Communicating for Results 9e 5 Key Ideas Defining nonverbal communication Types of nonverbal communication Role of nonverbal symbols Improving nonverbal skills Nonverbal Communication in the Organization 1 Copyright Cengage © 2011

Consider this … Aspects of nonverbal communication make it possible... For receivers to be mistaken in interpreting a message, especially if the receiver perceives that message as having been sent on purpose. A shrug meant to convey “I don’t know” may have been 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 Study Hook ‘em Horns Case Study

Nonverbal Defined …all intentional and unintentional messages that are not written, spoken, or sounded. ThinkStock LLC/Index Stock Imagery 4Copyright Cengage © 2011

Culture & 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... NOVA Development 5Copyright Cengage © 2011

Nonverbal Communication  Facial expressions & eye contact  Body movements & gestures  Clothing & personal appearance  Distance & personal space  Physical environment  Time Types include... 6Copyright Cengage © 2011

Facial 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 showing elation? Dread? Fear? elation? Dread? Fear?

Eye Contact  Shows interest and attentiveness  Signals wish to participate  Controls & persuades others In American culture... 8Copyright Cengage © 2011

Movements & Gestures  Emblems  Illustrators  Regulators  Adaptors Types include.. Types include... Which type of gesture is this Police Officer using? Ronald Martinez/Getty Images 9Copyright Cengage © 2011

Clothing & 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... Christopher Robbins 10Copyright Cengage © 2011

Distance & Personal Space  Intimate Distance: Contact – 18 inches Copyright Cengage © Hall’s distance categories...

Distance & Personal Space  Intimate Distance: Contact – 18 inches  Personal Distance: 18 inches to 4 feet Copyright Cengage © Hall’s distance categories...

Distance & Personal Space  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 Copyright Cengage © Hall’s distance categories...

Physical Environment  Reveals the characteristics of the owner  Color affects emotional response  Lighting and room size alter communication  Odor can stir emotions  Ergonomics can affect physical well-being Copyright Cengage ©

Time  Most business conducted on informal level  Status determines sequences of lateness  Time spent signals significance  Perceptions of time depend on cultural background NOVA Development 15Copyright Cengage © 2011

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

Nonverbal Status Symbols Include...  Clothing (i.e., tie & jacket)  Darker colors  Office size, location, & interior arrangement  Powerful nonverbal behaviors  Time  Gestures What gives this office status? NOVA Development 17 Copyright Cengage © 2011

Nonverbal Signs of Power  Expansive, confident movements  Tall, upright standing posture  Relaxed, affable, familiar behavior  Ability to turn one’s back on others  Comfortable, relaxed seated positions 18Copyright Cengage © 2011 Carr-Ruffino 1997

Nonverbal Signs of Weakness  Small controlled movements  Bowed 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 1997

Culture 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 Culture shock!  Result: Culture shock! And international business transactions... AP/Wide World Photos 20Copyright Cengage © 2011

Expectancy Violations Theory  How people respond when nonverbal expectations are not met  Involved all nonverbal behaviors  Expectations are violated more when people come from a culture we are not familiar with Copyright Cengage © According to Burgoon’s theory...

Immediacy Behaviors  Verbal behaviors  Verbal behaviors – humor, personal examples, using “we” & “our”  Vocal behaviors  Vocal behaviors – good volume, pitch, & vocal expressiveness  Visual behaviors  Visual behaviors – smiles, eye contact, relaxed posture, moving around “Promoting a feeling of closeness” by... © Jason Harr is 22Copyright Cengage © 2011

Improving Nonverbal Skills  Develop 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 5 Key Ideas Defining nonverbal communication Types of nonverbal communication Role of nonverbal symbols Improving nonverbal skills Nonverbal Communication in the Organization 24 Copyright Cengage © 2011