VERBAL MESSAGESVERBAL MESSAGES

Verbal MessagesVerbal MessagesClarity and AmbiguityClarity and Ambiguity

Use Unequivocal Terms to Avoid Use Unequivocal Terms to Avoid MisunderstandingsMisunderstandings

Equivocal Terms: Terms with more Equivocal Terms: Terms with more than one meaningthan one meaning

High Level Abstraction: Statements that High Level Abstraction: Statements that cover a broader range of possible objects cover a broader range of possible objects or events without describing much detail.or events without describing much detail.

““Keep up the good work.”Keep up the good work.”

All, Never, Every, None, Always…All, Never, Every, None, Always…

Use Lower-Level Abstractions Use Lower-Level Abstractions When Clarity is EssentialWhen Clarity is Essential

Low-level abstractions: Low-level abstractions:

highly specific statements that refer highly specific statements that refer directly to objects or events that can be directly to objects or events that can be observedobserved

Very generalVery general

ProblemProblem

Equipment ProblemEquipment Problem

Breakdown of Copying machineBreakdown of Copying machine

Automatic paper feeder does not workAutomatic paper feeder does not work

Sheets Jammed in paper Sheets Jammed in paper pathpath

Quite SpecificQuite Specific

•Use Jargon Judiciously

•Use Ambiguous Language When It Is Strategically Desirable

Avoid Biased LanguageAvoid Biased Language

Biased Language: Statements that seem Biased Language: Statements that seem to be objective but actually conceal an to be objective but actually conceal an emotional bias. (Emotive Language)emotional bias. (Emotive Language)

He’s long winded.He’s long winded. She’s wishy-washy.She’s wishy-washy.

Beware of Trigger WordsBeware of Trigger Words

Words or statements that insight strong Words or statements that insight strong emotional associations.emotional associations. Used towards individuals, groups, issues, Used towards individuals, groups, issues,

topics.topics.

Verbal MessagesVerbal MessagesMasculine and Feminine Language UseMasculine and Feminine Language Use

Feminine SpeechRapport Talk: to create connections, establish

goodwill, show support, and build community.

Masculine SpeechReport Talk: speech that focuses less on

feelings and relationships and more on information, facts, knowledge, and competence.

Verbal MessagesVerbal MessagesDifferences Between Women’s & Men’s

Language Use

Women’s StyleWomen’s Style RapportRapport ExpressiveExpressive SupportiveSupportive TentativeTentative Conversational Conversational

initiation and initiation and maintenancemaintenance

Men’s StyleMen’s Style ReportReport InstrumentalInstrumental AdvisingAdvising CertainCertain Conversational Conversational

controlcontrol

Be Aware of Different StylesBe Aware of Different Styles

Switch Styles, When Switch Styles, When

AppropriateAppropriate

Combine StylesCombine Styles

Verbal MessagesVerbal Messages

Meeting Gender-Related Language Challenges

Quid pro quo (“this for that”)Quid pro quo (“this for that”) http://www.youtube.com/watch?v=AOHuJ3TEoHM&list=PL757840538F8F5

568

http://www.youtube.com/watch?http://www.youtube.com/watch?

v=_dvvzxJm8qA&list=PL757840538F8F5568v=_dvvzxJm8qA&list=PL757840538F8F5568

Hostile Work EnvironmentHostile Work Environment http://www.youtube.com/watch?v=VzNE3MafLqo&list=PL757840538F8F55

68

http://www.youtube.com/watch?http://www.youtube.com/watch?

v=9rgAj1gDQIE&list=PL757840538F8F5568v=9rgAj1gDQIE&list=PL757840538F8F5568

Sexual HarassmentSexual Harassment

Two Types of Sexual Harassment Recognized by Law

Sexual HarassmentSexual Harassment

Avoid language that could be Avoid language that could be considered offensiveconsidered offensive

Avoid actions that could lead to Avoid actions that could lead to discomfortdiscomfort

Avoiding Sexual Harassment Problems

Sexual HarassmentSexual Harassment

Responding to Sexual HarassmentResponding to Sexual Harassment Consider Dismissing the IncidentConsider Dismissing the Incident Ask the Harasser to StopAsk the Harasser to Stop Keep a DiaryKeep a Diary Write a Personal Letter to the HarasserWrite a Personal Letter to the Harasser Ask a Friend to InterveneAsk a Friend to Intervene Complain Through ChannelsComplain Through Channels File a Legal ComplaintFile a Legal Complaint

NONVERBAL COMMUNICATIONNONVERBAL COMMUNICATION

Sending and receiving messages Sending and receiving messages in a variety of ways without the in a variety of ways without the use of verbal codes (words).  It is use of verbal codes (words).  It is both intentional and unintentional. both intentional and unintentional.

Nonverbal CommunicationNonverbal CommunicationCharacteristics of Nonverbal CommunicationCharacteristics of Nonverbal Communication

Nonverbal Behavior Always Has Nonverbal Behavior Always Has

Communicative ValueCommunicative Value Nonverbal Communication is PowerfulNonverbal Communication is Powerful Nonverbal Behavior Is AmbiguousNonverbal Behavior Is Ambiguous Nonverbal Communication Primarily Nonverbal Communication Primarily

Expresses AttitudesExpresses Attitudes Much Nonverbal Behavior is Culture-BoundMuch Nonverbal Behavior is Culture-Bound

Nonverbal CommunicationNonverbal CommunicationTypes of Nonverbal CommunicationTypes of Nonverbal Communication

Paralanguage- the vocal, but Paralanguage- the vocal, but

nonverbal, dimension of speech. nonverbal, dimension of speech.

Refers to the manner in which you say Refers to the manner in which you say

something rather than what you saysomething rather than what you say

V.V. ParalanguageParalanguage

A.A. RateRate B.B. VolumeVolume C.C. PitchPitch D.D. RhythmRhythm E. Tone/InflectionE. Tone/Inflection F.F. SilenceSilence G. DisfluenciesG. Disfluencies

I I need this job done right now.need this job done right now.I I needneed this job done right now. this job done right now.I need I need thisthis job done right now. job done right now.I need this job done I need this job done right nowright now..

K

I.I. Body CommunicationBody CommunicationKinesics- The study of body Kinesics- The study of body

position and motionposition and motion

Body orientation- the degree to which we Body orientation- the degree to which we face toward or away from someone with face toward or away from someone with our body, feet, and headour body, feet, and head

Posture- the position of the body; Posture- the position of the body; alignmentalignment

Gestures-movements of hands and armsGestures-movements of hands and arms

A.A. EmblemsEmblems = are = are aa nonverbal nonverbal substitute substitute for for the the verbal verbal

messagemessage

B.B. IllustratorsIllustrators = visually = visually demonstrate & accompany demonstrate & accompany the the

verbal messageverbal message

The fish was this big

C.C. Affect DisplaysAffect Displays = any = any emotional responseemotional response

D.D. RegulatorsRegulators = group of = group of behaviors that encourage or behaviors that encourage or discourage communicationdiscourage communication

E.E. AdaptorsAdaptors = = satisfy some satisfy some needneed

II.II. Facial CommunicationFacial Communication = = The The communication of communication of emotionsemotions

Face Management TechniquesFace Management Techniques 1. Intensifying = exaggerate expression

2. De-intensifying = to underplay an expression

3. Neutralizing = to hide any expression of feelings

4. Masking = to replace one expression with another

B.B. Facial Feedback HypothesisFacial Feedback Hypothesis = facial = facial expressions influence physical arousal expressions influence physical arousal

III.III. Eye CommunicationEye Communication

A. Functions of Eye Contact

1. seek feedback

2. regulate the flow of communication

3. signal the nature of the relationship

b. visual dominance

= aggressive stare

B.B. Eye AvoidanceEye Avoidance

1. 1. civil inattentioncivil inattention = eye = eye avoidance to maintain the avoidance to maintain the privacy of othersprivacy of others

2. signals a lack of interest

IV.IV. HapticsHapticsA. Meanings of Touch

1. Positive emotions

2. Playfulness

3. Control

4. Ritualistic

5. Task-related

B.B. Touch AvoidanceTouch Avoidance

1. high communication apprehension

2. under self-disclosures

3. increased age

4. gender

Nonverbal MessagesNonverbal Messages

Space and TimeSpace and Time

1. Intimate: 0 - 18”

2. Personal: 18” - 4’

Proxemics- The study of the way humans use space

Edward T. Hall’s 4 Spatial Distances

3. Social: 4’ -12’

4. Public: 12-25’

B.B. Theories About SpaceTheories About Space

1.1. Protection TheoryProtection Theory = you establish = you establish a body buffer zone around yourself as a body buffer zone around yourself as protection against unwanted touching or protection against unwanted touching or attackattack

2.2. Equilibrium TheoryEquilibrium Theory = = intimacy and distance vary togetherintimacy and distance vary together

3. Expectancy Violations Theory = we have expectations for distance

if violated it brings the

relationship into a clearer focus

II.II. TerritorialityTerritoriality = possessive = possessive reaction to objects/areareaction to objects/area

A.A. Home Field AdvantageHome Field Advantage

B.B. MarkersMarkers 1. 1. centralcentral = place items in the middle = place items in the middle

to show ownershipto show ownership

2. boundary = separates your territory from another

3. ear marker = identifying mark of property

III.III. ArtifactsArtifacts = messages conveyed = messages conveyed by objects that were made by by objects that were made by

human handshuman hands

A.A. Space DecorationSpace Decoration B.B. Color CommunicationColor Communication C.C. Clothing & Body AdornmentClothing & Body Adornment

AppearanceAppearance

It matters how you look.It matters how you look.

Look for examplesLook for examples Be flexibleBe flexible Casual is not sloppyCasual is not sloppy Dress for the job you wantDress for the job you want

D.D. ScentScent (Olfactics) (Olfactics)

1.1. AttractionAttraction 2.2. TasteTaste 3.3. MemoryMemory 4.4. IdentificationIdentification

III.III. Temporal Communication Temporal Communication ChronemicsChronemics- The study of the way

humans use time

A. Cultural Time

1.1. formal timeformal time = manner = manner in which culture defines timein which culture defines time

2. informal time = loose use of time terms

B.B. Monochronism &Monochronism & PolychronismPolychronism

1.1. monochronicmonochronic (M-time) = (M-time) = value value punctuality, one event at a timepunctuality, one event at a time

2.2. polychronicpolychronic (P-time) =process is more (P-time) =process is more important than the scheduleimportant than the schedule

• a.a. do not value punctualitydo not value punctuality• b.b. do many events at oncedo many events at once

C.C. Psychological TimePsychological Time = emphasis = emphasis on past, present, or futureon past, present, or future

1.1. developed by your developed by your cultureculture