Nonverbal Communication in the Workplace: Understanding and Interpreting Nonverbal Behaviors

1. Chapter 4: Nonverbal Communication

3. Definition • Nonverbal communication is all types of communication that do not involve the exchange of words • Facial expression, clothes, walk, body posture, skin color, hair style, touch, distance, time management, body language...

4. Nonverbal Communication in the Workplace What do the nonverbal behaviors in each of these pictures indicate about the situation? How can you know what might be occurring when there are not any words being spoken?

5. The Significance of Nonverbal Communication • It conveys meaning • Anywhere from 65-93% of the meaning of a message lies in the nonverbal aspect • It reflects the unspoken • Nonverbal behaviors can “leak” true feelings

6. Proxemics – the study of the use of space to communicate • Personal space • Intimate – 0 to 18 inches • Personal – 18 inches to 4 feet • Social – 4 to 12 feet • Public – 12 feet and beyond • Semi-fixed space • How movable objects are arranged in a space • An object’s size, type, expense, etc can all send messages

7. Proxemics:Teritories and Zones

8. Proxemics How might seating arrangements play a part in each of these pictures? What can you tell about each of these situations and the people from the nonverbal messages?

9. Kinesics – the study of body movement • Gesture • Posture reveals: • Relationships and status • Emotional state • Facial expression characterized by: • Culture, gender, and age

10. Kinesics What might kinesics reveal about this picture?

11. Oculesics – the study of eye behavior Eye movement • Influenced by culture, gender, and age • Conveys interest • Regulates conversation • Establishes credibility • Americans typically prefer “soft” eye contact • Asian cultures typically prefer very little eye contact

12. Haptics – the study of touch as used to communicate • What are the touch norms at our university? • How do you express emotions through touch? • Hug, pat on the back, slap on the face

13. How is touch used in a business and professional context?

14. Vocalics – the study of the use of the voice to convey meaning • Regulates conversation • Vocal cues • Turn taking • Helps interpret oral communication • Volume • Pitch • Rate

15. Chronemics – the study of time usage in communication • How we regulate interactions • How we treat others – “wait time” • How we prioritize

16. Objectics – the study of how objects influence communication What might clothes communicate about these people?

17. Nonverbal Communication in the Workplace Remember: Actions sell louder than words!

18. Nonverbal Communication in Business • Important nonverbal behaviors in business context: • Shaking hands • Eye contact and smiling • Removing desks and tables as barriers • Using the voice effectively • Matching time orientations • Nodding your head • Avoiding nervous gestures • Stop talking and listen • Pacing toward “low and slow”

19. Guidelines for Effective Nonverbal Communication You cannot read people “like a book” Consider your nonverbal messages Recognize the impact status and power have Observe nonverbal messages in clusters Be cautious when generalizing the meaning of nonverbal cues

20. Palm Gestures

21. Palm Gestures

22. Palm Gestures

34. Hand and Arm Gestures

38. Hands-to-Face Gestures

40. Hands-to-Face Gestures

44. Language and Technology Receivers can’t observe important elements Tone of voice Facial expression Body posture New language has emerged with email, IMs