Nonverbal Communication

Functions

Impression management Influence perception Appearance matters

Sign of membership Visibility of logos Team uniform

Functions cont’d

Regulate communication Eye contact Finger waving Touch Paraverbal language

Functions cont’d

Provide feedback Facial expressions Roll eyes Fidgeting

Emphasize meaning “The look”

Functions cont’d

Substitute for words Emblems Thumbs up

Express social relationships Power Compliance Affect management Social intimacy

Body Language

Proximity Use of space Seating dynamics

Touch Interjection Ask before touching

Body Language

Eye Contact Cultural differences influence use, perception of eye contact

Indicates listening Can make others feel valued

Body Language

Facial Expressions Six universal expressions Varied interpretations Indicate feelings, level of understanding

Body Language

Gestures Used to gain and maintain attention

Are culturally based Facilitate the message being sent

Influence group affect

Body Language

Posture Demonstrates confidence

Expresses feelings Influences impressions

Shows physical well-being

Body Language

Olfactics Culturally-based Can create intimacy Beware of sensitivities

Physical Appearance Demonstrates fitness Shows confidence, competence

Impacts stereotypes

Body Language

Chronemics Use of time Culturally-based Is an expression of power

Is an expression of ‘other orientation’

Paraverbal Language

Pitch Implies competence, confidence

Suggests authority, friendliness

Adjust for audience and task goals

Be alert to concerns related to hearing acuity

Use consciously

Paraverbal Language

Rate Speed of speech We listen faster than we can talk

Be aware of audience

Influences stereotypes

Paraverbal Language

Volume Loudness Projection vs. yelling Check with participants

Inflection Indicates question or assertion

Be aware of “uptalk”

Paraverbal Language

Accents Different pronunciation sounds

Influences stereotypes

Be alert to the impact on the audience

Paraverbal Language

Silences and pauses Gives time for people to think

Helps to make a point Be aware of overuse

Paraverbal Language

Miscellaneous sounds “Umm,” “ahh,” “hmm,” “tsk”, “pshaw”

Used to hold speaking turn

Speaker may sound uncertain

Symbolic Language

Pictorial symbols to convey messages Logos Road signs Emblems

Written Language

In the profession Memos, letters Reports Evaluations Marketing materials

Electronic communications

Effective writing Well-focused Readable Precise Accurate Active voice Gender-neutral

Electronic Communication E-mail Advantages

Worldwide in an instant Broadcast to many at one time

Written record Disadvantages

Two-dimensional Decoding issues No privacy

Electronic Communication

Listserv Transmits to groups of people Worldwide access Great for mass feedback Not everyone has access Private vs. public lists

Electronic Communication

Cautions Only use when it is best suited

Postings may be seen by unintended audiences

Beware of ‘Reply to All’ Official record No privacy expectations