Chapter 4: Verbal and Nonverbal Messages

Verbal Messages Clarity and Ambiguity Use unequivocal terms to avoid misunderstandings Equivocal terms Differing interpretations Differing cultural values

Verbal Messages Clarity and Ambiguity Use lower-level abstractions Low-level abstractions High-level abstractions Relative words

Verbal Messages Clarity and Ambiguity Use slang with caution Use jargon judiciously To save time To add credibility Avoid business buzzwords

Verbal Messages Clarity and Ambiguity Use strategic ambiguity To promote harmony To soften difficult messages To make a point indirectly

Verbal Messages Clarity and Ambiguity Choose optimum degree of powerful language Types of less powerful language

Verbal Messages Inflammatory Language Avoid biased language Beware of trigger words

Verbal Messages Masculine & Feminine Language Use Feminine speech Rapport talk Expressive tool Supportive Tentative

Verbal Messages Masculine & Feminine Language Use Masculine speech Report talk Instrumental tool Advice Assertive Dominant

Verbal Messages Meeting Gender-Related Language Challenges Be aware of different styles Switch styles Combine styles

Nonverbal Communication Nonverbal Characteristics Always has communicative value Is powerful Is ambiguous