Transcript Chapter 5
Communicating in Professional Contexts Skills, Ethics, and Technologies 2ed Chapter Five: The Power of Verbal and Nonverbal Communication in the Workplace H.L. Goodall & Sandra Goodall Ch5: Verbal and Nonverbal Communication in the Workplace Communication of Self in the Workplace Copyright © 2006 Wadsworth 2 Ch5: Verbal and Nonverbal Communication in the Workplace Communication of Self in the Workplace Copyright © 2006 Wadsworth 3 Ch5: Verbal and Nonverbal Communication in the Workplace Communication of Self in the Workplace Copyright © 2006 Wadsworth 4 Ch5: Verbal and Nonverbal Communication in the Workplace Developing Awareness in the Workplace Pay Closer Attention to… Word Choice Behaviors Style of Dress Monitoring Copyright © 2006 Wadsworth Microsoft Image Appearance 5 Ch5: Verbal and Nonverbal Communication in the Workplace Monitoring Our Assumptions about Communication Most Operate Mindlessly Accept Our Assumptions about Verbal and Nonverbal Meanings are Correct Leads to Unfairness and Inequity in the Workplace Copyright © 2006 Wadsworth 6 Ch5: Verbal and Nonverbal Communication in the Workplace The Principle of Workplace Equity People Work for Rewards People Seek Empowerment People Become Stressed When People Experiencing Stress Will Try to Restore Equity Copyright © 2006 Wadsworth Microsoft Image Perceive Unfair Treatment 7 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Clarity and Ambiguity Clarify Received Messages to Avoid Misunderstandings Avoid Abstraction Watch Use of Jargon Avoid Use of Inflammatory Language Avoid Cultural and Gender Biases in Speech Copyright © 2006 Wadsworth 8 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Upward Communication Balance... Politeness and Task Orientation Friendliness and Respect for Authority Self-Interest and Company Needs Ask for Feedback on Tasks Avoid Sexist, Racist, or Classist Remarks Copyright © 2006 Wadsworth 9 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Downward Communication Listen Openly to Employee’s Communication Respond Honestly to Inquiries and Requests Provide Feedback on Tasks Avoid Sexist, Racist, or Classist Remarks Balance Respect with Task Orientation Copyright © 2006 Wadsworth 10 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Inclusive and Exclusive Language Inclusive Message Strategies are Democratic Copyright © 2006 Wadsworth Microsoft Image Exclusive Message Strategies are Autocratic 11 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Confirming and Disconfirming Messages Confirming Responses Support and Enhance Identities Copyright © 2006 Wadsworth 12 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Confirming and Disconfirming Messages Confirming Responses Support and Enhance Identities Disconfirming Messages Deny or Harm our Identities Copyright © 2006 Wadsworth 13 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Supportive versus Nonsupportive Messages Supportive Messages Communicate Concern and Respect for Others Copyright © 2006 Wadsworth 14 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Supportive versus Nonsupportive Messages Supportive Messages Communicate Concern and Respect for Others Nonsupportive Messages Communicate Disrespect of Others Copyright © 2006 Wadsworth 15 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Enhancing Personal & Professional Credibility Become Informed and Knowledgeable Behave in a Trustworthy Manner Be Open, Honest, and Authentic Copyright © 2006 Wadsworth Microsoft Image Demonstrate Ability to Be a Friend 16 Ch5: Verbal and Nonverbal Communication in the Workplace Making Conscious Choices about Verbal Communication Enhancing Personal & Professional Credibility Do What You Say You Will Do Graciously Accept Criticism and Corrective Feedback Accept Personal Responsibility for Your Own Actions Copyright © 2006 Wadsworth 17 Ch5: Verbal and Nonverbal Communication in the Workplace Verbal Communication and Perceptions of Power Gendered Talk Women Talk to Build Rapport, Men to Make Reports Women’s Style More Expressive Women’s Style More Tentative, Men More Certain Women Use Talk to Create and Maintain Relationships, Men to Gain Control Copyright © 2006 Wadsworth 18 Ch5: Verbal and Nonverbal Communication in the Workplace Nonverbal Communication and Perceptions of Meaning Microsoft Image Your Workspace Keep it Neat, Clean, and Free of Clutter Decorate with Diplomas, Awards Discourage Display of Personal Items No Displays of Suggestive Sexual Content Copyright © 2006 Wadsworth 19 Ch5: Verbal and Nonverbal Communication in the Workplace Nonverbal Communication and Perceptions of Meaning Clothing and Personal Appearance First Impressions Based on Stereotypes Our Culture Values and Rewards the Tall, Physically Fit, Appropriately Dressed, Well Groomed, and Physically Attractive Copyright © 2006 Wadsworth 20 Ch5: Verbal and Nonverbal Communication in the Workplace Nonverbal Communication and Perceptions of Meaning Voice - Paralanguage Pitch Volume Tempo Articulation Intensity Rhythm Range Pauses Resonance Dysfluencies Copyright © 2006 Wadsworth 21 Ch5: Verbal and Nonverbal Communication in the Workplace Nonverbal Communication and Perceptions of Meaning Kinesics and Oculesics - Display Rules Simulation Intensification Neutralization Masking Copyright © 2006 Wadsworth Microsoft Image Deintensification 22 Ch5: Verbal and Nonverbal Communication in the Workplace Nonverbal Communication and Perceptions of Meaning Functions of Eye Contact Monitors Interaction Signals Cognitive Activity Microsoft Image Regulates Interaction Expresses Involvement Copyright © 2006 Wadsworth 23 Ch5: Verbal and Nonverbal Communication in the Workplace Nonverbal Communication and Perceptions of Meaning Functions of Eye Contact Reveals Flirtation Reveals Attentiveness Microsoft Image Reveals Intimidation Displays Immediacy Copyright © 2006 Wadsworth 24 Ch5: Verbal and Nonverbal Communication in the Workplace Nonverbal Communication and Perceptions of Meaning Personal Space Territoriality Personal Space Intimate Microsoft Image Crowding and Density Personal Social Public Copyright © 2006 Wadsworth 25 Ch5: Verbal and Nonverbal Communication in the Workplace Touching Functional/Professional Microsoft Image Nonverbal Communication and Perceptions of Meaning Social/Polite Friendship/Warmth Love/Intimacy Sexually Arousing Copyright © 2006 Wadsworth 26 Ch5: Verbal and Nonverbal Communication in the Workplace Harassment and Communication in the Workplace Sexual Harassment Quid Pro Quo Microsoft Image Hostile Work Environment Copyright © 2006 Wadsworth 27 Ch5: Verbal and Nonverbal Communication in the Workplace Harassment and Communication in the Workplace How Can Harassment be Avoided? Carefully Monitor Own Verbal and Nonverbal Behavior Be Courteous and Polite Take Others’ Feelings into Consideration Do Not Engage in Sexual Commentary Don’t Bring Sexually Explicit Material to Work Copyright © 2006 Wadsworth 28 Ch5: Verbal and Nonverbal Communication in the Workplace Harassment and Communication in the Workplace What You Should Do if You are a Victim Confront Harasser and Ask that Behavior Stop Keep a Diary and Note Offensive Acts Complain Within Channels File Legal Complaint with EEOC Copyright © 2006 Wadsworth 29 Communicating in Professional Contexts Skills, Ethics, and Technologies 2ed H.L. Goodall & Sandra Goodall