Transcript Communication - KV Institute of Management and Information Studies

Nonverbal
1
UNIT 2
NON-VERBAL AND INTERCULTURAL COMMUNICATION
2.1 Importance of non-verbal communication
2.2 Personal appearance
2.3 Facial expressions
2.4 Movement
2.5 Posture
2.6 Gestures
2.7 Eye contact
2.8 voice
2.9 Beliefs and customs
2.10 Worldview and Attitude
Eyes
Face
Communication
Is the way we
interact
Body
Voices
Words
with fellow humans
Nonverbal Communication
Nonverbal communication includes all
unwritten and unspoken messages,
both intentional and unintentional.
Nonverbal Behaviour

Nonverbal communication is defined as the way in which
people communicate, intentionally or unintentionally,
without words.

Non-verbal cues include facial expressions, tones of voice,
gestures, body position and movement, the use of touch, and
eye gaze.
© 2007 Pearson Education Canada
Nonverbal Behaviour

The primary uses of Nonverbal behaviour are:




Expressing emotion
Conveying attitudes
Communicating personality traits
Facilitating verbal communication
© 2007 Pearson Education Canada
What is Nonverbal Communication?

“Messages expressed by nonlinguistic means.”
◦ Includes silent behaviors, environment, artifacts, and vocal
intonation
◦ Is a powerful mode of communication
Definition

“All communication other than that involving words and language”

“Bodily communication, other than words and language”
A person can stop
speaking, but he cannot
stop communicating
with his body
“We will try to persuade with our words, but if our words fail,
we will try to persuade with out acts.”
—Martin Luther King, Jr.
NON-VERBAL symbols
are four times more
effective
than VERBAL ones
Color Influences Communication
Yellow cheers
and
elevate moods
Red excite
and
stimulates
In some
cultures
black suggests
mourning
Blue comforts
and
soothes
In some
cultures
white suggests
purity
12
Nonverbal
Communication
Verbal
Communication

The words we use

Bodily actions and vocal
qualities that typically
accompany a verbal
message
13
What does this symbol mean to you?

In the United States it is a symbol for good job

In Germany the number one

In Japan the number five

In Ghana an insult

In Malaysia the thumb is used to point rather than
a finger
14
Types of Nonverbal Communication

Many of our nonverbal behaviors
employ kinesics, the use of body
motion to communicate
nonverbally
Types of Nonverbal Communication

Facial Expressions
◦ Most nonverbal experts believe that your face is the richest source of
nonverbal clues
What emotions do these facial expressions portray?
Types of Nonverbal Communication

Eye Contact
◦ We seem to use prolonged eye
contact to compensate for lack
of physical proximity
◦ Eye contact communicates
involvement and interest
Types of Nonverbal Communication

Gestures
◦ Gestures are defined as a
significant movement of the
body that expresses a message
to a receiver (Thomas 1991)
Types of Nonverbal Communication

Gestures
◦ Using Gestures to Regulate Interactions
 We use gestures to initiate, coordinate, and terminate communication
◦ Using Gestures to Adjust or Adapt
 We also use gestures called adaptors to adjust or adapt to our
environment
◦ Using Gestures to Illustrate
 Speaker’s gestures, or illustrators, are important communicative
tools that emphasize, accent, or clarify our verbal communication
Types of Nonverbal Communication

Proxemics
◦ The study of space is called
proxemics
 Personal Space
1. The intimate zone is the
closest space and extends
approximately 18 inches form
your body
2. The personal zone extends
from 18 inches to four feet
from your body
3. The social zone extends four
to eight feet from your body
4. The public zone extends
beyond eight feet from your
body
 Territoriality is the human
need to mark and defend space
Space / Proxemics
Personal Space
1.
Intimate distance
2.
Personal distance
3.
Social distance
4.
Public distance
1.
2.
3.
4.
You
are
here
Types of Nonverbal Communication

Touch
◦ Haptics is the use of touch to communicate nonverbally
Types of Nonverbal Communication

Vocalics
◦ Vocalics is the use of the
voice to communicate
nonverbally
 Probably the most
important aspect of vocalics
is voice quality
1. Rate is how fast you talk
2. Volume is the loudness
of your voice
3. Inflection is the vocal
emphasis you place on
words
Types of Nonverbal Communication

Odor
◦ Odors are sometimes forgotten
nonverbal cues, our sensory
environment is full of pleasant
and unpleasant smells that
communicate a variety of
messages
◦ Culture plays a big role in
what smells communicate
Types of Nonverbal Communication

Time
◦ Chronemics is the use of time
to communicate
 Time as an Indicator of
Money and Status
 Time is a strong indicator
of power and status in
our society
 Time as an Indicator of
Competence
 Cultural Views of Time
 Many cultures view time
as circular, in which
events happen
concurrently, called
polychromic
Types of Nonverbal Communication

Artifacts
◦ Artifacts is the use of objects to communicate nonverbally
Nonverbal can be…
•Perceived by sender or receiver, or
•Intended as a message by the sender, or
•Interpreted by the receiver as intended.
(Trenholm & Jensen, 2000)
Characteristics of Nonverbal Communication
Nonverbal Communication Exists
◦ You can interpret others’ feelings
◦ No formal training needed to do this
 Nonverbal Behavior Has Communicative Value
◦ You cannot not communicate (think about this)
◦ We aren’t always aware of what we are communicating nonverbally
◦ Not everyone can interpret nonverbal clues

Characteristics of Nonverbal Communication

Nonverbal communication assists with:
◦ Identity management
 the Presenting Self
 How we want others to view us
◦ Defining relationships
◦ Conveying emotions
◦ Difficult to convey ideas nonverbally
Verbal vs. Nonverbal

Nonverbal communication operates on multiple channels

Nonverbal communication is continuous and never ending

Nonverbal communication can be unconscious
Functions of Nonverbal
Accenting
◦ Pointing your finger at someone when making a point
 Regulating
◦ Taking turns speaking has a pattern that we understand when it is our
turn to talk, e.g. pauses, tone of voice
 Contradicting
◦ Mixed messages
◦ Nonverbal message is believed more than verbal message
 Deceiving
◦ Not all deception is self-serving or malicious – Face saving
◦ High self-monitors are usually better at deception
◦ People whose jobs require them to act differently than they feel are
better at it: actors, lawyers, diplomats, salespeople

Functions of Nonverbal
Repeating
◦ Emblems: deliberate nonverbal behaviors that have precise meanings
known to everyone within a culture group. “Wave” or “Nod”
 Substituting
◦ Emblems can replace a verbal message
 Complementing
◦ Nonverbal behavior matches verbal message Sincere apology
 Tone of voice and appropriate facial expression
◦ Illustrators
 Scratching head when trying to think of something

MODE OF NON VERBAL COMMUNICATION

Personal Appearance

Facial Expression

Movement

Voice

Posture

Gesture
1. Personal Appearance
The way a person appears (clothes, hair, articles worn or carried) or the display of the
human body and its apparel
May indicate occupation, culture, status, or group membership
 The objects a person chooses to have, carry, or wear may also
nonverbally communicate something about that person


A person's use of objects may give clues to internal state (emotions)
For example, clicking a pen might be from nervousness, or tapping
something loudly on a desk could be anger
What is a professional image?

“The set of qualities and characteristics that represent perceptions of your
competence and character as judged by your key constituents (i.e., clients,
superiors, subordinates, colleagues).” (Roberts, AMR, 2008)
Components of a professional image

The image you project in the world of work

Consists of:
◦ Personal Appearance
 Clothing
 Grooming
◦ Personal behavior
 Manners & Etiquette
 Communication effectiveness
Remember …
Judgments are made about people based on the professional image they display as a
result of appearance and behavior.
This occurs before the individual’s
level of competence or performance
is determined.
An impactful first impression
Think of someone who made a great first impression on you…
What did they do…what did they say…how did they look…what was it that
make that made that great first impression on you…
Making your first impression
Being aware of yourself and your surroundings, and having a GOOD professional
image is key…
…because you NEVER get a second chance to make a first impression!!!!
Projecting a professional image matters
Affects:
◦ Self-confidence
◦ Interaction with peers
◦ Customers
◦ Supervisors
◦ Ultimate success in your career mobility
Attributes of a professional image
Four main attributes:
◦ Appropriate professional appearance
◦ Use of correct manners and etiquette
◦ Appropriate personal behavior
◦ Effective communications
Appropriate professional appearance

Consists of professional dress and grooming

Can enhance your authority, promote respect, aid in promotion, promote your
advancement opportunities

Involves selecting appropriate clothing

Let’s see some examples…
Men’s
Business Professional
Men’s
Business Causal
Women’s Business Professional
Women’s Business Casual
Professional personal behavior





Respecting the organization and its rules
Being a loyal employee
Conducting yourself and business in an ethical manner
Assuming responsibility
Valuing diversity
Manners and etiquette
Making introductions and appropriate greetings
 Being able to initiate and maintain conversations
 Respecting and valuing the differences of others


Knowing appropriate dining rules and protocol

Extending courteous behavior to others

Knowing how to behave in difficult situations
2. Facial Expressions
Human Face

Face – Organ of Emotion

Face – Offers Powerful Clues

Face – Reveals Important Truths

Face – Provides Clues to Feelings

Face – Shows Age, Humor, Likes, Dislikes

Face – Shows Attention or Lack of Attention With Eye Contact

Face – Most Important Human Art Object

Sadness/Grief

Happiness/Joy

Fear/Anxiety

Embarrassment/Surprise

Anger/Frustration

Nervousness

Laughter

Loneliness

Winning/Losing

Pain

Shame
Ekman and Friesen (1976) faces
Happiness
Fear
Surprise
Sadness
Disgust
Anger
Facial Expressions
•
We can produce more than 1,000 different facial expressions.
•
Facial expressions allow non-speakers to contribute to conversations.
•
Lack of eye contact may be seen as rudeness, nervousness, or
dishonesty.
•
Eye contact norms are culturally determined.
•
Eye contact influences interaction.
Which Baby is Which? Anger, Disgust, Fear, Interest, Joy, Surprise, Sadness
Joy
Anger
Disgust
Surprise Sadness
Which Baby is Which?
Anger, Disgust, Fear, Interest,
Joy, Surprise, Sadness
Interest
Fear
Nonverbal Behaviour
Facial Expressions of Emotions

Facial expressions are the most significant channel of
nonverbal communication.

Charles Darwin believed that the primary emotions conveyed
by the face are universal:

All humans encode emotions in the same way.

All humans can decode emotions with equal accuracy.
© 2007 Pearson Education Canada
Nonverbal Behaviour
Facial Expressions of Emotions

Encode: to express or emit nonverbal behaviour, such as
smiling or patting someone on the back

Decode: to interpret the meaning of the nonverbal
behaviour other people express, such as deciding that a
pat on the back is an expression of condescension and not
kindness.
© 2007 Pearson Education Canada
Nonverbal Behaviour
Facial Expressions of Emotions

Researchers have theorized that facial expressions are
universal for certain emotions:

Anger, happiness, surprise, fear, disgust, sadness,
contempt, embarrassment, heroism,
humor/amusement, love, peace, and wonder.
© 2007 Pearson Education Canada
Nonverbal Behaviour
Facial Expressions of Emotions


Facial expressions may sometimes be hard to interpret accurately
because:

People may try to appear less emotional than they are.

People may display blends of multiple affects simultaneously.
Affect Blend is a facial expression in which one part of the face is
registering one emotion and another part of the face is registering
a different emotion.
© 2007 Pearson Education Canada
3. Gesture

A gesture is a form of non-verbal communication made with a part of the
body, used instead of or in combination with verbal communication. The
language of gesture is rich in ways for individuals to express a variety of
feelings and thoughts, from contempt and hostility to approval and
affection.
Gestures

Gestures and body language communicate as
effectively as words- maybe even more
effectively. We use gestures daily, almost
instinctively, from beckoning to a waiter, or
punctuating a business presentation with visual
signals to airport ground attendants guiding an
airline pilot into the jetway or a parent using a
whole dictionary of gestures to teach (or preach
to) a child.


As the global village continues to shrink and cultures collide, it is essential for all
of us to become more sensitive, more aware, and more observant to the myriad
motions, gestures, and body language that surround us each day. And as many of us
cross over cultural borders, it would be fitting for us to respect, learn, and
understand more about the effective, yet powerful "silent language" of gestures.
Gesture

The most famous type of gestures are
the so-called emblems or quotable
gestures . These are culture specific
gestures that can be used as replacement
for words. Communities have repertoires
of such gestures.
Types of gestures

Hand gesture

Body Gesture

Head / face gesture
- Facial Expressions
-Eye- Rolling
-Nodding
-Head Bobble
-Head Shaking
-Bent Head
-Pointing By Chin
-Pointing By Lips
-Greeting By Nod
-Thumb The Nose
Types of gestures in terms of message about or from self

Positive gesture

Negative gesture

Signs of nervousness

Aggressive gesture

Rude gesture

Self- importance

Lateral gesture
A FEW GESTURES
AND
THEIR MEANINGS
A hand over the mouth whilst talking indicates deceit. A desire to try and stop the
words coming out of the mouth. It can be a quick touch to the mouth, or a sustained
rubbing across the mouth.
Move the hand away from the mouth, lower down the face, under the chin, and this
would be positive evaluation.
The finger across the top of the lip can be seen with
the hand in many positions around the face.
They all indicate critical analysis.
Shall I? Shan't I? Will he? Won't he?
Stroking of the beard. Normally
seen on men! Seriously, irrespective
of the beard, the gesture is an
evaluation signal. Generally a
positive evaluation. It's a time for
thought process.
Women generally stroke the bottom
of the chin with a thumb and
forefinger.
People, who are long sighted and need their glasses for
reading, will hold their glasses like a baton if they are in the
habit of putting them on to read, and taking them off to look
at you.
Sucking the stem of the glasses is an evaluation gesture,
rather than ‘stroking the beard.’ It is generally a positive
evaluation of your ideas, suggestions, information or
requests.
Many people misunderstand folded arms. She may feel comfortable with her
arms folded. She may be cold.
Considering the rules, if you've just said something she dislikes, or disagrees
with, and she sits back, folds her arms and puts her chin down, you have a very
negative signal, even if she is smiling.
4. Movement

Movement naturally catches a person’s eyes, like for instance when you are
focused watching a settled object and all of a sudden in the corner of your
eye you see something move, your attention will rapidly turn to focus all
attention to that object that moved.
Let’s Examine How Body Communicates, from head to toes
77
Importance of body language / movement

Mind the body - talk

Be careful with the handshakes.

Communicate at the level of the
person before you.

We must be ourselves.

Improve the atmosphere at the
workplace.
SHAKING HANDS
WET FISH from a man this normally means an introvert, or a weak character,
someone who is easily persuaded and likes to fit in.
THE BONE CRUSHER handshake is used by macho dominant men. It's a
show of strength and dominant character to the extreme.
Often a case of, "Don't mess with me, I'm a hard man."
A NEUTRAL handshake should use the same pressure to hold say a hammer,
a bat or a racquet. The hand should be 'neutral' neither palm up nor palm
down.
A palm up handshake indicates subservience.
A palm down handshake indicates control.
A sequence of handshakes indicating degrees of warmth and passion.
The double handshake shows great warmth and passion. You would only do this with
close friends, and people with whom you have deep sincere gratitude.
Anyone who gives you a handshake with two hands, when first meeting you, is
likely to be insincere and overwhelming, or even deceitful.
The last picture with the hand on the shoulder, could also end with the arm over
the shoulder-it indicates further warmth and feeling.
The scratch to the back of the neck indicates either the neck itches or
uncertainty or even lying.
Hand clasping at a desk or in a chair on its own
may indicate nervousness, insecurity or anxiety.
Loosely clasped would be more like anticipation and the more tightly clasped they
are, the more the anxiety.
Clasped hands in front of the body are a barrier
signal, seeking reassurance.
If the thumbs were steepled it would be a
confidence gesture.
Men, when evaluating and responding to
women's ideas will often go into this position.
The reply may even start with the arrogant
little cough.
The most supreme will be when the chair is
Sat back with an arm over the chair will indicate lethargy. They
maybe don't want to be there, and aren't giving you much
attention.
Leg cocked over the chair will indicate indifference.
The attention they are giving you is minimal.
5. voice

voice is a human sound that is used to transmit oral language from sender
to receiver.
voice classification system consist of :
•voice set
• voice quality
• vocalization
Guidelines for effective use of voice

pitch variation

speaking speed

pause

volume variation

Non – fluencies
6. Eye contact

The study of eye contact is sometimes known as oculesics.

Although eye contact and facial expressions are often linked together, the
eyes could transmit a message of their own.

Eye contact is a type of nonverbal communication that is strongly
influenced by social behavior. In the western civilizations, eye contact is
most often defined as a sign of confidence. Eye contact is not consistent
amongst different religions, cultures and social backgrounds.

Eye contact can indicate how interested a person is in the communication
taking place. It could also suggest trust and truthfulness. Often, then people
are being untruthful, they tend to look away and resist eye contact. Gaze
Important aspects of gaze:

Looking while talking: This establishes a rapport with the person listening.

Looking while listening: This reciprocates the rapport established. This
aspect is often used during emotional connections such as flirting.

Frequency of glance: This indicated involvement and how invested one is
to the conversation.

Patterns of fixation: This provides evidence as to where the attention lies.

Pupil Dilation: This could often provide proof of interest and boredom.
7. Posture

Posture refers to the carriage, state, and attitude of body or mind. Body
posture is the bearing or the position of the speaker’s body.

A persons general posture, even without specific gestures, communicates,
meaning.
POSTURE
• The way one stands, sits or walks
• Movement of the body, position of
hands/legs & other parts
• Measure of personality, success of
communication
• Vary according to situations
Different forms of posture
Different forms of posture
Posture
POSTURE

The body position of an individual conveys a variety of messages.

For example:
superior usually take a more relaxed posture than their subordinates.
Posture is also a way to demonstrate interest in another person
POSTURE
•
•
•
•
•
•
•
Slumped Posture-Low Spirits
Erect Posture-High Spirits, energy and confidence
Lean Forward- Open and Interested
Lean Away- Defensive or Disinterested
Crossed Arms- Defensive
Uncrossed Arms-Willingness to Listen
Correct Posture-Move the legs freely, don't drag or shuffle them, walk in a
straight line
BELIEFS AND CUSTOMS
What are values?

Values are the basis for our behavior and motivation. Values are abstract,
hierarchical and dynamic concepts that essentially describe what we desire
or seek to achieve. We may hold values such as “loyalty”, “truthfulness”,
“charity”, “service” and many others.
What is a value?





Qualities, characteristics, or ideas about which we feel strongly.
Our values affect our decisions, goals and behavior.
A belief or feeling that someone or something is worthwhile.
Values define what is of worth, what is beneficial, and what is harmful
Values are standards to guide your action, judgments, and attitudes.
values/ beliefs

values/ beliefs vary among individuals and groups; hence it is almost
impossible to define them.
We are not born with such values / beliefs / customs, they are either
inculcated into us by our parents/ teachers
Examples of discomfort when peoples individual values are breached:

Changing the subject – when someone’s values/beliefs are breached- try to
change the subject.

Drop in the frequency of eye contact

Remaining very silent for long periods of time during conversations.
Direction: Values – Goals – Behavior – Self-value

Values give direction and consistency to behavior.

Values help you know what to and not to make time for.

Values establish a relationship between you and the world.

Values set the direction for one’s life.
Your age will greatly influence your values. Different people and things
influence you at different ages:

Ages 1-7 --- parents

Ages 8-13 --- teachers, heroes (sports, rocks, TV)

Ages 14-20 --- peers (values because of peers or peers because of values?)

Ages 21+ your values are established, but you may test your values from
time to time.
Value based – respond

Touch

Time

Silence

Eye contact
BELIEFS
Assumptions and convictions that are
held to be true, by an individual or a group,
regarding concepts, events, people, and
things.
Five Main Reasons You Believe
The big 5 are:
Evidence
 Tradition
 Authority
 Association
 Revelation

CUSTOMS
A practice followed by people of a
particular group or region. A habitual
practice of a person.
Indians – perform various custom till their death.
Some of them are as follows
 Naming new born baby - After the birth of a child, a ceremony for
naming the child takes place.


Namaskar/Namaste
The most popular form of greeting, especially the elders, is to
say Namaste with the hands joined at the chest level.

Marriage ceremony
-This function will take place for more than 2 days.

Death Ceremony
After a person passes away, the cremation is done according
to certain rituals.
What is culture?

The customs, traditions, beliefs
and values that a group of people
share.

It includes language, what they
do, eat, make, believe and how
they dress.

Groups that share these traits are
called a cultural group.
Culture

Comprises the shared values,
understandings, assumptions, and
goals that are learned from earlier
generations, imposed by present
members of a society, and passed
on to succeeding generations.
Culture Defined
Culture is an integrated
system of learned
behavior patterns that are
characteristic of the
members of any given
society.
117
Characteristics of Culture

Culture is learned, shared, and transmitted from one generation to the next.

Culture can be passed from parents to children, by social organizations,
special interest groups, the government, schools, and churches.

Culture is multidimensional, consisting of a number of common elements that
are interdependent.
118
Acculturation
Acculturation is the
process of adjusting and
adapting to a specific
culture other than one’s
own. It is one of the keys
to success in international
operations.
119
HIGH- VERSUS LOW-CONTEXT
CULTURES
High-context culture
Low-context culture

Context is at least as important as
what is actually said

Most of the information is contained
explicitly in words

What is not being said can carry
more meaning than what is said

What is said is more important that
what is not said

Focuses on group development

Focuses on individual development

Japan and Saudi Arabia are examples

The U.S. is an example
120
Elements of Culture
Language (verbal
and nonverbal)
Religion
Values and
Attitudes
Manners and
Customs
Material Elements
Social Institutions
Education
Aesthetics
121
Worldview and attitude of
Non – verbal communication
Non – verbal communication in Argentina

A handshake and nod show
respect when greeting someone.

They stand close to each other
when speaking. Do not back
away.

the O.K and “thumbs up
”gestures are considered vulgar.
Cambodia

They sits with their legs straight
down and not crossed. Crossing
their legs shows that they are an
impolite person.

The head is believed to contain
the person soul therefore it is a
taboo to touch or point at the
head.

It is not polite to have eye
contact with someone who is
older or someone who is
considered a superior.
China

Chinese don’t point with the
index finger but with an open
hand.

using both hands when offering
something to a visitor or another
person is considered being
respectful.

Many Chinese consider winking
to be rude.
India

Men may shake hands with other
men and women shake hands
with other women. There is
seldom handshake between men
and women.

Pointing a finger at someone
would be considered rude.

when Indian answers, “I will try
”he or she generally means “no”.
This considered polite “no”
Thank u