Find an article or video on a reputable website (not study.com or other such websites) that discusses issues about non-verbal communications. The article should expand on the chapter in the book, not repeat the information. Summarize the article or video in a well-formed paragraph or two. Include a link to the article or video.
Nonverbal Communication
Nonverbal communication is the process of sending and receiving information, both
intentionally and unintentionally, without using language. It can enhance or detract from
communication by either supporting or contradicting what is being said. Nonverbal
communication makes up 93% of whats communicated. Actual words are only 7% of whats
communicated. Thats what the research says.
For the sender, most nonverbal communication is controllable, but some is not. For the
receiver, interpreting nonverbal communication can be tricky.
Types of nonverbal communication
Facial expression
o The primary vehicle for nonverbal communication
o Can trigger the same response in other people smile trigger a smile,
angry/challenging expression yields a challenging response, etc.
o The eyes are the most important feature in your facial expression because they can
show interest, establish dominance, etc.
Vocal characteristics
o Pitch, pace, loudness can be used to stress word or convey happiness, surprise, and
fear.
o Intonation The rise and fall of the voice pitch in speaking or the melodic pattern of
speaking. An example of intonation is the rise in pitch at the end of questions or fall
in exclamations. Think about how you say each of these and what that intonation is
conveying when you speak:
? Your name is John.
? Your name is John?
? Your name is John!
? You cant be serious.
? You cant be serious!
Gesture and posture
o Can be intentional and unintentional. Sometimes we dont realize what our posture
is conveying. This is why its good to video yourself practicing answering interview
questions – to make sure your posture and gestures are appropriate.
o Some example postures and gestures and what they convey:
? Slouching dont care
? Leaning forward – interested
? Fidgeting nervous
? Walking briskly assertive
Personal appearance
o Hair, clothes, makeup, jewelry, facial hair, fingernails, tattoos
o Sometimes people forget that their person appearance sends messages. In the
business environment you will want to consider adopting the style of the people you
want to impress. Also, in the business environment there may be written and
unwritten dress codes/personal appearance codes. It is important to understand
these.
Touch
o Be very cognizant of what message touch conveys.
o Cultural expectations can play a big role here.
o Handshakes are a vital part of the business world. If you are uncomfortable shaking
hands with people, practice it. Before COVID I would shake hands with everyone in
my class and give them feedback on their handshake. A firm, but not too firm,
handshake is key.
Time and space
o Time and space can also convey nonverbal messages.
o Being late indicates that you think your time is more important than whoever you
are meeting. That is usually not the message you want to convey.
o Dont let your culture (upbringing) drive whether you are late or not.
o Personal space can also convey a nonverbal message. Standing too close may send
the wrong signal.
How to Use Non-verbal Communication Effectively
1. Pay attention to nonverbal cues whether speaking or listening.
2. Remember you are always being judged on your nonverbal communication.
3. Analyze whether the nonverbal communication of the speaker matches what they are
saying.
4. When you are speaking, analyze whether your nonverbal communication matches what
you are saying.
5. Be careful about assuming that you are always interpreting nonverbal cues correctly.
For example, your culture may support nonverbal cues that are different from your
speaker.
6. Remember that people cope with situations in different ways. For example, when I get
really mad, I get tears in my eyes. That doesnt mean I am sad. Some people also have a
naturally grumpy expression or naturally happy expression that may or may not reflect
how they really feel.
7. When nonverbal and verbal communication doesnt match or you are interpreting
nonverbal and are concerned about your interpretation, ask the speaker a direct
question to clarify.
Business Etiquette
Business etiquette is the expected norms of behavior in a business setting. This is included in
this class because it is part of nonverbal communication.
Here are some basic rules of etiquette for the workplace:
Respect other peoples time
Dont interrupt
Use professional language
Pay attention to cleanliness, yours and your workspace.
Avoid perfume and cologne
Avoid eating at your desk
Pay attention to noise levels and the amount of noise you are creating
Respect other peoples personal space
Dont gossip
Dont come to work when sick
Avoid discussing potentially emotional issues or politics
Etiquette also includes professional attire. It is important to know what appropriate attire is
where you work. Here are some general categories of attire for the workplace.
Business formal or professional
o Tailored suits for both men and women
o Conservative colors
o Ties for men
o Close-toed shoes and stockings for women
o Typically found in industries like banking and finance and among executives
Business casual
o Pants (not jeans) and skirts
o Button down shirts, polo shirts, sweaters
o Some places require business formal Monday through Thursday and allow
business casual on Friday.
Casual
o The degree of casual depends on the company
o For some organizations jeans, a t-shirt, or even shorts are ok. For others, it may
simply mean you dont have to wear a suit.
Introductions
It is not unusual to have to introduce yourself both within business organizations and when you
are representing the organization elsewhere. This may happen walking down the hall or at
meeting or at a luncheon. You need to be comfortable introducing yourself because this is your
first impression.
Follow these guidelines:
Be prepared to shake hands Practice shaking hands. Be prepared to shake hands with
anyone you are introduced to, but also know that in these current COVID times, some
people will not be comfortable shaking hands. Be aware that some people go by the rule
that you dont shake hands with a woman unless she extends her hand first.
When you are introduced, state your full name and, if appropriate, give a brief statement of
your role at the company.
When introducing others, state their full names and try to think of information that will
connect the two people you are introducing.
Social Situations (business luncheons, receptions, industry conferences)
Remember that you are representing your company
Be prepared for introductions
Be aware of customs if you are in another country or interacting with people from another
country
Be aware of basic dining etiquette
o If you are not sure, read up. You should at least know which fork to use first in a
meal.
o Choose foods that are easy to eat (not buffalo wings that are messy)
o Avoid alcohol. If alcohol is given to everyone and you do drink, drink a very, very
small amount.
Choose topics of conversation wisely – no politics, no emotionally charged subjects.
Online Etiquette
Avoid personal attacks.
Stay focused on the original topic.
Follow correct grammar and spelling.
Watch your language and keep emotions under control.
Avoid multitasking.
Dont waste others time with sloppy or incomplete messages.
Never assume privacy. Anything and everything that you put on the internet is
permanently stored somewhere. This includes things that require a userid and
password.
Respect boundaries of time and virtual space
if you want to IM (instant message
through something like MS Teams) with a co-worker, ask if its an ok time to chat. This is
very similar to when you walk in someones office and ask if you are interrupting
anything.
Telephone etiquette
Be conscious of how your voice sounds, too loud or too soft.
Be courteous when you call someone; ask if this is a good time to talk.
Convey a professional attitude when answering calls. Dont say yo and dont assume
that just because the caller id may say one name, that is really the person on the other
end.
Make sure you voice mail message is professional.
End calls with courtesy and clarity.
Be considerate when leaving messages. Slowly give your phone number and consider
repeating it. Clearly state your name.
Mobile Phone Etiquette
Avoid obnoxious or inappropriate ringtones.
Mute phones during meetings.
Dont talk on the phone while sitting right next to someone or in public spaces.
Limit personal calls while at work.
Dont make calls in restrooms.
Avoid texting when others are with you.
Limit voice recognition use if others are around.
Business Communication Today
Fifteenth Edition
Chapter 2
Listening, Non-verbal
Communication, and Business
Etiquette
Slide in this Presentation Contain Hyperlinks.
JAWS users should be able to get a list of links
by using INSERT+F7
Learning Objectives
Why listening is such a complex communication process, and describe three
steps to becoming a better listener
The importance of nonverbal communication, and identify six major categories
of nonverbal expression
The importance of business etiquette, and identify five key areas in which
good etiquette is essential
Improving Your Listening Skills
What is Listening?
Definitions:
Give ones attention to a sound
The ability to accurately receive and interpret messages in the
communication process
Three components
Sensing sound
Filtering sound through your knowledge, emotions, beliefs, biases,
experiences, and expectations
Remembering sound beyond a few brief moments
Unique Challenges in Listening
Real time experience
Live action event
Cant scroll back or rewind if you miss a word
Invisibility
No visual record
Nothing to refer to if you miss a word
Sound-to-language conversion
Mind converts sound to language and then processes
Obstacles to processing such as noise, accents, choice of words, hearing
difficulties
Limited attention span
Some say made worse by the internet
Listening Challenges That Are A Result of
Poor Choices and Behaviors
Poor self-management
Failing to manage emotions during conversation
Idle brain power
Brain processes language 3-4 times faster than people usually speak
Ineffective listening style
Content listening understand and retain information
Critical listening evaluate logic, evidence, conclusions, implications,
motives
Empathic listening understand speakers feelings, needs, wants
Barriers to physical reception
Can originate with speaker, receiver, and/or environment
Flawed recall
Not accurately remembering what was said
Noise
Types of noise that interfere with listening
Physical noise loud music, dogs barking, roommate talking on the phone
Psychological noise receivers internal thoughts
Worrying about a final exam
The presence of specific people
Biases related to the speaker or content
Crushing deadlines
Physiological noise discomfort felt in receivers body
feeling ill, having a headache, growling stomach, cold or hot room
Semantic noise receiver is confused by the meaning of the words
jargon, phrases from a foreign language, mispronunciations, euphemisms.
Becoming a Better Listener
Minimize the Barriers to Effective Listening
Adapt Your Listening Style to the Situation
Listen actively
Table 2.5 Five Elements of Active Listening
Element
Why Its Important
Open and positive
state of mind
This mindset makes you receptive to new information
and positive about the experience of listening to this
person.
Active engagement
If you dont commit to being in and staying in the
conversation, your mind will wander and the other
person will sense that you arent fully engaged.
Respect for silence
A moment of silence might be the speaker collecting
or reconsidering his or her thoughts; if you step in too
soon, you could interrupt the flow.
Nonverbal
awareness
Intentional and unintentional nonverbal signals can
explain and amplify the speakers message.
Thoughtful notetaking
If the information is important, dont rely on your
memory; its too easy to forget key details.
Table 2.6 Behavioral Difference Between
Effective and Ineffective Listeners (1 of 2)
Effective Listeners
Ineffective Listeners
Listen actively
Listen passively
Put themselves in an open, positive frame
of mind
Switch to listening without consideration,
continuing in whatever emotional state they
were in before
Stay focused on the speaker and the
conversation
Allow their minds to wander, are easily
distracted, or work on unrelated tasks
Take careful notes, when applicable
Take no notes or ineffective notes
Make frequent eye contact with the
speaker (depends on culture to some
extent)
Make little or no eye contactor
inappropriate eye contact
Keep their emotions under control and
dont let their own anxieties poison the
conversation
Allow their emotions to negatively influence
the conversation
Mentally paraphrase key points to maintain
attention level and ensure comprehension
Fail to paraphrase
Table 2.6 Behavioral Difference Between
Effective and Ineffective Listeners (2 of 2)
Effective Listeners
Ineffective Listeners
Adjust listening style to the situation
Listen with the same style, regardless of the situation
Give the speaker nonverbal feedback (such as
nodding to show agreement or raising eyebrows to
show surprise or skepticism)
Fail to give the speaker nonverbal feedback
Save questions or points of disagreement until an
appropriate time
Interrupt whenever they disagree or dont understand
Engage the other person with questions or
encouragement; validate the other persons feelings
Fail to engage; offer no encouragement or
expression of understanding
Overlook stylistic differences and focus on the
speakers message
Are distracted by or unduly influenced by stylistic
differences; are judgmental
Make distinctions between main points and
supporting details
Are unable to distinguish main points from details
Look for opportunities to learn
Assume they already know everything thats
important to know
Sources: Judi Brownell, Listening: Attitudes, Principles, and Skills, 6th ed. (New York: Routledge, 2018), 6, 1011, 1920,
8889; Jack Zenger and Joseph Folkman, What Great Listeners Actually Do, Harvard Business Review, 14 July 2016,
www.hbr.org; Amy Jen Su and Muriel Maignan Wilkins, What Gets in the Way of Listening, HarvardBusiness Review, 14
April 2016, www.hbr.org; Madelyn Burley-Allen, Listening: The Forgotten Skill, 2nd ed. (New York: Wiley, 1995), 7071,
119120; Larry Barker and Kittie Watson, Listen Up (New York: St. Martins, 2000), 8, 9, 64.
Improving Your Nonverbal Communication Skills
Recognizing Nonverbal Communication
Facial Expression
Gesture and Posture
Vocal Characteristics
Personal Appearance
Touch
Time and Space
Use Nonverbal Communication Effectively
Pay attention to nonverbal communication whether speaking or listening
You are being judged and you judge others on nonverbal communication
When listening, does the nonverbal communication match what the speaker is saying?
When you are speaking, does your nonverbal communication match what you are
saying?
Dont assume that you are always interpreting nonverbal correctly
Your culture may be different from someone elses.
People cope with situations in different ways
When nonverbal and verbal communication doesnt match or you are interpreting
nonverbal and are concerned about your interpretation, ask the speaker a direct
question to clarify.
Developing Your Business Etiquette
Business Etiquette in the Workplace (1 of 2)
Respect other peoples time
Dont interrupt
Use professional language
Pay attention to cleanliness
Avoid eating at your desk
Pay attention to noise level
Respect other peoples personal space
Dont gossip
Dont come to work when sick
Avoid discussing potentially emotional issues
Professional Attire
Business formal
Tailored suits, conservative colors, ties, close toed shoes and stockings
Found in industries like banking and finance and executives
Business professional
Similar to business formal
a little more relaxed
Not a lot of difference between formal and professional
Business casual
Pants (not jeans) and skirts
Button down shirts, polo shirts, sweaters
Casual
Depends on the company
For some that means jeans and a t-shirt or even shorts or others it may mean you
dont have to wear a suit.
Know how your employer defines this
Introductions
Will happen in many settings in business, be prepared
Learn to shake hands firmly and confidently, but not
excessively firm.
State your full name and give a brief statement of your role
at the company
When introducing others, state their full names and try to
think of information that connects them.
Business Etiquette in Social Situations
Meeting Others
Business Meals
Representing Your Company
Observing Dining Etiquette
Introducing Yourself
Choose Foods that are Easy to Eat
Introducing Others
Avoid Alcohol
Observing Customs Especially for
International Business
Choose Appropriate Topics for
Conversation
Online Etiquette
Avoid Personal Attacks
Stay Focused on the Original Topic
Follow Correct Grammar and Spelling
Watch your language and keep emotions under control
Avoid multitasking
Dont waste others time with sloppy or incomplete
messages
Never assume privacy
Be careful of online commenting mechanism
Respect boundaries of time and virtual space
Telephone Etiquette
Be conscious of how your voice sounds
Be courteous when you call someone
Convey a professional attitude when answering calls
End calls with courtesy and clarity
Use voicemail to help callers
Be considerate when leaving messages
Mobile Devices Etiquette
Avoid obnoxious or inappropriate ringtones
Mute phones during meetings
Dont be loud in open spaces
Dont talk right next to someone else
Limit personal calls while at work
Dont make calls in restrooms or other inappropriate places
Avoid texting when others are with you
Limit voice recognition use if others are around
Top Terms Nonverbal communication and Listening
Active listening
Content listening
Critical listening
Empathic listening
Psychological noise
Physiological noise
Semantic noise
Nonverbal communication
Etiquette
Business Formal
Business casual
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