VERBAL MESSAGES
Verbal Messages
Clarity and Ambiguity
 Use Unequivocal Terms to Avoid
Misunderstandings
 Equivocal
Terms: Terms with more
than one meaning
 High
Level Abstraction: Statements that
cover a broader range of possible objects
or events without describing much detail.
 “Keep
 All,
up the good work.”
Never, Every, None, Always…
Use Lower-Level Abstractions
When Clarity is Essential
 Low-level
abstractions:
highly specific statements that refer
directly to objects or events that can be
observed
Very general
Problem
Equipment Problem
Breakdown of Copying machine
Automatic paper feeder does not work
Sheets Jammed in paper path
Quite Specific
•Use Jargon Judiciously
•Use Ambiguous Language
When It Is Strategically
Desirable
Avoid Biased Language
 Biased
Language: Statements that seem
to be objective but actually conceal an
emotional bias. (Emotive Language)
 He’s
long winded.
 She’s wishy-washy.
Beware of Trigger Words
 Words
or statements that insight strong
emotional associations.

Used towards individuals, groups, issues,
topics.
Verbal Messages
Masculine and Feminine Language Use
Feminine Speech
Rapport Talk: to create connections, establish
goodwill, show support, and build
community.
Masculine Speech
Report Talk: speech that focuses less on
feelings and relationships and more on
information, facts, knowledge, and
competence.
Verbal Messages
Differences Between Women’s & Men’s
Language Use
Women’s Style
Men’s Style
 Rapport
 Report
 Expressive
 Instrumental
 Supportive
 Advising
 Tentative
 Certain
 Conversational
 Conversational
initiation and
maintenance
control
Verbal Messages
Meeting Gender-Related Language Challenges
 Be
Aware of Different
Styles
 Switch
Styles, When
Appropriate
 Combine
Styles
Sexual Harassment
Two Types of Sexual Harassment
Recognized by Law
 Quid

pro quo (“this for that”)
http://www.youtube.com/watch?v=AOHuJ3TEoHM&list=PL757840538
F8F5568

http://www.youtube.com/watch?v=_dvvzxJm8qA&list=PL757840538F8
F5568
 Hostile

Work Environment
http://www.youtube.com/watch?v=VzNE3MafLqo&list=PL757840538F8
F5568

http://www.youtube.com/watch?v=9rgAj1gDQIE&list=PL757840538F8
F5568
Sexual Harassment
Avoiding Sexual Harassment Problems
 Avoid
language that could be
considered offensive
 Avoid actions that could lead to
discomfort
Sexual Harassment
Responding to Sexual Harassment
Consider Dismissing the Incident
 Ask the Harasser to Stop
 Keep a Diary
 Write a Personal Letter to the Harasser
 Ask a Friend to Intervene
 Complain Through Channels
 File a Legal Complaint

NONVERBAL COMMUNICATION
 Sending
and receiving messages
in a variety of ways without the
use of verbal codes (words). It is
both intentional and unintentional.
Nonverbal Communication
Characteristics of Nonverbal Communication
 Nonverbal
Behavior Always Has
Communicative Value
 Nonverbal
Communication is Powerful
 Nonverbal
Behavior Is Ambiguous
 Nonverbal
Communication Primarily
Expresses Attitudes
 Much
Nonverbal Behavior is Culture-Bound
Nonverbal Communication
Types of Nonverbal Communication

Paralanguage- the vocal, but
nonverbal, dimension of speech.
Refers to the manner in which you say
something rather than what you say
V. Paralanguage
 A.
Rate
 B. Volume
 C. Pitch
 D. Rhythm
 E. Tone/Inflection
 F. Silence
 G. Disfluencies
I
need this job done right now.
I need this job done right now.
I need this job done right now.
I need this job done right now.
K
I.
Body Communication
Kinesics- The study of body
position and motion
 Body
orientation- the degree to which we
face toward or away from someone with
our body, feet, and head
 Posture-
the position of the body;
alignment
 Gestures-movements
of hands and arms
 A.
Emblems = are a
nonverbal
substitute
for the
verbal
message
B. Illustrators = visually
demonstrate & accompany
the verbal message
The fish
was this big
C. Affect Displays = any
emotional response
D. Regulators = group of
behaviors that encourage or
discourage communication
E. Adaptors = satisfy some
need
II. Facial Communication = The
communication of emotions
Face Management Techniques
1.
Intensifying = exaggerate expression
2.
De-intensifying = to underplay an expression
3.
Neutralizing = to hide any expression of
feelings
4.
Masking = to replace one expression with
another
 B.
Facial Feedback Hypothesis = facial
expressions influence physical arousal
III. Eye Communication
A. Functions of Eye
Contact
1. seek feedback
2. regulate the flow of communication
3. signal the nature of the relationship
b. visual dominance
= aggressive stare
B. Eye Avoidance
1. civil inattention = eye
avoidance to maintain the
privacy of others
2. signals a lack of interest
IV. Haptics
A. Meanings of Touch
1. Positive emotions
2. Playfulness
3. Control
4. Ritualistic
5. Task-related
B. Touch Avoidance
1. high communication
apprehension
2. under self-disclosures
3. increased age
4. gender
Nonverbal Messages
Space and Time
Proxemics- The study of the way humans use
space
Edward T. Hall’s 4 Spatial Distances
1. Intimate:
0 - 18”
2. Personal:
18” - 4’
3. Social:
4’ -12’
4. Public:
12-25’
B. Theories About Space
 1.
Protection Theory = you establish a
body buffer zone around yourself as
protection against unwanted touching or
attack
 2.
Equilibrium Theory =
intimacy and distance vary together
3. Expectancy Violations
Theory = we have
expectations for
distance
if violated it brings
the relationship into
a clearer focus
II. Territoriality = possessive
reaction to objects/area
 A.
Home Field Advantage
 B.
Markers

1. central = place items in the middle
to show ownership
2. boundary = separates
your territory from
another
3. ear marker =
identifying mark of
property
III. Artifacts = messages conveyed
by objects that were made by
human hands
 A.
Space Decoration
 B. Color Communication
 C. Clothing & Body Adornment
Appearance
 It




matters how you look.
Look for examples
Be flexible
Casual is not sloppy
Dress for the job you want
D. Scent (Olfactics)
 1.
Attraction
 2. Taste
 3. Memory
 4. Identification
III. Temporal Communication
Chronemics- The study of the
way humans use time
A. Cultural
Time
1. formal time = manner
in which culture defines
time
2. informal time
= loose use of
time terms
B. Monochronism &
Polychronism
 1.
monochronic (M-time) = value punctuality,
one event at a time
 2.
polychronic (P-time) =process is more
important than the schedule
• a.
• b.
do not value punctuality
do many events at once
C. Psychological Time = emphasis
on past, present, or future
1. developed by your
culture