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Nonverbal communication is powerful 65-95% of emotional meaning is carried via nonverbal channels. When verbal and nonverbal channels contradict, people assign more weight to nonverbal cues. Nonverbal influence can be subtle –Fisher, Rytting, & Heslin (1976): Library patrons who received an “accidental” touch were more likely to return books on time. Page 2

We use nonverbal communication to: Shape impressions of ourselves enhance attractiveness, credibility, status Establish rapport, immediacy touch, smiling, eye contact Facilitate or inhibit attention distraction to decrease attention Model behavior (social proof) Putting on a seatbelt Signal expectations eye contact to signal turn- taking Violate others’ expectations standing too close talking too loud Page 3

Andersen (1999): warm, involving, immediate behaviors enhance the persuasiveness of a message –It is easier to comply with those we like. –We tend to trust warm, friendly people. Page 4

Nonverbal Codes Page 5

Eye contact conveys: –interest, attention –attraction, liking –warmth, immediacy Eye contact usually enhances persuasion –“gaze produced greater compliance than gaze aversion in every one of the 12 studies” (Segrin, 1993p. 173) Slide 6

Panhandlers try to establish eye contact first. Speakers who avoid eye contact are perceived as less credible. The exception to the general rule –Kleinke found that an illegitimate request was more effective without eye contact. Slide 7

Smiling is an immediacy behavior. Smiling conveys –warmth, attraction, liking, sincerity Food servers who smile receive larger tips. Job applicants who smile are rated more favorably. Cheaters who smiled received more lenient treatment. Excessive smiling may backfire. –May be perceived as phony –May be perceived as shallow Slide 8

Mirroring involves matching or mimicking another’s behavior. –eye contact, posture, gestures Mirroring conveys –similarity, empathy Nonverbal mimicry facilitates persuasion. Mirroring negative nonverbal cues may be counterproductive –frowning, scowling, closed posture Slide 9

Emblems have precise verbal meanings. Peace sign Shush Shame on you Come here Zip it Illustrators accompany speech. –“I love you this much…” –“Use just a pinch…” Slide 10 “Research shows that people who use gestures more freely are more persuasive, and that people remember gestures better than words” (Bernstein, 1994, p ).

Nonverbal communication in the courtroom: Trial lawyers use gesture, movement, eye contact, clothing, and appearance cues to sway jurors (Cotler, 1993). Slide 11

Adaptors are unintentional cues that signal negative feelings –Lip biting –Nail biting –Hand wringing –Hair twirling Adaptors convey –boredom –nervousness –stress Slide 12

The “Midas Touch”: Touch generally facilitates compliance gaining. Food servers who used touch received larger tips (Crusco & Wetzel (1984), Hornick (1992). Touch must be perceived as appropriate in location, duration, intensity. A person asked a stranger to watch a big, unruly dog for 10 minutes while he/she went into a bank. 55% of subjects who were touched consented. 35% of subject who weren’t touched consented Gueguen & Fischer-Lokou (2002). Slide 13

Segrin’s meta-analysis revealed that: –Of 13 studies examined, “it can be concluded touch always produces as much, and in many cases more compliance than no touch, all other things being held equal” (p. 174) –Touch must be perceived as appropriate. Slide 14

Geographical closeness increases liking, attraction. –Based on perceived similarity –Even in online settings Personal space: Standing closer tends to facilitate compliance gaining Slide 15

Segrin’s meta-analysis of proximity studies revealed that “the effect for closer proximity was consistent. Close space produces greater compliance than distant space” (p. 173) “close” distance was typically operationalized as 1-2 ft., “far” was usually 3-5 ft. Slide 16Page 16

Buller & Burgoon (1986) People have expectations about what constitutes appropriate behavior in social situations –example: elevator etiquette Violations of expectations are perceived positively or negatively, depending upon: –the status, reward power of the communicator –the range of interpretations that can be assigned to the violation –the perception/evaluation of the interpreted act Slide 17

Time spent waiting confers power, status –example: M.D.s and patients –example: Professors and students Tardiness can negatively impact credibility –Burgoon et al (1989): late arrivers were considered more dynamic, but less competent, less sociable than those who were punctual There are huge cultural differences in time-consciousness Slide 18Page 18

Western culture: M-time emphasizes precise schedules, promptness, time as a commodity –“time is money” –“New York minute” –“Down time” –“Limited Time Offer!” –“Must Act Now” Other cultures: P-time cultures don’t value punctuality as highly, don’t emphasize precise schedules –“island time” –Sioux Indians have no spoken words for “late” or “tardy” Slide 19

Urgency as a sales tactic –must act now, limited time offer, first come first serve –Time windows; shop early and save, super savings from 7am-10am –1 hour photo, Lenscrafters, Jiffy Lube, drive through banks, etc. Non-urgency as a sales strategy –90 days same as cash –No No No sales –mega-bookstores that encouraging browsing, lingering Slide 20

Material objects as an extension of the self Uniforms and compliance gaining –Lawrence & Watson (1991): requests for contributions were greater when requesters wore uniforms –Bickman (1971): change left in a phone booth was returned to well dressed people 77% of the time poorly dressed people only 38% of the time –Clothing signifies status, authority Slide 21

Gueguen (2003) Shoppers were less likely to report a well- dressed shoplifter than a casually dressed or poorly dressed shoplifter. –Neatly dressed: suit & tie (90% did not report) –Neutral: Clean jeans, tee- shirt and jacket, moccasins (63% did not report) –Slovenly: Dirty jeans, torn jacket, sneakers (60% did not report) Slide 22Page 22

Gueguen & Pichot (2001): pedestrians were more likely to “jaywalk” if a well-dressed person did so. –Control condition: 15.6% violations of do not walk signal –Well-dressed: 54.5% violations –Casually dressed: 17.9% violations –Poorly dressed: 9.3% violations Slide 23

Stewart (1980) studied the relationship between attractiveness and criminal sentencing –handsome defendants were twice as likely to avoid a jail sentence Benson, Kerabenic, & Lerner (1976): both sexes were more likely to comply with a request for assistance if the requester was attractive. Slide 24 Which of these two people would you offer to help?

How you say it –Fluency facilitates persuasion Pauses, gaps, diminish credibility –Speaking faster generally increases credibility Speaking too fast may hinder comprehension –Pitch variation generally increases persuasiveness Avoid a monotone delivery Slide 25