In a prior Body Language Article – 14 Hand Gestures, I discussed large hand gestures, such as pointing or using the “Time Out” signal. In this article I will discuss some of the smaller gestures that we are all aware of and use regularly to communicate concepts.
Here are some of my favorite small hand gestures:
Tiny amount – We signal something small or a tiny amount by pinching our forefinger and thumb together and then opening a very small space between the fingers. We often hold our hand at eye level as we do this as if we are looking through the gap between the fingers.
Call me – For this gesture, we first make a fist with our left hand, then we extend our pinkie and thumb straight out. It is an invitation to have the other person call you soon.
Text me – in this case we would simulate holding a phone in one hand and pretend to be pecking letters into an app.
You have the floor – We signal for another person to speak by extending one hand outward with palm up. Extending both hands with palm up is generally a signal of openness.
Good job – For this gesture we usually use one thumb up. This can also mean agreement.
We won – The victory signal with the first two fingers held straight up in a simulated letter “V” is the way we convey this concept. You must be aware of the context, because the same gesture can indicate the number two. In general, we signal any number up to ten by holding up that number of fingers.
Another meaning with fingers held up is the number of minutes or the cost of an item. This gesture is also used to indicate “peace.”
Anger – we signal anger by holding up a clenched fist. You can see that gesture at most protests when groups of people want to signal their displeasure. This gesture is also a sign for black power.
Easy – We snap our fingers to show something was very easy for us to do.
OKAY – The OK sign with the forefinger and thumb touching forming a letter “O” is the typical meaning in western society, yet it is dangerous to use this sign in different culture groups. For example, in Japan the gesture means “nothing” and in some countries it is actually an obscene gesture indicating a homosexual act.
Stop – We usually just hold up our hand with the palm facing the person we are trying to stop.
Go faster – for this gesture, we rotate our hand in a tight circle from the wrist.
Be quiet – for this gesture, we hold our hand palm down sometimes patting as if to dampen the sound.
Shoot – to indicate hostility toward another person, we might use the simulated gun gesture with the index finger out straight and the thumb sticking up. The other three fingers are curled into a semi fist. Depending on the circumstances, this gesture can be dangerous. I suggest you don’t use it at all.
There are numerous other hand signals that make up the lexicon of body language. Of course, there is also an entire language that a hearing or non-hearing person can use to communicate with a deaf person. This language is called “signing,” or in the USA “ASL – American Sign Language.”
Keep your eyes open for the hand gestures we use to communicate every day. You will see these simple movements of our digits greatly enhance our ability to communicate.
This is a part in a series of articles on “Body Language” by Bob Whipple “The Trust Ambassador.”
Body Language 93 Small Hand Gestures
September 13, 2020
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Body Language 88 Does Our Body Language Reveal Conscious or Unconscious Prejudices?
July 24, 2020
The social upheaval in 2020 triggered by the murder of George Floyd, and amplified by many other tragic situations, has changed the way we approach racial injustice as a society.
While some progress has been made over the decades, it is clear that more progress is urgently needed. As an older white male, I realize that I am caught in my own world view.
I am becoming more aware that many marginalized groups have a vastly different set of experiences about the impact of prejudice. I am seeking to learn more.
As a longtime student of body language, I have concluded that our gestures and other body language do reveal hidden feelings of prejudice.
When teaching body language, I stress that cultural differences are really important when interpreting signals from another person. You cannot assume you are interpreting a signal from someone of another culture is what you are used to in yours.
There is a wonderful resource book on this topic entitled “Kiss. Bow, or Shake Hands” by Terri Morrison, Wayne Conaway, and George Borden. My copy is a few decades old, but they have been issuing new editions; the most recent version was written in 2015.
It is important to keep things up to date, because customs tend to change with time. The book is a great way to read up on the culture of another part of the world when you travel internationally.
Even within a particular nation there can be large differences in body language signals depending on the differences that occur between groups of people.
For example, I am sure there are numerous issues where body language signals are different from one race to another. I have not found a lot of studies on this aspect, although there was a documented study at the University of Pittsburgh in 2016 relative to doctors being less empathetic with their body language when treating terminally ill black patients versus white patients.
The majority of the physicians were white men, so the team could not make any statistically significant conclusions about whether the physician’s race impacted his or her actions.
In a Tufts University study reported in Science Daily, “Subtle patterns of nonverbal behavior that appear on popular television programs influence racial bias among viewers. Black characters elicit especially negative nonverbal responses, such as facial expressions and body language, from other characters, and viewers exhibit more racial bias after exposure to such negative responses.”
The study found that characters on the shows exhibited more negative nonverbal behavior toward black characters than to white characters of the same status.
I also found an interesting study indicating “Some evidence for the nonverbal contagion of racial bias.” The study was done in 2015 by Willard (Harvard), Isaac (Princeton), and Carney (UC Berkeley). “Four experiments provide evidence for the hypothesis that we can ‘‘catch’’ racial bias from others by merely observing subtle nonverbal cues.”
The implications of this study are that it is likely we unconsciously pass on judgmental feelings about another group of people by our nonverbal behaviors.
I found several examples of specific scripted studies such as the ones above, but I have not found a meta-analysis or extensive controlled experiment reported in the literature.
I have a growing interest in the subject of the links between bias and body language. If anyone knows of a book, additional academic study, or video on this specific topic, let me know.
I find myself reading more on this topic and trying to learn how to become an “antiracist.”
I am currently reading the book “How to Be An Antiracist” by Ibram Kendi on this topic. He is a New York Times bestselling author and is Director of the Antiracist Research and Policy Center at American University.
He makes the point that “racism is steeped in denial.” He also points out that when a person says “I am not a racist,” it is an indication that the person likely is a racist.
Before this summer, I was not thinking about these issues as much as I should have. I thought of myself as unbiased and have volunteered in dozens of ways to help try to level the playing field, particularly for black folks in our community.
I now see my actions in a different light and feel that by not being more proactive in pursuing inclusive excellence, I was likely part of the problem rather than part of the solution.
I am attempting to remedy this situation by redoubling my efforts to become more educated about the issues and more active in fighting all forms of bias by reading and attending numerous programs on the topic.
It is an interesting area, because if you have unconscious biases, you are not aware of them, by definition. I think it is wise to explore in what ways you can become more aware of any unconscious biases you have.
We need to recognize that everyone is biased.
Discussions of this topic are challenging, because it is easy to offend a person who is different from you. Well-intended conversations can quickly become a minefield of potential problems.
Someone said that in order to make progress, we need to become more comfortable with being uncomfortable. There are many things we need to “unlearn” and learn in a different way.
This is a part in a series of articles on “Body Language” by Bob Whipple “The Trust Ambassador.”
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Body Language 82 Shy
July 7, 2020
Most people will have times in life when they feel shy. It is not a negative thing to exhibit some insecurity in certain situations. We all experience this. The body language of a person who is feeling shy is usually rather easy to decode.
In most cases the person will be trying to avoid being noticed. You may see a child cover her eyes or hide under a coat or blanket.
The gestures associated with being shy are easier to spot in young children than in adults. My guess is that as people mature, they develop ways of disguising insecurity and have coping mechanisms to be able to function successfully in the world.
Let’s examine some other gestures that may be operational here and see if there is a common thread.
The person may hide by stepping behind a door and peeking around the edge. Sometimes you can see a person wearing a hat pull the brim down to hide the face. The idea is to get behind or under something.
Another manifestation of being shy can be the position of the hands. A shy person will sometimes have his hands folded together and sometimes he will be moving them back and forth in front of his body. This is also a contraction movement trying to appear smaller than he actually is. 
If the eyes are not covered, most likely the person is looking down and has her chin lowered as in the attached picture.
I found numerous different mouth configurations when looking at photos of shy people. There was not enough of a central theme to constitute a trend. The mouth could be open or shut. It could be symmetrical or pulled to the side. The person could be smiling or frowning, although I saw more examples of a smile than a frown. The mouth area was also frequently covered by the fingers.
What to do
You can help a shy person open up, but it can be a delicate dance, because if you come on too strong, it may be interpreted as a form of put down for the person. The best approach is to let the person know you are sincerely interested in her opinion without talking down to her.
Here is an example of an approach that is too direct. “Alice, you have not said anything in the meeting so far. We want to know what you are thinking.” A softer approach might sound like this. “Let’s hear from some of the other people to broaden our discussion.” When using this approach, avoid looking directly at the person you want to open up.
The person may feel bullied or not treated well by others. Sometimes a leader may exacerbate the situation by letting unkind remarks go unchecked. A hostile environment may be very subtle, and what seems like an innocent remark may be taken the wrong way. The best way to avoid that kind of problem is to have a rule that our team will not make jokes at the expense of other team members.
Avoid commenting on the appearance of a shy person. He wants to remain as hidden from view as possible, so calling attention to him in any way will make things worse for him. The best approach is to get him to share something and honor that with an affirming comment that is not heavy, judgmental, or insincere.
A person who tends to feel shy may do better in a one-on-one situation. You may be able to get the person to feel more confident by spending some time with him. Once you have built a strong rapport with the person, then he will be more inclined to open up when you are both with other people.
A person who is shy may also be highly sensitive. The two concepts are different but are often found in one person. A sensitive person can be a real asset, because he or she can often pick up subtle clues and give insights into how the rest of the group, or a specific person, is reacting to something.
Times of insecurity happen to all of us, and for different reasons. Learn to live through these moments and contribute your ideas as soon as possible.
This is a part in a series of articles on “Body Language” by Bob Whipple “The Trust Ambassador.”
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Body Language 79 Skeptical
June 14, 2020
There are many different ways we can express skepticism without using any words. This article will highlight some of the typical body language gestures that can be seen if a person is skeptical.
There are numerous facial cues you can use to identify a skeptical person and also some telltale hand gestures. We will start by observing the eyes.
Eyes
A skeptical person will often look at you with a sideways glance. The message is “do you expect me to believe this?”
Alternatively, the person may be squinting at you like what you are saying is painful or just does not compute.
A third option with the eyes is having them wide open in a somewhat surprised stance or looking over the rims of his glasses.
Eyebrows
The eyebrows will often be raised as the person contemplates what as just said. The connotation is – really?? Sometimes the eyebrows will be pulled toward the bridge of the nose as an indication of confusion, concern, or disbelief.
Head tilt
Often you will see a tilted head when observing a skeptical person. The message being conveyed is that the person is thinking something is definitely wrong with what you just said or did but cannot quite figure out what it is.
Mouth
The most often mouth gesture for a skeptical person is a kind of pout. Alternatively, you might see the mouth pulled slightly to one side and either be open or shut. The connotation is that the person is straining to believe what you just said.
Hand gestures
There are many different hand gestures associated with a skeptical person. A common one is stroking the chin area. The person is trying to rationalize what was just said, so he is pondering the meaning.
Another common hand gesture is with arms extended and the hands palm up and open. It is like the person is trying to feel the weight of what you just said.
You might see an extended index finger pointing at you or even a “time out” signal with the tips of one hand touching the palm of the other hand.
What to do
If you see a cluster of these kinds of gestures, you can be pretty certain the other person is skeptical about what is going on. The best approach is to invite dialog with a question. Here are a few examples of questions that may draw the other person out.
Do you find this hard to believe?
You seem doubtful – what’s wrong?
Can you tell me how you feel about what I just said?
Does this seem right to you?
Is there another way of looking at this?
Then, pay particular attention to the response you get and try to avoid getting defensive. The other person is entitled to his or her opinion, and you need to handle the conversation with tact in order to start rebuilding any lost trust.
This is a part in a series of articles on “Body Language” by Bob Whipple “The Trust Ambassador.”
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Body Language 77 Compassion
May 4, 2020
When a person is expressing compassion, what are the typical body language gestures you are likely to see that go with the emotion?
The most recognizable signs are a pleasant facial expression with perhaps a tinge of concern and slow gracious hand gestures. Let’s pick apart the various signals to clarify what makes them unique to compassion.
The first part of the article will be about recognizing a person who is showing compassion. After that, I will deal with ways we can show compassion to others and some traps to avoid.
Keep in mind that the body language signals of a person showing compassion will be highly influenced by what is causing the person to feel compassionate. If it is responding to another person, or even a family pet, who is hurting, the gestures will be similar to those of empathy. If the person showing compassion is simply listening to another person gripe, the gestures will be more consistent with patience.
The face
The person’s eyes will be soft with no hint of agitation. The eyebrows will be neither raised nor furrowed. They will be in a natural and neutral position. Alternatively, the corrugator muscles may pull the eyebrows in and up, thus giving the appearance of some concern. This configuration can easily be confused as sadness, because sad eyes have the same look.
The mouth may have a slight smile, or at least not a frown. The cheeks will be high, and the entire face will show an expression of a person who is listening. A compassionate person is in a heightened state of awareness and connectivity with the other person. Depending on the circumstances, the lips may be pressed together in sympathy.
Head
The head will either be erect or slightly tilted downward. If the person is in a listening mode, you will probably notice good following skills such as frequent head nodding. You may also witness a slow shaking of the head from side to side as an indication that the person is finding the pain of another hard to comprehend.
Hand gestures
There are many different hand gestures that go along with compassion depending on the situation. The person might put fingers to the mouth in contemplation.
You might see arms extended with both palms facing upward and the fingers slightly curled. This is a signal of openness and caring. You would not see closed fists as a way to express compassion.
Touching rituals
For people who know each other well, there may be a hand placed on the forearm of the other person as an indication of support. Keep in mind that in all circumstances, it is wise to refrain from any physical contact other than shaking hands (and even that is off limits in a pandemic situation) unless you know the other person very well.
You might witness a compassionate person holding both hands of a loved one in front of the sternum.
I recall having a painful bicycle accident as a youth, and my mother rushed to my side and gave me the kind of hug that only a mother can. It was very comforting to know that she felt my pain. I believe that mothers are the most compassionate people in the world, and they have a way of expressing it that is unmistakable.
Relation to trust
It is hard to show true compassion to a person who you do not trust at all. On the flip side, extending trust to another person is a great way to demonstrate compassion and build higher trust with that person for the future. It goes along with what I call the “First Law of Trust,” which is “if you are not satisfied with the level of trust you are receiving from other people, you need to show more trust in them.” Trust is a reciprocal phenomenon.
Recognize that compassion is not something that can be faked. You can extend trust, but you cannot convey compassion unless it is genuine.
When a person is ill
Compassion shows up as a frequent gesture when people visit someone who is in the hospital. In this case, the individual is usually in bed and the person showing compassion will sit in a chair next to the bed to listen and offer comfort.
Nurses and other medical personnel will go about their duties but with a kind and soothing flow that indicates respect and empathy.
Summary
The gestures for showing compassion are significantly influenced by the circumstances going on as well as the relationship between the two people. There are many different expressions that can show compassion and empathy. To obtain an accurate reading of the gestures, look for a cluster of signals that all point in the same direction.
This is a part in a series of articles on “Body Language” by Bob Whipple “The Trust Ambassador.”
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Body Language 58 Embarrassment
December 14, 2019
We have all experienced embarrassment at some point in our lives. It is part of the human condition, and it cannot be avoided.
There are an infinite number of reasons for being embarrassed. I will describe some typical categories of embarrassment, and reveal some typical body language signals that often accompany it.
If you are the embarrassed person, then recognize you are probably making these gestures without even being aware of them. If you are conscious of your own body language, you may be able to be less obvious about your embarrassment.
If you are witnessing a friend who is embarrassed, then recognize the symptom from these gestures and see if you can help the other person feel less shame.
Exactly how you go about that depends on the relationship you have with the other person and your own Emotional Intelligence to do or say things that are helpful. That approach will build more trust with the other person.
You did something unwise
This is the garden variety of embarrassment. It occurs when someone points out that you just did something stupid, or when you just realize it yourself. The body language signals include blushing, lowering the chin, sometimes a shiver, slight raising of the shoulders, mouth expression pulled back on both sides. The sum of body language expressions is to make yourself look as small as possible.
The other response is to cover the mouth and eyes with your hands, as in the picture. It is like you are trying to disappear from sight.
You are late
When you arrive at a meeting that has already started or you are otherwise late for an event, you likely experience some form of embarrassment. In most cases you will attempt to sneak in and sit down with as little fanfare as possible. Sometimes you are forced to make a public apology and try to explain your tardiness with some feeble excuse. It is best to just admit your mistake and try very hard to not make a habit of it.
If you are habitually late for commitments, it will lower the trust that other people have in you. In extreme cases people may start referring to you as, “The late George Peters” behind your back. That’s not a good thing.
You are caught taking the last cookie
Food, and consuming too much of it, are often the cause of some embarrassment. You go ahead and eat the cookie, but you really don’t enjoy it very much. You are trying hard to make the evidence disappear as soon as you can.
Realize that people are generally observing the actions of others, and trying to sneak some extra good stuff will lower their trust in you.
You forget someone’s name
This is a common cause for embarrassment that all of us experience from time to time. The level of embarrassment is significantly higher if you know the other person well and just forget the name for a moment. Normally, at a time like this you will make leading gestures for the other person to talk so the tension can be broken. As the other person talks, you often will remember the name and say it at the earliest possible moment.
Don’t get hung up if you occasionally do this; just recognize it happens to all people. Others will cut you some slack unless you keep doing the same thing.
Personally, I find some names trip me up more than others, When I find a person whose name I tend to forget, I try to create an analogy or connection that leads me to the name. For example, I once knew a person named Jack, and I often would struggle when reaching for his name. I started picturing him having a flat tire and needing a car jack to fix it.
You did something that you immediately know is wrong
In these situations, it is common to bang your forehead with the palm of one hand. The connotation is that you are trying to knock some sense into your brain while you ask yourself, “how could I be so stupid?”
You trip or walk in a funny way
Here the problem is one of balance. You are trying to act distinguished and composed, but you just nearly fell flat on your face because you tripped over your own feet. In these cases, it is normal to make a kind of shrug motion and put on a silly face, like a clown. The connotation is “What additional clumsy motions can I find to entertain you?”
The same body language occurs when you make a clumsy move while dancing or making a grand entrance down a spiral staircase. You may try to act like a buffoon to get out of the embarrassment.
Your fly is down
Clothing malfunctions provide endless opportunities for you to be embarrassed. You make the correction but try to do it with as little fanfare as possible. Then you quickly change the subject.
When you notice a clothing issue with another person, it is often best to just ignore it unless you know the person very well. Use the golden rule when deciding whether or not to suggest a correction. Ask yourself if the situation were reversed, would you want the other person to tell you that your shoe is untied?
You spilled the gravy
Often embarrassment can occur at the dining table as you are trying to act refined but the soup dribbles down your chin onto the tablecloth. The general reaction to this is to distract people from focusing on you. You try to deflect attention in a different direction while you clean yourself up and move a dish to cover the spot on the tablecloth.
I was once at a formal luncheon, and someone asked me to pass the salad dressing. As I picked up the dressing, I was paying more attention to the conversation and did not recognize that the dressing was in a gravy boat that was on a tray. The vessel was top heavy with the dressing, and the whole thing tipped over, splashing the dressing all over the table, and several of the people sitting near me. Now that is embarrassing!
There are hundreds of examples in life where we have to deal with embarrassment. The best advice is to recognize that everyone else in the room has experienced these problems at some point. Just get through the awkward moment and do not dwell on the mistake. Unless you habitually do clumsy things, most people will cut you some slack.
This is a part in a series of articles on “Body Language” by Bob Whipple “The Trust Ambassador.”
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Body Language 47 Conflict
September 28, 2019
Conflict brings out all kinds of body language that is rather easy to interpret. In this picture, we see one individual trying to make a point but the other person completely blocking out the information, at least on the surface.
There is a significant caution before I get into the analysis to follow. You cannot judge the totality of what is going on from a single picture or view of what is happening. The attached photo, may not tell the whole story.
Anger
One person is speaking in anger or frustration, and the other person is obviously shutting her out and rolling her eyes upward. It is clear that there is conflict going on, but it is not clear where, why, and how the conflict began. It probably predates this specific conversation.
Also, keep in mind that in any situation both parties are acting according to their own viewpoint of what is right to do. Each person is totally justified in her own mind, and each is frustrated.
Information
When trying to assess what is going on in communication between individuals, you need a lot more background and information to figure out why each person is acting the way she is.
Is there a history of conflict between these two people? Does the speaker or listener have a history of conflict with others in the office? If a person habitually brings conflict to situations, others will not want to interact with her or will interact with her badly.
When a person is listening to another individual, he or she normally “attends” to the other person by looking at least in his direction and often making eye contact. There will also be some additional attending gestures such as head nodding or head tilting to indicate attention.
Engage
The listener may be day dreaming or totally focusing on what he or she is going to say next, but at least there is some attempt to look engaged in the conversation. There can be less overt ways a listener can show disinterest in the conversation. For example, the listener may start reading email on her phone or pick up a catalog and start leafing through it. Another common ploy is to just put a blank look on her face and show no emotion or connection to the conversation.
Blocking
Occasionally, you will run into an individual such as in the picture who has no intention of listening and tries to show it as graphically as possible. Here we see the woman actually blocking eye contact with her hand and making a sarcastic eye roll to enhance the signal. She clearly does not want to listen, and the situation between the two people has escalated to a point where she has no qualms about sending strong signals.
Safety
When a listener withdraws, it can be a clue that the person does not feel safe in the situation or with the person who is speaking. The body language is defensive and may be a way of protecting the person from harsh or demeaning words.
Another reason for withdrawal may be that the listener knows from experience that the interchange will not be positive or productive. Negative interchanges can have long term repercussions.
Whatever the outward signal, if the listener is showing little interest in the input, it is best to think broadly about why you are getting this behavior or just go mute. As long as you are droning on, the listener is free to show absolutely no interest in what you have to say. Keep in mind that what the other person wanted you to do in the first place was shut up, so the awkward silence may get extremely long.
If the speaker is one who creates conflict and the listener wants to avoid it, there is probably nothing the listener can say that will be accepted by the speaker, so the listener has no real incentive to say anything.
Avoid threats
One thing to avoid is saying something like “Why don’t you look at me when I am speaking to you?” A question like that can be interpreted as threatening. The same problem occurs with talking louder or faster. These actions will not remedy the situation, and they can even make the situation worse.
Situations like this point to larger or ongoing problems that have resulted in a lack of trust between people. The trust level needs to be addressed before open and meaningful communications can begin. It is wise for both people to think back on the progression of the relationship that brought them to this point.
Either person can act to improve the situation. Either can say, “It seems like we are not communicating well. I don’t want to be in conflict with you. What can we do to repair this situation?” However, if there is a persistent instigator of conflict, that is the person who has the most responsibility to repair the relationship and rebuild trust. The other person may have tried many things in the past to reach out or express herself, was shut down, and now has given up.
Each person needs to examine her contribution to the ongoing issues.
Trust
Obviously a good, constructive conversation requires that both parties participate roughly equally. If the speaker does not let the listener respond, it is not a real conversation and creates a breach of trust. If the listener withdraws from the beginning, even if it is a result of prior bad experiences, it does nothing to heal the relationship.
Bilateral trust is vital for mature conversation. When you run into a situation like the ones described above, don’t try to badger the other person into paying attention, and if you are the person listening, don’t withdraw. Work through the issues that you have. Investigate what may be causing the issues, talk it through, and and try to rebuild trust. It can take time, but reestablishing an environment of trust is well worth the effort for both people and the entire organization.
This is a part in a series of articles on “Body Language.” The entire series can be viewed on https://www.leadergrow.com/articles/categories/35-body-language or on this blog.
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Measuring Morale
April 13, 2013
Can you measure morale accurately by simply walking into a room and observing people? I think you can. In my courses, I often ask participants to tell me the best way to measure morale. Most of them come up with the idea of an employee survey or some other form of lagging indicator, like turnover rate. While both of these techniques are useful, I think there is a far faster and more accurate way to measure the morale of people in an organization, and you can do it while there is still time to take corrective actions. All you have to do is observe the individuals, and they will give ample clues as to their morale.
Here are seven ways to measure morale by watching and listening to what people do:
1. Posture
If people are standing with one hip raised, that is a sign of a poor attitude. It is a hostile gesture where the individual has a chip on his shoulder and he is daring you to knock it off. If people are sitting in a slouched-over configuration, that may be simple fatigue or it may be they feel beaten down and fearful when managers are around. If you walk into a room and people are sitting around a table leaning back with their arms folded, you can immediately sense these folks are dug in, grumpy, and not happy. The most sensitive areas for posture are in the shoulders and the position of the spine. I once walked into a restaurant to meet up with a colleague for a chat. She was sitting in a booth with her back to me and did not see me approach. All I could see of her was the back of her head and the upper 6 inches of her shoulders. I accurately determined before seeing her face or hearing her voice that she was in crisis mode due to a family tragedy.
2. Gestures
When people are together, watch the gestures. If they are doing a lot of finger pointing as they speak, there is a hostile environment. If their hands are most often open with palms up, that means they are open to ideas and suggestions. Watch to see if the gestures remain the same as managers come in the room. For example, if people are having an animated conversation about some outside event but clam up both verbally and with gesturing when the manager walks in, it is a sign of either fear or apathy. Certainly hostile or vulgar gestures are obvious indications of poor morale. The best display of good attitudes is if the gesturing remains the same when a manager approaches. People are comfortable and not threatened by this leader.
3. Facial Expression
There are thousands of facial expressions that have meaning, and many of these are specific to the culture in which they are used. The eyes and mouth hold the most information about attitude. For example, when a manager is giving information, if people roll their eyes, the meaning is that they believe the manager is basically clueless and is wasting their time. If they are tight lipped, it is normally a sign of fear and low trust. The most positive expression for morale is a slight smile with bright open eyes and highly arched eyebrows. This expression indicates interest and openness.
4. Tone of voice
When people speak, their tone will give away how engaged they are in the conversation at hand. Apathy is easy to spot with a kind of roll-off of words in a low pitch that says “I don’t care.” If the voice is stressed and shrill, that usually connotes fear of some type. Anger is easy to detect as the voice becomes choppy and the pitch and volume go up dramatically. The sneer also can be detected as people take on a mocking tone when they mimic other people. Medium voice modulation with good diction usually means good engagement and attention.
5. Jokes
When people make jokes at the expense of the other people, it is often thought of as just kidding around. The fact is, there is always some kind of truth underlying every dig. So if people are mocking a manager for always showing up late to the meeting, it may cause a chuckle, but it actually reveals that people believe the manager has no real respect for them. Some groups are world class at making jokes at the expense of team members. I maintain this is a sign of poor rapport that will show up as lack of good teamwork. This poor behavior can be easily stopped by just coming up with a rule that we will no longer make jokes at the expense of others.
At one company where I was teaching, the rule about not making jokes at the expense of others was the third behavioral rule on their list (I always have groups create such a list). It was easy to extinguish the bad habit because we just allowed people to hold up three fingers whenever anybody violated the rule. The poor behavior, that had been going on for decades in that organization, was fully extinguished in less than one hour.
6. Word choice
When people are honestly engaged in positive conversation and are making constructive observations or ideas, it shows high morale. If they undermine the ideas of others or management, it shows a lack of respect that has its roots in low morale. If the leader asks for a volunteer and you can hear a pin drop, that is a different reaction than if three hands go up immediately. People with high morale spontaneously volunteer to help out the organization. They respect their leader and truly want him or her to succeed because they know if the leader is successful then good things will happen for them.
7. Reinforcement
In a culture of high morale, people have a tendency to praise each other and seek ways to help out other people. When morale is low, everybody is in it for themselves and will discredit the ideas or desires of other people to preserve their own status. Leaders who know how to build a culture where individuals spontaneously praise each other for good deeds can foster higher morale by that emphasis alone.
These are just seven ways you can identify the morale of a group simply by observing what people are doing and saying. You can go to the trouble of a time consuming and suspect survey, but you do not need to in order to measure morale. Measuring turnover or absenteeism will be an accurate long term reflection of morale, but by the time you get that data, the damage is already done. You have often lost the best people. By observing people every day and making small corrective actions along the way, you can prevent low morale and build an environment of higher trust. In that kind of culture, productivity will go up dramatically.
15 Comments | Candor creates trust, Communications, leadership, Organization, Teamwork, Trust, Trust and fear, Trust and motivation | Tagged: body language, Facial expression, gestures, jokes, morale, motivation, posture, Reinforcement, tone of voice | Permalink
Posted by trustambassador