Chapter 4:
Nonverbal Communication
Definition
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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...
Nonverbal Communication in the Workplace
The Significance of Nonverbal Communication
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It conveys meaning
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Anywhere from 65-93% of the meaning of a message lies in the nonverbal
aspect
It reflects the unspoken
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Nonverbal behaviors can “leak” true feelings
Proxemics – the study of the use of space to
communicate
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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
Proxemics:Teritories and Zones
Proxemics
Kinesics – the study of body movement
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Gesture
Posture reveals:
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Relationships and status
Emotional state
Facial expression characterized by:
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Culture, gender, and age
Kinesics
Oculesics – the study of eye behavior
Eye movement
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Influenced by culture, gender, and age
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Conveys interest
Regulates conversation
Establishes credibility
Americans typically prefer “soft” eye contact
Asian cultures typically prefer very little eye contact
Haptics – the study of touch as used to
communicate
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What are the touch norms at our university?
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How do you express emotions through touch?
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Hug, pat on the back, slap on the face
How is touch used in a business and professional
context?
Vocalics – the study of the use of the voice to
convey meaning
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Regulates conversation
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Vocal cues
Turn taking
Helps interpret oral communication
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Volume
Pitch
Rate
Chronemics – the study of time usage in communication
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How we regulate interactions
How we treat others – “wait time”
How we prioritize
Objectics – the study of how objects influence communication
Nonverbal Communication in the Workplace
Remember:
Actions sell louder
than words!
Nonverbal Communication in Business
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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”
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
Language and Technology
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Receivers can’t observe important elements
– Tone of voice
– Facial expression
– Body posture
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New language has emerged with email, IMs