SWBAT
 Recognize nonverbal communication cues
 Identify the positive and negative effects of nonverbal
communication
 Identify cultural differences in nonverbal
communication.
Nonverbal Communication
 Expressing yourself without
the use of words
 Facial expressions, hand
motions, eye movements,
etc.
Positive Effects
 Help give you clues about a
customer’s mood and interest in
a product
 Can reinforce what was said
verbally
 Can be used as a substitute for a
verbal message
 Gestures or facial expressions
Negative Effects
 May be misunderstood
 May contradict a verbal meaning
 Nod reinforces a positive message,
but a wink may contradict it
 Can create tension in
communication
Cultural Differences
 Posture
 Bowing (not done in the US; shows
rank in Japan)
 Slouching (rude in most Northern
European areas)
 Hands in pockets (disrespectful in
Turkey)
 Gestures
 Pointing: US with index, German with
pinky, Japan with the whole hand
 Facial Expressions
 Many Asian cultures suppress facial
expression
 Too much smiling is viewed as a sign of
shallowness
Cultural Differences
 Eye Contact
 Western Cultures: see direct eye
contact as positive
 Arabic cultures make prolonged
eye-contact
 Japan, Africa, Latin America: avoid
eye contact to show respect
 Touch
 US: Handshake is common
 Islamic and Hindu: do not touch
with the left hand and do not
approve of touching between
genders
 Many Asians don’t touch the head
Review
 What is nonverbal communication?
 What are the positive/negative effects?
 Why is it important to observe nonverbal
communication in co-workers? In customers?
 What are some nonverbal cues that have different
meanings in different cultures? How do these affect
communication?
Assignment
 Choose a country and research their nonverbal communication cues.
 Be sure to identify at least 5 differences to the United States.
 State the nonverbal cue for your country and then explain how it is
different from the United States
 Include images for each of the cues
 Include a bibliography for the sources used to find the information
 Should be at least 7 slides (title and bibliography included)