Nonverbal Communication

SWBATRecognize nonverbal communication cues

Identify the positive and negative effects of nonverbal communication

Identify cultural differences in nonverbal communication.

Nonverbal CommunicationExpressing yourself

without the use of words

Facial expressions, hand motions, eye movements, etc.

Positive EffectsHelp give you clues about a

customer’s mood and interest in a product

Can reinforce what was said verbally

Can be used as a substitute for a verbal messageGestures or facial

expressions

Negative EffectsMay be misunderstood

May contradict a verbal meaningNod reinforces a positive

message, but a wink may contradict it

Can create tension in communication

Cultural DifferencesPosture

Bowing (not done in the US; shows rank in Japan)

Slouching (rude in most Northern European areas)

Hands in pockets (disrespectful in Turkey)

Gestures Pointing: US with index, German with

pinky, Japan with the whole handFacial Expressions

Many Asian cultures suppress facial expression

Too much smiling is viewed as a sign of shallowness

Cultural DifferencesEye Contact

Western Cultures: see direct eye contact as positive

Arabic cultures make prolonged eye-contact

Japan, Africa, Latin America: avoid eye contact to show respect

Touch US: Handshake is common Islamic and Hindu: do not touch

with the left hand and do not approve of touching between genders

Many Asians don’t touch the head

ReviewWhat is nonverbal communication?What are the positive/negative effects?Why is it important to observe nonverbal

communication in co-workers? In customers? What are some nonverbal cues that have

different meanings in different cultures? How do these affect communication?

AssignmentChoose a country and research their nonverbal

communication cues.

Be sure to identify at least 5 differences to the United States.

State the nonverbal cue for your country and then explain how it is different from the United States

Include images for each of the cues

Include a bibliography for the sources used to find the information

Should be at least 7 slides (title and bibliography included)