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Lecture Nine
Chapter Eight
Non-Verbal Communication
NON VERBAL COMMUNICATION
• Definition: Human action and behavior and
the corresponding meaning that is
attached to behavior. In short everything
but the words.
Linkage of Verbal and Non Verbal
Communication
• Repeating (Verbal
• Accenting (Strong
signal followed by
action supporting
physical signal)
words)
• Contradicting (Subtle • Substituting (Use
clues about message)
action or symbols in
lieu of words. OK)
• Complimenting
(Congruence of action • Regulating (Speaking
and words
louder, holding up a
hand)
WHY PAY ATTENTION TO NONVERBAL
• Lack of Universal
Messages
• Assists in Drawing
Accurate Conclusions
• Increases Sensitivity
• Non-Verbal Message
is Stronger
• Non-Verbal is a
Clarifier
• More Frequent
– 7 % Words
– 55% Body(Facial,
Posture
– 38% Voice (Mehrabian
(1968)
TIME AND COMMUNICATION
• BUSINESS TIME (Constructed to support
the industrial revolution. Not a natural
activity)
• PERSONAL TIME
• PERCEPTION OF TIME
– Time is Money
– Time is Power (Access)
– Time is Status (Who sees who and when)
PROXEMICS (Personal Space)
• DISTANCE
– Intimate Distance 18”
– Personal Distance 1 - 4 ‘
– Social Distance 4 - 8’
– Public Distance 12’
• STATUS
– Higher Physical Locations
– Privacy
– Propinquity (Close to Power)
SPACE AND COMMUNICATION (2)
•
•
•
•
TERRITORY
ARRANGEMENT
ROLE OF BUILDINGS
OFFICE LOCATION
– Window
– Inner
– Bull Pen
SPACE AND COMMUNICATION (3)
• ROOM AND
FURNITURE DESIGN
• ROOM COLOR (Red,
Orange and Yellow
aggressive) (Blue and
Green cool and serene)
• ARRANGEMENT OF
FURNITURE
– Power
– Friendly
– Neutral
KINESICS ( Body Language1)
• NOT A PRECISE SCIENCE
• DIFFERS BETWEEN CULTURES
• MORE ACCURATE IF OBSERVED OVER
A LONG PERIOD OF TIME
• GESTURES
• CULTURAL CONTEXT (Symbols and
action vary)
KINESICS (Body Language 2)
• FACIAL EXPRESSION
• EYE MOVEMENT (Pupil Dilating, eye
contact)
• VOICE
• TOUCH (Pats on the Back, Handshakes,
Hugs and the issues of sexual
harassment.)
HAPTICS
• TOUCHING
–
–
–
–
–
Professional
Social
Friendship
Intimacy
Sexual
• SEXUAL
HARASSMENT
– Reasonable Woman
Standard
DRESS
• In Fashion not Making
Fashion
• Avoid “Sexy”
• Look the part you
want
• Avoid
– Pastels, Bright Colors,
Green, Purple, or
Orange
PARALANGUAGE
• Pitch, Tone,
Response Time
(onset), Duration of
message
• Nervous (High Pitch)
• Slow Response
(Lying or Thoughtful)
MEN AND WOMEN IN BUSINESS
• Men Take Up More
Space
• Handshakes (Firm not
bone crunching)
• Women Smile More
And Are Expected to
Smile
• Women Maintain Eye
Contact Longer
NONVERBAL LEAKAGE OF
DECEPTION (LYING)
•
•
•
•
•
BASE LINE BEHAVIOR BEFORE
JUDGING
KINESICS
– Hand to Face
– Cover Mouth
– Touch Nose
– Lip Biting
– Palms Up
– Foot Tapping
DRESS
– Close and Open Coat
– Play with Collar
– Picking at lint on clothing
PROXEMICS
– Moving Away
PARALANGUAGE
– Slow response
– Long Answers
– Vocal Pitch