1. VERBAL MESSAGES

2. Verbal Messages Clarity and Ambiguity
Use Unequivocal Terms to Avoid Misunderstandings
Equivocal Terms: Terms with more than one meaning

3. High Level Abstraction: Statements that cover a broader range of possible objects or events without describing much detail.
“Keep up the good work.”
All, Never, Every, None, Always…

4. Use Lower-Level Abstractions When Clarity is Essential
Low-level abstractions:
highly specific statements that refer directly to objects or events that can be observed

5. Very general Problem Equipment Problem Breakdown of Copying machine
Automatic paper feeder does not work
Sheets Jammed in paper path
Quite Specific

6. Use Jargon Judiciously
Use Ambiguous Language When It Is Strategically Desirable

7. Avoid Biased Language
Biased Language: Statements that seem to be objective but actually conceal an emotional bias. (Emotive Language)
He’s long winded.
She’s wishy-washy.

8. Beware of Trigger Words
Words or statements that insight strong emotional associations.
Used towards individuals, groups, issues, topics.

9. Masculine and Feminine Language Use
Verbal Messages
Masculine and Feminine Language Use
Feminine Speech
Rapport Talk: to create connections, establish goodwill, show support, and build community.
Masculine Speech
Report Talk: speech that focuses less on feelings and relationships and more on information, facts, knowledge, and competence.

10. Differences Between Women’s & Men’s
Verbal Messages
Differences Between Women’s & Men’s
Language Use
Women’s Style
Rapport
Expressive
Supportive
Tentative
Conversational initiation and maintenance
Men’s Style
Report
Instrumental
Advising
Certain
Conversational control

11. Meeting Gender-Related Language Challenges
Verbal Messages
Meeting Gender-Related Language Challenges
Be Aware of Different Styles
Switch Styles, When Appropriate
Combine Styles

12. Two Types of Sexual Harassment
Recognized by Law
Quid pro quo (“this for that”)
Hostile Work Environment

13. Avoiding Sexual Harassment Problems
Avoid language that could be considered offensive
Avoid actions that could lead to discomfort

14. Responding to Sexual Harassment
Consider Dismissing the Incident
Ask the Harasser to Stop
Keep a Diary
Write a Personal Letter to the Harasser
Ask a Friend to Intervene
Complain Through Channels
File a Legal Complaint

15. NONVERBAL COMMUNICATION
Sending and receiving messages in a variety of ways without the use of verbal codes (words).  It is both intentional and unintentional.

16. Nonverbal Communication
Characteristics of Nonverbal Communication
Nonverbal Behavior Always Has Communicative Value
Nonverbal Communication is Powerful
Nonverbal Behavior Is Ambiguous
Nonverbal Communication Primarily Expresses Attitudes
Much Nonverbal Behavior is Culture-Bound

17. Nonverbal Communication
Types of Nonverbal Communication
Paralanguage- the vocal, but nonverbal, dimension of speech.
Refers to the manner in which you say something rather than what you say

18. V. Paralanguage A. Rate B. Volume C. Pitch D. Rhythm
E. Tone/Inflection
F. Silence
G. Disfluencies

19. I need this job done right now.

20. Body Communication Kinesics- The study of body position and motion

21. Body orientation- the degree to which we face toward or away from someone with our body, feet, and head
Posture- the position of the body; alignment
Gestures-movements of hands and arms

22. A. Emblems = are a nonverbal substitute for the verbal message

23. B. Illustrators = visually demonstrate & accompany the verbal message
The fish
was this big

24. C. Affect Displays = any emotional response

25. D. Regulators = group of behaviors that encourage or discourage communication

26. E. Adaptors = satisfy some need

27. II. Facial Communication = The communication of emotions
Face Management Techniques
Intensifying = exaggerate expression
De-intensifying = to underplay an expression
Neutralizing = to hide any expression of feelings
Masking = to replace one expression with another

28. B. Facial Feedback Hypothesis = facial
B. Facial Feedback Hypothesis = facial expressions influence physical arousal

29. A. Functions of Eye Contact
III. Eye Communication
A. Functions of Eye Contact
seek feedback
regulate the flow of communication
3. signal the nature of the relationship

30. b. visual dominance
= aggressive stare

31. regulator B. Eye Avoidance
1. civil inattention = eye avoidance to maintain the privacy of others
2. signals a lack of interest
regulator

32. IV. Haptics A. Meanings of Touch 1. Positive emotions 2. Playfulness
Control
Ritualistic
5. Task-related

33. 1. high communication apprehension
B. Touch Avoidance
1. high communication apprehension
2. under self-disclosures
increased age
4. gender

34. Nonverbal Messages Space and Time

35. 1. Intimate: 0 - 18” 2. Personal: 18” - 4’
Proxemics- The study of the way humans use space
Edward T. Hall’s 4 Spatial Distances
1. Intimate:
0 - 18”
2. Personal:
18” - 4’

36. 3. Social:
4’ -12’
4. Public:
12-25’

37. B. Theories About Space
1. Protection Theory = you establish a body buffer zone around yourself as protection against unwanted touching or attack

38. Closeness Means Intimacy
2. Equilibrium Theory = intimacy and distance vary together
Closeness
Means
Intimacy

39. Distance
Means
Nonintimate

40. if violated it brings the relationship into a clearer focus
3. Expectancy Violations Theory = we have expectations for distance
if violated it brings the relationship into a clearer focus

41. II. Territoriality = possessive reaction to objects/area
A. Home Field Advantage
B. Markers
1. central = place items in the middle to show ownership

42. 2. boundary = separates your territory from another

43. 3. ear marker = identifying mark of property

44. III. Artifacts = messages conveyed by objects that were made by human hands
A. Space Decoration
B. Color Communication
C. Clothing & Body Adornment

45. Appearance It matters how you look. Look for examples Be flexible
Casual is not sloppy
Dress for the job you want

46. D. Scent (Olfactics) 1. Attraction 2. Taste 3. Memory
4. Identification

47. III. Temporal Communication
III. Temporal Communication Chronemics- The study of the way humans use time
A. Cultural Time

48. 1. formal time = manner in which culture defines time
2. informal time = loose use of time terms
"soon"

49. B. Monochronism & Polychronism
1. monochronic (M-time) = value punctuality, one event at a time
2. polychronic (P-time) =process is more important than the schedule
a. do not value punctuality
b. do many events at once

50. Psychological Time = emphasis on past, present, or future. 1
Psychological Time = emphasis on past, present, or future developed by your culture