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PART TWO

Personal Skills

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3
h
a
p
t Verbal and Nonverbal
e
r Messages
Chapter Summary

Verbal Messages
Sexual Harassment
Nonverbal Communication

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Verbal Messages
Clarity and Ambiguity

 Use Unequivocal Terms to Avoid

Misunderstandings
 Use Lower-Level Abstractions When Clarity is
Essential
 Use Jargon Judiciously
 Use Ambiguous Language When It Is Strategically
Desirable

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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Verbal Messages
Inflammatory Language

Avoid Biased Language

Beware of Trigger Words

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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.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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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 initiation  Conversational control
and maintenance
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Verbal Messages
Meeting Gender-Related Language Challenges

Be Aware of Different Styles

Switch Styles, When Appropriate
Combine Styles

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Sexual Harassment
Two Types of Sexual Harassment
Recognized by Law

 Quid pro quo (“this for that”)

 Hostile Work Environment

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Sexual Harassment
Avoiding Sexual Harassment Problems

Avoid language that could be considered

offensive
Avoid actions that could lead to discomfort

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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

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

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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
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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Nonverbal Communication
Types of Nonverbal Communication
 Voice
 Appearance
 The Face and Eyes
 Posture and Movement
 Personal Space and Distance
 Physical Environment
 Time

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.