Download File - business communication

NONVERBAL COMMUNICATION
By: Janeen Russell
Mayville State University
Business Communications
June 22, 2013
2
Nonverbal Communication
“The most important thing in communication is hearing what is not said” ~ Peter F.
Drucker.1 The words and language we use to communicate with one another refers to our verbal
communication. Two-thirds of our communication with others is nonverbal communication,
whether we are aware of it or not.2 Nonverbal communication is made up of our involuntary
actions such as body language, facial expressions, vocal pitch, and dress appearance.
The Importance of Nonverbal Communication
The common phrase “our actions speak louder than words” is a great example of the
importance of nonverbal communication. We are constantly sending nonverbal cues while
interacting with others. Nonverbal cues may be used to repeat, accent or complement what is
being said. We also need to be aware that our nonverbal cues can often contradict what we are
saying.3 This contradiction can lead to mistrust or confusion with the people we are
communicating with. Nonverbal cues can also substitute for a verbal message when noise is
present.4 These roles of nonverbal communication can account for 70-90% of communication
with all interactions.5
Characteristics of Nonverbal Communication
Characteristics of nonverbal communication include our appearance, body movements,
vocals, touch, smell, and spatial awareness. Our nonverbal cues that are associated with our
1
Neha Gupta, Effective Body Language in Organizations, IUP Journal of Soft Skills, 7(1), 35.
[Type
Ibid.,
p.36.text]
3
Intercultural Business Relations, Nonverbal Communication Modes, http://www.andrews.edu/~tidwell/bsad560/NonVerbal.html, accessed June 2013.
4
Help Guide, Nonverbal Communication: Improving Your Nonverbal Skills and Reading Body Language,
http://www.helpguide.org/mental/eg6_nonverbal_communication.html, accessed June 2013.
5
Ibid.
2
3
appearance can include our facial expressions, eye contact, and our style of dress. Facial
expressions are a form of universal nonverbal communication.6 Our facial expressions are often
used as the main communicator of how we are feeling. Without saying a word our face can
express emotions of happiness, apprehension, sadness, anger, resentment, surprise, fear,
contempt, enthusiasm, embarrassment, and disgust.
Eye contact is an important form of nonverbal communication. Eye contact helps
maintain the flow of conversation. People are more likely to maintain eye contact while they are
listening, whereas, people often look away while they are speaking and return their gaze to the
listener to let them know when it is there time to speak.7 In some cultures when the speaker
looks away it can be interpreted as a lack of confidence or as a defensive cue.8 By maintaining
eye contact throughout conversation the context of communication can improve. The opposite is
true when the listener diverts their gaze. Diverting eye contact could send the message that the
listener is disinterested in what the speaker has to say. When their eyes divert to the ceiling it
can send the message “I doubt what you’re saying is true.”9
The way in which a person dresses can be an indicator into how people will react to them.
People’s personality, background, and financial status can be determined by the types of clothing
they wear. People who are neatly groomed and well-dressed tend to be more liked and gain the
respect of others. 10 Researchers have proved that well-dress people have greater success in their
business careers.11
Our body movements include the way we sit, stand, walk, and our hand gestures. The
way in which a person holds and positions their body can communicate a variety of messages.
Self-confidence is portrayed through good posture and standing straight up, whereas slumping
6
Ibid.
Skills You Need, Nonverbal Communication, http://www.skillsyouneed.com/ips/nonverbal-communication.html, accessed June 2013.
8 [Type text]
Andrew J.Dubrin, Human Relations Interpersonal Job-Oriented Skills, 11th ed. Upper Saddle River, NJ: Pearson Prentice Hall,2012, p. 74.
9
Ibid.
10
Dubrin, Human Relations, p.76.
11
Ronald B. Adler, Jeanne Elmhorst, and Kristen Lucas, Communicating at Work, 11th ed. New York, NY: McGraw-Hill, 2013 p.93
7
4
often portrays a lack of self-confidence.12 A person who is receptive or interested in
communication will sit facing their speaker with open arms.13 On the other hand, a person who
is disinterested in what is being said will maintain a closed posture with folded arms and facing
at an angle from their speaker.14 The same open and closed postures can communicate feelings
towards a person. An open posture can indicate caring for a person whereas, a closed posture
could indicate disgust for a person.15 Movement as subtle as a head tilt can indicate active
listening, whereas covering your neck with your hands can indicate concern or insecurity.16
Researchers have also defined a variety of gestures that communicate nonverbal
communication. Emblems are “gestures that serve the same function as a word.”17 An illustrator
can complement a word to help explain the verbal message and regulators are gestures that
provide feedback, such as a head nod.18
Another characteristic of nonverbal communication is vocals, or paralanguage, which
refer to the non-verbal cues that can be found in a speakers voice. “It’s not just what you say;
it’s how you say it.”19 The tone, pitch, loudness, pace, timing, and the inflection can indicate
someone’s true emotions such as sarcasm, anger, affection, and confidence.20 By putting
emphasis on certain words can also indicate to a listener whether or not to reply with feedback.21
We also communicate through touch, or haptics.21 Nonverbal cues can be sent through
the strength or weakness of a handshake, a strong or timid hand on the shoulder, a reassuring
slap on the back, or a grab of the arm.22 “Touch is important for physical and mental health.”23
12
Dubrin, Human Relations, p. 74.
Ibid.
14
Skills You Need, Nonverbal Communication.
15
Ibid.
16
Forbes, Secrets of Nonverbal Communication, http://www.forbes.com/2010/11/10/body-language-nonverbal-leadership-careerscommunication_print.html, accessed June 2013.
17
Skills You Need, Nonverbal Communication.
18
Ibid.
19
Help Guide, Improving Your Nonverbal Skills.
[Type
text]
20
Dubrin, Human Relations, p.74.
21
Help Guide, Improving Your Nonverbal Skills.
22
Ibid.
23
Hunny Bee, Nonverbal Communication, http://www.hunnybee.com.au/non-verbal-communication.html, accessed June 2013.
13
5
A warm hug can show affection towards a person, whereas, an aggressive touch will have a
negative effect. Our scents and odors, called olfactics, can also communicate nonverbally to
other people.24 The way we smell allows people to make assumptions about our personal
hygiene. Our hygiene can indicate our financial state, culture, and even our personality.
“The term ‘proxemics’ refers to the study of spatial dimension of nonverbal behavior.”25
There is a difference in people’s perceptions of social and personal space depending on the
closeness of a relationship and their culture.26 Experts have classified four terms that can be
used to describe the proxemics ranges based upon relationships.27 These distances are intimate
distance, personal distance, social distance, and public distance.28 The most intimate distances
range from touching to about 18 inches and usually involve interactions with people who are the
most familiar.29 The personal distance referred to as a person’s ‘bubble,’ ranges from 18 inches
to 4 feet.30 When a person’s personal space is violated it may cause others to feel uncomfortable
or defensive. This is also the distance in which a handshake occurs and a person’s facial
expressions and eye movements are easily seen.31 When greeting a familiar acquaintance or
someone new, a distance of 4 to 12 feet determines the social distance.32 When communicating
at a social distance people need to speak louder and remain eye contact.33 Public distance refers
to the range of about 12 to 25 feet, which usually involves interactions while public speakers
address groups.34 Eye contact and facial expressions can be lost at a public distance so hand
gestures are used to express nonverbal communication.35
24
Ibid.
T. Prabhu, Proxemics: Some Challenges and Strategies in Nonverbal Communication, IUP Journal of Soft Skills, Vol. IV, No.3, 2010, p. 7.
26
Ibid, p. 8.
27
Skills You Need, Nonverbal Communication.
28
Ibid.
29
Prabhu, Proxemics, p. 9.
30
Ibid.
31
[Type
text]
Skills You
Need, Nonverbal Communication.
32
Prabhu, Proxemics, p.9.
33
Skills You Need, Nonverbal Communication.
34
Prabhu, Proxemics, p. 9.
35
Skills You Need, Nonverbal Communication.
25
6
Receiver/Sender’s Role in Nonverbal Communication
“The initial translation of an expression into some meaning is likely to be so immediate
that we are not aware of the process we go through.”36 It is the receiver’s role in nonverbal
communication is to decode what is being said, or more importantly what is not being said.37
The receiver has to choose whether to believe the verbal message or the nonverbal message
being communicated.38 Most people will choose to believe the nonverbal cues, they are
involuntary and unintentional actions that give strong clues as to the true emotional state of a
person.39 Decoding can be characterized as innate, easy, categorical, and immediate.40 The
receiver studies body movements, facial and vocal expressions and then interprets the signals.41
The sender’s role is the opposite of the receiver. They are responsible for expressing or
encoding the nonverbal communication.42 Each and every time a sender partakes in verbal
communication they are transmitting nonverbal cues as well. The sender needs to be aware of
what their body is communicating at all times.
Problems with Nonverbal Communication
There are many ways in which nonverbal communication can go wrong. The
consequences of miscommunication can be serious, when people perceive nonverbal cues in the
wrong way it can cause mistrust or a lack of respect. If this happens the relationship between
both people can be damaged.43
36
James A. Russell, Jo-Anne Bachorowski, and Jose-Miguel Fernandez-Dohls, Facial and Vocal Expressions of Emotion, Annual Review of
Psychology, p 332.
37
Ibid.
38
Help Guide, Improving Your Nonverbal Skills.
39
Ibid.
40
[Type
text]
Russell,
Bachrowski, Fernandez-Dohls, Facial and Vocal Expressions of Emotions, p. 332.
41
Ibid.
42
Russell, Bachrowski, Fernandez-Dohls, Facial and Vocal Expressions of Emotions, p. 333.
43
Help Guide, Improving Your Nonverbal Skills.
7
Teaching Effective Nonverbal Communication Skills
Being able to interpret nonverbal communication can be a powerful tool in helping
effective communication with others, and building solid, trusting relationships.44 Learning to
interpret nonverbal cues can help avoid misunderstandings.45 There are steps to take to improve
your communication skills. In nonverbal communication both the sender and receiver need to
pay full attention to the task at hand. It is easy to miss nonverbal cues when your thoughts start
to wander.46
Another way to improve communication skills is to be aware of your emotional state and
how it may influence others.47 Emotional awareness allows you to read the nonverbal cues of
others while matching your own nonverbal cues to your words.48 Being aware of your emotions
also allow you to assess relationships and determine whether or not you care for the other person.
49
By using a technique called ‘mirroring’ you can reassure others that you feel the same way as
they do and indicate you are interested in what they are saying.50
Stress can be an emotion that is hard to manage, but when done correctly it can also help
improve nonverbal communication.51 Stress can effect both the way you read other people and
the nonverbal cues you send.52 Our emotions are often contagious and can turn a pleasant
conversation into an argument. When feeling stressed take time regain control of your emotions
then when you feel calmed try restarting the converation.53
By paying attention to nonverbal cues, both sent and received, your ability to
44
Help Guide, Improving Your Nonverbal Skills.
Ibid.
46
Ibid.
47
Ibid.
48
Ibid.
49
Ibid.
[Type text]
50
Skills You Need, Nonverbal Communication.
51
Help Guide, Improving Your Nonverbal Skills.
52
Ibid.
53
Help Guide, Improving Your Nonverbal Skills.
45
8
communicate will improve. Lookout for groups of inconsistencies between verbal and nonverbal
communication and trust your instincts.54 Watch the other person’s body language, do they
appear tense or relaxed? Is their face showing an expression of interest or a blank stare? How is
their tone of voice? Is it projecting warmth and confident or is it anxious or stressed? Is the
conversation flowing nicely back and forth, or are they responding to rapid or slow?55 To help
develop your nonverbal communication skills observe people going about their daily lives.56
Nonverbal Communication in the Work Place
First impressions are important in the work place. Knowing the appropriate way to act or
dress can make it easier to assimilate. Keep yourself well-groomed with a more conservative
look when appropriate and casual if the occasion calls for it.56 The way we dress ultimately
shapes the way we behave and the way people view us. Portray yourself as a confident and
welcoming person to both colleagues and clients.57 Pay close attention to your body gestures.
Are you standing/sitting with an open posture giving with good eye contact insinuating you are
interested in the conversation? Or does your posture closed and gives the illusion that you are
annoyed or bored?
Cultural Differences in Nonverbal Communication
Many of the nonverbal cues and signals discussed are accepted in our western society.
However, when traveling abroad it is important to learn about other cultures traditions in body
language and nonverbal cues. You may think you are portraying one thing when they are
misinterpreting it as another. Something as simple as a thumbs-up sign can give a gesture of
approval in our country, however, in parts of the Middle East, the Mediterranean, and Southeast
[Type
54
Help text]
Guide, Improving Your Nonverbal Skills.
55
Ibid.
Forbes, Secrets of Nonverbal Communication.
57
Ibid.
56
9
Asia, the thumbs up is the equivalent to giving the middle finger.58 The ‘peace’ sign in our
culture is a gesture of love our happiness, whereas, in the U.K., Ireland, Australia, and New
Zealand, truing the ‘peace’ sign backwards gives the indication of saying “screw you.”59
Conclusion
Nonverbal communication is a very important component in our everyday life. We
communicate our nonverbal communication both intentionally and unintentionally. A basic
awareness of nonverbal strategies can help to improve our communication with others. Being
aware of nonverbal cues in different cultures will help to communicate with others as traveling
abroad. Knowledge of nonverbal cues can lead to a great shared understanding and
strengthening of relationships.
58
Matthew
Link, Dangerous Body LanguageAbroad, http://news.travel.aol.com/2010/07/26/dangerous-body-language-abroad, accessed June 2013.
[Type
text]
59
Ibid.