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Chapter 5 Nonverbal Communication Communicating for Results, 10th edition Chapter 5 Objectives • Discuss the term nonverbal communication and explain how it differs in each of three levels • List the major types of nonverbal communication in the workplace • Describe the role nonverbal symbols and culture shock play in international business transactions • Identify how to improve your nonverbal skills Communicating for Results, 10th edition 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 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 Nonverbal Communication: Definition, Culture, and Principles • Nonverbal communication – 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 Nonverbal Communication: Definition, Culture, and Principles • Way to enrich understanding of culture and nonverbal behaviors is to view through several dimensions – Individualistic - collectivistic – Low-context – high-context – Monochronic – polychronic • Technical-formal-informal 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 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 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 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 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 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 Eye Contact and Other Cultures • Be careful about assigning your culture’s meanings for eye behavior to all people Communicating for Results, 10th edition 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 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 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 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 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 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 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 Distance and Personal Space • Most Americans reserve intimate distance for private use • Personal distance used by close friends or colleagues • Most business transactions conducted within social distance • Public distance is maintained between speaker and large group of listeners Communicating for Results, 10th edition Distance and Personal Space • Be aware of nonverbal reactions that signal discomfort • Distance and personal space important in selecting seating arrangements 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 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 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 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 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 solidwood furniture, green plants, and quality artwork 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 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 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 Status Symbols • Practice using more powerful behaviors such as: – Be pleasant, but smile less often – Lower pitch of your voice, speak with firmness – Use steady, relaxed, frequent eye contact – Keep head straight and still – Maintain relaxed yet tall and strong stance – Occasionally turn your back on others when reaching for an item – Use strong, definite movements – Try using steepling gesture – Initiate brief firm handshakes – Videotape yourself using these behaviors – Create mental picture of yourself as a powerful person Communicating for Results, 10th edition 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 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 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 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 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 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 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 Immediacy Behaviors • Immediacy behaviors include the following: – Verbal behaviors – Vocal behaviors – Visual behaviors Communicating for Results, 10th edition Creating Effective Habits • You can improve your nonverbal communication by adapting more effective habits: – Develop awareness of nonverbal differences – Do not judge others according to your own nonverbal meanings – Do not assign nonverbal meanings out of context – Observe your nonverbal behavior on videotape or ask others for feedback – Role-play using hypothetical situations Communicating for Results, 10th edition
