Transcript Chapter 5 - HCC Learning Web

Chapter 5
Nonverbal Communication
Communicating for Results, 10th edition
Whip Around
• What is the first thing you notice on a person when
meeting them for the first time?
• Be prepared to share aloud.
Communicating for Results, 10th edition
Chapter 5 Objectives
• Discuss the term nonverbal communication and
explain how it differs in each of three levels
• List the major types of nonverbal communication in
the workplace
• Describe the role nonverbal symbols and culture
shock play in international business transactions
• Identify how to improve your nonverbal skills
Communicating for Results, 10th edition
Activity
• Let’s get creepy.
• Observe people for 5 minutes and list the nonverbal
behaviors you witness.
• You may work with a partner.
• Be prepared to share aloud.
Communicating for Results, 10th edition
Nonverbal Communication
• The success of communication in an organization
often depends on how well managers, employees,
and teams can read these silent nonverbal messages
• The nonverbal code is responsible for more than half
of the meaning of sender’s total message and when
conflicting language, paralanguage, and nonverbal
codes send conflicting messages, people tend to pay
even more attention to nonverbal code
Communicating for Results, 10th edition
Nonverbal Communication
• Maintaining interpersonal relationships
• There is reciprocal quality to nonverbal
communication
• Improves likelihood others will comply with our
requests
Communicating for Results, 10th edition
Nonverbal Communication:
Definition, Culture, and Principles
• Nonverbal communication
– All intentional and unintentional messages that
are not written, spoken, or sounded
• This definition omits paralanguage
• Must know sender’s frame of reference and cultural
background, as well as specific situation
Communicating for Results, 10th edition
Nonverbal Communication:
Definition, Culture, and Principles
• Way to enrich understanding of culture and
nonverbal behaviors is to view through several
dimensions
– Individualistic - collectivistic
– Low-context – high-context
– Monochronic – polychronic
• Technical-formal-informal
Communicating for Results, 10th edition
Technical Level
• Rules for cultural and nonverbal behaviors openly
known and easily stated
– Rules, as well as reasons for rules, deliberately
taught
– When technical rule or behavior broken
unintentionally, little emotion involved
• Mistake pointed out and correction made
Communicating for Results, 10th edition
Formal Level
• Rules for behavior clearly stated, but reasons for
rules are not
– Simply accepted without question
– People who question rules not viewed as team
players
– Many formal rules allow for wide range of
variation before rule is considered to be violated
– Formal rules based on tradition change slowly,
but they do change
Communicating for Results, 10th edition
Informal Level
• Neither rules for behavior nor reason for rules are
taught
– Unconsciously learned by imitation
– Once behaviors learned, usually become
automatic and taken for granted
– When someone breaks one of these unstated
rules, may become uncomfortable and withdraw
from situation
Communicating for Results, 10th edition
Informal Level
• Many different cultures and subcultures in the
United States
– Dangerous to make assumptions about nonverbal
meanings
• What is a formal rule in one culture may be
technical or informal rule in another
• The majority of our business-related behaviors
governed by informal-level rules
Communicating for Results, 10th edition
Facial Expressions and Eye
Contact
• Kinesics
– Although basic facial expressions are fairly
universal, subtle and spontaneous expressions we
encounter at work are more difficult to interpret
and differ across cultures
• Eyes are most expressive part of face and have
considerable effect on communication
Communicating for Results, 10th edition
Facial Expressions and Eye
Contact
• In U.S. culture, eye contact performs several
functions:
– Shows interest and attentiveness
– Signals wish to participate
– Controls and persuades others
Communicating for Results, 10th edition
Eye Contact and Other Cultures
• Be careful about assigning your culture’s meanings
for eye behavior to all people
Communicating for Results, 10th edition
Body Movements, Posture, and
Gestures
• Also known as kinesics
– Even more closely tied to culture than facial
expressions and eye contact
• Misleading to isolate single body movement
and give it universal meaning
– Others may attribute specific meanings to your
movements and gestures regardless of your
intentions
Communicating for Results, 10th edition
Body Movements, Posture, and
Gestures Categories
– Emblems
• Intentional body movements and gestures that
carry exact verbal meaning
– Illustrators
• Intentional movements or gestures that add to
or clarify verbal meaning
– Regulators
• Control flow of conversation
– Adaptors
• Habitual gestures and movements we use in
times of discomfort
Communicating for Results, 10th edition
Touch
• Haptics
– People from different cultures use touch
differently
– Most greeting require some form of touching
Communicating for Results, 10th edition
Clothing and Personal Appearance
• Often referred to as objectives
– People use clothing and appearance to determine
status, credibility, and persuasiveness
Communicating for Results, 10th edition
Clothing and Personal Appearance
• Public’s perception of organization depends in part
on appearance and dress of personnel
– Many companies require uniforms or have dress
code
• Business casual
• Casual confusion syndrome
Communicating for Results, 10th edition
Clothing and Personal Appearance
• If uncertain about what clothing is appropriate, take lead
from what managers are wearing
– Pointers
• Basic business colors are navy, gray, and neutrals
• Color shows status
• Sport coats or jackets for men and women and a
tie for men continue to be important
• Color and style equally important for job
interviews
• Don’t overlook importance of professional
demeanor
Communicating for Results, 10th edition
Who would you advance?
Distance and Personal Space
• Proxemics
– Differ from culture to culture
• Many people unaware of their personal
distance requirements
– Collectivistic cultures need less space
– Individualistic cultures want more space
Communicating for Results, 10th edition
Distance and Personal Space
• Most Americans reserve intimate distance for
private use
• Personal distance used by close friends or colleagues
• Most business transactions conducted within social
distance
• Public distance is maintained between speaker and
large group of listeners
Communicating for Results, 10th edition
Distance and Personal Space
• Be aware of nonverbal reactions that signal
discomfort
• Distance and personal space important in selecting
seating arrangements
Communicating for Results, 10th edition
Physical Environment
• Related to proxemics
– Reveal characteristics of owner of territory
– Also affect how people communicate
– Environment produces emotional response
• Approach or avoidance behaviors
Communicating for Results, 10th edition
Physical Environment
• Color
– Casinos
• Lighting and room size
• Odor
– http://www.youtube.com/watch?v=uLTIowBF0kE
– http://www.youtube.com/watch?v=6x3_9ncpJl8
• Noise level, heat, ventilation, lack of windows, and
furniture arrangement are other environmental
factors
Communicating for Results, 10th edition
28
Time
• Chronemics
– American reactions to time occur at all three
levels, business life generally regulated on
informal level
– Cultural and regional differences add some
confusion to nonverbal aspect of time
Communicating for Results, 10th edition
Status Symbols
• Clothes are nonverbal status symbol
– Dark colors signify higher status
– Tie is important denominator of social status
– People more likely to take orders from and follow
people who are dressed in high-status clothing
– Overdressing can lead to failure
Communicating for Results, 10th edition
Status Symbols
• Important status symbols are location and size of
person’s office
– Corner offices carry more status
– Offices that are out of traffic mainstream confer
more power
– Power diminishes with distance
– Interior arrangement conveys authority
– Other office amenities that lend status are solidwood furniture, green plants, and quality artwork
Communicating for Results, 10th edition
Status Symbols
• Time
• Male executive can indicate he is more powerful
than female or even other male executives by
putting arm around them or always opening doors
– One way to counteract is to use similar gestures
yourself
Communicating for Results, 10th edition
Status Symbols
• Signs of power
– Expansive, confident movements
– Tall, upright standing posture
– Relaxed, affable, familiar behavior
– Ability to turn one’s back on another to get an
object
– Comfortable, relaxed, seated positions
Communicating for Results, 10th edition
Status Symbols
• Signs of weakness
– Small, controlled movements
– Any form of bowing or bowed posture
– Tenseness, vigilance
– Hesitantly standing or sitting forward attentively
– Playing with an object or nervous shaking of foot
or leg
Communicating for Results, 10th edition
Practice these Status Symbols
–
–
–
–
–
–
–
–
–
–
–
Be pleasant, but smile less often
Lower pitch of your voice, speak with firmness
Use steady, relaxed, frequent eye contact
Keep head straight and still
Maintain relaxed yet tall and strong stance
Occasionally turn your back on others when reaching
for an item
Use strong, definite movements
Try using steepling gesture
Initiate brief firm handshakes
Videotape yourself using these behaviors
Create mental picture of yourself as a powerful
person
Communicating for Results, 10th edition
Nonverbal Messages and
International Business
• People of other countries and cultures have different
nonverbal symbols and meanings for each level
culture, especially informal level
– Informal rule in United States may be formal or
technical rule in another nation
Communicating for Results, 10th edition
Mistakes and Culture Shock
– Companies seldom give their representative
much training in language and customs of the
country they will visit
• Assume employees will cope
– Visiting employees assume people in foreign
country will behave the same as Americans
Communicating for Results, 10th edition
Mistakes and Culture Shock
• Culture shock or confusion
– Visitors may negatively stereotype people of host
country and withdraw from personal contact
Communicating for Results, 10th edition
Minimize Culture Shock
–
–
–
–
–
–
–
–
Learn language as much as possible
Ask for cross-cultural training
Keep sense of humor
Get plenty of rest
Listen with open mind
Ask for a family sponsor or corporate mentor
Keep positive attitude
Realize just because things are done differently
doesn’t mean they are wrong
Communicating for Results, 10th edition
Improving Nonverbal Skills
• Pay attention to expectancy violation theory
• Learn to use immediacy behaviors
• Work to adopt more effective nonverbal habits
Communicating for Results, 10th edition
Expectancy Violations Theory
• When our expectations are met, we judge person
favorably
• If expectations not met, we judge person
unfavorably
• https://www.youtube.com/watch?v=NGVSIkEi3mM
&feature=related (Seinfield)
Communicating for Results, 10th edition
Immediacy Behaviors
• Immediacy behaviors include the following:
– Verbal behaviors
– Vocal behaviors
– Visual behaviors
Communicating for Results, 10th edition
Immediacy Behaviors
–
–
–
–
–
–
Touching
Smiling
Standing closer to people
Using names
Open body posture
Clothing
Communicating for Results, 10th edition
Creating Effective Habits
• You can improve your nonverbal communication by
adapting more effective habits:
– Develop awareness of nonverbal differences
– Do not judge others according to your own
nonverbal meanings
– Do not assign nonverbal meanings out of context
– Observe your nonverbal behavior on videotape or
ask others for feedback
– Role-play using hypothetical situations
Communicating for Results, 10th edition