Chapter 5 Nonverbal Communication Communicating for Results, 10th edition

 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 Nonverbal Communication Communicating for Results, 10th edition

 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 Nonverbal Communication Communicating for Results, 10th edition

 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 Nonverbal Communication: Definition, Culture, and Principles Communicating for Results, 10th edition

 Way to enrich understanding of culture and nonverbal behaviors is to view through the dimensions mentioned in Chapters 1 through 3:  Individualistic - collectivistic  Low-context – high-context  Monochronic – polychronic  In terms of nonverbal there are three levels:  Technical-formal-informal Nonverbal Communication: Definition, Culture, and Principles Communicating for Results, 10th edition

 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 Technical Level Communicating for Results, 10th edition

 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 Formal Level Communicating for Results, 10th edition

 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 Informal Level Communicating for Results, 10th edition

 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 Informal Level Communicating for Results, 10th edition

 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 Facial Expressions and Eye Contact Communicating for Results, 10th edition

 In U.S. culture, eye contact performs several functions:  Shows interest and attentiveness  Signals wish to participate  Controls and persuades others Facial Expressions and Eye Contact Communicating for Results, 10th edition

 Be careful about assigning your culture’s meanings for eye behavior to all people Eye Contact and Other Cultures Communicating for Results, 10th edition

 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 Body Movements, Posture, and Gestures Communicating for Results, 10th edition

 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 Body Movements, Posture, and Gestures Communicating for Results, 10th edition

 Often called haptics  People from different cultures use touch differently  Most greeting require some form of touching Touch Communicating for Results, 10th edition

 Often referred to as objectives  People use clothing and appearance to determine status, credibility, and persuasiveness Clothing and Personal Appearance Communicating for Results, 10th edition

 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 Clothing and Personal Appearance Communicating for Results, 10th edition

 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 Clothing and Personal Appearance Communicating for Results, 10th edition

 Proxemics  Differ from culture to culture  Many people unaware of their personal distance requirements  Collectivistic cultures need less space  Individualistic cultures want more space Distance and Personal Space Communicating for Results, 10th edition

Distance & Personal Space  Intimate Distance: Contact to 18 inches  Personal Distance: 18 inches to 4 feet  Social Distance: 4 to 12 feet  Public Distance: 12 Feet or more Copyright Cengage © Edward T. Hall’s distance categories...

 Related to proxemics  Reveal characteristics of owner of territory  Also affect how people communicate  Environment produces emotional response  Approach or avoidance behaviors Physical Environment Communicating for Results, 10th edition

 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 Physical Environment Communicating for Results, 10th edition

 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 Time Communicating for Results, 10th edition

 Monochronic (m-time) cultures view time as a “scarce resource which must be rationed and controlled through use of schedules and appointments”  Polychronic (p-time) cultures see “the maintenance of harmonic relationships as most important thing so use of time needs to be flexible in order that we do right by various people to whom we have obligations” Monochronic and Polychronic Cultures Communicating for Results, 10th edition

 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 Status Symbols Communicating for Results, 10th edition

 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 solid-wood furniture, green plants, and quality artwork Status Symbols Communicating for Results, 10th edition

 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 Status Symbols Communicating for Results, 10th edition

 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 Status Symbols Communicating for Results, 10th edition

 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 Nonverbal Messages and International Business Communicating for Results, 10th edition

 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 Mistakes and Culture Shock Communicating for Results, 10th edition

 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 Mistakes and Culture Shock Communicating for Results, 10th edition

 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 Mistakes and Culture Shock Communicating for Results, 10th edition

 When our expectations are met, we judge person favorably  If expectations not met, we judge person unfavorably Expectancy Violations Theory Communicating for Results, 10th edition

 Immediacy behaviors include the following:  Verbal behaviors(Language)  Vocal behaviors(Paralanguage)  Visual behaviors(Nonverbal) Immediacy Behaviors Communicating for Results, 10th edition

 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 Immediacy Behaviors Communicating for Results, 10th edition

 Pay attention to expectancy violation theory  Learn to use immediacy behaviors  Work to adopt more effective nonverbal habits Improving Nonverbal Skills Communicating for Results, 10th edition