copyright © 2008 wadsworth / ch. 5 nonverbal communication in the organization 5 5 eighth edition

Copyright © 2008 Wadsworth / Ch. 5

NonverbalCommunication in the Organization

5

Eighth Edition


“…all intentional and unintentional messages that are not written, spoken, or sounded.”

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Technical Level—rules are openly known & stated

Formal Level—rules known; reasons not known

Informal Level—neither rules nor reasons known; behaviors unconsciously learned

Three levels of culture . . .Three levels of culture . . .

On which level are the On which level are the “rules” for proper “rules” for proper elevator behavior found?elevator behavior found?

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Facial expressions & eye contact Body movements & gestures Clothing & personal appearance Distance & personal space Physical environment Time

Types include . . .Types include . . .


Shows interest and attentivenessSignals wish to participateControls & persuades others

In American culture . . .In American culture . . .

Which face is showing elation? Dread? Fear?


EmblemsIllustratorsRegulatorsAdaptors

Types include . . Types include . . .

These cheerleaders are using which type gesture?

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Determines credibility, persuasiveness, status & hiring decisions

Affects public perception of organizations

Is problematic (i.e., Casual Confusion Syndrome)

Dress-down basics recommended

Appropriate business & professional clothing . . .Appropriate business & professional clothing . . .

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Intimate distance: contact - 18 inchesHall’s distance categories . . .


Intimate distance: contact - 18 inchesPersonal distance: 18 inches - 4

feet

Hall’s distance categories . . .


Intimate distance: contact - 18 inchesPersonal distance: 18 inches - 4 feetSocial distance: 4 - 12 feet



Intimate distance: contact - 18 inchesPersonal distance: 18 inches - 4 feetSocial distance: 4 - 12 feetPublic distance: 12 feet or more



Ugly versus attractive rooms Color & lightingRoom sizeOdorNoise levelErgonomics

Includes . . .Includes . . .


Most business conducted on informal level

Status determines sequences of lateness

Time spent signals significancePerceptions of time depend on

cultural background

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Include . . .Include . . .

Clothing (i.e., tie & jacket)Darker colorsOffice size, location, & interior

arrangementPowerful nonverbal behaviorsTimeGestures

What gives this office status?

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Expansive, confident movementsTall, upright standing postureRelaxed, affable, familiar behaviorAbility to turn one’s back

on othersRelaxed seated position; body

leaning slightly

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Small, controlled movementsAny form of bowing or bowed posturePlaying with an object or nervous

shakingHesitantly standing or

sitting forwardTenseness, vigilance

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International cultures often use unexpected nonverbal symbols and meanings.

Inadequate training given to expatriates: --65% companies provide no training--40% return home before scheduled time

Result: Culture shock!Culture shock!

And international business transactions . . .And international business transactions . . .

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According to Burgoon’s theory . . .According to Burgoon’s theory . . .

If expectations are met, we judge favorably.

If expectations not met (violated), we judge other’s unfavorably.

How does this theory help explain the Coca-Cola case study?

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Verbal behaviorsVerbal behaviors – humor, personal examples, using “we” & “our”

Vocal behaviorsVocal behaviors – good volume, pitch, & vocal expressiveness

Visual behaviors Visual behaviors – smiles, eye contact, relaxed posture, moving around

““Promoting a feeling of closeness” by . . .Promoting a feeling of closeness” by . . .

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Develop awareness of nonverbal differences

Do not judge others according to own nonverbal meanings

Do not assign nonverbal meanings out of context

Observe your nonverbal behavior on videotape or ask others for feedback


5

copyright © 2008 wadsworth / ch. 5 nonverbal communication in the organization 5 5 eighth edition

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