The World Beyond Words Nonverbal Communication Office Management

The World Beyond WordsThe World Beyond WordsNonverbal CommunicationNonverbal Communication

Office ManagementOffice Management

Defining Nonverbal Defining Nonverbal CommunicationCommunication

Nonverbal Nonverbal communication-communication-all all aspects of aspects of communication other communication other than words than words themselves.themselves.

Includes:Includes: GesturesGestures Body languageBody language InflectionInflection PausePause ToneTone VolumeVolume AccentAccent

Nonverbal communication also Nonverbal communication also includes features of environments includes features of environments that affect interaction.that affect interaction. Personal objects such as jewelry and Personal objects such as jewelry and

clothesclothes Physical appearancePhysical appearance Facial expressionsFacial expressions

Importance of Nonverbal Importance of Nonverbal CommunicationCommunication

Scholars estimate that Scholars estimate that nonverbal behaviors nonverbal behaviors account for 65% to account for 65% to 93% of the total 93% of the total meaning of meaning of communication.communication.

Similarities between Verbal Similarities between Verbal and Nonverbal communicationand Nonverbal communication

Is symbolicIs symbolic Like verbal because it represents other thingsLike verbal because it represents other things Shrugging shouldersShrugging shoulders SmilingSmiling Looking awayLooking away Gestures that represent different moodsGestures that represent different moods

Is rule guidedIs rule guided Have general rules of interpretation of what things meanHave general rules of interpretation of what things mean Handshakes are a greeting or endingHandshakes are a greeting or ending Smiles represent friendlinessSmiles represent friendliness

May be intentional or unintentionalMay be intentional or unintentional May just occur.May just occur. Can plan clothing and appearance, but can not predict response.Can plan clothing and appearance, but can not predict response.

Reflects cultureReflects culture Shaped by cultural ideas, values, customs and historyShaped by cultural ideas, values, customs and history Reflected in dress, etc. Reflected in dress, etc.

Differences Between Verbal Differences Between Verbal and Nonverbal Communicationand Nonverbal Communication

Perceived to be more believable than Perceived to be more believable than verbalverbal Most people perceive as more trustworthy than Most people perceive as more trustworthy than

verbal communication.verbal communication. Nonverbal is multichanneledNonverbal is multichanneled

Can be seen, felt, heard, smelled and tasted.Can be seen, felt, heard, smelled and tasted. Is continuousIs continuous

Verbal communication starts and stops, while Verbal communication starts and stops, while nonverbal communication continuesnonverbal communication continues

Principles of Nonverbal Principles of Nonverbal CommunicationCommunication

May supplement or Replace Verbal May supplement or Replace Verbal CommunicationCommunication Tone may outweigh words that are actually being Tone may outweigh words that are actually being

said.said. May regulate InteractionMay regulate Interaction

Nonverbal communication more helpful in Nonverbal communication more helpful in determining flow of communicationdetermining flow of communication

Often establishes relationship-level Often establishes relationship-level meaningsmeanings ResponsivenessResponsiveness LikingLiking PowerPower

Principles of Nonverbal Principles of Nonverbal Communication ContinuedCommunication Continued

Reflects and Reflects and Expresses Cultural Expresses Cultural ValuesValues Western culture in Western culture in

generalgeneral Specific cultural Specific cultural

normsnorms Eye contact differs Eye contact differs

by cultureby culture Time managementTime management

Types of Nonverbal Types of Nonverbal CommunicationCommunication

KinesicsKinesics Body position and body motionBody position and body motion How we position ourselves relative to othersHow we position ourselves relative to others Reading the eyesReading the eyes Criminals judge based on kinesicsCriminals judge based on kinesics

HapticsHaptics Sense of TouchSense of Touch Signals power and statusSignals power and status

More power and status more likely to invade space and More power and status more likely to invade space and touchtouch

Types of Nonverbal Types of Nonverbal Communication ContinuedCommunication Continued

Physical AppearancePhysical Appearance Western culture places extremely high value on Western culture places extremely high value on

this.this. Link found between attractiveness and earning Link found between attractiveness and earning

power.power. Emphasis placed on size.Emphasis placed on size.

ArtifactsArtifacts Personal objects that announce identitiesPersonal objects that announce identities AvatarsAvatars What we surround ourselves withWhat we surround ourselves with


Environmental FactorsEnvironmental Factors ArchitectureArchitecture Room designRoom design TemperatureTemperature Fast food restaurants vs. sit down restaurantsFast food restaurants vs. sit down restaurants

Proxemics and Personal SpaceProxemics and Personal Space How close we are to one anotherHow close we are to one another What is comfortable.What is comfortable. Can announce statusCan announce status


ChronemicsChronemics How we perceive and use time to define identities and How we perceive and use time to define identities and

interaction. interaction. Keep others waiting the higher status one has.Keep others waiting the higher status one has. Students expected to be on time, professors can be late.Students expected to be on time, professors can be late. Brokers may spend more time with those that have Brokers may spend more time with those that have

more moneymore money ParalanguageParalanguage

Vocal communication that does not use words.Vocal communication that does not use words. Sounds such as murmurs or gaspsSounds such as murmurs or gasps Vocal qualities such as volume, pitch and inflectionVocal qualities such as volume, pitch and inflection Accents, pronunciation and complexity of sentencesAccents, pronunciation and complexity of sentences


SilenceSilence Speaks volumesSpeaks volumes Can symbolize Can symbolize

many thingsmany things RespectRespect CommitmentCommitment AwkwardnessAwkwardness

Guidelines for Improving Guidelines for Improving Nonverbal CommunicationNonverbal Communication

Monitor Nonverbal communicationMonitor Nonverbal communication Be aware of what you are doingBe aware of what you are doing

Be tentative when interpreting Be tentative when interpreting other’s nonverbal communication.other’s nonverbal communication. Don’t make general assumptions based Don’t make general assumptions based

strictly on nonverbal communication.strictly on nonverbal communication.

How to detect liesHow to detect lies

Body Language of Lies:Body Language of Lies: • • Physical expression will be limited and Physical expression will be limited and

stiff, with few arm and hand movements. stiff, with few arm and hand movements. Hand, arm and leg movement are toward Hand, arm and leg movement are toward their own body the liar takes up less space.their own body the liar takes up less space.

• • A person who is lying to you will avoid A person who is lying to you will avoid making eye contact.making eye contact.

• • Hands touching their face, throat & Hands touching their face, throat & mouth. Touching or scratching the nose or mouth. Touching or scratching the nose or behind their ear. behind their ear. Not likelyNot likely to touch his to touch his chest/heart with an open hand. chest/heart with an open hand.

Lies continuedLies continued

Emotional Gestures & ContradictionEmotional Gestures & Contradiction • • Timing and duration of emotional gestures and emotions Timing and duration of emotional gestures and emotions

are off a normal pace. The display of emotion is delayed, are off a normal pace. The display of emotion is delayed, stays longer it would naturally, then stops suddenly.stays longer it would naturally, then stops suddenly.

• • Timing is off between emotions gestures/expressions and Timing is off between emotions gestures/expressions and words. Example: Someone says "I love it!" when receiving a words. Example: Someone says "I love it!" when receiving a gift, and then smile after making that statement, rather gift, and then smile after making that statement, rather then at the same time the statement is made.then at the same time the statement is made.

• • Gestures/expressions don’t match the verbal statement, Gestures/expressions don’t match the verbal statement, such as frowning when saying “I love you.”such as frowning when saying “I love you.”

• • Expressions are limited to mouth movements when Expressions are limited to mouth movements when someone is faking emotions (like happy, surprised, sad, someone is faking emotions (like happy, surprised, sad, awe) instead of the whole face. For example; when awe) instead of the whole face. For example; when someone smiles naturally their whole face is involved: someone smiles naturally their whole face is involved: jaw/cheek movement, eyes and forehead push down, etc.jaw/cheek movement, eyes and forehead push down, etc.


Interactions and Reactions Interactions and Reactions • • A guilty person gets defensive. An innocent A guilty person gets defensive. An innocent

person will often go on the offensive.person will often go on the offensive. • • A liar is uncomfortable facing his A liar is uncomfortable facing his

questioner/accuser and may turn his head or questioner/accuser and may turn his head or body away. body away.

• • A liar might unconsciously place objects A liar might unconsciously place objects (book, coffee cup, etc.) between themselves (book, coffee cup, etc.) between themselves and you.and you.


Verbal Context and ContentVerbal Context and Content • • A liar will use your words to make answer a question. When asked, “Did A liar will use your words to make answer a question. When asked, “Did

you eat the last cookie?” The liar answers, “No, I did not eat the last you eat the last cookie?” The liar answers, “No, I did not eat the last cookie.” cookie.”

••A statement with a contraction isA statement with a contraction is more likely to be truthful more likely to be truthful: “ I didn't : “ I didn't do it” instead of “I did not do it”do it” instead of “I did not do it”

• • Liars sometimes avoid "lying" by not making direct statements. They Liars sometimes avoid "lying" by not making direct statements. They imply answers instead of denying something directly.imply answers instead of denying something directly.

• • The guilty person may speak more than natural, adding unnecessary The guilty person may speak more than natural, adding unnecessary details to convince you... they are not comfortable with silence or pauses in details to convince you... they are not comfortable with silence or pauses in the conversation.the conversation.

• • A liar may leave out pronouns and speak in a monotonous tone. When a A liar may leave out pronouns and speak in a monotonous tone. When a truthful statement is made the pronoun is emphasized as much or more truthful statement is made the pronoun is emphasized as much or more than the rest of the words in a statement.than the rest of the words in a statement.

• • Words may be garbled and spoken softly, and syntax and grammar may Words may be garbled and spoken softly, and syntax and grammar may be off. In other words, his sentences will likely be muddled rather than be off. In other words, his sentences will likely be muddled rather than emphasizedemphasized


Other signs of a lie:Other signs of a lie: • • If you believe someone is lying, then If you believe someone is lying, then

change subject of a conversation quickly, a change subject of a conversation quickly, a liar follows along willingly and becomes more liar follows along willingly and becomes more relaxed. The guilty wants the subject relaxed. The guilty wants the subject changed; an innocent person may be changed; an innocent person may be confused by the sudden change in topics and confused by the sudden change in topics and will want to back to the previous subject.will want to back to the previous subject.

• • Using humor or sarcasm to avoid a subject.Using humor or sarcasm to avoid a subject.

The Eyes of LiesThe Eyes of Lies

When asked a question a "normally When asked a question a "normally organized" right-handed person looks organized" right-handed person looks (from (from your viewpoint, looking at them) your viewpoint, looking at them)

Up and to the Left Up and to the Left

Indicates:Indicates: Visually Visually ConstructedConstructed Images (Vc) Images (Vc)If you asked someone to "Imagine a purple If you asked someone to "Imagine a purple buffalo", this would be the direction their eyes buffalo", this would be the direction their eyes moved in while thinking about the question as moved in while thinking about the question as they "Visually Constructed" a purple buffalo in they "Visually Constructed" a purple buffalo in their mind.their mind.

The Eyes of LiesThe Eyes of Lies

Up and to the Right Up and to the Right Indicates:Indicates: Visually Visually RememberedRemembered Images (Vr) Images (Vr)If you asked someone to "What color was the first house If you asked someone to "What color was the first house you lived in?", this would be the direction their eyes moved you lived in?", this would be the direction their eyes moved in while thinking about the question as they "Visually in while thinking about the question as they "Visually Remembered" the color of their childhood home.Remembered" the color of their childhood home.

To the Left To the Left Indicates:Indicates: Auditory Auditory ConstructedConstructed (Ac) (Ac)If you asked someone to "Try and create the highest the If you asked someone to "Try and create the highest the sound of the pitch possible in your head", this would be the sound of the pitch possible in your head", this would be the direction their eyes moved in while thinking about the direction their eyes moved in while thinking about the question as they "Auditorily Constructed" this this sound question as they "Auditorily Constructed" this this sound that they have never heard of.that they have never heard of.

The eyes of LiesThe eyes of Lies

To the Right To the Right Indicates:Indicates: Auditory Auditory RememberedRemembered (Ar) (Ar)If you asked someone to "Remember what their mother's voice If you asked someone to "Remember what their mother's voice sounds like ", this would be the direction their eyes moved in while sounds like ", this would be the direction their eyes moved in while thinking about the question as they "Auditorily Remembered " this thinking about the question as they "Auditorily Remembered " this sound. sound.

Down and to the Left Down and to the Left Indicates:Indicates: Feeling / Kinesthetic (F) Feeling / Kinesthetic (F)If you asked someone to "Can you remember the smell of a If you asked someone to "Can you remember the smell of a campfire? ", this would be the direction their eyes moved in while campfire? ", this would be the direction their eyes moved in while thinking about the question as they used recalled a smell, feeling, or thinking about the question as they used recalled a smell, feeling, or taste. taste.

Down and To the Right Down and To the Right

Indicates:Indicates: Internal Dialog (Ai) Internal Dialog (Ai)This is the direction of someone eyes as they "talk to themselves". This is the direction of someone eyes as they "talk to themselves".

How this information is used to detect How this information is used to detect lies: lies:

Example: Example: Let's say your child asks you for a Let's say your child asks you for a cookie, and you ask them "well, what did your cookie, and you ask them "well, what did your mother say?" As they reply "Mom said... yes." mother say?" As they reply "Mom said... yes." they look to the left. This would indicate a they look to the left. This would indicate a made up answer as their eyes are showing a made up answer as their eyes are showing a "constructed image or sound. Looking to the "constructed image or sound. Looking to the right would indicated a "remembered" voice or right would indicated a "remembered" voice or image, and thus would be telling the truth.image, and thus would be telling the truth.

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The World Beyond Words Nonverbal Communication Office Management