Download - Communicating for Results 9e 5 Key Ideas Defining nonverbal communication Types of nonverbal communication Role of nonverbal symbols Improving nonverbal

Communicating for Results

9e

5Key Ideas

•Defining nonverbal communication•Types of nonverbal communication •Role of nonverbal symbols•Improving nonverbal skills

Nonverbal Communication in the Organization

1Copyright Cengage © 2011

Consider this …Consider this …

Aspects of nonverbal Aspects of nonverbal communication make it possible . . communication make it possible . . . For receivers to be mistaken in . For receivers to be mistaken in interpreting a message, especially interpreting a message, especially if the receiver perceives that if the receiver perceives that message as having been sent on message as having been sent on purpose. A shrug meant to convey purpose. A shrug meant to convey “I don’t know” may have been “I don’t know” may have been interpreted as “I don’t care.”interpreted as “I don’t care.”Hickson, Stacks, & Moore, Nonverbal Communication, Roxbury, 2004, p. 15


Non-Verbal Misunderstanding

Read or describe the case study Answer the following questions:

Who was most responsible for the misunderstanding?Which type of gesture best describes the hook ‘em horns sign?How important a role a misunderstanding over a gesture such as this one would play in international affairs.


Hook ‘em Horns Case StudyHook ‘em Horns Case Study

Nonverbal DefinedNonverbal Defined

……all intentional and all intentional and

unintentional messages that unintentional messages that

are not written, spoken, or are not written, spoken, or

sounded.sounded.

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Culture & Nonverbal BehaviorCulture & Nonverbal Behavior

Technical Level —Rules are openly and knowingly stated

Formal Level—rules known; reasons not known

Informal Level—neither rules nor reasons known; behaviors unconsciously learned

Three levels of culture . . .Three levels of culture . . .

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Nonverbal CommunicationNonverbal Communication

Facial expressions & eye contact Body movements & gestures Clothing & personal appearance Distance & personal space Physical environment Time

Types include . . .Types include . . .


Facial ExpressionFacial Expression

Face is responsible for most meaning

Basic expressions (happiness, surprise, fear) are fairly universal

Subtle expressions difficult to interpret

Expressions differ across cultures


Which face is showingWhich face is showing elation? Dread? Fear?elation? Dread? Fear?

Eye ContactEye Contact

Shows interest and

attentiveness Signals wish to participate

Controls & persuades others

In American culture . . .In American culture . . .


Movements & GesturesMovements & Gestures

Emblems Illustrators Regulators Adaptors

Types include Types include . . . . .

Which type of gesture is Which type of gesture is this Police Officer this Police Officer using? using?

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Clothing & AppearanceClothing & Appearance

Determines credibility, persuasiveness, status & hiring decisions

Affects public perception of organizations

Is problematic (i.e., Casual Confusion Syndrome)

Dress-down basics recommended

Appropriate business & professional clothing . . Appropriate business & professional clothing . . ..

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Distance & Personal SpaceDistance & Personal Space

Intimate Distance: Contact – 18 inches

Copyright Cengage © 2011 11

Hall’s distance categories . . .Hall’s distance categories . . .


Intimate Distance: Contact – 18 inches

Personal Distance: 18 inches to 4 feet




Intimate Distance: Contact to 18 inches

Personal Distance: 18 inches to 4 feet

Social Distance: 4 to 12 feetPublic Distance: 12 Feet or more



Physical EnvironmentPhysical Environment

Reveals the characteristics of the owner

Color affects emotional responseLighting and room size alter

communicationOdor can stir emotionsErgonomics can affect physical well-being


TimeTimeMost business conducted on informal level

Status determines sequences of lateness

Time spent signals significance

Perceptions of time depend on cultural background

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Revising the Case StudyRevising the Case Study

What specific types of What specific types of non-verbal non-verbal communication could communication could have helped President have helped President Bush and the Bush and the government officials government officials defuse the defuse the misunderstanding over misunderstanding over Bush’s use of the hook Bush’s use of the hook ‘em horns gesture?‘em horns gesture?


Nonverbal Status SymbolsNonverbal Status SymbolsInclude . . .Include . . .

Clothing (i.e., tie & jacket)

Darker colors

Office size, location, & interior

arrangement

Powerful nonverbal behaviors

Time

Gestures What gives this office status?

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Nonverbal Signs of PowerNonverbal Signs of Power

Expansive, confident movements

Tall, upright standing postureRelaxed, affable, familiar behavior

Ability to turn one’s back on others

Comfortable, relaxed seated positions 18Copyright Cengage © 2011

Carr-Ruffino 1997Carr-Ruffino 1997

Nonverbal Signs of WeaknessNonverbal Signs of Weakness

Small controlled movementsBowed posture; hands covering face

Tenseness, vigilance

Hesitantly standing or sitting forward

Playing with an object or nervous foot or leg shaking


Carr-Ruffino 1997Carr-Ruffino 1997

Culture ShockCulture Shock

International cultures often use unexpected nonverbal symbols and meanings.

Inadequate training given to expatriates: --65% companies provide no training--40% return home before scheduled time

Result: Culture shock!Culture shock!

And international business transactions . . .And international business transactions . . .

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Expectancy Violations TheoryExpectancy Violations Theory

How people respond when nonverbal expectations are not met

Involved all nonverbal behaviorsExpectations are violated more when

people come from a culture we are not familiar with


According to Burgoon’s theory . . .According to Burgoon’s theory . . .

Immediacy BehaviorsImmediacy Behaviors

Verbal behaviorsVerbal behaviors – humor, personal examples, using “we” & “our”

Vocal behaviorsVocal behaviors – good volume, pitch, & vocal expressiveness

Visual behaviors Visual behaviors – smiles, eye contact, relaxed posture, moving around

““Promoting a feeling of closeness” by . . .Promoting a feeling of closeness” by . . .

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Improving Nonverbal SkillsImproving Nonverbal SkillsDevelop awareness of nonverbal differences

Do not judge others according to own nonverbal meanings

Do not assign nonverbal meanings out of context

Observe your nonverbal behavior on videotape or ask others for feedback


Communicating for Results

9e

5Key Ideas

•Defining nonverbal communication•Types of nonverbal communication •Role of nonverbal symbols•Improving nonverbal skills

Nonverbal Communication in the Organization


Download - Communicating for Results 9e 5 Key Ideas Defining nonverbal communication Types of nonverbal communication Role of nonverbal symbols Improving nonverbal

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