BUS151 People BUS151 People SkillsSkills

Chapter 4Chapter 4

Nonverbal Nonverbal CommunicatioCommunicationn

Nonverbal CommunicationNonverbal Communication

Nonverbal messages can contradict or Nonverbal messages can contradict or override verbal messages. override verbal messages.

When in doubt, people tend to believe When in doubt, people tend to believe nonverbal messages.nonverbal messages.

By being aware that you constantly send By being aware that you constantly send nonverbal messages to others and that it is nonverbal messages to others and that it is impossible for you to NOT communicate, impossible for you to NOT communicate, you can increase your effectiveness in you can increase your effectiveness in customer encounters or anywhere you customer encounters or anywhere you come into contact with another person.come into contact with another person.

Communication of FeelingsCommunication of Feelings

According to Mehrabian’s study*, it was According to Mehrabian’s study*, it was found that in communication between found that in communication between two people:two people:

7% - received from the actual words used.7% - received from the actual words used.

38% - taken from vocal cues38% - taken from vocal cues

55% - extracted from facial and body cues55% - extracted from facial and body cues

* Albert Mehrabian, Silent Message: Implicit Communication of Emotions and Attitudes, 2nd ed. Wadsworth Publishing.

Nonverbal CommunicationNonverbal Communication

It is important to understand that there is It is important to understand that there is considerable room for misinterpretation of the cues considerable room for misinterpretation of the cues used by different people. used by different people.

The skill of recognizing, assigning meaning, and The skill of recognizing, assigning meaning, and responding appropriately to nonverbal messages is responding appropriately to nonverbal messages is not exact. not exact.

Human behavior is too unpredictable and the Human behavior is too unpredictable and the interpretation of nonverbal cues is to subjective for interpretation of nonverbal cues is to subjective for accuracy of interpretation to occur with consistency.accuracy of interpretation to occur with consistency.

This is because different cues have different This is because different cues have different meanings depending on where they were learned, meanings depending on where they were learned, who is interpreting them, and so on.who is interpreting them, and so on.

Categories of Nonverbal Categories of Nonverbal Cues:Cues:

Body LanguageBody Language

Vocal CuesVocal Cues

Appearance or groomingAppearance or grooming

Spatial cues (proxemics)Spatial cues (proxemics)

Environmental cuesEnvironmental cues

Miscellaneous cues (habits, time usage, follow-Miscellaneous cues (habits, time usage, follow-

through)through)

Body Language – Eye Body Language – Eye ContactContact

Eye contact establishes a number of purposes:Eye contact establishes a number of purposes:

– Indicates degrees of attentiveness or interest.Indicates degrees of attentiveness or interest.

– Help indicate and sustain intimate relationships.Help indicate and sustain intimate relationships.

– Influence attitude change and persuasion.Influence attitude change and persuasion.

– Regulate interaction.Regulate interaction.

– Communicate emotions.Communicate emotions.

– Define power and status relationships.Define power and status relationships.

– Assume a central role in the management of impressions.Assume a central role in the management of impressions.

Body Language - PostureBody Language - Posture

By sitting or standing in an erect manner, or leaning By sitting or standing in an erect manner, or leaning forward or away as you speak with customers, you can forward or away as you speak with customers, you can send a variety of messages.send a variety of messages.

By standing or sitting with erect posture, walking By standing or sitting with erect posture, walking confidently, or assuming a relaxed posture, you might confidently, or assuming a relaxed posture, you might appear to be attentive, confident, assertive, and ready to appear to be attentive, confident, assertive, and ready to assist your customer.assist your customer.

On the other hand, slouching in your seat, standing with On the other hand, slouching in your seat, standing with slumped shoulders, keeping your arms crossed while slumped shoulders, keeping your arms crossed while speaking to someone, shuffling or not picking up your speaking to someone, shuffling or not picking up your feet when walking, or averting eye contact can say that feet when walking, or averting eye contact can say that you are unsure of yourself, are being deceitful, or just you are unsure of yourself, are being deceitful, or just have a poor customer service attitude.have a poor customer service attitude.

Body Language – Body Language – Facial ExpressionFacial Expression

Your face can signal excitement, happiness, Your face can signal excitement, happiness, sadness, boredom, concern, dismay, and dozens sadness, boredom, concern, dismay, and dozens of other emotions.of other emotions.

Smiling typically expresses a mood of friendship, Smiling typically expresses a mood of friendship, pleasure, and comfort with a situation.pleasure, and comfort with a situation.

On the other hand, some people smile to mask On the other hand, some people smile to mask nervousness, embarrassment, or deceit.nervousness, embarrassment, or deceit.

A cultural factor may also be involved.A cultural factor may also be involved.

Be careful that your facial expressions don’t Be careful that your facial expressions don’t come across as being flirtatious and insulting.come across as being flirtatious and insulting.

Body Language – Body Language – Nodding HeadNodding Head

Nodding of the head is often used by many Nodding of the head is often used by many people to signal agreement or to indicate that people to signal agreement or to indicate that they are listening to a speaker during a they are listening to a speaker during a conversation.conversation.

Check to see if the customer is nodding simply Check to see if the customer is nodding simply to be polite but not understanding. Ask a to be polite but not understanding. Ask a question such as, “question such as, “So what do you think of what So what do you think of what I just saidI just said?”?”

There is a difference between nodding because There is a difference between nodding because you are listening versus nodding because you you are listening versus nodding because you are signaling acceptance of what is being said.are signaling acceptance of what is being said.

– This could cause real problems between you This could cause real problems between you and your customer if you aren’t aware of this.and your customer if you aren’t aware of this.

Body Language - GesturesBody Language - Gestures

The use of the head, hands, arms, and The use of the head, hands, arms, and shoulders to accentuate verbal messages shoulders to accentuate verbal messages adds color, excitement, and enthusiasm to adds color, excitement, and enthusiasm to your communication.your communication.

Typically, movements are designed to gain Typically, movements are designed to gain and hold attention.and hold attention.

Open, flowing gestures encourage listening Open, flowing gestures encourage listening and help explain messages to customers.and help explain messages to customers.

On the other hand, closed, restrained On the other hand, closed, restrained movements could send a message of movements could send a message of coolness, insecurity, or disinterest.coolness, insecurity, or disinterest.

Vocal Cues - PitchVocal Cues - Pitch

Changes in voice tone (either too high or too Changes in voice tone (either too high or too low) add vocal variety to messages and can low) add vocal variety to messages and can dramatically affect interpretation of meaning.dramatically affect interpretation of meaning.

Often call Often call inflectioninflection or or pitchpitch Of the voice or Of the voice or tone.tone.

Be sure that your inflection normally falls at Be sure that your inflection normally falls at the end of a sentence statements.the end of a sentence statements.

Use a vocal “comma” in the form of a brief Use a vocal “comma” in the form of a brief pause as you speak.pause as you speak.

Vocal Cues – VolumeVocal Cues – Volume

Be aware of the volume of your voice, for Be aware of the volume of your voice, for changes in volume can indicate emotion changes in volume can indicate emotion and may send a negative message to and may send a negative message to your customer.your customer.

Typically, if a communication exchange Typically, if a communication exchange with a customer becomes emotionally with a customer becomes emotionally charged, your voice might rise, indicating charged, your voice might rise, indicating thatthatyou are angry or upset. This could you are angry or upset. This could lead to a relationship breakdown.lead to a relationship breakdown.

Vocal Cues – Vocal Cues – Rate of Rate of SpeechSpeech An average rate of speech for most An average rate of speech for most

adults in Western cultures is 125-150 adults in Western cultures is 125-150 words per minute.words per minute.

Speed of delivery can affect whether Speed of delivery can affect whether your message is received and your message is received and interpreted correctly.interpreted correctly.

Speech that is either too fast or too Speech that is either too fast or too slow can be distracting and cause loss slow can be distracting and cause loss of message effectiveness.of message effectiveness.

Vocal Cues – Voice QualityVocal Cues – Voice Quality

The variations in your voice quality can The variations in your voice quality can help encourage customers to listen.help encourage customers to listen.– Encouraging: If your voice sounds pleasant and Encouraging: If your voice sounds pleasant and

is accompanied by a smile.is accompanied by a smile.

– Discouraging: If your voice is harsh sounding.Discouraging: If your voice is harsh sounding.

Terms used: raspy, nasal, hoarse, gravelly.Terms used: raspy, nasal, hoarse, gravelly. By taking the initiative to improve your By taking the initiative to improve your

voice quality, you can enhance your voice quality, you can enhance your customer service image. customer service image.

Vocal Cues - ArticulationVocal Cues - Articulation

Refers to the clarity of your word usage.Refers to the clarity of your word usage.

Also known as enunciation or Also known as enunciation or pronunciation or words.pronunciation or words.

If you tend to slur words, you can distort If you tend to slur words, you can distort meanings or frustrate listeners.meanings or frustrate listeners.

Especially important when Especially important when communicating with customers who do communicating with customers who do not speak English well.not speak English well.

Vocal Cues - SilenceVocal Cues - Silence

Silence is a form that can be used in a Silence is a form that can be used in a number of ways.number of ways.

Many people have trouble dealing with Many people have trouble dealing with silence in a conversation.silence in a conversation.

Positive silence: Good way to show Positive silence: Good way to show respect or show that you are listening to respect or show that you are listening to the customer while he or she speaks.the customer while he or she speaks.

Negative silence: You can indicate Negative silence: You can indicate defiance or indifferences with silence.defiance or indifferences with silence.

Vocal Cues - SemanticsVocal Cues - Semantics

Semantics has to do with choice of words.Semantics has to do with choice of words. You can aid or detract from effective You can aid or detract from effective

communication depending on the words communication depending on the words you use and how you use them.you use and how you use them.

If you use a lot of If you use a lot of jargonjargon or complex words or complex words that customers may not understand that customers may not understand because of their background, education, because of their background, education, culture, or experience, you run the risk of culture, or experience, you run the risk of irritating, frustrating, or dissatisfying irritating, frustrating, or dissatisfying them.them.

Appearance - GroomingAppearance - Grooming

HygieneHygiene

– Regular washing and combing of hair, bathing, Regular washing and combing of hair, bathing, brushing teeth, use of mouthwash and deodorant, brushing teeth, use of mouthwash and deodorant, and washing hands and cleaning fingernails.and washing hands and cleaning fingernails.

– Negative feelings about someone who does not Negative feelings about someone who does not take pride in his or her personal appearance or take pride in his or her personal appearance or hygiene.hygiene.

Advice excessive makeup, cologne, or perfume. Advice excessive makeup, cologne, or perfume. Allergies or respiratory problems caused by excessive Allergies or respiratory problems caused by excessive and heavy scents.and heavy scents.

Wear appropriate attire, jewelry, and accessories.Wear appropriate attire, jewelry, and accessories.

Spatial CuesSpatial Cues

Each culture has its own Each culture has its own proxemicsproxemics (zones in which (zones in which interpersonal interaction take place) or interpersonal interaction take place) or spatialspatial cues cues for various situations.for various situations.Intimate distance Intimate distance – 0 to 18 inches; most people feel – 0 to 18 inches; most people feel uncomfortable when a service provider intrudes into this uncomfortable when a service provider intrudes into this space uninvited.space uninvited.

Personal distance Personal distance – 18 inches to 4 feet; distance used with – 18 inches to 4 feet; distance used with close friends or business colleagues, long-term customers.close friends or business colleagues, long-term customers.

Social and work distance Social and work distance – 4 to 12 feet; customer service – 4 to 12 feet; customer service settings.settings.

Public distance Public distance – 12 or more feet.– 12 or more feet.

Environmental CuesEnvironmental Cues

If you work in a dirty or disorganized If you work in a dirty or disorganized environment, customers may perceive that you environment, customers may perceive that you and the organization have a lackadaisical attitude and the organization have a lackadaisical attitude or approach to business.or approach to business.

To help reduce negative perceptions, organize To help reduce negative perceptions, organize and clean your area regularly. and clean your area regularly.

Avoid potentially offensive items such a pictures, Avoid potentially offensive items such a pictures, calendars, posters, etc. (racial, political, religious)calendars, posters, etc. (racial, political, religious)

– Failure to remove such materials might result in Failure to remove such materials might result in legal liability for you and your organization and legal liability for you and your organization and create a hostile work environment.create a hostile work environment.

Miscellaneous CuesMiscellaneous Cues

Personal Habits (eating, smoking, Personal Habits (eating, smoking, chewing gum, cleaning teeth with chewing gum, cleaning teeth with toothpick, etc.)toothpick, etc.)

Time Allocation and AttentionTime Allocation and Attention

Follow-Through (or lack of it) Follow-Through (or lack of it)

Proper Etiquette and MannersProper Etiquette and Manners

Color (see Figure 4.3 on Page 108)Color (see Figure 4.3 on Page 108)

The Role of Gender The Role of Gender in Nonverbal in Nonverbal CommunicationCommunication

If you fail to recognize the differences If you fail to recognize the differences between the sexes and do not develop between the sexes and do not develop the skills necessary to interact with both men and women, the skills necessary to interact with both men and women, you could experience breakdown in communication.you could experience breakdown in communication.

The basis for gender differences is the fact that the brains The basis for gender differences is the fact that the brains of males and females develop at different rates and focus of males and females develop at different rates and focus on different priorities throughout life.on different priorities throughout life.

Women are bilateral meaning the use of their brain can Women are bilateral meaning the use of their brain can switch readily between the left and right brain switch readily between the left and right brain hemisphere in various situations; however, men tend to hemisphere in various situations; however, men tend to be more lateral by favoring either the left or right be more lateral by favoring either the left or right hemisphere.hemisphere.

See Figure 4.4 on Page 109 for general behavior differences thatare seen in many men and women.

Impact of CultureImpact of Culture

To be successful in a global economy, you need to To be successful in a global economy, you need to be familiar with the many cultures, habits, values, be familiar with the many cultures, habits, values, and beliefs of a wide variety of people.and beliefs of a wide variety of people.

Look for cues that might be perceived as negative Look for cues that might be perceived as negative in some cultures so that you can avoid them.in some cultures so that you can avoid them.

Learn to recognize the different views and Learn to recognize the different views and approaches to matters such as distance, touching, approaches to matters such as distance, touching, eye contact, and use of colors so that you will not eye contact, and use of colors so that you will not inadvertently violate someone’s personal space or inadvertently violate someone’s personal space or cause offense.cause offense.

Unproductive BehaviorsUnproductive Behaviors

Unprofessional handshakeUnprofessional handshake FidgetingFidgeting Raising eyebrowRaising eyebrow Peering over glassesPeering over glasses Crossing armsCrossing arms Holding hands near mouthHolding hands near mouth Pointing a finger or other objectPointing a finger or other object

Strategies for Improving Strategies for Improving Nonverbal CommunicationNonverbal Communication

Seek out nonverbal cuesSeek out nonverbal cues

Confirm your perceptionsConfirm your perceptions

Seek clarifying feedbackSeek clarifying feedback

Analyze your Analyze your interpretations of interpretations of nonverbal cuesnonverbal cues

Customer-Focused BehaviorCustomer-Focused Behavior

Stand up, if appropriate.Stand up, if appropriate. Act promptly.Act promptly. Guide rather than direct.Guide rather than direct. Be patient with customer.Be patient with customer. Offer assistance.Offer assistance. Reduce customer wait times.Reduce customer wait times. Allow customer to go first.Allow customer to go first. Offer refreshments, if appropriate.Offer refreshments, if appropriate. Be professional.Be professional.

Advantages of Customer-Advantages of Customer-Focused BehaviorFocused Behavior

Image is enhanced.Image is enhanced.

Customer loyalty increases.Customer loyalty increases.

Word-of-mouth advertising increases.Word-of-mouth advertising increases.

Complaints are reduced.Complaints are reduced.

Financial losses decrease.Financial losses decrease.

Employee-customer communication Employee-customer communication improves.improves.