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Leading the most 
People& how to talk 
DIFFICULT 
to them
OBJECTIVES 
• Understanding body language and how to 
respond to difficult people 
• Using body language for yourself and your 
empowerment 
• Understanding different people. 
• Teaching you something people rarely learn
DEFINITION 
• Body language refers to various forms of non-verbal communication, wherein a 
person may reveal clues as to some unspoken intention or feeling through their 
physical behavior. These behaviors can include body posture, gestures, facial 
expressions, and eye movements. 
• Body language is typically subconscious behavior, and is therefore considered 
distinct from sign language, which is a fully conscious and intentional act of 
communication. Body language may provide clues as to the attitude or state of 
mind of a person. For example, it may indicate aggression,attentiveness, 
boredom, a relaxed state, pleasure, amusement, and intoxication. 
• Body language is significant to communication and relationships. It is relevant to 
management and leadership in business and also in places where it can be 
observed by many people
WE KNOW THAT OUR BODY 
LANGUAGE AFFECTS HOW 
OTHERS SEE US.
MAIN ELEMENTS OF BODY LANGUAGE 
Body 
Language 
Posture 
Eye Contact 
Gesture Hands & Arms 
Speech 
Voice 
Tone
MAIN ELEMENTS OF BODY LANGUAGE 
• It should be standing tall with 
shoulders back, it shows 
confident but less arrogant 
POSTURE 
LEG DIRECTION UNCROSSED 
LEGS ANKLE LOCK 
AT ATTENTION 
LEGS CROSSED 
( S TANDING) SPLAYED LEGS
MAIN ELEMENTS OF BODY LANGUAGE 
EYE 
CONTACT 
• Solid with “Smiling”Face, it 
really shows that this person 
respect for his/her interviewer/ 
person that he/she talk with 
RIGHT (LIES) LEFT (FACTS) DIRECT 
WIDENING BLINKING
MAIN ELEMENTS OF BODY LANGUAGE 
GESTURE HANDS 
AND ARMS 
• the less the movement, the 
better you are, since if your 
hand/arm gestures are small 
and close to your body, it 
really is showing that you’re a 
defensive person. 
CROSSED ARMS GRIP UPPER 
ARMS PALMS UP 
PALMS DOWN 
HANDS ON 
HEART 
FINGER 
POINTING
MAIN ELEMENTS OF BODY LANGUAGE 
SPEECH 
• Not slow, but clear, and 
easy to capture by the 
other person.
MAIN ELEMENTS OF BODY LANGUAGE 
• the voice should be 
moderate, which mean not 
too high and fast, not too 
slow and tiny 
TONE OF 
VOICE
WHAT SHOULD I LOOK OUT FOR? 
EYES MOUTH HEAD 
HANDS & 
ARMS 
LEGS & 
FEET
BEING DEFENSIVE 
• Hand/arm gestures are small 
and close to his or her body. 
• Facial expressions are minimal. 
• Body is physically turned away 
from you. 
• Arms are crossed in front of 
body. 
• Eyes maintain little contact, or 
are downcast.
BORED/CANNOT BE ENGAGED 
• Heads are down. 
• Eyes are glazed, or gazing at 
something else. 
• Hands may be picking at cloths, 
or fiddling with pens. 
• People may be writing or 
doodling. 
• They may be sitting slumped in 
their chairs
LY ING 
• Eyes maintain little or no eye contact, or there may 
be rapid eye movements, with pupils constricted. 
• Hand or fingers are in front of his or her mouth 
when speaking. 
• His or her body is physically turned away from you, 
or there are unusual/un-natural body gestures. 
• His or her breathing rate increases. 
• Complexion changes such as in color; red in face 
or neck area. Perspiration increases. 
• Voice changes such as change in pitch, 
stammering, throat clearing.
LY ING - TALK 
• Talk with too much details 
• They tell their story in strict chronological 
order 
LY ING - GES TURES 
• People will subtly ‘rehearse’ their story, but 
not their gesture. 
• During a convincing story look out for 
shaking of head, shrug of shoulders and 
hidden smiles of getting away with it. 
DUPING DELIGHT
CONCLUSION 
• Body language impacts a great deal of how we communicate, and can 
reflect quite accurately what's going on inside us. 
• Body language includes body movements and gestures (legs, arms, 
hands, head and torso), posture, muscle tension, eye contact, skin 
coloring (flushed red), even people's breathing rate and perspiration. 
Additionally, the tone of voice, the rate of speech and the pitch of the 
voice all add to the words that are being used. 
• It is important to recognize that body language may vary between 
individuals, and between different cultures and nationalities. It is 
therefore essential to verify and confirm the signals that you are 
reading, by questioning the individual and getting to know the person.
WE KNOW THAT OUR BODY 
LANGUAGE AFFECTS HOW 
OTHERS SEE US.
BUT DO YOU KNOW 
HOW BODY LANGUAGE 
CAN AFFECT YOURSELF?
WHAT DOES POWER DO 
TO OUR PHYSIOLOGY? 
TESTOSTERONE CORTISONE 
Power and effective leadership is not just how 
you show confidence and dominance but also 
how you react to stress.
EXPERIMENT 
TESTOSTERONE CORTISONE
CAN WE FAKE IT UNTIL 
WE MAKE IT?
WE FAKE IT UNTIL WE 
BECOME IT.
BUT WHY IS THIS 
IMPORTANT?
THE BULLY 
“IT’S ALL ABOUT ME” 
1. DON’T BE DRAW INTO 
FIGHTS 
2. OFFER REMEDIES 
3. CALL FOR HELP 
4. HAVE GROUP 360/FEEDBACK 
5. DELIVER WARNING AND 
ESTABLISH AUTHORITY. 
6. QUESTION ALL RUDE 
BEHAVIOUR 
7. GIVE TRAINING 
8. CLAP HANDS 
HOW DARE YOU QUESTION ME
THE COMPLAINER/ 
WHINER “IT’S SO TERRIBLE, SOMEONE 
F I X I T ” 
1. CONSIDER THE COMPLAINT 
2. MODEL THE OPPOSITE 
3. BE SILENT (TRUST ME IT 
WORKS) 
4. SET TEAM STANDARDS 
5. RUN A TIGHT SHIP 
6. DON’T TAKE IT PERSONALLY 
7. AGREE AND MOVE ON 
8. MAKE IT THEIR 
RESPONSIBILITY 
I CAN BE LOUD, GOOD 
MANNERS CAN WAIT. PEOPLE 
SHOULD HEAR ME TALK.
THE PROCRASTINATOR 
WASTES TIME BY THINKING “I 
CAN’T DO THAT” 
1. PARTNER THE 
PROCRASTINATOR WITH 
ANOTHER VP 
2. ASK THEM TO HELP WITH 
SCHEDULING 
3. GIVE TIPS AND TRICKS 
4. I T TAKES TIME (MAKE IT A 
HABIT) 
I’LL GET BACK TO THIS LAT E R . I 
NEED TO CHECK EMAIL. I NEED 
TO TALK TO THIS PERSON. OH 
END OF WORKING TIME! YAY !
THE PROCRASTINATOR 
ADDITIONAL TIPS 
UNDERSTAND WHY 
! 
1. DOESN’T HAVE SKILLS/ DATA 
TO COMPLETE JOB 
2. TOO MUCH TO DO, NOT 
ENOUGH TIME 
3. TIME MANAGEMENT ABILITY 
4. POOR CONDITION 
5. FEAR OF FAILURE 
6. DREAD CRITICISM 
7. POOR SELF-IMAGE 
8. BORED/NOT CHALLENGED
THE KNOW-IT-ALL 
A KNOW-IT-ALL EXAGGERATES 
1. POINT OUT THE DOWNSIDE 
2. WORK CLOSELY WITH THEM 
3. ASSIGN OTHERS TO WORK 
WITH HIM/HER 
4. GIVE PRAISE WHEN IT’S DUE 
5. KEEP THEM IN THE LOOP 
6. DON’T TRY TO CHANGE 
THEM 
7. ASK MORE QUESTIONS, 
INSIST ON BEING KEPT IN 
THE LOOP 
8. INSIST ON MUTUAL RESPECT 
IT’S OKAY TO INTRUDE OR IMPOSE
THE SILENT TYPE 
CANNOT TAKE NEGAT I V E 
CRITICISM 
1. INCREASE COMMUNICATION 
CHANNELS 
2. SET AN EXAMPLE 
3. ARRANGE FOR AN AUDITION 
4. OPEN YOUR DOOR, BE 
APPROACHABLE 
5. GIVE FAME 
6. DO EVERYTHING YOU CAN, 
COMMUNICATION IS ONE OF 
THE EASIEST THINGS TO 
DEVELOP 
ZONES OUT/DOESN’T CARE WHEN 
IT COMES TO UPDATES
THE SOCIAL BUTTERFLY 
ASK A LOT OF QUESTIONS 
1. PUT THEM TO WORK WHERE 
THEIR SKILLS ARE NEEDS 
2. TALK TO YOUR TEAM ABOUT 
PROFESSIONALISM 
3. ASK THEM TO SOLVE 
PROBLEMS ABOUT PEOPLE 
4. USE THEIR PERSUASION 
A B I L I T I E S 
5. ENSURE THEY UNDERSTAND 
YOUR BOUNDARIES 
VERY HANDS ON
NO PEOPLE SKILLS 
THEY ARE UNPREDICTABLE 
1. DON’T TAKE IT PERSONALLY 
2. DEVELOP IT IN THEM 
3. TEACH ABOUT BODY 
LANGUAGE 
4. EXPLAIN WHY 
5. MAKE THEM WORK WITH 
PEOPLE 
DON’T CARE ABOUT BEING RUDE
NOW FOR THE HARD PART… 
WHAT ARE IS THE KEY BODY 
LANGUAGE TO 
a) IDENTIFY 
b) DEAL WITH EFFECTIVELY 
! 
DIFFICULT INDIVIDUALS
L E T ’ S L I N K I T !
THERE’S MORE BUT 
LATER LAHH (:
Leading the most 
People& how to talk 
DIFFICULT 
to them

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Body Language

  • 1. Leading the most People& how to talk DIFFICULT to them
  • 2. OBJECTIVES • Understanding body language and how to respond to difficult people • Using body language for yourself and your empowerment • Understanding different people. • Teaching you something people rarely learn
  • 3. DEFINITION • Body language refers to various forms of non-verbal communication, wherein a person may reveal clues as to some unspoken intention or feeling through their physical behavior. These behaviors can include body posture, gestures, facial expressions, and eye movements. • Body language is typically subconscious behavior, and is therefore considered distinct from sign language, which is a fully conscious and intentional act of communication. Body language may provide clues as to the attitude or state of mind of a person. For example, it may indicate aggression,attentiveness, boredom, a relaxed state, pleasure, amusement, and intoxication. • Body language is significant to communication and relationships. It is relevant to management and leadership in business and also in places where it can be observed by many people
  • 4.
  • 5. WE KNOW THAT OUR BODY LANGUAGE AFFECTS HOW OTHERS SEE US.
  • 6. MAIN ELEMENTS OF BODY LANGUAGE Body Language Posture Eye Contact Gesture Hands & Arms Speech Voice Tone
  • 7. MAIN ELEMENTS OF BODY LANGUAGE • It should be standing tall with shoulders back, it shows confident but less arrogant POSTURE LEG DIRECTION UNCROSSED LEGS ANKLE LOCK AT ATTENTION LEGS CROSSED ( S TANDING) SPLAYED LEGS
  • 8. MAIN ELEMENTS OF BODY LANGUAGE EYE CONTACT • Solid with “Smiling”Face, it really shows that this person respect for his/her interviewer/ person that he/she talk with RIGHT (LIES) LEFT (FACTS) DIRECT WIDENING BLINKING
  • 9. MAIN ELEMENTS OF BODY LANGUAGE GESTURE HANDS AND ARMS • the less the movement, the better you are, since if your hand/arm gestures are small and close to your body, it really is showing that you’re a defensive person. CROSSED ARMS GRIP UPPER ARMS PALMS UP PALMS DOWN HANDS ON HEART FINGER POINTING
  • 10. MAIN ELEMENTS OF BODY LANGUAGE SPEECH • Not slow, but clear, and easy to capture by the other person.
  • 11. MAIN ELEMENTS OF BODY LANGUAGE • the voice should be moderate, which mean not too high and fast, not too slow and tiny TONE OF VOICE
  • 12. WHAT SHOULD I LOOK OUT FOR? EYES MOUTH HEAD HANDS & ARMS LEGS & FEET
  • 13. BEING DEFENSIVE • Hand/arm gestures are small and close to his or her body. • Facial expressions are minimal. • Body is physically turned away from you. • Arms are crossed in front of body. • Eyes maintain little contact, or are downcast.
  • 14. BORED/CANNOT BE ENGAGED • Heads are down. • Eyes are glazed, or gazing at something else. • Hands may be picking at cloths, or fiddling with pens. • People may be writing or doodling. • They may be sitting slumped in their chairs
  • 15. LY ING • Eyes maintain little or no eye contact, or there may be rapid eye movements, with pupils constricted. • Hand or fingers are in front of his or her mouth when speaking. • His or her body is physically turned away from you, or there are unusual/un-natural body gestures. • His or her breathing rate increases. • Complexion changes such as in color; red in face or neck area. Perspiration increases. • Voice changes such as change in pitch, stammering, throat clearing.
  • 16. LY ING - TALK • Talk with too much details • They tell their story in strict chronological order LY ING - GES TURES • People will subtly ‘rehearse’ their story, but not their gesture. • During a convincing story look out for shaking of head, shrug of shoulders and hidden smiles of getting away with it. DUPING DELIGHT
  • 17. CONCLUSION • Body language impacts a great deal of how we communicate, and can reflect quite accurately what's going on inside us. • Body language includes body movements and gestures (legs, arms, hands, head and torso), posture, muscle tension, eye contact, skin coloring (flushed red), even people's breathing rate and perspiration. Additionally, the tone of voice, the rate of speech and the pitch of the voice all add to the words that are being used. • It is important to recognize that body language may vary between individuals, and between different cultures and nationalities. It is therefore essential to verify and confirm the signals that you are reading, by questioning the individual and getting to know the person.
  • 18. WE KNOW THAT OUR BODY LANGUAGE AFFECTS HOW OTHERS SEE US.
  • 19. BUT DO YOU KNOW HOW BODY LANGUAGE CAN AFFECT YOURSELF?
  • 20. WHAT DOES POWER DO TO OUR PHYSIOLOGY? TESTOSTERONE CORTISONE Power and effective leadership is not just how you show confidence and dominance but also how you react to stress.
  • 22.
  • 23.
  • 24. CAN WE FAKE IT UNTIL WE MAKE IT?
  • 25. WE FAKE IT UNTIL WE BECOME IT.
  • 26. BUT WHY IS THIS IMPORTANT?
  • 27. THE BULLY “IT’S ALL ABOUT ME” 1. DON’T BE DRAW INTO FIGHTS 2. OFFER REMEDIES 3. CALL FOR HELP 4. HAVE GROUP 360/FEEDBACK 5. DELIVER WARNING AND ESTABLISH AUTHORITY. 6. QUESTION ALL RUDE BEHAVIOUR 7. GIVE TRAINING 8. CLAP HANDS HOW DARE YOU QUESTION ME
  • 28. THE COMPLAINER/ WHINER “IT’S SO TERRIBLE, SOMEONE F I X I T ” 1. CONSIDER THE COMPLAINT 2. MODEL THE OPPOSITE 3. BE SILENT (TRUST ME IT WORKS) 4. SET TEAM STANDARDS 5. RUN A TIGHT SHIP 6. DON’T TAKE IT PERSONALLY 7. AGREE AND MOVE ON 8. MAKE IT THEIR RESPONSIBILITY I CAN BE LOUD, GOOD MANNERS CAN WAIT. PEOPLE SHOULD HEAR ME TALK.
  • 29. THE PROCRASTINATOR WASTES TIME BY THINKING “I CAN’T DO THAT” 1. PARTNER THE PROCRASTINATOR WITH ANOTHER VP 2. ASK THEM TO HELP WITH SCHEDULING 3. GIVE TIPS AND TRICKS 4. I T TAKES TIME (MAKE IT A HABIT) I’LL GET BACK TO THIS LAT E R . I NEED TO CHECK EMAIL. I NEED TO TALK TO THIS PERSON. OH END OF WORKING TIME! YAY !
  • 30. THE PROCRASTINATOR ADDITIONAL TIPS UNDERSTAND WHY ! 1. DOESN’T HAVE SKILLS/ DATA TO COMPLETE JOB 2. TOO MUCH TO DO, NOT ENOUGH TIME 3. TIME MANAGEMENT ABILITY 4. POOR CONDITION 5. FEAR OF FAILURE 6. DREAD CRITICISM 7. POOR SELF-IMAGE 8. BORED/NOT CHALLENGED
  • 31. THE KNOW-IT-ALL A KNOW-IT-ALL EXAGGERATES 1. POINT OUT THE DOWNSIDE 2. WORK CLOSELY WITH THEM 3. ASSIGN OTHERS TO WORK WITH HIM/HER 4. GIVE PRAISE WHEN IT’S DUE 5. KEEP THEM IN THE LOOP 6. DON’T TRY TO CHANGE THEM 7. ASK MORE QUESTIONS, INSIST ON BEING KEPT IN THE LOOP 8. INSIST ON MUTUAL RESPECT IT’S OKAY TO INTRUDE OR IMPOSE
  • 32. THE SILENT TYPE CANNOT TAKE NEGAT I V E CRITICISM 1. INCREASE COMMUNICATION CHANNELS 2. SET AN EXAMPLE 3. ARRANGE FOR AN AUDITION 4. OPEN YOUR DOOR, BE APPROACHABLE 5. GIVE FAME 6. DO EVERYTHING YOU CAN, COMMUNICATION IS ONE OF THE EASIEST THINGS TO DEVELOP ZONES OUT/DOESN’T CARE WHEN IT COMES TO UPDATES
  • 33. THE SOCIAL BUTTERFLY ASK A LOT OF QUESTIONS 1. PUT THEM TO WORK WHERE THEIR SKILLS ARE NEEDS 2. TALK TO YOUR TEAM ABOUT PROFESSIONALISM 3. ASK THEM TO SOLVE PROBLEMS ABOUT PEOPLE 4. USE THEIR PERSUASION A B I L I T I E S 5. ENSURE THEY UNDERSTAND YOUR BOUNDARIES VERY HANDS ON
  • 34. NO PEOPLE SKILLS THEY ARE UNPREDICTABLE 1. DON’T TAKE IT PERSONALLY 2. DEVELOP IT IN THEM 3. TEACH ABOUT BODY LANGUAGE 4. EXPLAIN WHY 5. MAKE THEM WORK WITH PEOPLE DON’T CARE ABOUT BEING RUDE
  • 35. NOW FOR THE HARD PART… WHAT ARE IS THE KEY BODY LANGUAGE TO a) IDENTIFY b) DEAL WITH EFFECTIVELY ! DIFFICULT INDIVIDUALS
  • 36. L E T ’ S L I N K I T !
  • 37. THERE’S MORE BUT LATER LAHH (:
  • 38. Leading the most People& how to talk DIFFICULT to them