Harnessing the Power of Verbal and Nonverbal Communication

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• Harnessing the Power of Verbal and Nonverbal
  Communication

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Conscious Communications and Identity

• Identity is the response we get from others to
  what we say (verbal) and do (non-verbal).
• What we say and do to a great extent shapes our
  identities.
• Our identities determine how much power and
  influence we have over outcomes and others.
• Verbal and nonverbal communications assist in
  determining the degree of power and influence.
• Power and identity relate to how conscious we
  are of our nonverbal and verbal communications.

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Verbal and Nonverbal Awareness Continuum
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Developing Awareness in the Workplace

• Becoming aware of verbal and nonverbal impact
  includes
• Paying close attention to word choices, behavior,
  attitudes and appearance
• Seek feedback regarding interviews, interpersonal
  exchanges, group and team meetings and
  presentations.
• Monitor the influence behavior has on others by
  checking the accuracy of received messages and
  examining the cultural and contextual factors
  that may have impacted the perceptions of your
  message.

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Equity and Workplace Communications

• Equity refers to the principle that we should be
  treated fairly by others and that we should treat
  others fairly. Equity is based on the following
  assumptions
• People work for rewards There is an assumption
  that rewards are gained for labor in relation to
  what is given.
• People seek empowerment People do a good job
  and feel good about their work when they are
  rewarded fairly. Equity leads to empowerment.
• People become stressed when they feel they are
  being treated unfairly (cognitive dissonance).
• People experiencing stress will try to restore
  equity through mental equity, restitution or
  narrative equity.

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Verbal Communications Challenges Clarity vs.
Ambiguity

• Clarity vs. Ambiguity clear vs. unclear or
  being open to multiple interpretations.
• Tips
• Clarify the message to avoid misunderstandings.
• Avoid abstractions (keep it simple)
• Watch your use of jargon
• Avoid the use of inflammatory language

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Verbal Communications Challenges Upward and
Downward Communication

• Upward and Downward Communications How you speak
  to superiors (upward) and subordinates (downward)
  determine how you are perceived and impacts your
  identity.
• Tips for upward communication
• Balance politeness with clear task orientation
• Balance friendliness with respect and deference
  to authority
• Balance self-interest with company needs
• Ask for feedback on accomplishing tasks
• Avoid racist, sexist or classist remarks

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Verbal Communication Challenges Inclusive vs.
Exclusive Messages

• Inclusive Messages -Inclusive messages reveal
  how well you take into account the thoughts and
  feelings of others ie., ask for and accept
  feedback, multiple viewpoints, collaborative
  thinking, etc.
• Exclusive Messages which a me first mentality
  and reveals a lack of concern for the opinions or
  others, an inability to think collaboratively,
  pitting one group against another, etc.

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Verbal Communications ChallengesConfirming vs.
Disconfirming Messages

• Confirming messages are responses that support
  and enhance relationships by offering supporting
  encouraging feedback and communications ie.,
  great job, I appreciate your help on the
  project, etc.
• Disconfirming messages are responses that are
  discouraging, unsupportive, hurtful and
  unappreciative ie., I cant believe you could be
  so stupid, you really dont have a clue.
• Tip
• When providing feedback discuss the task and do
  not attack the person and always affirm a
  persons worth even when they are wrong. Dont be
  afraid to apologize if you come across too harsh.

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Verbal Communications ChallengesSupportive vs.
Nonsupportive Messages

• Supportive messages communicate concern and
  respect for others and indicate cooperation.
  Supportive messages include
• Offering assistance
• Listening
• Acts of kindness
• Respect for thoughts and feelings of others
• Concern for the welfare of others

• Nonsupportive messages are associated with ego
  and self-centeredness. Nonsupportive messages
  include
• Appearing aloof or superior
• Refusing to assist others when asked
• Withholding information
• Not listening
• Disrespecting others
• A lack of concern for the welfare of others
• Not a team player

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Verbal Communications ChallengesEnhancing
Personal and Professional Credibility

• Credibility refers to the trust and authority
  given to a communicator based upon their
  knowledge, reputation and integrity. Credibility
  is enhanced by
• Becoming knowledgeable about your work and being
  a resource for others
• Behaving in a trustworthy manner, keeping
  confidences and not spreading rumors
• Show respect and caring for others
• Being reliable and keeping your word
• Graciously accepting feedback and criticism
• Accept responsibility for actions

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Nonverbal Communications

• Nonverbal communications or what you say without
  words conveys meaning to the listener. Refers
  to resources beyond what you say that adds
  meaning to your message.
• Research has shown that when there is a
  discrepancy between what you say and how you look
  when you say it most people will read your
  nonverbals as an indicator of how you really
  feel.

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Workspace

• Your office or workspace should be an extension
  of your professional identity. It should be neat,
  clean and free form clutter. Be aware of how your
  office and workspace communicates to others.
• Tips
• Keep displays of personal items to a minimum.
• Prominently display awards, certificates and
  professional accomplishments.
• Clear your desk and empty trash at the end of the
  day.
• Be aware of messages being communicated through
  personal items.

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Clothing and Personal Appearance

• The motto dress for success is critical to
  professional success. This means physical
  appearance, hairstyles and clothing should mirror
  the job you are applying for. Be conscious of how
  your clothing fits with the norms of the
  organization.
• Tips
• Select clothing that does not attract attention.
• Avoid tight or revealing clothing
• Keep jewelry to a minimum
• When dressing casually avoid shorts (khakis and
  golf shirts for dress down days) and for women do
  not look like one of the boys.
• There is no substitute for good hygiene.

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Voice

• Your voice is a powerful instrument of meaning.
  The saying its not what you say but how you say
  it refers to paralanguage or the sound of the
  voice. It conveys attitude, intentions and
  emotions. When communicating pay attention to
  the following
• Pitch (high or low)
• Temp (fast of slow)
• Intensity (how empathic)
• Range (varying tempo, pitch and intensity for
  message)
• Volume (loud or soft)
• Articulation (how clear articulate)
• Rhythm ( flow and punctuation)
• Pauses (silences between words, phrases)
• Dysfluency (punctuation of messages with um,
  you know, like.

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Body Movement, Facial Expression and Eye Contact

• Facial expressions are the most important source
  of information particularly the eyes.
• The face can revealed true emotions and therefore
  should be managed by some of the following
  techniques
• Simulation Show feelings when there are none
• Intensification Show more feelings than one has
• Neutralization Show no feelings
• Deintensification Show fewer feelings than one
  has.
• Masking Show a feeling that one does not have.

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Space

• Proxemics refers to the study of interpersonal
  space and distance. Three categories include
• Territoriality the use of nonverbal
  communication to mark our space or boundaries
• Crowing or Density Refers to the extent to
  which one needs space in relation to crowding
• Personal Space refers to the amount of personal
  space we require around us at all times. Varies
  cultural. Typically exists on three levels
• Intimate zones - 18 inches away from our bodies
  (reserved for family and loved ones)
• Casual or personal zone 18 inches to 4 feet.
  Conversations and social engagements
• Social-consulting zone 4 to 8 feet. Business
  transactions and professional relationships.
• Public zone 8 feet and beyond. Public
  speakers, celebrities and executives

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Touching

• The study of touch (haptics) identified five
  types of touching behaviors
• Functional-professional - touching performed by
  professionals such as doctors, therapists, etc.
• Social-polite Casual, yet meaningful touch such
  as a handshake, pat on the back, casual hug.
• Friendship-warmth Too much touch or intimate
  touch conveys love or sexual interest.
• Love-intimacy Reserved for those closest to us.
  Increases psychological closeness.
• Sexually arousing - Requires mutual consent and
  high levels of attraction

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Harassment and Communications

• Equal Employment Opportunity Commission Laws
  track all forms of harassment including
• Slurs about race, religion, ethnicity,
  disability, offensive
• Derogatory remarks, verbal or physical conduct
  that creates intimidating, hostile or offensive
  work environment
• Creating conditions that interfere with the
  individuals ability to perform their function.

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Sexual Harassment

• Any form of sexually explicit verbal or nonverbal
  communications that interferes with someones
  work. Two types of sexual harassment include
• Quid pro quo (this for that ) threat,
  retaliation or favoritism in exchange for sexual
  favors.
• Hostile work environment sexually explicit
  verbal or nonverbal communications that
  interferes with ones ability to do their job and
  is perceived as threatening or intimidating.

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Dealing with Sexual Harassment

• Prevention
• Be courteous at all times.
• Be considerate of others and sensitive to gender
  differences
• Do not engage in sexual commentary jokes or
  banter
• Do not bring sexually explicit materials to work
• Do not browse for sexual sites online
• Intervention
• Confront the harasser and ask him or her to stop
• Keep a diary of dates times and places of events
• Complain about the harassment to the appropriate
  or prescribed channels as defined in the
  personnel policy
• File a legal complaint with the federal EEOC or
  state agency for workplace discrimination