Managing Business and

Professional Communication
Chapter Four: Managing Nonverbal Communication
in Business and Professional Contexts

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 Nonverbal Communication in the
Workplace

What do the nonverbal behaviors in each of these pictures

indicate about the situation?
How can you know what might be occurring when there are not
any words being spoken?
Copyright © Allyn & Bacon 2008
Nonverbal Communication
Can be defined as messages expressed through
symbols other than words

Can be defined as all intentional and

unintentional use of symbols other than words

Can be defined as communication without

words
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 Nonverbal Communication

 is not language.
 is attitudinal.
 is highly contextual.
 is influenced by culture and gender.
 is continuous.

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The Significance of Nonverbal
Communication

It conveys meaning

◦ Anywhere from 65-93% of the meaning
of a message lies in the nonverbal aspect

It reflects the unspoken

◦ Nonverbal behaviors can “leak” true
feelings

Copyright © Allyn & Bacon 2008

Functions of Nonverbal Communication

Functions:
◦ Complement
◦ Accent
◦ Contradict
◦ Regulate
◦ Substitute
◦ Repeat

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 Forms of NV Communication

Proxemics
Kinesics
Oculesics
Haptics
Vocal Characteristics
Chronemics
Objectics /Clothing
Smells/Color

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Proxemics – the study of the use of space
to communicate

Personal space
◦ Intimate – 0 to 18 inches
◦ Personal – 18 inches to 4 feet
◦ Social – 4 to 12 feet
◦ Public – 12 feet and beyond

Semi-fixed space
◦ How movable objects are arranged in a space
◦ An object’s size, type, expense, etc can all send
messages
Copyright © Allyn & Bacon 2008
 Proxemics

How might seating arrangements play a part in each of

these pictures?
What can you tell about each of these situations and the
people from the nonverbal messages?
Copyright © Allyn & Bacon 2008
Kinesics – the study of body movement

Gesture types:
◦ Emblems and illustrators
◦ Regulators and adaptors
Posture reveals:
◦ Relationships and status
◦ Gender differences and emotional state
Facial expression characterized by:
◦ Culture, gender, and age

Copyright © Allyn & Bacon 2008

 Kinesics

What might
kinesics
reveal
about this
picture?

Copyright © Allyn & Bacon 2008

Oculesics – the study of eye behavior

 Influenced by culture, gender, and age

 Signals submission or dominance
 Conveys interest
 Regulates conversation
 Establishes credibility & trust

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Haptics – the study of touch as used to
communicate

The most powerful and personal of all the

NV forms
Rules or norms dictate what is and is not
appropriate
Touch can signal status or power
In the workplace beware of sexual
harassment

Copyright © Allyn & Bacon 2008

How is touch used in a business and
professional context?

Copyright © Allyn & Bacon 2008

 Vocalics – the study of the use of the
voice to convey meaning

Regulates conversation
◦ Vocal cues
◦ Turn taking
Helps interpret oral communication
◦ Volume
◦ Pitch/Inflection--- “Did you fire him?”
◦ Rate “Did you fire him?”
“Did you fire him?”
“Did you fire him?”
Copyright © Allyn & Bacon 2008
Chronemics – the study of time usage in
communication

Time is an indicator of $$$ and status

Time is an indicator of competence
Different cultures have different views of
time
◦ Monochromic cultures
◦ Polychromic cultures

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 Objectics – the study of how objects
influence communication

What might clothes communicate about these people?

Copyright © Allyn & Bacon 2008

Objectics

Artifacts are one’s possessions.

◦ Reveals parts of your “identity”

Clothing
◦ Can indicate status and power

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 Smells & Color

Smells can trigger memories

Smells can trigger positive and negative
feelings
Color can make environment welcoming
or uncomfortable

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Guidelines for Using NV Communication
Effectively

Monitor your NV messages

Avoid intrusive NV cues

Remember the cultural context of

NV cues

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