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
2Copyright Cengage © 2011
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.
3Copyright Cengage © 2011
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.
Thin
kS
tock
LLC
/Ind
ex S
tock
Im
ag
ery
4Copyright Cengage © 2011
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 . . .
NO
VA
Develo
pm
ent
5Copyright Cengage © 2011
Nonverbal CommunicationNonverbal Communication
Facial expressions & eye contact Body movements & gestures Clothing & personal appearance Distance & personal space Physical environment Time
Types include . . .Types include . . .
6Copyright Cengage © 2011
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
7Copyright Cengage © 2011
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 . . .
8Copyright Cengage © 2011
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?
Ronald
Mart
inez/
Gett
y Im
ag
es
9Copyright Cengage © 2011
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 . . ..
Chri
stop
her
Rob
bin
s
10Copyright Cengage © 2011
Distance & Personal SpaceDistance & Personal Space
Intimate Distance: Contact – 18 inches
Copyright Cengage © 2011 11
Hall’s distance categories . . .Hall’s distance categories . . .
Distance & Personal SpaceDistance & Personal Space
Intimate Distance: Contact – 18 inches
Personal Distance: 18 inches to 4 feet
Copyright Cengage © 2011 12
Hall’s distance categories . . .Hall’s distance categories . . .
Distance & Personal SpaceDistance & Personal Space
Intimate Distance: Contact to 18 inches
Personal Distance: 18 inches to 4 feet
Social Distance: 4 to 12 feetPublic Distance: 12 Feet or more
Copyright Cengage © 2011 13
Hall’s distance categories . . .Hall’s distance categories . . .
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
Copyright Cengage © 2011 14
TimeTimeMost business conducted on informal level
Status determines sequences of lateness
Time spent signals significance
Perceptions of time depend on cultural background
NO
VA
Develo
pm
ent
15Copyright Cengage © 2011
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?
Copyright Cengage © 2011 16
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?
NO
VA
Develo
pm
ent
17Copyright Cengage © 2011
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
19Copyright Cengage © 2011
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 . . .
AP/W
ide
Worl
d P
hoto
s
20Copyright Cengage © 2011
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
Copyright Cengage © 2011 21
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 . . .
© Ja
son H
arr
is
22Copyright Cengage © 2011
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
23Copyright Cengage © 2011
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
24Copyright Cengage © 2011