Non Verbal communication Modes

Non-Verbal Communication Modes

 What is non-verbal communication?

Definition  “nonverbal communication involves those nonverbal stimuli in a communication setting that are generated by both the source [speaker] and his or her use of the environment and that have potential message value for the source or receiver [listener].   Basically it is sending and receiving messages in a variety of ways without the use of verbal codes (words).  It is both intentional and unintentional.  Most speakers / listeners are not conscious of this.   It includes — but is not limited to:

• touch
• glance
• eye contact (gaze)
• volume
• vocal nuance
• proximity
• gestures
• facial expression ? pause (silence)
• intonation
• dress
• posture
• smell
• word choice and syntax
• sounds (paralanguage)

Broadly speaking, there are two basic categories of non-verbal language:
        nonverbal messages produced by the body;
        nonverbal messages produced by the broad setting (time, space, silence)

Why is non-verbal communication important?

Basically, it is one of the key aspects of communication (and especially important in a high-context culture).  It has multiple functions:
 

• Used to repeat the verbal message (e.g. point in a direction while stating directions.
• Often used to accent a verbal message. (e.g. verbal tone indicates the actual meaning of the specific words).
• Often complement the verbal message but also may contradict.  E.g.: a nod reinforces a positive message (among Americans); a “wink” may contradict a stated positive message.
• Regulate interactions (non-verbal cues covey when the other person should speak or not speak).
• May substitute for the verbal message (especially if it is blocked by noise, interruption, etc) — i.e. gestures (finger to lips to indicate need for quiet), facial expressions (i.e. a nod instead of a yes).

Note the implications of the proverb: “Actions speak louder than words.”  In essence, this underscores the importance of non-verbal communication.  Non-verbal communication is especially significant in intercultural situations. Probably non-verbal differences account for typical difficulties in communicating.

Cultural Differences in Non-verbal Communication

1. General Appearance and Dress

All cultures are concerned for how they look and make judgements based on looks and dress.  Americans, for instance, appear almost obsessed with dress and personal attractiveness.  Consider differing cultural standards on what is attractive in dress and on what constitutes modesty. Note ways dress is used as a sign of status?

2. Body Movement

We send information on attitude toward person (facing or leaning towards another), emotional statue (tapping fingers, jiggling coins), and desire to control the environment (moving towards or away from a person).

More than 700,000 possible motions we can make — so impossible to categorize them all!  But just need to be aware the body movement and position is a key ingredient in sending messages.

3. Posture

Consider the following actions and note cultural differences:

• Bowing (not done, criticized, or affected in US; shows rank in Japan)
• Slouching (rude in most Northern European areas)
• Hands in pocket (disrespectful in Turkey)
• Sitting with legs crossed (offensive in Ghana, Turkey)
• Showing soles of feet. (Offensive in Thailand, Saudi Arabia)
• Even in US, there is a gender difference on acceptable posture?

4. Gestures

Impossible to catalog them all.  But need to recognize: 1) incredible possibility and variety and 2) that an acceptable in one’s own culture may be offensive in another.  In addition, amount of gesturing varies from culture to culture.  Some cultures are animated; other restrained.  Restrained cultures often feel animated cultures lack manners and overall restraint.  Animated cultures often feel restrained cultures lack emotion or interest.

Even simple things like using hands to point and count differ.

Pointing: US with index finger; Germany with little finger; Japanese with entire hand (in fact most Asians consider pointing with index finger to be rude)

Counting:  Thumb = 1 in Germany, 5 in Japan, middle finger for 1 in Indonesia.  

5. Facial Expressions

While some say that facial expressions are identical, meaning attached to them differs.  Majority opinion is that these do have similar meanings world-wide with respect to smiling, crying, or showing anger, sorrow, or disgust.  However, the intensity varies from culture to culture.  Note the following:

• Many Asian cultures suppress facial expression as much as possible.
• Many Mediterranean (Latino / Arabic) cultures exaggerate grief or sadness while most American men hide grief or sorrow.
• Some see “animated” expressions as a sign of a lack of control.
• Too much smiling is viewed in as a sign of shallowness.
• Women smile more than men.

 

6. Eye Contact and Gaze

In USA, eye contact indicates: degree of attention or interest, influences attitude change or persuasion, regulates interaction, communicates emotion, defines power and status, and has a central role in managing impressions of others.

 

7. Touch

             Touch is culturally determined!  But each culture has a clear concept of what parts of the body one may not touch.  Basic message of touch is to affect or control  — protect, support, disapprove (i.e. hug, kiss, hit, kick).

• Islamic and Hindu:  typically don’t touch with the left hand.  To do so is a social insult.  Left hand is for toilet functions.  Mannerly in India to break your bread only with your right hand (sometimes difficult for non-Indians)
•  Islamic cultures generally don’t approve of any touching between genders (even hand shakes). 
• Many Asians don’t touch the head (Head houses the soul and a touch puts it in jeopardy).  
2. Smell

• USA — fear of offensive natural smells (billion dollar industry to mask objectionable odors with what is perceived to be pleasant ) — again connected with “attractiveness” concept.
• Many other cultures consider natural body odors as normal (Arabic).
• Asian cultures (Filipino, Malay, Indonesian, Thai, Indian) stress frequent bathing — and often criticize USA of not bathing often enough!

 

4. Paralanguage

• Vocal characterizers (laugh, cry, yell, moan, whine, belch, and yawn).  These send different messages in different cultures (Japan — giggling indicates embarrassment; India – belch indicates satisfaction)
• Vocal qualifiers (volume, pitch, rhythm, tempo, and tone).  Loudness indicates strength in Arabic cultures and softness indicates weakness; indicates confidence and authority to the Germans,; indicates impoliteness to the Thais; indicates loss of control to the Japanese. (Generally, one learns not to “shout” in Asia for nearly any reason!).  Gender based as well: women tend to speak higher and more softly than men.
• Vocal segregates (un-huh, shh, uh, ooh, mmmh, humm, eh, mah, lah).  Segregates indicate formality, acceptance, assent, uncertainty.

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Nonverbal Communication

    * Importance of Nonverbal Communication
    * Function of Nonverbal Communication
    * Types of Nonverbal Communication
          o Physical Characteristics
          o Clothing
          o Territoriality
          o Posture
          o Facial Expressions
          o Gestures


NONVERBAL COMMUNICATION
Importance of Nonverbal Communication

Nonverbal communication is the use of gestures, facial expressions, and other non-audible expressions to transmit a message. Notice that this says "to transmit a message." It does not say "to transmit your message" or "to transmit your intended message." Frequently, people send conflicting verbal and nonverbal messages. When your nonverbal message conflicts with your verbal message the NONVERBAL message will be believed (actions speak louder than words). If you are not aware of, and do not attend to your nonverbal signals you could unintentionally send the wrong message.

There are additional explanations of the importance of nonverbal messages. In "Silent Messages,"
Function of Nonverbal Communication

Nonverbal communication can complement, repeat, contradict, regulate, replace, or accentuate our verbal and vocal messages.

Nonverbal cues complement a message by adding reinforcement to what is said. Nonverbal cues that complement a message would not convey the message if used alone. Complementary cues support the intended message. An example would be the distance between people. Generally, employees stand farther away from a boss than from a co-worker. Doing so does not convey much of a message by itself (especially if they are facing away from each other); but, when coupled with a friendly "Hello" in response to the boss's "Good morning", it does. It shows that you are responsive and respectful and that you are not challenging the boss's authority.

When a nonverbal cue adds to the verbal message, but could also stand alone, it is repeating the message. For example, if someone told you some gossip and you rolled your eyes as you said, "I don't believe it", you would be repeating your message. Either part could stand alone and still convey your disbelief.

Nonverbal messages can contradict verbal messages when they convey a meaning opposite to what is being said. A look of boredom or distraction while the boss discusses over lunch the finer points of bulk buying discounts and inventory control effectively negates comments like "How interesting!"

Nonverbal communication can regulate a conversation by controlling the course of the discussion. For instance, touching someone's arm can send a signal that you wish to speak or that you wish to interrupt.

Substitution occurs when the nonverbal message replaces the verbal. Once again, actions speak louder than words. Substitution occurs when a boss gives someone an unwanted assignment and, instead of refusing or verbally protesting, the person stares coldly at the boss for a few seconds before turning to perform the task.

Accenting differs from complementing in that accenting punctuates a part of a message, rather then lending general support to the entire message. Poking a finger into someone's chest is an example of accenting verbal communications.

These functions of nonverbal communication should be kept in mind as the types of nonverbal communication are discussed.
Types of Nonverbal Communication

Physical Characteristics

A person's physical characteristics have a large impact on communications because we are highly visual creatures and because visual data is the most immediate information we receive about someone. Think of all the people you know and compare that to the number of people on this planet. Of course, you know a very small percentage. However, you can instantly recognize a known face in a crowd. You may not know the person's name, but you will know if you have seen that person before. This is an amazing feat, considering that all faces are essentially the same (two eyes, a nose, a mouth, et cetera).

Although it is not always fair, it has been documented that people stereotype others based on immediate, visual impressions. It has been found that people respond more favorably to individuals who are attractive, clean, well groomed and well dressed. This has three applications for you. Remember this when applying for a job--many bosses make a major portion of the decision to hire a person based on their initial, visual impression. Be aware of these reactions with supervisors, as visual impressions could affect your evaluations or chances for promotion. Also, co-workers will respond more favorably to you if you are groomed appropriately.

Other stereotypes have been found to be based on body habitus. You may be limited in the amount of influence you can exercise over your body style, but awareness of these assumptions may explain why certain people react the way they do. For example, many people identify fat people as being more talkative, good natured, dependent, and trusting. On the other hand, thin people are sometimes seen as more ambitious, tense, stubborn, pessimistic, and quiet. Some people feel that muscular people are more adventurous and mature. Again, these things are not always true and are not always fair, but these prejudices have been found to exist.

Clothing

Clothes not only affect the way others perceive us, but they affect the way we feel about ourselves. People with new, stylish clothes generally feel more comfortable. Clothes that do not fit well make people look uncomfortable, unkempt, and disorganized. Clothes that are dirty, worn, or wrinkled can give others the impression that you don't care enough about yourself. Some then assume that, if you don't care enough to look professional, you don't care enough to do professional work. Clothes can also communicate economic status, occupation, and values.

Applying this information to the work environment, keep in mind job interviews, reactions of supervisors, and reaction of co-workers. When applying for a job you should look professional--business like, neat, and well groomed, but not over done.

As mentioned with respect to physical characteristics, the way you dress could affect evaluations and promotions. Bosses may be hesitant to give a promotion to someone that dresses poorly, and risk sending a message to other workers that such an appearance is acceptable.

Territoriality

People like to keep others a certain distance away from them depending on how they were raised, how well they know the other people, and the status of the other people. In the U.S., casual friends or acquaintances are usually kept 24 to 40 inches away. Personal friends are usually allowed to come within six to eighteen inches. Intimate friends are allowed to come within six inches (as when someone is whispering).

Cultural differences associated with territoriality sometimes appear in the work world. In some cultures people stand much closer when speaking than is common in America. For example, Puerto Ricans stand close together when conversing. To back away from them is considered rude. This sometimes leads to a kind of dance. One person moves in too close, the other backs away, and so on. This can cover quite a distance. Sometimes the person that prefers more personal space will maneuver a table between them. As a last resort, some people will cross their arms in front of them, thus saving the last few inches for themselves.

As far as communication with managers is concerned, in North America people of higher rank expect, and are given, more personal space than people of lesser rank. When this is not possible, as in an elevator, tension results. Everyone in the elevator will usually become silent and stare at the floor indicator panel.

The relationship between a manager and a subordinate can also be communicated through territoriality. To begin with, being called to the manager's office means that you are on his or her turf. Being called to the manager's office, as opposed to the manager stopping by your work area, can indicate that the manager expects this to be a formal meeting. Once in the office, managers may convey their higher status by expanding their territory. This can be established by a manager leaning back in his or her chair and by putting his or her feet up.

Subordinates can also use territoriality to send messages. Sitting somewhere other than in the designated chair or to remain standing would indicate a challenge to the manager's status or defiance of the manager's authority. Another way to challenge the boss would be to lean or sit on his or her desk or intentionally to stand closer to the manager than normal. To many managers, the ultimate act of defiance would be for the subordinate to sit in the manager’s chair.

Posture

Posture can be used to send a message or to read another person's intent. Postural nonverbal communication channels include body orientation, arm position, leg position, and general sitting posture.

Face-to-face communication is what most bosses expect when speaking to subordinates. To do otherwise would be an act of defiance or anger. When in a group, orienting your body away from the group or boss shows that you are avoiding the situation or are trying to distance yourself from the group or conversation. When a boss addresses a group of workers, they usually form a semicircle in front of the manager. If the group leaves some space for others to join it, then it is indicating its openness. If the body orientations do not allow for others, then the group is conveying that it is closed to others.

When people cross their arms in front of themselves, they are closed, or showing a defensive posture. Approaching the boss with a request or a new idea when he or she is in this position could be a mistake. The same position, with a hand tapping the arm, conveys impatience or anger. Better to approach this person later. Another arm position that can tell you not to approach someone is when the hands are grasped together behind the back while the person is walking. Generally this means the person is deep in thought, and you may not wish to break a manager's concentration.

Crossed legs convey a closed attitude just as crossed arms do. Legs draped over the arm of a chair or propped up on a desk may indicate a relaxed, casual attitude. More often these gestures are related to a feeling of superiority and are consanguineous to territoriality.

General sitting posture may convey messages also. Sitting behind a desk maintains territoriality and accentuates differences in status. On the other hand, some managers keep a round table in the office. Conferences are held at the table instead of a the desk in order to promote openness and to de-emphasize status. Having a reclining chair allows a supervisor to lean back with his or her hands placed behind his head. This is meant to transmit superiority and an aggressive attitude.

Facial Expressions

The face is the most expressive area for nonverbal communications, and we spend a great amount of time looking at it during a discussion. The wide variety of emotions expressed through the face are a part of everyone's repertoire. To demonstrate this, try watching television with the sound off. It is amazing how well the storyline can be followed.

Eye contact deserves special mention. Americans generally give more eye contact when listening. In other words, a speaker only glances at the listener, while the polite listener looks at the speaker's eyes or face. However, a hard stare indicates anger, aggression, or defensiveness. When a listener looks down at the floor while being accused of something, it is often taken as an admission of guilt. We also tend to look away when asking an embarrassing question or one that makes us feel uncomfortable.

Keep in mind that there are cultural differences involving eye contact. In some cultures, especially Spanish-speaking, looking down is a sign of respect. In Britain, eye contact is the opposite of the way it is in the U.S.. In the U.S. the listener looks at the speaker more than the speaker looks at the listener; the speaker looks briefly at the listener and then looks away. In Britain the speaker gives more eye contact then the listener. If a British manager and an American worker were talking to each ,other they could look at each other and away from each other at exactly the wrong time for both of them.

Attention to your eye contact with managers and co-workers is important in order to send the desired nonverbal message. People of higher status in the U.S. expect to receive more eye contact than they give. Conversely, less eye contact is given to someone whose position is below yours. Avoiding eye contact with a boss can signal indecisiveness, dishonesty, or an attempt to avoid being noticed. Prolonged eye contact (staring) shows that you disagree with what the person is saying or that you are challenging the speaker's authority over you.

Gestures

Hand gestures can almost be as expressive as facial gestures. Anger can be communicated by making a fist or by a stab of an index finger into someone's chest. Throwing the hands and arms into the air can communicate exasperation. Arms crossed in front of the body show a closed or defensive attitude. Confidence is sometimes shown with the hands placed on the hips. Wringing the hands displays nervousness. Hesitation is sometimes shown by a person holding his or her earlobe. Careful attention to your hands and those of others would doubtless reveal even more.

Thus far the hand gestures mentioned have involved one person. Probably the most frequent polite hand gesture involving two people is the handshake. If someone offers you his or her hand so that it is perpendicular to the floor, a neutral attitude is being conveyed. A hand with the palm facing down indicates that the person feels that he or she is dominant. This is also true if the hand starts vertical (neutral) and then is turned so that it is on top of yours. On the other hand (no pun intended), a person with the palm facing up is revealing an open and cooperative attitude. The slight palm-up offering should be the one used with your boss when you do NOT wish to challenge his or her position or authority.