1. Nonverbal Communication
Chapter 5
Nonverbal Communication
Communicating for Results, 10th edition

2. Nonverbal Communication
The success of communication in an organization often depends on how well managers, employees, and teams can read these silent nonverbal messages
The nonverbal code is responsible for more than half of the meaning of sender’s total message and when conflicting language, paralanguage, and nonverbal codes send conflicting messages, people tend to pay even more attention to nonverbal code
Communicating for Results, 10th edition

3. Nonverbal Communication
Successful use of nonverbal communication helps in establishing and maintaining interpersonal relationships
There is reciprocal quality to nonverbal communication
Effective use of nonverbal communication also improves likelihood others will comply with our requests
Communicating for Results, 10th edition

4. Nonverbal Communication: Definition, Culture, and Principles
All intentional and unintentional messages that are not written, spoken, or sounded
This definition omits paralanguage
To accurately determine meaning of nonverbal message, you must know sender’s frame of reference and cultural background, as well as specific situation
Communicating for Results, 10th edition

5. Nonverbal Communication: Definition, Culture, and Principles
Way to enrich understanding of culture and nonverbal behaviors is to view through the dimensions mentioned in Chapters 1 through 3:
Individualistic - collectivistic
Low-context – high-context
Monochronic – polychronic
In terms of nonverbal there are three levels:
Technical-formal-informal
Communicating for Results, 10th edition

6. Communicating for Results, 10th edition
Technical Level
Rules for cultural and nonverbal behaviors openly known and easily stated
Rules, as well as reasons for rules, deliberately taught
When technical rule or behavior broken unintentionally, little emotion involved
Mistake pointed out and correction made
Communicating for Results, 10th edition

7. Communicating for Results, 10th edition
Formal Level
Rules for behavior clearly stated, but reasons for rules are not
Simply accepted without question
People who question rules not viewed as team players
Many formal rules allow for wide range of variation before rule is considered to be violated
Formal rules based on tradition change slowly, but they do change
Communicating for Results, 10th edition

8. Communicating for Results, 10th edition
Informal Level
Neither rules for behavior nor reason for rules are taught
Unconsciously learned by imitation
Once behaviors learned, usually become automatic and taken for granted
When someone breaks one of these unstated rules, may become uncomfortable and withdraw from situation
Communicating for Results, 10th edition

9. Communicating for Results, 10th edition
Informal Level
Many different cultures and subcultures in the United States
Dangerous to make assumptions about nonverbal meanings
What is a formal rule in one culture may be technical or informal rule in another
The majority of our business-related behaviors governed by informal-level rules
Communicating for Results, 10th edition

10. Facial Expressions and Eye Contact
The face which is responsible for most of the meaning in nonverbal messages is referred to as kinesics
Although basic facial expressions are fairly universal, subtle and spontaneous expressions we encounter at work are more difficult to interpret and differ across cultures
Eyes are most expressive part of face and have considerable effect on communication
Communicating for Results, 10th edition

11. Facial Expressions and Eye Contact
In U.S. culture, eye contact performs several functions:
Shows interest and attentiveness
Signals wish to participate
Controls and persuades others
Communicating for Results, 10th edition

12. Eye Contact and Other Cultures
Be careful about assigning your culture’s meanings for eye behavior to all people
Communicating for Results, 10th edition

13. Body Movements, Posture, and Gestures
Also known as kinesics
Even more closely tied to culture than facial expressions and eye contact
Misleading to isolate single body movement and give it universal meaning
Others may attribute specific meanings to your movements and gestures regardless of your intentions
Communicating for Results, 10th edition

14. Body Movements, Posture, and Gestures
Gestures and body movements can be divided into four categories:
Emblems
Intentional body movements and gestures that carry exact verbal meaning
Illustrators
Intentional movements or gestures that add to or clarify verbal meaning
Regulators
Control flow of conversation
Adaptors
Habitual gestures and movements we use in times of discomfort
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15. Communicating for Results, 10th edition
Touch
Often called haptics
People from different cultures use touch differently
Most greeting require some form of touching
Communicating for Results, 10th edition

16. Clothing and Personal Appearance
Often referred to as objectives
People use clothing and appearance to determine status, credibility, and persuasiveness
Communicating for Results, 10th edition

17. Clothing and Personal Appearance
Public’s perception of organization depends in part on appearance and dress of personnel
Many companies require uniforms or have dress code
Business casual
Casual confusion syndrome
Communicating for Results, 10th edition

18. Clothing and Personal Appearance
If uncertain about what clothing is appropriate, take lead from what managers are wearing
Pointers
Basic business colors are navy, gray, and neutrals
Color shows status
Sport coats or jackets for men and women and a tie for men continue to be important
Color and style equally important for job interviews
Don’t overlook importance of professional demeanor
Communicating for Results, 10th edition

19. Distance and Personal Space
Proxemics
Differ from culture to culture
Many people unaware of their personal distance requirements
Collectivistic cultures need less space
Individualistic cultures want more space
Communicating for Results, 10th edition

20. Distance & Personal Space
Edward T. Hall’s distance categories . . .
Intimate Distance: Contact to 18 inches
Personal Distance: 18 inches to 4 feet
Social Distance: 4 to 12 feet
Public Distance: 12 Feet or more
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21. Communicating for Results, 10th edition
Physical Environment
Related to proxemics
Reveal characteristics of owner of territory
Also affect how people communicate
Environment produces emotional response
Approach or avoidance behaviors
Communicating for Results, 10th edition

22. Communicating for Results, 10th edition
Physical Environment
Color affects our emotional response and is determining factor in whether environment is considered attractive or not
Lighting and room size also alter communication
Odor communicates nonverbally
Noise level, heat, ventilation, lack of windows, and furniture arrangement are other environmental factors that can nonverbally affect communication
Communicating for Results, 10th edition

23. Communicating for Results, 10th edition
Time
Referred to as chronemics
American reactions to time occur at all three levels, business life generally regulated on informal level
Cultural and regional differences add some confusion to nonverbal aspect of time
Communicating for Results, 10th edition

24. Communicating for Results, 10th edition
Status Symbols
Clothes are nonverbal status symbol
Dark colors signify higher status
Tie is important denominator of social status
People more likely to take orders from and follow people who are dressed in high-status clothing
Overdressing can lead to failure
Communicating for Results, 10th edition

25. Communicating for Results, 10th edition
Status Symbols
Important status symbols are location and size of person’s office
Corner offices carry more status
Offices that are out of traffic mainstream confer more power
Power diminishes with distance
Interior arrangement conveys authority
Other office amenities that lend status are solid-wood furniture, green plants, and quality artwork
Communicating for Results, 10th edition

26. Communicating for Results, 10th edition
Status Symbols
Time is another nonverbal indicator of status
Male executive can indicate he is more powerful than female or even other male executives by putting arm around them or always opening doors
One way to counteract is to use similar gestures yourself
Communicating for Results, 10th edition

27. Communicating for Results, 10th edition
Status Symbols
Signs of power
Expansive, confident movements
Tall, upright standing posture
Relaxed, affable, familiar behavior
Ability to turn one’s back on another to get an object
Comfortable, relaxed, seated positions
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28. Communicating for Results, 10th edition
Status Symbols
Signs of weakness
Small, controlled movements
Any form of bowing or bowed posture
Tenseness, vigilance
Hesitantly standing or sitting forward attentively
Playing with an object or nervous shaking of foot or leg
Communicating for Results, 10th edition

29. Nonverbal Messages and International Business
People of other countries and cultures have different nonverbal symbols and meanings for each level culture, especially informal level
Informal rule in United States may be formal or technical rule in another nation
Communicating for Results, 10th edition

30. Mistakes and Culture Shock
When company sends representatives abroad, two mistakes often made:
Companies seldom give their representative much training in language and customs of the country they will visit
Assume employees will cope
Visiting employees assume people in foreign country will behave the same as Americans
Communicating for Results, 10th edition

31. Mistakes and Culture Shock
When natives do not react as expected, expatriates experience culture shock or confusion
Visitors may negatively stereotype people of host country and withdraw from personal contact
Communicating for Results, 10th edition

32. Mistakes and Culture Shock
To minimize culture shock, follow these guidelines :
Learn language as much as possible
Ask for cross-cultural training
Keep sense of humor
Get plenty of rest
Listen with open mind
Ask for a family sponsor or corporate mentor
Keep positive attitude
Realize just because things are done differently doesn’t mean they are wrong
Communicating for Results, 10th edition

33. Improving Nonverbal Skills
Pay attention to expectancy violation theory
Learn to use immediacy behaviors
Work to adopt more effective nonverbal habits
Communicating for Results, 10th edition

34. Expectancy Violations Theory
When our expectations are met, we judge person favorably
If expectations not met, we judge person unfavorably
Communicating for Results, 10th edition

35. Communicating for Results, 10th edition
Immediacy Behaviors
With specific nonverbal, vocal, and verbal behaviors, you can promote sense of closeness
Immediacy behaviors
Greater the group size, the more distant people feel unless person in charge uses immediacy behaviors
Communicating for Results, 10th edition

36. Communicating for Results, 10th edition
Immediacy Behaviors
Immediacy behaviors include the following:
Verbal behaviors(Language)
Vocal behaviors(Paralanguage)
Visual behaviors(Nonverbal)
Communicating for Results, 10th edition