Communicating for
Results
9e
5
Key Ideas
Nonverbal
Communication in the
Organization
•Defining nonverbal
communication
•Types of nonverbal
communication
•Role of nonverbal symbols
•Improving nonverbal skills
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1
Consider this …
Aspects of nonverbal communication
make it possible . . . For receivers to be
mistaken in interpreting a message,
especially if the receiver perceives that
message as having been sent on purpose.
A shrug meant to convey “I don’t know”
may have been interpreted as “I don’t
care.”
Hickson, Stacks, & Moore, Nonverbal Communication, Roxbury, 2004, p. 15
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2
Non-Verbal Misunderstanding
Hook ‘em Horns Case Study
 Read or describe the case study
 Answer the following questions:
Who was most responsible for the misunderstanding?
Which type of gesture best describes the hook ‘em horns
sign?
How important a role a misunderstanding over a gesture
such as this one would play in international affairs.
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Nonverbal Defined
…all intentional and unintentional
messages that are not written, spoken,
ThinkStock LLC/Index Stock Imagery
or sounded.
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Culture & Nonverbal Behavior
Three levels of culture . . .
 Informal Level—neither rules nor
reasons known; behaviors
unconsciously learned
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NOVA Development
 Technical Level —Rules are
openly and knowingly stated
 Formal Level—rules known;
reasons not known
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Nonverbal Communication
Types include . . .






Facial expressions & eye contact
Body movements & gestures
Clothing & personal appearance
Distance & personal space
Physical environment
Time
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Facial Expression
 Face is responsible for most meaning
 Basic expressions (happiness, surprise,
fear) are fairly universal
 Subtle expressions difficult to interpret
 Expressions differ across cultures
Which face is showing
elation? Dread? Fear?
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Eye Contact
In American culture . . .
 Shows interest and attentiveness
 Signals wish to participate
 Controls & persuades others
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Movements & Gestures
Types include . . .
Which type of gesture is
this Police Officer
using?
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Ronald Martinez/Getty Images
 Emblems
 Illustrators
 Regulators
 Adaptors
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Clothing & Appearance
Appropriate business & professional clothing . . .
 Determines credibility, persuasiveness,
status & hiring decisions
 Affects public perception of organizations
 Dress-down basics recommended
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Christopher Robbins
 Is problematic (i.e., Casual Confusion
Syndrome)
10
Distance & Personal Space
Hall’s distance categories . . .
Intimate Distance: Contact – 18 inches
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Distance & Personal Space
Hall’s distance categories . . .
Intimate Distance: Contact – 18 inches
Personal Distance: 18 inches to 4 feet
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Distance & Personal Space
Hall’s distance categories . . .
Intimate Distance: Contact to 18 inches
Personal Distance: 18 inches to 4 feet
Social Distance: 4 to 12 feet
Public Distance: 12 Feet or more
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Physical Environment
Reveals the characteristics of the owner
Color affects emotional response
Lighting and room size alter
communication
Odor can stir emotions
Ergonomics can affect
physical well-being
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Time
Most business conducted on
informal level
Status determines sequences of
lateness
Time spent signals significance
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NOVA Development
Perceptions of time depend on
cultural background
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Revising the Case Study
What specific types of
non-verbal
communication could
have helped President
Bush and the government
officials defuse the
misunderstanding over
Bush’s use of the hook
‘em horns gesture?
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Nonverbal Status Symbols
Include . . .
 Clothing (i.e., tie & jacket)
 Darker colors
 Office size, location, & interior
arrangement
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 Powerful nonverbal behaviors
 Time
 Gestures
What gives this office status?
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Nonverbal Signs of Power
Carr-Ruffino 1997
Expansive, confident movements
Tall, upright standing posture
Relaxed, affable, familiar behavior
Ability to turn one’s back
on others
Comfortable, relaxed seated
positions
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Nonverbal Signs of Weakness
Carr-Ruffino 1997
Small controlled movements
Bowed posture; hands covering face
Tenseness, vigilance
Hesitantly standing or sitting
forward
Playing with an object or nervous
foot or leg shaking
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Culture Shock
And international business transactions . . .
International cultures often use
unexpected nonverbal symbols and
meanings.
Result: Culture shock!
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AP/Wide World
Photos
Inadequate training given to expatriates:
--65% companies provide no training
--40% return home before scheduled time
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Expectancy Violations Theory
According to Burgoon’s theory . . .
How people respond when nonverbal
expectations are not met
Involved all nonverbal behaviors
Expectations are violated more when
people come from a culture we are not
familiar with
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Immediacy Behaviors
“Promoting a feeling of closeness” by . . .
 Verbal behaviors – humor, personal
examples, using “we” & “our”
 Visual behaviors – smiles,
eye contact, relaxed
posture, moving around
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© Jason Harr is
 Vocal behaviors – good volume,
pitch, & vocal expressiveness
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Improving Nonverbal Skills
Develop awareness of nonverbal differences
Do not judge others according to own
nonverbal meanings
Do not assign nonverbal meanings out of
context
Observe your nonverbal behavior on
videotape or ask others for feedback
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23
Communicating for
Results
9e
5
Key Ideas
Nonverbal
Communication in the
Organization
•Defining nonverbal
communication
•Types of nonverbal
communication
•Role of nonverbal symbols
•Improving nonverbal skills
Copyright Cengage © 2011
24