This document discusses nonverbal communication in organizations. It defines nonverbal communication and outlines several types, including facial expressions, eye contact, body movements and gestures, clothing and appearance, distance and personal space, the physical environment, and time. It emphasizes that nonverbal communication can easily lead to misunderstandings if receivers interpret messages differently than intended. It also stresses the importance of cultural differences in nonverbal behavior and symbols. The document provides tips on improving nonverbal communication skills.

1. Communicating for
Results
9e
5
Key Ideas
•Defining nonverbal
communication
•Types of nonverbal
communication
•Role of nonverbal symbols
•Improving nonverbal skills
Nonverbal
Communication in the
Organization
1
Copyright Cengage © 2011

2. Consider this …
Aspects of nonverbal communication
make it possible . . . For receivers to be
mistaken in interpreting a message,
especially if the receiver perceives that
message as having been sent on purpose.
A shrug meant to convey “I don’t know”
may have been interpreted as “I don’t
care.”
Hickson, Stacks, & Moore, Nonverbal Communication, Roxbury, 2004, p. 15
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3. Non-Verbal Misunderstanding
 Read or describe the case study
 Answer the following questions:
Who was most responsible for the misunderstanding?
Which type of gesture best describes the hook ‘em horns
sign?
How important a role a misunderstanding over a gesture
such as this one would play in international affairs.
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Hook ‘em Horns Case Study

4. Nonverbal Defined
…all intentional and unintentional
messages that are not written, spoken,
or sounded.
ThinkStock
LLC/Index
Stock
Imagery
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5. Culture & Nonverbal Behavior
 Technical Level —Rules are
openly and knowingly stated
 Formal Level—rules known;
reasons not known
 Informal Level—neither rules nor
reasons known; behaviors
unconsciously learned
Three levels of culture . . .
NOVA
Development
5
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6. Nonverbal Communication
 Facial expressions & eye contact
 Body movements & gestures
 Clothing & personal appearance
 Distance & personal space
 Physical environment
 Time
Types include . . .
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7. Facial Expression
 Face is responsible for most meaning
 Basic expressions (happiness, surprise,
fear) are fairly universal
 Subtle expressions difficult to interpret
 Expressions differ across cultures
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Which face is showing
elation? Dread? Fear?

8. Eye Contact
 Shows interest and attentiveness
 Signals wish to participate
 Controls & persuades others
In American culture . . .
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9. Movements & Gestures
 Emblems
 Illustrators
 Regulators
 Adaptors
Types include . . .
Which type of gesture is
this Police Officer
using?
Ronald
Martinez/Getty
Images
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10. Clothing & Appearance
 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 . . .
Christopher
Robbins
10
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11. Distance & Personal Space
Intimate Distance: Contact – 18 inches
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Hall’s distance categories . . .

12. Distance & Personal Space
Intimate Distance: Contact – 18 inches
Personal Distance: 18 inches to 4 feet
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Hall’s distance categories . . .

13. Distance & Personal Space
Intimate Distance: Contact to 18 inches
Personal Distance: 18 inches to 4 feet
Social Distance: 4 to 12 feet
Public Distance: 12 Feet or more
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Hall’s distance categories . . .

14. Physical Environment
Reveals the characteristics of the owner
Color affects emotional response
Lighting and room size alter
communication
Odor can stir emotions
Ergonomics can affect
physical well-being
Copyright Cengage © 2011 14

15. Time
Most business conducted on
informal level
Status determines sequences of
lateness
Time spent signals significance
Perceptions of time depend on
cultural background
NOVA
Development
15
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16. Revising the Case Study
What specific types of
non-verbal
communication could
have helped President
Bush and the government
officials defuse the
misunderstanding over
Bush’s use of the hook
‘em horns gesture?
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17. Nonverbal Status Symbols
Include . . .
 Clothing (i.e., tie & jacket)
 Darker colors
 Office size, location, & interior
arrangement
 Powerful nonverbal behaviors
 Time
 Gestures What gives this office status?
NOVA
Development
17
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18. Nonverbal Signs of Power
Expansive, confident movements
Tall, upright standing posture
Relaxed, affable, familiar behavior
Ability to turn one’s back
on others
Comfortable, relaxed seated
positions
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Carr-Ruffino 1997

19. Nonverbal Signs of Weakness
Small controlled movements
Bowed posture; hands covering face
Tenseness, vigilance
Hesitantly standing or sitting
forward
Playing with an object or nervous
foot or leg shaking
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Carr-Ruffino 1997

20. Culture Shock
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!
And international business transactions . . .
AP/Wide
World
Photos
20
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21. Expectancy Violations Theory
How people respond when nonverbal
expectations are not met
Involved all nonverbal behaviors
Expectations are violated more when
people come from a culture we are not
familiar with
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According to Burgoon’s theory . . .

22. Immediacy Behaviors
 Verbal behaviors – humor, personal
examples, using “we” & “our”
 Vocal behaviors – good volume,
pitch, & vocal expressiveness
 Visual behaviors – smiles,
eye contact, relaxed
posture, moving around
“Promoting a feeling of closeness” by . . .
©
Jason
Harr
is
22
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23. Improving Nonverbal Skills
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
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24. Communicating for
Results
9e
5
Key Ideas
•Defining nonverbal
communication
•Types of nonverbal
communication
•Role of nonverbal symbols
•Improving nonverbal skills
Nonverbal
Communication in the
Organization
24
Copyright Cengage © 2011