Chapter Five: The Power of Verbal and Nonverbal Communication in the Workplace H.L. Goodall & Sandra Goodall Communicating in Professional Contexts Skills,

Chapter Five:Chapter Five:

The Power of Verbal and Nonverbal The Power of Verbal and Nonverbal

Communication in the WorkplaceCommunication in the Workplace

H.L. GoodallH.L. Goodall

&&

Sandra GoodallSandra Goodall

Communicating in Communicating in ProfessionalProfessional Contexts ContextsCommunicating in Communicating in ProfessionalProfessional Contexts ContextsSkills, Ethics, and Technologies Skills, Ethics, and Technologies 2ed2ed

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Ch5: Verbal and Nonverbal Communication in the Workplace

Copyright © 2006 Wadsworth

Communication of Communication of Self in the WorkplaceSelf in the Workplace

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Developing Awareness Developing Awareness in the Workplacein the Workplace

Pay Closer Attention to…

Word Choice

Behaviors

Appearance

Style of Dress

Monitoring

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Monitoring Our Assumptions Monitoring Our Assumptions about Communicationabout Communication

Most Operate Mindlessly

Accept Our Assumptions about Verbal

and Nonverbal Meanings are Correct

Leads to Unfairness and Inequity in the

Workplace

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The Principle of The Principle of Workplace EquityWorkplace Equity

People Work for Rewards

People Seek Empowerment

People Become Stressed When

Perceive Unfair Treatment

People Experiencing Stress Will

Try to Restore Equity

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationClarity and Ambiguity

Clarify Received Messages to Avoid

Misunderstandings

Avoid Abstraction

Watch Use of Jargon

Avoid Use of Inflammatory Language

Avoid Cultural and Gender Biases in Speech

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationUpward Communication

Balance...

Politeness and Task Orientation

Friendliness and Respect for Authority

Self-Interest and Company Needs

Ask for Feedback on Tasks

Avoid Sexist, Racist, or Classist Remarks

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationDownward Communication

Listen Openly to Employee’s Communication

Respond Honestly to Inquiries and Requests

Provide Feedback on Tasks

Avoid Sexist, Racist, or Classist Remarks

Balance Respect with Task Orientation

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationInclusive and Exclusive Language

Inclusive Message Strategies are Democratic

Exclusive Message Strategies are Autocratic

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationConfirming and Disconfirming Messages

Confirming Responses Support and

Enhance Identities

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationConfirming and Disconfirming Messages

Confirming Responses Support and

Enhance Identities

Disconfirming Messages Deny or Harm our

Identities

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationSupportive versus Nonsupportive Messages

Supportive Messages Communicate Concern

and Respect for Others

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal Communication Supportive versus Nonsupportive Messages

Supportive Messages Communicate Concern

and Respect for Others

Nonsupportive Messages Communicate

Disrespect of Others

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal CommunicationEnhancing Personal & Professional Credibility

Become Informed and Knowledgeable

Behave in a Trustworthy Manner

Be Open, Honest, and Authentic

Demonstrate Ability to Be a Friend

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Making Conscious Choices Making Conscious Choices about Verbal Communicationabout Verbal Communication

Do What You Say You Will Do

Graciously Accept Criticism and

Corrective Feedback

Accept Personal Responsibility for

Your Own Actions

Enhancing Personal & Professional Credibility

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Verbal Communication and Verbal Communication and Perceptions of PowerPerceptions of PowerGendered Talk Women Talk to Build Rapport, Men to

Make Reports Women’s Style More Expressive Women’s Style More Tentative, Men More

Certain Women Use Talk to Create and Maintain

Relationships, Men to Gain Control

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Nonverbal Communication Nonverbal Communication and Perceptions of Meaningand Perceptions of MeaningYour Workspace Keep it Neat, Clean, and Free of Clutter Decorate with Diplomas, Awards Discourage Display of Personal Items No Displays of Suggestive Sexual Content

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Nonverbal Communication Nonverbal Communication and Perceptions of Meaningand Perceptions of Meaning

Clothing and Personal Appearance

First Impressions Based on Stereotypes

Our Culture Values and Rewards the Tall,

Physically Fit, Appropriately Dressed, Well

Groomed, and Physically Attractive

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Voice - Paralanguage

Pitch

Tempo

Intensity

Range

Resonance

Volume

Articulation

Rhythm

Pauses

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Nonverbal Communication Nonverbal Communication and Perceptions of Meaningand Perceptions of MeaningKinesics and Oculesics - Display Rules

Simulation

Intensification

Neutralization

Deintensification

Masking

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Functions of Eye Contact

Regulates Interaction

Monitors Interaction

Signals Cognitive Activity

Expresses Involvement

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Reveals Intimidation

Reveals Flirtation

Reveals Attentiveness

Displays Immediacy

Functions of Eye Contact

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Nonverbal Communication Nonverbal Communication and Perceptions of Meaningand Perceptions of MeaningPersonal Space

Territoriality

Crowding and Density

Personal Space Intimate Personal Social Public

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Nonverbal Communication Nonverbal Communication and Perceptions of Meaningand Perceptions of MeaningTouching

Functional/Professional

Social/Polite

Friendship/Warmth

Love/Intimacy

Sexually Arousing

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Harassment and Communication Harassment and Communication in the Workplacein the Workplace

Sexual Harassment

Quid Pro Quo

Hostile Work

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How Can Harassment be Avoided? Carefully Monitor Own Verbal and

Nonverbal Behavior Be Courteous and Polite Take Others’ Feelings into Consideration Do Not Engage in Sexual Commentary Don’t Bring Sexually Explicit Material

to Work

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What You Should Do if You are a Victim

Confront Harasser and Ask that

Behavior Stop

Keep a Diary and Note Offensive Acts

Complain Within Channels

File Legal Complaint with EEOC

H.L. GoodallH.L. Goodall

&&

Sandra GoodallSandra Goodall

Communicating in Communicating in ProfessionalProfessional Contexts ContextsCommunicating in Communicating in ProfessionalProfessional Contexts ContextsSkills, Ethics, and Technologies Skills, Ethics, and Technologies 2ed2ed

Documents

Chapter Five: The Power of Verbal and Nonverbal Communication in the Workplace H.L. Goodall & Sandra Goodall Communicating in Professional Contexts Skills,