Chapter 5

We listen to Verbal messagesmessages, but see Non-Verbal messages

• The best way to understand people it to notice what they do.

• How do they sit/stand?

• Are there facial expressions?

• Do we see gestures?

• What’s the tone of voice?

Body Basics

• Body Language- the way we use our bodies to send messages

• Helps us recognize the truth.

• People remember more of what they see than hear.

• Humans on average produce up

to 700,000 different physical signs.

Positive Body Language

• Relaxed Posture• Lean Closer• Arms Relaxed• Smile at Humor• Good Eye Contact• Nod Agreement• Use Gestures

Negative Body Language• Body Tension

• Arms Folded

• Speaking Hand To mouth

• Fidgeting

OBJECT COMMUNICATION• Anything you wear, carry, decorate with says

about you • Ex. Clothing, hair style, grooming, cosmetics, etc.

2 Important Principles

• You can make yourself look and feel better by using more positive body language.

• Body language is contagious.

INTERPRETING NONVERBAL MESSAGES

• Double Messages?

• Covering Our Own Messages

• Tips–Don’t just look, but see!

–Be alert for behavior patterns.

–Look for clusters of signals.

FACIAL EXPRESSIONS• Six Emotions:>Surprise >Anger

>Disgust >Happiness

>Sadness >Fear

• Not the best place to look (You can disguise your face easily)

ialExpressions

TONE OF VOICE• Pitch

–“Oh” What does it mean to you?•“I’m bored”•“You surprised me”•“I made a mistake”

• Rate –Fast when

excited

–Faster when persuading

LYING

• Can’t depend on smiles and frowns

• Can depend on body posture

• Decreased hand activity

• Increased face touching

• Increased body shifting/Stiff and rigid posture

MULTICULTURAL MESSAGES

• Nonverbal Communication

– Is NOT best when dealing with different cultures

• Gestures– Thumbs up– Nodding head– Tapping head with finger

GREETINGS

• Handshakes

• Hugs/Kisses

• Bows

TOUCHING CUSTOMS• Language of Physical Intimacy

• Most powerful of all Communication Channels

• Appears to affect genders differently

SPACE

• Personal Space- comfort zone where intrusions are unwelcome

• Americans

• Asians

• Latins