Chapter 4:

Nonverbal Communication

Definition

Nonverbal communication is all types of communication that do not involve the exchange of words

Facial expression, clothes, walk, body posture, skin color, hair style, touch, distance, time management, body language...

Nonverbal Communication in the Workplace

What do the nonverbal behaviors in each of these pictures indicate about the situation?

How can you know what might be occurring when there are not any words being spoken?

The Significance of Nonverbal Communication

It conveys meaning – Anywhere from 65-93% of the meaning of a

message lies in the nonverbal aspect

It reflects the unspoken– Nonverbal behaviors can “leak” true feelings

Proxemics – the study of the use of space to communicate

Personal space– Intimate – 0 to 18 inches– Personal – 18 inches to 4 feet– Social – 4 to 12 feet– Public – 12 feet and beyond

Semi-fixed space– How movable objects are arranged in a space– An object’s size, type, expense, etc can all send

messages

Proxemics:Teritories and Zones

Proxemics

How might seating arrangements play a part in each of these pictures?

What can you tell about each of these situations and the people from the nonverbal messages?

Kinesics – the study of body movement

Gesture Posture reveals:

– Relationships and status– Emotional state

Facial expression characterized by:– Culture, gender, and age

Kinesics

What might kinesics reveal about this picture?

Oculesics – the study of eye behavior

Eye movement– Influenced by culture, gender, and age– Conveys interest– Regulates conversation– Establishes credibility– Americans typically prefer “soft” eye contact– Asian cultures typically prefer very little eye

contact

Haptics – the study of touch as used to communicate

What are the touch norms at our university?

How do you express emotions through touch?– Hug, pat on the back, slap on the face

How is touch used in a business and professional context?

Vocalics – the study of the use of the voice to convey meaning

Regulates conversation– Vocal cues– Turn taking

Helps interpret oral communication– Volume– Pitch– Rate

Chronemics – the study of time usage in communication

How we regulate interactions How we treat others – “wait time” How we prioritize

Objectics – the study of how objects influence communication

What might clothes communicate about these people?

Nonverbal Communication in the Workplace

Remember:

Actions sell louder than words!

Nonverbal Communication in Business

Important nonverbal behaviors in business context: – Shaking hands– Eye contact and smiling– Removing desks and tables as barriers– Using the voice effectively– Matching time orientations– Nodding your head– Avoiding nervous gestures– Stop talking and listen– Pacing toward “low and slow”

Guidelines for Effective Nonverbal Communication

You cannot read people “like a book” Consider your nonverbal messages Recognize the impact status and power have Observe nonverbal messages in clusters Be cautious when generalizing the meaning

of nonverbal cues

Palm Gestures

Palm Gestures

Palm Gestures

Hand and Arm Gestures

Hands-to-Face Gestures

Hands-to-Face Gestures

Language and Technology

Receivers can’t observe important elements– Tone of voice– Facial expression– Body posture

New language has emerged with email, IMs