% Often 60.00%
Seldom 16.67% Never 0.00% Total 100.00%
Table 4.2.2.4 Data analysis on cross arms during conversation
Rest chin on palm Percentage (%) Always 16.67% Often 26.67%
Seldom 36.67% Never 20.00% Total 100.01%
Table 4.2.2.5 Data analysis on rest chin on palm
Practice direct eye contact Percentage (%) Always 36.67% Often 50.00%
Seldom 13.33% Never 0.00% Total 100.00%
Table 4.2.2.6 Data analysis of practice direct eye contact
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Fidget hands or a pen Percentage (%) Always 16.67% Often 40.00%
Seldom 16.67% Never 26.67% Total 100.01%
Table 4.2.2.7 Data analysis on fidget hands or a pen
4.2.3 (PART C) Importance of Body Language in Communication
Body language is important
Level of agreement Percentage Strongly disagree 0%
Disagree 3.33% Slightly disagree 3.33%
Slightly agree 10.00% Agree 36.67%
Strongly agree 46.67% Total 100%
Table 4.2.3.1 Data analysis of the importance of body language
26
Communication break down
Level of agreement Percentage Strongly disagree 0%
Disagree 0.00% Slightly disagree 0.00%
Slightly agree 23.33% Agree 36.67%
Strongly agree 40.00% Total 100%
Table 4.2.3.2 Data analysis on communication break down
Communication barrier exists
Level of agreement Percentage Strongly disagree 0%
Disagree 3.33% Slightly disagree 13.33%
Slightly agree 13.33% Agree 46.67%
Strongly agree 23.33% Total 100%
Table 4.2.3.3 Data analysis on communication barrier exists
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Table 4.2.3.4 Data analyses on body language signals are essential
Body language signals are essential
Level of agreement Percentage
Strongly disagree 10% Disagree 3.33%
Slightly disagree 6.67% Slightly agree 30.00%
Agree 36.67% Strongly agree 13.33%
Total 100%
Executives use body language signals effectively
Level of agreement Percentage Strongly disagree 0%
Disagree 10.00% Slightly disagree 16.67%
Slightly agree 33.33% Agree 33.33%
Strongly agree 6.67% Total 100%
Table 4.2.3.5 Data analysis on Executives use body language signals effectively
28
4.3 Discussion on Research Questions
4.3.1 Research question 1: Communication break down when little or no attention is paid to a person’s body language in a workplace.
The first research question will investigate whether communication can break down
when little or no attention is paid to a person’s body language in a workplace. Most of
the time body language is used to determine the message that the speaker is trying
to say to the hearer because body language has credibility to enhance the
understanding of the message throughout conversation. According to Heather
Rothbauer (2009) unspoken messages can be critical to workplace communication.
Heather said that using correct eye-contact promotes understanding and honesty. By
looking someone straight into the eye, the speaker feels that the message that he/she
carried through to the receiver. If they do in different way, communication will break
down.
Tricia Ellis-Christensen (2003) claimed that body language is precious thing in culture
and it may results a negative impact to a person when he/she does not paid attention
regarding someone’s speaking that may put the communication into break down.
To support this argument, there is an evident regarding this issue as shown in the
Chart below:
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Figure 4.3.1.1 Communication break down when little or no attention is paid to a
person’s body gestures
The figure 4.3.1.1 shows that 46.67% agreed to this statement. 23.33% respondents
strongly agreed to communication will break down when little or no attention is paid to
a person’s body gestures.
According to (George Yule, 2006, p. 173) there are three different gestures which are
ironics, diectics, and beat gestures. Basically, these types of gestures are related to
speaker’s utterances in order to convey message. Thus, if someone does not pay
attention to other message, he/she might breaks down the message because of the
pertinent of body gestures.
30
4.3.2 Research question 2: Body language signals affect communication
The second research question is investigating body language signals affect
communication. Body language signals in interaction such as facial expression, tone
of voice, gestures, postures, eye movement, hand movement, and the way of
someone stands. Lack of using correct body language signals will affect the
effectiveness of communication. It is because body language is interconnected to
communication. This argument can be approved by Mehrabian (1972) body language
was the large percent in his study, approximately 55 percent. He claimed that 38
percent from the tone of voice, and only 7 percent of communication comes from
spoken words.
To support this answer, sufficient evidence regarding this research question 2 as Pie
Chart below:
Figure 4.3.1.2 Body language signals are essential to executives so that work
becomes more effectively
31
Through this questionnaire in Appendix A; among 30 respondents, 37 percent are
agreed that body language signals are essential to executives so that work becomes
more effectively. In this context, executives are definitely tended to believe on the
essential of using correct body language signals in order to produce work effectively.
They can fulfil this statement by learning how to use correct body language signals
because executives are the vital staff in the organization which carrying tasks given
by the top management and they often deal with various types of people which they
have to interact with.
4.3.3 Research question 3: Executives in an organization apply body language when they communicate
Figure 4.3.1.3 Executives use body language signals effectively
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Figure 4.3.1.3 shows Column Chart regarding executives at the workplace is using
body language signals effectively. Among 30 executives respondents whether Senior
or Junior Executive, 33.33% tend to agree that executives at workplace use body
language signals effectively. The same percentage of 33.33% belongs to slightly
agree. This means, the respondents are agreed to this statement. However, they
perhaps do not really know whether executives are using and practicing appropriate
body language signals effectively. To commit this argument into realistic, Tricia Ellis-
Christensen (2003) claims that, in United States of America (USA), USA workers;
some kind of suitable workplace of body language in order to perceive people as
honest, open minded, flexible, and make relationship with each other. In addition, if a
person is sitting up straight but relaxed position in a chair during an office meeting for
instance, could interpret that the person is released and attentive. Therefore,
executives at workplace use body language signals effectively in different
surroundings.
4.3.4 Research question 4: The major reasons for executives to use body language in their daily interaction
The fourth research question focused on the major reasons for executives to use
body language in their daily interaction. This research question will explore
executives’ daily body language in interaction. The question can be answered in the
questionnaire. Based on question number 6, executives tend to use body language
for instance, posture, hand move, eye movement, facial expression and tone of voice.
This argument is strongly supported by Tricia (2003) on her study on what is
appropriate body language?. US workers are used body language at the workplace.
Everyone tends to express his/her expression by using body language.
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Second reasons executives to use body language in daily interaction, because; since
executives are important in organization, so, they must apply body language so that
people in organization will better understand of the executives’ messages.
As we can see to the questionnaire, Part C question 1(d) which communication
barrier exists in your organization when English is used without the support of body
language. The data analysis for the question is as below:
Table 4.3.1.4 Communication barrier exist in organization when English is used
without the support of body language.
From the Column Chart above, we can conclude that if we sum up the three level of
agreement which are slightly agree, 13.33%, agree, 46.67%, and strongly agree,
23.33%, the total of this level of agreement is 83.33%. 83.33% agreed that
communication barrier exist in organization when English is used without the support
34
of body language. Thus, the major reasons for executives to use body language in
daily interaction, they want to avoid communication barrier if the decline to
communicate using body language.
4.3.5 Research question 5: Executives understand the significant of body language signals in interactions at the workplace
This research question is focused on the executives understanding the significant of
body language signals in interactions at the workplace. This research question can be
answered by looking at the questionnaire, Part C question 1 (f) that is productivity is
the result of good communication combined with correct words and correct body
gesture. The Column Chart is as below:
Table 4.3.1.5 Productivity is the result of good communication combined with correct
words and correct body gesture
35
Over 53% of 30 respondents agreed that productivity is the result of good
communication combined with correct words and correct body gestures. It means that
body language which is body gesture cannot be separated in communication as to
produce a good productivity in communication. Therefore, executives definitely
understood the significant of using body language signals in daily interaction because
they want to produce good communication in productivity.
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CHAPTER 5
RECOMMENDATIONS AND CONCLUSION
5.1 Introduction
This chapter aims to propose recommendations regarding this study. From the
discussion in previous chapter, it is understood that some executives faced difficulties
in interpreting body language expressions used. Most of the time, executives tend to
misinterpreted a person’s message during conversation. This is because some
executives do not know how to practice correct body language signals in interaction
because they tend to learn and study on someone’s body language interpretation.
In addition, this will lead to other problems instance; miscommunication will occur if
the problem is not going to solve. Other than that, the problem will definitely affect the
relationships among colleagues. The wrong and inappropriate body language
expressions will lead to negative perception towards someone. People tend to judge
on one behaviour, characteristics, and performance regarding someone is used
his/her body language expressions.
5.2 Recommendations
As a recommendation for this study, the executives must be more cautious on their
daily interaction which they aware of the use of body language expressions so that
they would not misinterpret and misuse of someone message. The executives also
should remind themselves and other people which they must always take heed about
the use of body language. Then, executives also should use the correct and
appropriate body language signals, because if they use in a wrong way, the body
37
language of their interpret will not going to understood by people. Moreover, if they
tend to use correct body language expressions, this will result in positive impression
and feedback.
Obviously, body language is a pertinent element in interaction which cannot be
resistance because someone has not gone to reach his/her communication
effectively if he/ she do not use body language signals in interaction. This study can
be done by future researcher to do the same study with different angle. For instance,
the future researcher can do a research regarding use of body language signals as a
lie detects. This is very interesting topic where the future researcher can understand
of other people’s body language signals when they tend to lie. Other than that, this
study must be more specific on executives which the researcher is only focusing on
two different organizations; Monash University Administrative Department and Sime
Darby Global Service Centre instead the organizations can be in a wider range all
over Malaysia.
5.3 Conclusion
In conclusion, since this study is focused on the use of body language among
executives in an organization at the workplace, that is obviously important to
executives to evaluate and analyse this study. Therefore they can practically use the
correct body language signals in interaction. Interpretations of body language
expressions will also influent by several factors when different people tend to interpret
body language expressions differently. This study will be a tool of guidance for
executives to use body language expressions in interaction effectively. In addition,
this study also will help others to understand, use and interpret body language
signals. This is very critical, as reflected through this study; body language signals are
38
synonymous with communication. People cannot communicate only in utterance, but
the communication must be completed together with great body language signals.
Last but not least, this study will help others about the use of body language among
executives within organization in a workplace.
39
REFERENCES
Stephen E. Lucas (2007) The Art of Public Speaking (9th edition)
Howard, H., & Raymond, L. (1982) Organizational Communication (vol.7) published in cooperation with American Business Communication Association & International Communication Association.
Tarnow, E. (1997) Body Language is of Particular Importance in Groups. Retrieved April 18, 2008 from http://bodylanguageWikipedia,thefreeencyclopedia.com
Catherine Katz (2007) body Language in used. Valencia West Campus Library Tutorial Series
Mark L. Knapp & Judith A. Hall (1997, p. 5) Non verbal Communication in Human Interaction
Francois et all. (1984) A Speech Related to Body Language. Retrieved Mac 20, 2008 from http://senseofcinema.com/contents/directors/03/truffaut.html
Albert Mehrabian (1972) and his 7%-38%-55% Rule. Retrieved April 14, 2008 from http://library.thinkquest.org/04oct/00292/origin/mehrabian.htm
Desmond Morris (1969, p. 256) The Human Zoo. Jonathan Cape, London
40
Charles Darwin (1881) Animal and Human Communication. Book Entitled the Descent of Man
Tricia Ellis-Christensen (2003) What is Appropriate Body Language in a Workplace. Retrieved May14, 2008 from http://wisegeek.com/what-is-appropriate-workplace-body-language.htm
Mary Nicole Hicks (2007) Body Language Basics, Postures. Retrieved October25, 2008 from http://body-language-basics.htm
Gordon Marshall. (2008) "Body Language." A Dictionary of Sociology. Retrieved March 21, 2010 from Encyclopedia.com: http://encyclopedia.com/doc/1O88-bodylanguage.html
Heather Rothbauer- Wanish (2009) Unspoken Messages can be critical to workplace communication. Retrieved September, 29 2009 from http://personal-work-habits.suite101.com/article.cfm/nonverbal_communication_in_the_workplace
George Yule (2006) a study about language. Third edition. Published in the United States of America by Cambridge University Press, New York
Mara Levy (2007) History of body language. Retrieved March 22, 2010 from http://body-philosophy.net/historyofbodylanguage
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APPENDIX
42
APPENDIX A: - QUESTIONNAIRE
A STUDY ON THE USE OF BODY LANGUAGE AMONG EXECUTIVES WITHIN ORGANIZATION IN A WORKPLACE
I am a student of applied Language Studies (Hons) English for Professional
Communication at the Academy of Language Studies, UiTM, Shah Alam. I am
carrying out a study as a part of the coursework for my Academic Project course. I
would be appreciated l if you could spare time to complete questionnaire. Your
answers will be kept confidential. Thank you very much for your cooperation.
PART A - Background Info
(Please tick (√) for the answer of your choice)
1. Position
Senior executive
Junior Executive
2. Gender
Male
Female
3. Age
18 years – 20 years
21 years – 25 years
26 years – 30 years
31 years – 35 years
43
36 years – 40 years
41 years – 45 years
4. Department
Marketing
Finance
Administrative / Operational
Others (please specify) ___________________
PART B – Non-verbal communication
(Please tick (√) for the answer of your choice)
PART A - Background Info
(Please tick (√) for the answer of your choice)
5. Does your position involve communicating with others?
Yes No
6. Based on your experience, which of the following body language expression is often
used in your organization?
Body Gestures: - Posture
Hand move
Eye movement
Facial Expression
Tone of voice (anger, sad, happy feelings)
Others (Please specify) ______________________________
44
7. How many percent do you think non verbal communication influence your working life?
80%-100% 50%-79% 30%-49% 0%-29%
8. How many percent does you realize body language signals,(for instance; when a person crosses his or her arms across chest while speaking, and when a person focuses on eye-contact) affect communication?
80%-100% 50%-79% 30%-49% 0%-29%
9. Have you ever misinterpreted a speech message because of your partner’s body gesture during a conversation?
Yes No
How frequent does this happen?
Always Often Seldom Never
10. The following focus on your common body postures:
a) How often do you cross your arms during a conversation at the workplace?
Always Often Seldom Never
b) Do you frequently rest your chin on your palm whenever you communicate with others?
Always Often Seldom Never
45
c) Do you practice direct eye contact when talking to your colleagues?
Always Often Seldom Never
d) Do you frequently fidget with your hands or a pen while in a meeting room or during a discussion?
Always Often Seldom Never
46
PART C – Importance of Body Language in Communication
(Please circle (O) for the answer of your choice)
1. Please indicate your level of agreement with each of the statements below:
Stro
ngly
D
isag
ree
Dis
agre
e
Slig
htly
D
isag
ree
Slig
htly
A
gree
Agr
ee
Stro
ngly
A
gree
a) Body language is important in communication.
1 2 3 4
5 6
b) Communication breaks down when little or no attention is paid to a person’s body gestures.
1 2 3 4 5 6
c) Communication barrier exists in your organization when English is used without the support of body language.
1 2 3
4 5 6
d) Body language signals are essential to executives so that work becomes more effective.
1
2 3 4 5 6
e) Executives at your workplace use body language signals effectively.
1 2 3
4 5
6
f) Productivity is the result of good communication combined with correct words and correct body gestures.
1
2 3 4 5 6
47
48
If you have any comments or ideas to share in regards of this study, kindly write them below, or e-mail me at [[email protected]] ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Thank you for your time and contribution!
Mohd Zulfadli Bin Mohd Rosli
B.A Applied Language Studies (Hons) English for Professional Communication