1. Managing Business and Professional Communication
Chapter Four: Managing Nonverbal Communication in Business and Professional Contexts
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2. Nonverbal Communication in the Workplace
What do the nonverbal behaviors in each of these pictures indicate about the situation?
How can you know what might be occurring when there are not any words being spoken?
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What is nonverbal communication?
Communication without words
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4. The Significance of Nonverbal Communication
It conveys meaning
Anywhere from 65-93% of the meaning of a message lies in the nonverbal aspect
It reflects the unspoken
Nonverbal behaviors can “leak” true feelings
Albert Mehrabian: As much as 93% of the emotion and meaning in a conversation is conveyed nonverbally.
Expressions may appear unnatural when a person tries to conceal true feelings. Often these concealing behaviors will leak a true feeling.
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5. Functions and Rules of Nonverbal Communication
The functions:
Complement
Contradict
Regulate
Substitute
The rules:
Do you know the rules? How do you know them?
The functions: Nonverbal communication has four functions -
Complement: the verbal message and the nonverbal compliment and enhance each other. Example: Waving while saying goodbye.
Contradict: The behavior does not match the spoken message. Example: Frowning while saying that you are excited about an upcoming presentation.
Regulate: Controls the flow of the communication. Example: Nodding your head while someone is talking.
Substitute: Can use a behavior to take the place of a verbal message. Example: Someone asking you something and instead of your saying yes, you give them the thumbs up sign.
The rules: Based on cultural and societal contexts. Mostly unwritten.
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6. Proxemics – the study of the use of space to communicate
Personal space
Intimate – 0 to 18 inches
Personal – 18 inches to 4 feet
Social – 4 to 12 feet
Public – 12 feet and beyond
Semi-fixed space
How movable objects are arranged in a space
An object’s size, type, expense, etc can all send messages
Personal Space: The imaginary buffer zone around a person. Edward Hall created the four personal space distances in which communication takes place.
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7. How might seating arrangements play a part in each of these pictures?
Proxemics
How might seating arrangements play a part in each of these pictures?
What can you tell about each of these situations and the people from the nonverbal messages?
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8. Kinesics – the study of body movement
Gesture types:
Emblems and illustrators
Regulators and adaptors
Posture reveals:
Relationships and status
Gender differences and emotional state
Facial expression characterized by:
Culture, gender, and age
Emblems: Have a direct verbal counterpart and can take it’s place
Example: Giving a thumbs up
Illustrators: Complement the spoken message
Example: pointing to an object while also speaking about its location
Regulators: Gestures that control the flow of the conversation
Example: Head nod
Adaptors: Accompany and help accomplish various psychological needs
Example: scratching, covering eyes from a hideous sight
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Kinesics
What might kinesics reveal about this picture?
Relationship, emotions, status, culture, etc.
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10. Oculesics – the study of eye behavior
Eye movement
Influenced by culture, gender, and age
Conveys interest
Regulates conversation
Establishes credibility
Discussion Question: What kinds of preconceptions do you have about appropriate eye contact?
Students may talk about concepts such as deception (avoiding eye contact), age relations (do you or do you not look an older person in the eye? Very cultural related), etc.
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11. Haptics – the study of touch as used to communicate
What are the touch norms at your university or college?
How do you express emotions through touch?
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12. How is touch used in a business and professional context?
In the workplace, touch should be avoided as to avoid sexual harassment. What is appropriate off the job, may not be okay in the workplace.
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13. Vocalics – the study of the use of the voice to convey meaning
Regulates conversation
Vocal cues
Turn taking
Helps interpret oral communication
Volume
Pitch
Rate
How words are emphasized makes a big difference in how they are understood.
Example: Depending on what words are stressed in a sentence can completely change the interpretation of the message. Say this sentence four different ways – each time stressing the underlined word.
“Did you fire him?”
Each sentence asks very different things!
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14. Chronemics – the study of time usage in communication
How we regulate interactions
How we treat others – “wait time”
How we prioritize
How is time viewed in the United States?
How might this differ from other parts of the world?
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15. Objectics – the study of how objects influence communication
What might clothes communicate about these people?
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16. Nonverbal Communication in the Workplace
Remember:
Actions sell louder than words!
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17. Nonverbal Communication in Sales and Marketing
Important nonverbal behaviors in sales contexts:
Shaking hands
Eye contact and smiling
Removing desks and tables as barriers
Using the voice effectively
Matching time orientations
Nodding your head
Avoiding nervous gestures
Stop talking and listen
Pacing toward “low and slow”
Rosenthal’s important nonverbal behaviors in sales contexts
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