MODULE 4: THE NON-VERBAL COMMUNICATION IN THE WORKPLACE

This old saying “Actions speak louder than words” has become very relevant in
communication in today’s society. Most graduates are trained professionals but
sometimes may lack in some skills like speaking and the effective use of nonverbal
communication (Lazarus, 2013 as cited in Bailey, 2018).
“Imagine your co-worker storms into her office after lunch. She’s red-faced, tight-lipped
and speaks to no one. She throws her briefcase on the desk, plops down in her chair
and glares out the window. You ask, ‘Are you all right?’ She snaps back in an angry
tone, ‘I’m fine!’ Which message do you believe: Her nonverbal signals (behavior and
voice tone), or her verbal one (words alone)? Most likely, you believe the nonverbal
message,”
Nonverbal communication refers to sending a message without the use of words.
Basically, nonverbal communication is one of the key aspects of communication with
the following functions: (San Miguel, Barraquio, & Revilla, 2007):
1. It is used to repeat the verbal message like point in a direction while stating
directions;
2. Often, it is used to enhance a verbal message like verbal tone indicates the
actual meaning of the specific words, enthusiastic voice and approving smile
when complimenting a subordinate for doing an outstanding job.
3. It is also used to complement the verbal message but also may contradict like a
nod reinforces a positive message (among Americans), a wink, however, may
contradict a stated positive message.
4. It regulates interactions. Nonverbal cues convey when the other person should
speak or not during the conversation.
5. It may substitute for the verbal messages (especially if it is blocked by noise,
interruptions, etc) like gestures ( a nod to show approval, shaking head to
disagree, or to gesture for a person to wait or to go away).
6. It conveys certain impressions in organizations, power and authority.
7. It is used to convey underlying feelings. The tone of the voice may contradict the
spoken words: praising the company yet the tone prove otherwise with the use of a
disclaimer (Giacalone & Rosenfeld, 1989 as cited by Riggio, 2003).
8. From the receiver’s perspective, nonverbal cues provide additional information.
When verbal communication is limited or when the receiver has reason to mistrust the
verbal message, the receiver will look to nonverbal cues as source of more date. This is
particularly likely when the receiver feels that the verbal message may be deceptive,
Nonverbal cues are also used by receivers in making judgments about a person’s
attitudes, personality, and competence. This is particularly important in personnel
decisions such as hiring.
It has been found that persons exhibiting more expressive nonverbal behavior, such as
more smiling and greater eye contact, are more favorably evaluated in hiring interviews
than are non-expressive individuals (DeGroot & Motowidlo, 1999, as cited by Riggio,
2003) However, rather than looking only at the amount of expressiveness, interviewers
or other judges of applicants may look for particular styles of expressive nonverbal
behavior, which indicate that the person is honest, ambitious, or easy to work with.
Others like style of dress, physical attractiveness, and indications of dominance may
likewise play an important role in how people are perceived in work settings. It has been
shown that attractively dressed and well-groomed individuals make better first
impressions in certain work settings than persons who appear sloppy and unkempt
(Arvey & Campion, 1982, as cited by Riggio, 2003).
Nonverbal communication plays an important role in the workplace because it affects
the work environment. In several respects, we can communicate as much, if not more,
nonverbally than we do with our spoken words. What you communicate nonverbally can
expose how you feel. If your nonverbal communications skills are poor, you may be
communicating negativity and making your coworkers uncomfortable or undermining
your message with cues about lacking confidence.
Teachers, journalists, doctors, lawyers, salespeople and corporate executives spend
most of their workday communicating orally with others. Using nonverbal cues can
enhance how people transmit and receive messages. The nonverbal communication
indicates how a person feels in relation to what he says, and it also reflects how people
react to the message (Huntington, 2019).
According to Mehrabian, 7% of information received is through the words spoken, 38%
is through the tone of voice, and 55% is though bodily movements. He further said that
93% of what is communicated is done through nonverbal communication (Mehrabian,
1981 as cited in Bailey, 2018).
You have to remember that nonverbal cues are culturally varied. What may be
acceptable in one culture may be unacceptable in another. To improve your nonverbal
skills, you must first identify the areas where you are lacking.
Even before you get that job that you’ve always wanted, check your nonverbal
communication. Who knows, you can knock that job interview because of your positive
nonverbal gestures.
VIDEOS TO WATCH AND LEARN:
6 Bad Body Language Behaviors To Avoid
https://www.youtube.com/watch?v=sXAHwa1CWYw
Types of Nonverbal Cues and Their Impact in the Workplace
1.Paralanguage or Vocal Tone.
Speaking style, volume, pitch, rate, timbre and all contribute to
understanding the speaker. Loudness is the volume one uses
when speaking. Too high volume and others will perceive you as
shouting.
Too low volume and you will not be heard. Pitch is the
amount of inflection in your voice when speaking. A higher
pitch can be used to elicit excitement, whereas a low pitch can
be used to express anger. Rate is how quickly or slowly one
speaks (Yang, 2015). Speaking too quickly can express
nervousness, but if you speak too slowly you may lose the attention of the listener.
Timbre is the characteristic that permits an individual to differentiate one person’s voice
from another. Lastly, regularity is the consistency in tone one uses. The more consistent
your speech pattern is the more confident or authoritative you appear.
Therefore, the tone of the voice conveys a message of authority, credibility, confidence,
sincerity, enthusiasm, helpfulness, agreement, acknowledgement, doubt, irritation,
impatience, fear, anxiety, anger, etc.
Changes in vocal tone during a conversation are a noticeable nonverbal cues that
contribute to your understanding of the person speaking. For example, during a friendly
conversation with your boss, you ask her if you can take next week off. She says “Sure.
Take all the time off you need,” but her tone of voice went from warm and sweet before
your question to cold and sharp when she replied. Although her words seem positive,
her tone of voice indicates she is not happy about your request. At a new employee
orientation, the trainer may verbally praise the company but with her tone of voice she
may convey that things are not really going as well as they seem.If you receive
directions from a manager and you immediately grunt, you are showing your manager
that you do not agree with what he said.
Your tone or sounds can inform people of your anger, frustration or sarcasm. Avoid
sighing repetitively or speaking in a high-pitched voice. Speak softly and calmly.
2. Kinesics, Actions or Body Movements –eye movements, facial expressions,
postures, gestures, other bodily movements.
VIDEOS:
Body Language
https://www.youtube.com/watch?v=1sfM-xx7tHI
Positive Body Language Video
https://www.youtube.com/watch?v=6vT6sqjBFrs
Establish and Maintain Eye Contact
The eyes and facial expressions of a listener are
important to a speaker. Establish and maintain eye
contact when speaking to others. Eye contact that
conveys sincerity and confidence is often important in
business situations. When you make direct eye
contact, it shows the other party that you’re interested
in what he is saying. If you must give a presentation at
work, establish eye contact with the audience. It tells them that you are confident in
what you are presenting. Making direct eye contact provides others with the comfort
needed to communicate with you in return. Not looking the other party in the eye can
sometimes make you appear disinterested or nervous. If someone begins to have
negative views such as these in a business situation it can sometimes be difficult to
reverse them, so you should try to maintain eye contact and focus on whoever you are
talking with, whether they are a customer, client or employee. If a listener is rolling her
eyes, has a bored expression or seems glazed over, these are blatant cues that the
listener is not actually listening or does not care about the speaker has to say. Be
mindful, though, not to turn your attempts at eye contact into an unrelenting stare;
moderation is the key.
Use Your Facial Expressions.
The face is extremely expressive. Your facial
expressions are closely related to your emotions.
They reveal what you are thinking and are
perhaps your biggest nonverbal communicators in
everyday life. Imagine pitching a new product to a
client with a fearful and worried look on your face
or with a lack of eye contact. This would convey
to your client that you have little faith in the
product. Instead, if you really want to sell your
product, show positive energy and enthusiasm
with your facial expressions by allowing your face
to be animated and smiling as you talk. The excitement on your face will help get the
customer excited about your new product. Facial expressions are typically universal,
which means they convey the same message globally. A frowning person is usually
upset. A simple, natural smile is known to help the other party relax during a
conversation.
Offer a smile when talking to someone, as long as it is appropriate to the situation. This
tells people that you are happy or in a good mood. It also creates an atmosphere with
warmth and friendliness, allowing others to feel comfortable. When a smile is not called
for, be aware of your expression and react accordingly. A look of seriousness when
your work is being critiqued or a sympathetic response to someone's expression of
difficulties can go a long way to conveying your engagement with the situation. It is
important to try to keep your facial expressions positive during a business conversation.
Avoid negative facial expressions, such as: frowning or scowling, glaring, blankness,
sneering, pouting, etc.
Be mindful of your posture and gesture. Slouching
may indicate the listener is bored or uninterested in
the conversation. In contrast, if the person you’re
speaking to is standing or sitting still, upright and
leaning forward, they are signaling that they are
focused, attentive and engaged in the conversation.
Body posture can also give hints about personality
characteristics, such as whether a person is
confident, happy, friendly or submissive. Swinging
your leg back and forth while sitting in a meeting or
drumming your fingers on the table tells others you
are impatient, bored and uninterested. Sit up straight
and face others when talking.

Fidgeting. Are you shaking your knee, biting your nails or playing with your pen very
noticeably as someone else talks in a meeting? This may express to the speaker you
are bored or nervous or are disinterested.

Head movements. Head movements are especially rich conveyors of communication

and one of the easiest nonverbal cues to understand. Certain head movements tend to
be culture-specific, such as nodding in agreement for within western cultures. For
example, when presenting in a meeting, you can gauge participants’ understanding and
interest in your presentation by observing their head movements. If they are shaking
their head in a “no” manner, you may need to pause and ask if anyone has any
questions to try to understand if they are confused or
in disagreement with you. Conversely, if meeting
participants are actively nodding their heads in a
“yes” manner, it is a good indication they are
engaged and understand what you’re trying to
communicate.
Hand gestures. Hand gestures punctuate the
spoken word and can offer useful context about both
the speaker and what they are saying. Sometimes
hand gestures give clues to the speaker’s emotional
state. Trembling hands could mean the person is
anxious or lying. Animated, grand hand gestures
could indicate the person is excited or passionate about what she is discussing. Other
times hand gestures give literal meaning to the spoken words. Your boss may give you
very detailed verbal instructions about a task with added hand gestures to reinforce his
spoken words. For example, he says, “I need three circular objects placed over there.”
As he speaks these words, he gestures with his hands by holding up three fingers,
followed by drawing a circle in the air and finally pointing to where he wants them.

Folded arms or Crossing your arms over your chest signifies to a listener that you do
not agree with them and you are closed off from what they are saying.
Other negative body language you should avoid includes: clenched fists, rolling eyes,
shrugs and shuffles, imitation of the other person's actions, finger pointing and others.
3. Proxemics refers to the study of how
interpersonal distance and space is maintained
between people from the same or different cultural
backgrounds (Yang, 2015) or the space or distance
between the speaker and receiver.
VIDEOS TO WATCH AND LEARN
PROXEMICS meaning, definition & explanation
https://www.youtube.com/watch?v=9bMyXk1lrQ4
Proxemics: The types of zone or space:
https://www.youtube.com/watch?v=mCf_1_z_LrE
Be Considerate of Personal Space/Physical
Distance. Pay attention to your proximity to others.
Different cultures view proximity in various ways, so take notice if the person you’re
communicating with is comfortable or not. The distance conveys social
context/relationship.
It is important to know the cultural differences when communicating in an interpersonal
environment (Hofstede, 2011). In individualistic countries like the United States, there
are typically four spatial zones (Kurien,2010). The first is the intimate zone. This zone
is used when people are emotionally close, such as dating, married, etc. In this zone
individuals typically stand between zero and two feet apart when communicating. The
most common zone when communicating in the work place is the personal zone. Two
to four feet of distance is the norm when communicating personally (Patel, 2014). In the
social zone individuals are between four and nine feet apart. This zone is typically seen
when giving presentations to coworkers. Lastly, anything over nine feet is considered
the public zone (Kurien, 2010). With the increase in globalization it is important to know
the culture of areas where your organizations are conducting business in order to
communicate effectively (Hofstede, 2011). Where these zones hold true for
individualistic countries like the United States, in collectivist societies a closer distance
may be the norm (Hofstede, 2011).
Physical distance between people can set the tone for the conversation. An employee
who comes extremely close to speak with you while you’re seated at your desk may
indicate they have something confidential to say. Other times, getting extremely close or
touching someone as you speak could be considered intrusive or even hostile.
However, physical distance can be misleading since different cultures require different
amounts of physical distance for communicating in the workplace. Most North
Americans prefer at least 18 inches of personal space. Anything closer is viewed as too
intimate in a work environment. A coworker from South America, on the other hand,
may be comfortable getting much closer to talk.
4. Haptics or communication by touch can
help or hinder business interactions. The most
common used of haptics in business is the
handshake. Everyone in the business world has
been told, at one point or another, a firm
handshake is key to a good first impression.
There are several variations of the handshake
and knowing which one is most suitable in each
situation can be difficult. A firm handshake
conveys power, confidence, and sincerity, a limp
handshake conveys weakness, lack of
confidence, deceit, a clasp using both hands displays a high degree of respect and a
vice like grip is used to intimidate or display dominance (Kar & Kar, 2017 as cited in
Bailey, 2018). A firm handshake might be interpreted as confidence, while other
physical touches, such as a lingering touch on the shoulder, might be seen as invasive
of personal space. In most business situations a firm handshake will suffice. However,
knowing when and how to use the other variations mentioned can be a helpful tool.

5. Chronemics is the study of time in

communication.
Chronemics - Video Learning:
https://www.youtube.com/watch?v=seE05acCVVo

The globalized markets many companies conduct

business in have increased the importance of arrival
times to meetings. In the United States people are very strict on time and being late to a
meeting can be very detrimental to one’s success. This not the case in Latin American
countries, where being late is a normal thing. Knowledge of different cultures’ use of
time can lead to success or failure (Gupta, 2013). Individuals’ psychological time
orientation is another aspect of chronemics. Similar to Hofstede’s (2011) principle of
long-term vs. short-term cultural differences, individuals may be past-oriented, present-
oriented, or future-oriented. People that are past oriented often look at past events for
patterns and assume they will repeat themselves. Future-oriented individuals work
toward a better tomorrow. These individuals constantly think about the future and how
they can better themselves later on. Individuals may also see the present as the only
moment that matters. They live in the moment and do not consider the past or future.
Culture plays a huge role in determining time orientation. It is important to be aware of
these differences and their potential impact on communication (Richmond &
McCroskey, 2004).
Lastly, chronemics can also be used to establish status inside a corporation. For
example, in most companies the boss can interrupt progress to hold an impromptu
meeting in the middle of the workday, yet the average worker would have to make an
appointment to see the boss (Bruneau, 1980, Bailey, 2018).
6. Appearance and Dress. Believing that
others
“do not judge a book by its cover” is
a naive frame of thought. How one dresses
and presents themselves proclaims a
persona and creates a first impression
(Eaves & Leathers, 1997, as cited in Bailey,
2018)). If a person is sloppily dressed some
may assume their work is also sloppy. If
one’s appearance is well kept and
professional others might assume their work
follows suit. To be successful, one needs to
look the part and “appear corporate”; doing
this will lead to a better first impression
(Lazarus, 2013 as cited in Bailey, 2018).
6 Tips to Perfect Your Nonverbal Communication for Video Calls
Companies that conduct business primarily by phone or email are leaving a large
percentage of their message open to misinterpretation. Imagine the money that’s being
thrown away because of inefficiencies and miscommunications from using subpar
communication tools. Video conferencing ensures that no inflection is missed and that
facial expressions, hand gestures and body language are seen and understood. It
engages both visual and audible aspects of communication in one format and puts you
in control of shaping your message. Here are six tips to help you effectively
communicate with your clients, colleagues and business partners using video
conferencing technology.
1. Remember you’re being watched
When on a video call, it’s easy to forget that someone else is on the other end seeing
everything from your camera. You may be using a small device like a tablet or phone
during a conference call, but people on the far end may see you on a large, ultra-high
definition TV in a conference room. Without realizing it, your nonverbal communication
is amplified on screen to everyone in the meeting room.
2. Be mindful of your body language
Being present and engaged during video conference calls allows you to notice
subconscious body language like leaning, slouching or stretching. Even if you are not
the presenter during the video call, it’s important to be aware of your body language and
what it is saying to the speaker and meeting participants. Show that you’re actively
listening by remaining attentive, sitting erect with good posture and giving occasional
head nods.
3. Put your phone down
During a video call make sure your cell phone and other distracting devices are silenced
and away from your line of sight. Even a single notification can draw your eyes away
from the business at hand, making you appear to be distracted and uninterested.
4. Look into the camera
There’s nothing more important than eye contact when it comes to showing confidence,
interest and trustworthiness. Maintain eye contact during the conference call by looking
directly at the camera, not at your computer or TV screen, when you’re speaking.
5. Avoid excessive movements and dramatic hand gestures
During a conference call try to keep your body movements calm and relaxed. Avoid
fidgeting with your pen, excessively shaking your legs or doing anything else that
conveys nervousness or boredom. When speaking you can use your hands to gesture,
but avoid being overly animated. Dramatic hand gestures can be distracting for meeting
participants, especially on a video conference call where you are sitting close to the
camera.
6. Be aware of your facial expressions
Last and most importantly, be aware of your facial expressions throughout the entire
video call. Unlike other forms of subtle nonverbal cues, the emotions shared through
facial expressions are universal and are often the strongest nonverbal communicator
during a conference call. In long meetings, especially if you are not presenting, it’s easy
to let your face frown or look bored without realizing it. Try to maintain a positive or
neutral facial expression with an occasional smile throughout the meeting. A pleasant,
friendly smile lets the speaker know you’re engaged and enjoying the meeting.
How Nonverbal Communication Skills Can Make or Break Deals
Understanding the importance of nonverbal communication with a client or potential
customer helps increase trust and clarity and add interest to your business-critical
conversations — or does the exact opposite. If prospects think you are bored,
distracted, annoyed or anything that is off-putting, they could decline your contract.
Commonly, people are not aware they are giving off negative nonverbal cues that
others notice. On the other hand, displaying positive nonverbal communication that
increases your credibility and trustworthiness could help you land the deal. Clients want
to see your actions and facial expressions align with your words. However, your efforts
are wasted if you’re on an audio-only call during these critical conversations since
clients or prospects have no way of reading your nonverbal communication. In contrast,
face-to-face video conference calls allow you to have more of an “in-person” interaction
and pick up on important nonverbal cues.
Business owners can gain from learning about nonverbal communication and its
potential benefits. Nonverbal communication can increase the opportunity to interact
with colleagues, competitors, clients and potential clients through avenues outside of
explicit word choice.

REQUIRED VIDEOS TO VIEW:

VIDEOS TO WATCH AND LEARN:
6 Bad Body Language Behaviors To Avoid
https://www.youtube.com/watch?v=sXAHwa1CWYw
About Gestures Around the World
https://www.youtube.com/watch?v=qCo3wSGYRbQ
Positive Body Language Video
https://www.youtube.com/watch?v=6vT6sqjBFrs
Body Language
https://www.youtube.com/watch?v=1sfM-xx7tHI
6 Bad Body Language Behaviors To Avoid
https://www.youtube.com/watch?v=sXAHwa1CWYw
SUMMARY
Studies show that up to 93% of all communication is nonverbal. Nonverbal
communication sometimes facilitates the flow of communication in work settings,
misinterpreting such messages can also lead to considerable confusion and may disrupt
work operations. There are no well-known rules and techniques or guidelines governing
nonverbal communication. Misunderstandings occur in organizational communication
are related to the inadequate skills of the sender or receiver or both.
These cues are body movements, body orientation, nuances of the voice, facial
expressions, details of dress, and choice and movement of objects that communicate.
Time and space can also be perceived as having nonverbal cues.
For business professionals, clearly and effectively communicating with clients,
customers and teammates is vital to the success of the company. Although some
business transactions are done via online, phone and other forms still in a face-to-face
video conferencing nonverbal cues should still be maintained during business
conversations.
You cannot avoid sending nonverbal messages to others; however, it is possible to train
yourself to send the right ones.
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Failure to communicate. Retrieved fromhttps://www.youtube.com/watch?v=8Ox5LhIJSBE
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