Nonverbal Communication

Actions DO speak
louder than words

Definition
The process of sending and receiving
information, both intentionally and
unintentionally, without using written or
spoken language, is Nonverbal
Communication. (Bovee & Thill)

Features
Uses

no words.
Takes place extensively at every level
individual, family, social and organizational.
Oldest form of communication.
It is usually considered more reliable and
more efficient than verbal communication

Interpretation
Smiles
Frowns
Who

sits where at a meeting

Size of an office
How long a visitor is kept waiting all these
communicate pleasure or anger, friendliness
or distance, power and status

Significance

Purpose
Nonverbal communication is used
To express emotions
To convey interpersonal attitudes
To present ones personality
To accompany verbal communication
It

can reinforce
It can substitute
It can even contradict

Components

Time
Personal space
Touch
Facial expressions
Eye contact
Gesture and body movements
Paralanguage
Clothing

Time
Being

on time is seen as a sign of

dependability
Cultural differences arise due to differences
in measurement blocks (5 min, 15 min)
Monochronic and polychronic cultures

Personal Space
It

is the physical distance between people

who are engaged in communication
Use of this space indicates a great deal
about social relationships within a culture

Personal Space
Type

Definition

Intimate zone (skin contact

to 18 inches)

With family members and

close friends

Personal zone (18 inches to

4 feet)

Personal or private
interactions with other
employees

Social zone (4 feet to 12

feet)

Normal and greatly used in

business settings

Public zone (12 feet and

beyond)

Presentations

Touch
Conveys

warmth, comfort and reassurance

Touching behaviour is governed by strict
norms
In business, the most important form of touch
is the handshake conveys involvement or
weakness based on firmness

Facial Expressions
The

face is said to be capable of displaying

more than a thousand different expressions
Six facial expressions understood all around
the globe anger, fear, surprise, sorrow, joy,
disgust
Some people mask emotions and
expressions well so as to avoid
misinterpretation

Eye Contact
Shows

interest & attentiveness

Signals a wish to participate
Controls & persuades others
Has different meanings in various cultures
Breaking eye contact may be interpreted as
avoidance or refusal or end of conversation

Gesture and Posture

Gestures are physical movement of our arms, legs, hands,

torso, and head.
Gestures show if you are positive or otherwise
Posture is the position of your body as you sit or stand
Posture has the ability to communicate many meanings

Turning your body away from a speaker snub, non involvement

Boredom head drop, leaning back, supporting head with hand
Open posture head and body to one side, legs uncrossed
agreement
Walking rapidly, hands moving freely confidence, goal orientation

Paralanguage
Nonverbal

vocal messages are called

paralanguage
Vocal Characteristics:
Tone rising or falling
Volume & Pitch- high and low
Accent - stress
Speed
Ums & ahs (disfluencies)

Clothing and Personal Appearance

Your

general appearance tells others a great

deal about yourself and your organization
Dress code interviews, formal occasions,
company uniforms
In the world of business in general, your
clothes should say nothing about you except
that you are part of a group

Maximize your nonverbal

communication skills
Smile

genuinely
Be aware that people may give false
nonverbal cues
Keep appropriate distance between you and
others
Respect status with your eye contact
Adopt posture, gestures and handshake that
matches your personality and intention

Body Language of a Confident Person

Posture

standing tall with shoulders back

Eye contact glancing with a smiling face
Gestures purposeful and deliberate
Speech slow and clear
Tone of voice moderate to low

Signals of disengagement
Heads

are down
Eyes are glazed, or gazing at something else
Hands may be picking at cloths or fiddling
with pens
People may be writing or doodling
Sitting slumped in chairs