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BUS335CH4VERBALandNONverbalmessages.pptxCH 4 VERBAL and NONverbal messages
BUS 335 COMMUNICATION IN TEAM BUILDING
Verbal Communication
Misunderstandings are a fact of life.
Two people can interpret the same verbal message differently.
Even simple messages can be misunderstood.
Clarity and Ambiguity
Use unequivocal terms to avoid misunderstandings.
Avoid equivocal terms that have differing interpretations.
Often rooted in differing cultural values [relativity]
May occur because of differences in industry jargon
Clarity and Ambiguity
Use low-level abstractions that provide detailed descriptions. [Concrete, specific , leave no doubt]
Avoid high-level abstractions that lack detail. [Broader range of possible interpretations]
Low-level High -level
“There was a change in profits.”
“The agreement must be signed
by the CEO, CFO, and VP of Marketing.”
“The customers were satisfied with the
price, product quality, and size.”
“We will tackle the problem soon.”
Clarity and Ambiguity
Use slang and jargon judiciously.
SLANG: does not translate well
JARGON: Specialized vocabulary used in a certain industry
Acronyms: Special kind of jargon used to simplify or help remember
Strategically use ambiguous language depending on the culture.
Art of strategic ambiguity when indirectness is more desirable
To promote harmony
To soften the blow of a difficult or negative message
To make a point that cannot be expressed directly
Inflammatory Language
Avoid biased language, or terms that seem to be objective but actually conceal emotional bias.
superior snobby excellent
unique high-ranking high-grade
senior upper singular
Bias based: gender, racial, age, etc.
Beware of trigger words, or terms that have strong emotional associations.
Example of marketing trigger words: free, limited time, discover, new, secret, breakthrough
STRATEGIC SWEARING
Swearing is a form of communication which may or may not be accepted in the workplace.
It can perform numerous functions:
Intensifies
Insults
Builds solidarity
Term of endearment
Swearing on the job may lead to employee terminations, claims of harassment, or may be accepted.
Language and Identity Management
Limit disfluencies, utterances that have no meaning such as ”um,” “you know,” and “like”.
Use the optimal degree of powerful language: clear language which does not have unnecessary add-ons.
Use positive language. (avoid negatives)
Feminine and Masculine Language Use
Women use language to build relationships.
Rapport talk creates connections, establishes goodwill, shows support, and builds community.
Example: “I’m glad everybody had a chance to speak.”
Men use language to accomplish tasks.
Report talk focuses less on feelings and relationships and more on information, facts, knowledge, and competence.
Example: “Fax these reports to accounting.”
Meeting Gender-Related Language Challenges
Be aware of different communication styles.
Switch styles when appropriate and advantageous.
Combine styles contingent on environment.
Common sense suggests that a “mixed-gender” strategy is more widely appreciated.
Nonverbal Communication
Nonverbal communication, messages expressed without words:
Is powerful.
Holds more weight than a verbal message.
Affects career success.
Nonverbal Communication
Nonverbal communication is ambiguous
Nonverbal communication is culturally bound:
Eye contact
Gesturing
Posture
Touch
Facial Expressions
Paralanguage
Paralanguage
PARALANGUAGE: vocal characteristics which help to express an attitude:
Pitch (high-low)
Resonance (resonant-thin)
Range (spread-narrow)
Tempo (rapid-slow)
Disfluencies (“um,” “ah”)
Pauses (frequency and duration)
Examples:
Uptalk: tendency to end sentences on a rising pitch as if to be asking questions
Vocal fry: low, creaky vibrations in speech
.
PARALANGUAGE: PRACTICE
“We are not going to take a test today.”
1. Statement indicating surprise
2. Statement of fact
3. Statement indicating that we will be doing something other than taking a test today
4. Statement indicating some other group will be taking a test today
5. Statement indicating we absolutely will not be taking a test today
6. Statement indicating that we will have more than one test today
Appearance
Observe company culture.
Dress for the job you want.
Err on the side of dressing conservatively.
Do not show too much skin.
Do not confuse “casual” with “sloppy”.
Face and Eyes
Faces communicate emotions clearly.
Eyes communicate and indicate involvement.
Eye contact and facial expressions vary culturally.
Distance
Acceptable distance varies by culture
Intimate (physical contact to 18 inches)
Casual-personal (18 inches to 4 feet)
Social-consultative (4 to 12 feet)
Public (12 feet and beyond)
Physical Environment
Consider how space is allocated in an organization.
Understand that environment is shaped by proximity.
Arrange furniture conducive to optimum communication.
Physical Environment
Which setting says “Welcome”?
Improving Nonverbal Effectiveness
Monitor your nonverbal behavior.
Demonstrate interest in others.
Observe conventions.
SIMPLY SAID – CH 4 STAND UP and STAND OUT Making the most of your body language
Afraid of “Public Speaking?’ Here’s the reality. Except for singing in the shower, all speaking is “public” speaking.
Three key elements to conveying a sense of commitment and presence to your audience:
Eye contact
Voice
Body Language
SIMPLY SAID – CH 4 STAND UP and STAND OUT
Eye contact: You talkin’ to me?
Look at one person at a time for a complete sentence to relax, avoid distraction, and you build rapport
If you are meeting with one-on-one, maximize your eye contact
Most people need more eye contact, not less
Voice: the speed of your voice is tied to how you use your eye contact
Speak up (volume)
Tone
Inflection. Use your voice to emphasize the right things.
Avoid up-speak: use sharp, clear, definitive hand gestures
SIMPLY SAID – CH 4 STAND UP and STAND OUT
Body Language: your goal with your body language is to minimize the audience’s ability to misperceive you.
Seated Posture (vertical spine, sit up straight)
Hands (hands apart)
Face (a powerful tool for conveying meaning)
Stance (solid, neutral, balanced weight)
