Explain the elements of non-verbal communication and their importance in business.

1. 1 · Define. Non-verbal communication sends meaning without words, through the face, eyes, gestures, posture, touch, space, voice, appearance and time.
2. 2 · Explain the elements.
   • Facial expression and eye contact
   • Gestures and posture (kinesics)
   • Touch (haptics)
   • Space (proxemics), with Hall's zones
   • Voice (paralanguage)
   • Appearance and time (chronemics)
3. 3 · Show how it relates to words. It can repeat, complement, contradict, substitute, regulate or accent the verbal message.
4. 4 · Importance in business.
   • Creates first impressions with customers
   • Shows true feelings and honesty
   • Builds trust in interviews and negotiations
   • Helps a presenter hold attention
5. 5 · Read it with care. Look for clusters, consider context and culture, and check by asking.
6. 6 · Sri Lankan example. Choosing between a handshake and a palms-together Ayubowan or Vanakkam greeting with a senior client.
7. 7 · Close. Keep body language consistent with your words, because people believe the body.

Scoring tip: Use the correct terms (kinesics, proxemics, haptics, paralanguage); examiners look for them.