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  • 1. Chapter Five:Chapter Five: The Power of Verbal and NonverbalThe Power of Verbal and Nonverbal Communication in the WorkplaceCommunication in the Workplace H.L. GoodallH.L. Goodall && Sandra GoodallSandra Goodall Communicating inCommunicating in ProfessionalProfessional ContextsContextsSkills, Ethics, and TechnologiesSkills, Ethics, and Technologies 2ed2ed
  • 2. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Communication ofCommunication of Self in the WorkplaceSelf in the Workplace
  • 3. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Communication ofCommunication of Self in the WorkplaceSelf in the Workplace
  • 4. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Communication ofCommunication of Self in the WorkplaceSelf in the Workplace
  • 5. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Developing AwarenessDeveloping Awareness in the Workplacein the Workplace Pay Closer Attention to…  Word Choice  Behaviors  Appearance  Style of Dress  Monitoring MicrosoftImage
  • 6. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Monitoring Our AssumptionsMonitoring Our Assumptions about Communicationabout Communication  Most Operate Mindlessly  Accept Our Assumptions about Verbal and Nonverbal Meanings are Correct  Leads to Unfairness and Inequity in the Workplace
  • 7. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth The Principle ofThe Principle of Workplace EquityWorkplace Equity  People Work for Rewards  People Seek Empowerment  People Become Stressed When Perceive Unfair Treatment  People Experiencing Stress Will Try to Restore Equity MicrosoftImage
  • 8. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Clarity and Ambiguity  Clarify Received Messages to Avoid Misunderstandings  Avoid Abstraction  Watch Use of Jargon  Avoid Use of Inflammatory Language  Avoid Cultural and Gender Biases in Speech
  • 9. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Upward Communication  Balance...  Politeness and Task Orientation  Friendliness and Respect for Authority  Self-Interest and Company Needs  Ask for Feedback on Tasks  Avoid Sexist, Racist, or Classist Remarks
  • 10. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Downward Communication  Listen Openly to Employee’s Communication  Respond Honestly to Inquiries and Requests  Provide Feedback on Tasks  Avoid Sexist, Racist, or Classist Remarks  Balance Respect with Task Orientation
  • 11. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Inclusive and Exclusive Language  Inclusive Message Strategies are Democratic  Exclusive Message Strategies are Autocratic MicrosoftImage
  • 12. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Confirming and Disconfirming Messages  Confirming Responses Support and Enhance Identities
  • 13. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Confirming and Disconfirming Messages  Confirming Responses Support and Enhance Identities  Disconfirming Messages Deny or Harm our Identities
  • 14. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Supportive versus Nonsupportive Messages  Supportive Messages Communicate Concern and Respect for Others
  • 15. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication  Supportive versus Nonsupportive Messages  Supportive Messages Communicate Concern and Respect for Others  Nonsupportive Messages Communicate Disrespect of Others
  • 16. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication Enhancing Personal & Professional Credibility  Become Informed and Knowledgeable  Behave in a Trustworthy Manner  Be Open, Honest, and Authentic  Demonstrate Ability to Be a Friend MicrosoftImage
  • 17. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Making Conscious ChoicesMaking Conscious Choices about Verbal Communicationabout Verbal Communication  Do What You Say You Will Do  Graciously Accept Criticism and Corrective Feedback  Accept Personal Responsibility for Your Own Actions Enhancing Personal & Professional Credibility
  • 18. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Verbal Communication andVerbal Communication and Perceptions of PowerPerceptions of Power Gendered Talk  Women Talk to Build Rapport, Men to Make Reports  Women’s Style More Expressive  Women’s Style More Tentative, Men More Certain  Women Use Talk to Create and Maintain Relationships, Men to Gain Control
  • 19. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning Your Workspace  Keep it Neat, Clean, and Free of Clutter  Decorate with Diplomas, Awards  Discourage Display of Personal Items  No Displays of Suggestive Sexual Content MicrosoftImage
  • 20. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning Clothing and Personal Appearance  First Impressions Based on Stereotypes  Our Culture Values and Rewards the Tall, Physically Fit, Appropriately Dressed, Well Groomed, and Physically Attractive
  • 21. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning Voice - Paralanguage  Pitch  Tempo  Intensity  Range  Resonance  Volume  Articulation  Rhythm  Pauses  Dysfluencies
  • 22. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning Kinesics and Oculesics - Display Rules  Simulation  Intensification  Neutralization  Deintensification  Masking MicrosoftImage
  • 23. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning Functions of Eye Contact  Regulates Interaction  Monitors Interaction  Signals Cognitive Activity  Expresses Involvement MicrosoftImage
  • 24. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning  Reveals Intimidation  Reveals Flirtation  Reveals Attentiveness  Displays Immediacy Functions of Eye Contact MicrosoftImage
  • 25. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning Personal Space  Territoriality  Crowding and Density  Personal Space  Intimate  Personal  Social  Public MicrosoftImage
  • 26. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Nonverbal CommunicationNonverbal Communication and Perceptions of Meaningand Perceptions of Meaning Touching  Functional/Professional  Social/Polite  Friendship/Warmth  Love/Intimacy  Sexually Arousing MicrosoftImage
  • 27. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Harassment and CommunicationHarassment and Communication in the Workplacein the Workplace Sexual Harassment  Quid Pro Quo  Hostile Work Environment MicrosoftImage
  • 28. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Harassment and CommunicationHarassment and Communication in the Workplacein the Workplace How Can Harassment be Avoided?  Carefully Monitor Own Verbal and Nonverbal Behavior  Be Courteous and Polite  Take Others’ Feelings into Consideration  Do Not Engage in Sexual Commentary  Don’t Bring Sexually Explicit Material to Work
  • 29. Ch5: Verbal and Nonverbal Communication in the Workplace Copyright © 2006 Wadsworth Harassment and CommunicationHarassment and Communication in the Workplacein the Workplace What You Should Do if You are a Victim  Confront Harasser and Ask that Behavior Stop  Keep a Diary and Note Offensive Acts  Complain Within Channels  File Legal Complaint with EEOC
  • 30. H.L. GoodallH.L. Goodall && Sandra GoodallSandra Goodall Communicating inCommunicating in ProfessionalProfessional ContextsContextsSkills, Ethics, and TechnologiesSkills, Ethics, and Technologies 2ed2ed

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