Verbal and Nonverbal Skills CHAPTER 5 Chapter Objectives 1. Identify the importance of verbal and nonverbal communication in the business context. 2. Understand the relationship among power, status, and nonverbal communication. 3. Evaluate messages sent through clothing choice. 4. Improve your use of language. 5. Respect gender and cultural differences. 6. Employ and interpret nonverbal cues. 7. Manage anxiety in informal contexts. Copyright © 2008 Allyn & Bacon

Goal Setting for Effective Messages Message can have three purposes: Task messages have the intent to make others accomplish specific goals. Maintenance messages keep the organization in working order so that tasks can be performed. Human relations messages help employees fully recognize their potential in the organization. Copyright © 2008 Allyn & Bacon

Situational Knowledge: Personal and Environmental Factors Messages have two parts: Content element What you are trying to communicate? Relational element How do you feel about the person with whom you are communicating? It is important to anticipate the relational consequences of your message. Copyright © 2008 Allyn & Bacon

Copyright © 2008 Allyn & Bacon Personal Space Hall’s Zones: Intimate Zone: Zero to 18 inches Personal Zone: 18 inches to 4 feet Social Zone: 4 feet to 12 feet Public Zone: 12 feet and beyond Copyright © 2008 Allyn & Bacon

Personal Space and Touch Culture affects the way we use and interpret personal space. Americans need some private space in professional settings while other cultures made need far less. Culture affects the way we use and interpret touch. Context and relationship must be considered in using touch. Copyright © 2008 Allyn & Bacon

Court-Upheld Dress-Code Regulations Males to wear hair at collar length. Different standard by gender for acceptable tattoos. Males/Females limited on number of facial/tongue piercings. Females to wear skirts Women allowed to wear religious head coverings (Muslim) in business but not in public schools Copyright © 2008 Allyn & Bacon

Communication Competence: Verbal and Nonverbal Skills Choosing the Setting for Communication What is the likelihood that bystanders will receive the message unintentionally? What are the physical characteristics of the setting? (noise level, temperature, etc.) Is the formality of the situation dictated by social or company norms? Is the timing of the message important? Copyright © 2008 Allyn & Bacon

Communication Competence: Verbal and Nonverbal Skills Language Usage: Jargon is the specialized language professionals use to communicate efficiently. Euphemisms are agreeable, neutral, or indirect phrases used to describe unpleasant events in a more palatable format. Tag questions reduce the certainty of a statement and undercut the effectiveness of the message, isn’t that correct? Copyright © 2008 Allyn & Bacon

Avoid Racist and Sexist Language Possibly Offensive Terms Neutral Alternatives Fireman Chairman Secretary Woman doctor Male nurse Firefighter Chair, Chairperson Assistant, Associate Doctor Nurse Copyright © 2008 Allyn & Bacon

Interpreting Nonverbal Cues Paralanguage: refers to voice qualities, or characteristics of speech, such as: Pitch (how high or low the voice is) Tempo (rate of speaking) Volume (loudness of voice) Rhythm (timing and emphasis on words) Articulation (how clearly words are pronounced) Facial and Eye Expressions Copyright © 2008 Allyn & Bacon

Gestures and Body Movement Emblems are movements that substitute for words. Illustrators are body movements that amplify, accent, or supplement what is being said verbally. Regulators are nonverbal, usually automatic acts, that help to maintain the flow of conversation. Copyright © 2008 Allyn & Bacon

Copyright © 2008 Allyn & Bacon Message Strategies Conversational Turns Nonverbal cues Interruptions Conversational Differences Between Men & Women Men interrupt more often than women Women are less comfortable with hierarchy Intercultural Conversations Open-mindedness, equal treatment, avoidance, interaction management, other orientation Conversational Ethics Include background information, honesty, and clarity Copyright © 2008 Allyn & Bacon

Four Combinations of Understanding and Agreement Mutual understanding with agreement. Mutual understanding with disagreement. Mutual misunderstanding with agreement. Mutual misunderstanding with disagreement. Copyright © 2008 Allyn & Bacon