1. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 1

2. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 2 Personal Skills PART TWO

3. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 3 3 ChapterChapter Verbal and Nonverbal Messages Chapter Summary Verbal Messages Sexual Harassment Nonverbal Communication

4. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 4 Verbal Messages Clarity and Ambiguity Use Unequivocal Terms to Avoid Misunderstandings Use Lower-Level Abstractions When Clarity is Essential Use Jargon Judiciously Use Ambiguous Language When It Is Strategically Desirable

5. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 5 Verbal Messages Inflammatory Language Avoid Biased Language Beware of Trigger Words

6. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 6 Verbal Messages Masculine and Feminine Language Use Feminine Speech Rapport Talk: to create connections, establish goodwill, show support, and build community. Masculine Speech Report Talk: speech that focuses less on feelings and relationships and more on information, facts, knowledge, and competence.

7. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 7 Verbal Messages Differences Between Women’s & Men’s Language Use Women’s Style Rapport Expressive Supportive Tentative Conversational initiation and maintenance Men’s Style Report Instrumental Advising Certain Conversational control

8. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 8 Be Aware of Different Styles Switch Styles, When Appropriate Combine Styles Verbal Messages Meeting Gender-Related Language Challenges

9. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 9 Quid pro quo (“this for that”) Hostile Work Environment Sexual Harassment Two Types of Sexual Harassment Recognized by Law

10. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 10 Sexual Harassment Avoid language that could be considered offensive Avoid actions that could lead to discomfort Avoiding Sexual Harassment Problems

11. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 11 Sexual Harassment Responding to Sexual Harassment Consider Dismissing the Incident Ask the Harasser to Stop Keep a Diary Write a Personal Letter to the Harasser Ask a Friend to Intervene Complain Through Channels File a Legal Complaint

12. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 12 Nonverbal Communication Characteristics of Nonverbal Communication Nonverbal Behavior Always Has Communicative Value Nonverbal Communication is Powerful Nonverbal Behavior Is Ambiguous Nonverbal Communication Primarily Expresses Attitudes Much Nonverbal Behavior is Culture-Bound

13. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. Slide 13 Nonverbal Communication Types of Nonverbal Communication Voice Appearance The Face and Eyes Posture and Movement Personal Space and Distance Physical Environment Time