Verbal & Nonverbal Communication

1. Verbal & Nonverbal Communication

2. Nonverbal Communication Nonverbal communication is Culture bound However, certain universals exist (e.g. smile) Effective communication is the combined harmony of verbal and nonverbal actions.

3. Florello LaGuardia, legendary mayor of NYC 1933-1945, was fluent in English, Italian, and Yiddish. Researchers who watched videos of his campaigns with sound off were able to understand which language he was speaking by the changes in nonverbal behavior.

4. Types of Communication

5. Verbal vs Nonverbal

6. Challenges to Communicating Across Cultures Communication is a combination of what is said, the way in which it is said and our body language. Challenges can be categorized as: • speaking accent • topics of conversation • slang/jargon

7. Challenges (cont’d) • Formal/informal language • Tone • Gestures/ Posture • Physical space and contact • Communication Style • Dress and appearance • Gender

8. The high-context communication style is associated with a nonverbal, implicit, high-context style of communication, which predominates in non-Western, collectivist countries. It does not focus on just the immediate issues, but puts a particular focus on long-term and emotional aspects of the relationship between the parties and is preoccupied with considerations of symbolism, status, and face; It also draws on highly developed communication strategies for evading confrontation." Raymond Cohen (paraphrased) The meaning is not in the words, but in the greater context. “That’s just great.” (when its not) – “That would be difficult.”

9. The low-context communication style is infused with the can-do, problem-solving spirit, assumes a process of give-and-take, and is strongly influenced by Anglo-Saxon legal habits. When negotiation experts suggest a model of negotiation (usually involving such features as the "joint search for a solution," "isolating the people from the problem," and the "maximization of joint gains"), they are proposing a version of the low-context, problem-solving model. Rational thought is at the base of this model; people are part of the problem, not the solution; each problem can be solved discretely; goals are defined in terms of material, not psychic, satisfactions. Raymond Cohen (paraphrased) The words convey the meaning

10. ConflictsA High Context Perspective Non-Western negotiators tend to be surprised by their negotiation partner’s ignorance of history, preoccupation with individual rights, obsession with the immediate problem while neglecting the overall relationship, excessive bluntness, impatience, disinterest in establishing a philosophical basis for agreement, extraordinary willingness to make soft concessions, constant generation of new proposals, and inability to leave a problem pending. They are frustrated by their American partner's occasional obtuseness and insensitivity; tendency to see things and present alternatives in black-or-white, either-or-terms; appetite for crisis; habit of springing unpleasant surprises; intimidating readiness for confrontation; tendency to bypass established channels of authority; inability to take no for an answer; and obsession with tidying up loose ends and putting everything down on paper. Raymond Cohen

11. Conflicts A Low Context Perspective American negotiators tend to be surprised by their negotiation partner’s preoccupation with history and hierarchy, preference for principle over nitty-gritty detail, personalized and repetitive style of argument, lack of enthusiasm for explicit and formal agreement, and willingness to sacrifice substance to form. They are frustrated by their partners' reluctance to put their cards on the table, intransigent bargaining, evasiveness, dilatoriness, and readiness to walk away from the table without agreement. Raymond Cohen Negotiating Across Cultures

12. Low Context Communication Styles Lang primarily used to express thoughts, feelings, and ideas as clearly/logically as possible Majority of info carried in explicit verbal messages (less focus on the situational context) Self-expression valued Opinions/desires expressed direcetly

13. High Context Communication Styles Value lang as a way to maintain social harmony Important information carried in contextual cues (time, place, relationship, situation) Less reliance on explicit verbal messages Relational harmony valued and maintained by indirect expression of options Communicators talk “around” the point Ambiguity and use of silence admired

14. Differences btw Verbal & Nonverbal Communication Single vs Multiple Channels Discrete vs Continuous Conscious vs Unconscious Clear vs Ambiguous

15. Single Vs Multiple Channels In Verbal Com. emphasis on orderly and sequential (one word after the other) In Nonverbal Com. messages bombard us simultaneously from a multitude of channels (facial expressions, posture, gesture, clothing, proxemics etc)

16. Discrete vs Continuous Verbal messages usually have clear beginnings and endings Nonverbal com. provides a constant flow of messages (continuous and never ending) Remember that “Nothing never happens” (even an unanswered call or email is a message)

17. Conscious vs Unconscious In Verbal Com. Usually think about what we want to say before speaking Most nonverbal messages aren’t deliberate (that’s why it offers so many cues as how one is feeling)

18. Clear vs Ambiguous Verbal com can be confusing Nonverbal even more vague

19. Illustrators & Regulators Body Movement indicates attitude, conveys feelings and serves as illustrators and regulators Illustrators are nonverbal movements that accompany and illustrate verbal communication Regulators are nonverbal cues that monitor or control the speaking of another individual

20. Indicators You say to the store attendant "I want that one," and point to the dress in the display window. You nod your head up and down to indicate yes and shake it back and forth to indicate no. In other words you imitate the movement you are verbally describing.

21. Regulators While listening to a person you nod your head to indicate that you understand and are in agreement with the speaker. You look away or yawn to indicate that you are bored or would like for the speaker to stop talking. You frown or raise your eyebrows to indicate to the speaker that you either don't believe them or that you don't understand.

22. 16 ways Japanese avoid saying “No” 1. Vague “no” 2. Vague and ambiguous “yes” or “no” 3. Silence 4. Counter question 5. Lateral responses 6. Exiting (leaving) 7. Lying (equivocation or making an excuse— sickness, previous obligation, etc.) 8. Criticizing the question itself 9. Refusing the question 10. Conditional “no” 11. “Yes, but . . .” 12. Delaying answer (e.g., “We will write you a letter.”) 13. Internally “yes,” externally “no” 14. Internally “no,” externally “yes” 15. Apology 16. The equivalent of the English “no”— primarily used in filling out forms, not in conversation

23. No – Maybe Game To evade a direct answer to any question that you are asked. Sample questions (make up your own): What is your name? Where do you live? Where do you work or go to school? Where did you get that shirt you are wearing? Where did you go on your last vacation? How much money do you have saved? Do you like to eat Chinese food? - make up other questions

24. No – Maybe Game Examples. Possible answers / ways of saying "no" without saying "no.“ - vague and ambiguous answer - ask a question back rather than answering their question - say something that is not on point - criticize the question - active listen, paraphrase, or summarize the question - make the "no" conditional - saying "yes, but ..." - delaying the answer - making an apology - silence - tell a lie or make an excuse - walking away

25. Opinion

27. Types of Nonverbal Communication Posture & Gestures Face & Eyes Voice Touch Clothing Distance Time Territoriality Environment

28. Posture & Gestures Kinesics (study of body movement) Posture is a rich channel for conveying nonverbal com. Note: Posture echoes (mirroring of sb else’s posture can have positive effects)

30. Face & Eyes (occulistics) • Probably the most noticed parts of the body • Meeting sb’s glance is not appreciated in all cultures (in ours it means involvement) • Ekman & Friesen have identified six basic emotions that facial expressions reflect: • Surprise • Fear • Anger • Disgust • Happiness • Sadness (possible combinations of these –affect blends)

32. Voice • Paralanguage (nonverbal, vocal messages) • E.g. Sarcasm (emphasis and tone of voice can change a statement’s meaning) • Research shows that listeners pay more attention to the vocal messages than to the words that are spoken) and vocal message carries more weight • Voice communicates through: • Speed • Volume • Pitch • Number/length of pauses • Disfluencies/exclamations (er, um, ah..)

33. Touch (haptics) Touch plays an important role Consider males and females

34. Clothing Besides protecting us from the elements, clothing is a means of nonverbal com. We make assumptions about people based on clothing Messages it can convey: Economic status Educational level Social status Moral standards Athletic ability and other interests Belief system (political, philosophical, religious) Level of sophistication

36. Distance (proxemics) • Distance zones (Edward hall) • Intimate distance (begins with skin contact -18 inches) people are emotionally close. Allowing people in this zone is a sign of trust • Personal distance (18 inch-4 feet). Most couples stand in public • Social distance (4-12 feet). Business situations. More formal and impersonal situations • Public distance (+ 12 feet)

37. Time (chronemics) How people use and structure time E.g. waiting can indicate status in a culture that values time

38. Punctuality Western Asian

39. Territoriality Personal space is the invisible bubble we carry around us, but territory is a fixed space (desk, room, neighborhood, country) in which we assume some kind of rights in our country. (e.g. boss has larger desk and office; univ profs have offices ss don’t…shows status)

40. Environment The physical environment people create can both reflect and shape interaction E.g. our home’s style can communicate things about us E.g. furniture in fast food restaurants designed to be uncomfortable

41. Exercise: Look at these physical actions. Are they acceptable in your national culture?

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