Nonverbal Communication

Nonverbal communication has nonvocal components (gestures, movements, appearance, facial expressions, and more) (Adler, et al., 2015). Nonverbal communication also has vocal components (tone of voice, sighs, screams) and vocal qualities (pitch, loudness, etc.). We will discuss both of these within the next sections. Now that we have defined nonverbal communication, let’s discover some of the nature of nonverbal messages, how it functions, and its characteristics.

The Nature of Nonverbal Communication

Nonverbal communication can be intentional or unintentional. It is also unavoidable. We communicate nonverbally, whether or not we are aware of it. For example, your supervisor is giving you an assignment that you are not interested in, or perhaps opposed to. Without realizing it, you cross your arms which could be perceived as your discomfort with the idea. You could be unintentionally communicating (without words) to your supervisor that you are closed off to the directive which your supervisor may interpret negatively. The important thing is to understand the power of nonverbal messages, and use this understanding to evaluate interactions as both a sender and a receiver.

Nonverbal behavior is ambiguous. It is not as simple as giving definitions to different gestures, expressions, or movements. Movements can have multiple meanings. For example, we can’t just interpret that crossed arms means anger and that eye rolling means annoyance. Couldn’t crossed arms also mean the person is chilly? Couldn’t someone roll their eyes because they have something in their eye? You must consider the context in which the nonverbal behavior occurs. You must also consider your history and tone of the relationship with the sender as well as your own feelings. Are you being defensive? Are you feeling insecure?

Effective nonverbal communication is essential to success in the workplace. It is highly important to become skilled at effectively sending, receiving, and responding to nonverbal cues. People with an awareness of their nonverbal communication can be more persuasive than those who are not. It is easy to see how being more persuasive could be of great benefit in the workplace.

Functions of Nonverbal Communication

Although verbal and nonverbal messages differ, they operate together for the most part. Let’s explore some key functions of nonverbal communication and how they relate to what we say verbally.

Repeating - Using gestures to strengthen a verbal message, such as nodding your head as you verbally respond, “yes.”

Substituting - Using a gesture instead of speaking, such as shrugging rather than saying that you do not know the answer.

Complementing - Using nonverbal messages to reinforce what is being said, such as smiling and waving a coworker into your office as you verbally invite them in.

Regulating - Using nonverbal cues that regulate the flow of interaction. For example, a speaker might use a filler, such as “um” to maintain that it is still their turn in the conversation. They may hold up a finger to signal the other person to wait to speak. Another example would be waiting to speak, giving the other person a turn.

Contradicting - Verbal and nonverbal messages can be at odds with one another. For example, your employee has tears in their eyes after a comment you made, but says that they are fine.

As you communicate in the workplace, keep these functions in mind (as both the sender and the receiver), so that you will better understand yourself and others.

Nonverbal Communication Codes

We describe the multitude of ways we are able to communicate nonverbally as nonverbal codes or cues. Nonverbal codes include kinesics (body movement), paralanguage (vocal components), haptics (touch), proxemics (space), territory, chronemics (time), physical attractiveness, and clothing and appearance.

Kinesics is the study of body (posture), hand, arm (gesture), and face movements. How do we use the body and face to convey messages?

Posture

A person’s posture can provide important insight. If they are slouching, perhaps they are tired or defeated. This can help you make decisions on how to communicate with that person. Scenario 3.2 below provides a specific example.

Scenario 3.2: Your supervisor is slouching in their chair with what you interpret as a tired or defeated look on their face. It would be hard to know for sure what your supervisor is feeling, as there are multiple ways to interpret nonverbal behavior. One way to respond is to make a note to yourself that this might not be the best time to approach them to address a difficult issue. Rather, it could be a good time to check on your supervisor and ask if there is anything you can do to help. This is also an opportune time to recognize that it is not always advisable to approach a problem immediately. Becoming skilled at reading those clues is of great benefit!

Body Language - Gestures

You can evaluate yourself and others’ nonverbal communication when noticing their gestures. There are three types of gestures: adaptors, emblems, and illustrators.

Adaptors are behaviors and movements that can provide clues to how a person is feeling. For instance, If a person is tapping their foot or performing grooming behaviors such as fixing their hair or clothing, one interpretation could be that the person is nervous. This is not a guarantee, however. Grooming, for example, can also be a sign of being relaxed or comfortable in one’s environment while tapping can simply mean the person has an abundance of energy or is listening to music. Object adaptors include items that a person might fiddle with such as pen clicking or paper clip bending, for example.

Gestures can also include obvious illustrators, nonverbal gestures that accompany the spoken word, such as finger pointing, and illustrating a point with arm movement. You can plan and practice these gestures just like you plan and practice what to say and how you are going to say it. You can make your illustrators natural and fluid, and complementary to your verbal communication, further clarifying your message.

Emblems are movements that have a specific agreed-upon meaning within a group. Some examples of emblems are circling your index finger and thumb with the other fingers raised to make the “okay” sign, and placing the palm forward and using the index finger to beckon someone to you. Although these gestures are known by many people, it is safe to avoid making assumptions. When traveling abroad, it is important to know the cultural faux pas as some gestures in America are considered crude in other areas. Watch Derek Halpern as he discusses 10 Hand Gestures You Should Be Using.

Facial Expressions

Your face is one of the most expressive parts of the body, and its impact can be powerful. Some people are able to communicate their emotions clearly with simply a look. You may have experienced this with your parents or an educator ⸺ you knew exactly what that look was communicating. The face, however, is not always so easy to read. One reason is that the face can signal as many as five different expressions per second (Paul Ekman Group, 2021). To ensure that others interpret your nonverbal communication accurately, be mindful of whether your facial expressions match your intent. For example, if you are telling a coworker a sad story about a customer or client while smiling, this contradiction could be very confusing for the listener.

Deciphering facial expressions is further complicated by our ability to combine two or more expressions and the unconscious nature of our expressions. Affect blends are two or more simultaneous expressions. A person might unintentionally show both surprise and happiness in their facial expression if they find out there is an opening for a position for which they have been interested in for months. Micro expressions are facial expressions that occur within a fraction of a second, and are believed to reveal a person’s true emotions (Paul Ekman Group, 2021). Because they occur so quickly, micro expressions can be easily misunderstood or missed completely.

Finally, some facial expressions are the same in all cultures. Dr. Paul Ekman, clinical psychologist and researcher, found that there are seven universal facial expressions which include anger, disgust, fear, surprise, happiness, sadness, and contempt. For further reading, take a moment to learn more about Ekman’s research at the website below.

Paul Ekman Group

Eye Contact

The face and eyes are the main point of contact during communication. Our eyes assist us in understanding communication. You may have heard it said the eyes are the window to the soul. Imagine you are in a conference room. The presenter asks for feedback on a certain topic while looking directly at you. The speaker’s eye contact is a cue that you are to offer the feedback requested. In the same scenario, the presenter can also use eye contact to attempt to determine if the audience is engaged, confused, bored, or frustrated. Eye contact can also be used to intimidate. If you are on the receiving end of a glare from a coworker, you might reflect upon what might have caused such a reaction.

Now that we have covered some functions of eye contact, note that eye behavior also varies by culture. Some cultures, such as the United States, view eye contact as a sign of respect, while other cultures, like Japan, view direct eye contact as disrespectful. It is important to know your audience so that you can successfully maneuver misunderstandings. Imagine attempting to communicate a sign of respect by looking your new client in the eye, but the client seems uncomfortable or offended. It may be the different cultural values surrounding your use of eye contact.

Voice

Social scientists use the term paralanguage to describe the nonverbal, vocal messages we send using our voice. The voice communicates through pitch, volume, rate, tone, and the use of fillers like “uh”, “er”, “um”, “like”, etc. (Adler et al., 2015).

Pitch is the highness or lowness of a person's vocal tone. Pitch conveys meaning, regulates conversational flow, and communicates the intensity of the message. Volume is the loudness or softness of a person’s voice. You can see how a louder voice could indicate more intensity. There is a time and place for a softer voice (such as a private conversation), however a business presentation would probably not be the correct time or place to be soft spoken. One could be interpreted as lacking confidence if not speaking boldly. Rate is the pace at which a person speaks. If the sender is speaking rapidly, they might be difficult to follow. If a person is speaking slowly, the listener might have a tendency to let their mind wander. Tone of voice can be controlled somewhat, but every individual has a distinct vocal quality or sound. Something within the control of the speaker is to vary vocal pitch and rate. A monotone voice tends to be displeasing, and listeners will make judgments about your message based on your voice. For example, if you are using filler words such as “um”, they might assume that you are nervous, not confident, or worse, that you don’t know what you are talking about. The listener might conclude that you are unprepared. Other judgments might be made if your pitch is raised as you speak. Listeners might assume you are becoming defensive. If your tone is harsh or your pitch is too high when you say you are fine, it will be hard to believe. Your paralanguage, then, sends messages about your communication which may be judged inaccurately.

Haptics

Haptics is the study of touch in human behavior. Like other nonverbal codes, the practice of touch varies across cultural norms and is a powerful nonverbal cue. Research estimates individuals in the United States have one of the lowest rates of casual touch when compared to other countries (Jandt, 2013). Touch communicates we care and are connected. Athletes slap backs, fist bump, high five, and use other forms of touch to build camaraderie.

Touch can be persuasive as well. Did you know that we are more likely to grant a favor for someone if they are touching us when they ask (Adler et al., 2015)? Touch is not always appropriate, however. Shoppers, for instance, generally, do not want to be touched by sales people. So, why is touch so important to humans? Some researchers theorize that it is because touch is an infant’s first language (Adler et al., 2015). Humans are hardwired to need touch to thrive, but it is important to monitor your use of touch in the workplace. Touch can be perceived as annoying, but it can also be threatening. Accurately interpreting haptic cues and adapting appropriately to the situation are necessary skills to be a successful communicator. Table 3.1 describes types of emotion-arousing touch and what they typically communicate (Adler et al., 2015). .

Nonverbal communication is not just limited to the way people use their bodies. There are also aspects tied to space, territory, and time.

Proxemics

The space or distance that we put between us and others can communicate specific messages. For people we feel closer to, we are typically comfortable with less space between us. With people we do not know as well, we generally create more space between us. This study of this use of space is called proxemics. In the business world, how you use space sends signals to colleagues, clients/customers, and superiors (Adler et al., 2015). Proxemics, like other nonverbal codes, is tied to cultural norms. Table 3.2 outlines Edward Hall’s four zones of interpersonal distance that characterize Western culture (Adler et al., 2015).

Table 3.2 Edward Hall’s Model of Relationships and Proxemics

Territory

Territory involves the physical places and spaces that belong to you. In your home, think of your territory as your bedroom, your bed, or the recliner you claim as yours in the living room. When you perceive someone has encroached on your territory, how do you feel? What do you believe they are communicating? Perhaps at your company meetings, you always sit in the same place in the conference room. If someone takes “your” seat, how do you interpret their action? Do you feel annoyed and disrespected? Your reaction may depend on your status within the company. Typically, people of higher status are granted more space and territory, which means iIf your boss walks into your office without knocking, you likely allow this behavior because of their position. However, would the same not be true if you opened your boss’ closed door without knocking first? Would your boss feel disrespected? As you evaluate nonverbal communication, consider territorial boundaries and distance. Honoring territorial boundaries can communicate respect.

Time/Chronemics

Social scientists use the term chronemics for the study of how humans use and structure time. Like other nonverbal codes, perceptions of time vary greatly between cultures. Some cultures are monochronic, meaning events are scheduled one at a time, with one event following another. Monochronic cultures value punctuality, schedules, and are task-driven. Other cultures are more polychronic, meaning many events can be scheduled at once. Polychronic cultures value flexible schedules. Distractions and interruptions are natural and to be taken in stride.

Knowing the time values of the culture in which you are conducting business will help you manage the differences that may otherwise be unfamiliar. For instance, if you subscribe to a more monochronic time value, you might find it disrespectful if your coworkers are late to a meeting. Alternatively, if you are from a culture that values a polychronic view of time, you might find a monochronic approach to be too rigid. Rather than interpreting the nonverbal communication negatively, be aware of cultural differences in time and work together to establish mutually agreeable norms.

Physical Attractiveness

As you navigate your professional life, you may notice that physically attractive people may be granted extra perks. Research suggests physically attractive individuals are more likely to be interviewed and hired for jobs, enjoy rapid career advancement, and earn higher wages than those deemed physically unattractive (Chamorro-Premuzic, 2021). Appearance-based discrimination may also include bias against obese, tattooed employees, and other individuals who may not fit society’s criteria for physical attractiveness (Chamorro-Premuzic, 2021). A lack of perceived physical attractiveness, however, can be mediated by good posture, expansive gestures, and facial expressions, as well as other nonverbal skills that are perceived as attractive. Additionally, as others get to know you, physical characteristics become less important than other positive characteristics, such as effective communication skills.

Clothing and Appearance

Our clothing communicates nonverbally as well. If you are presenting at work but are dressed casually, you might be perceived as less credible; or your audience may think your information is unimportant. Similarly, if you attend an interview in sweats, the interviewer might assume that you do not really want the job.

Clothing conveys much about us nonverbally, including our educational level, social status, religious beliefs, moral standards, gender and more. It will be important to build a professional wardrobe as you progress in your career. Understandably, expense can be an issue. You can mitigate budget concerns by choosing classic pieces and by making sure your clothing fits properly, is in good condition, and that you practice good hygiene, and are well groomed.

Color choices can also indicate certain characteristics about a person. Think about the lead character in the early 2000’s movie and current Broadway musical Legally Blonde, Elle Woods. The character’s pension for pink colored (pun intended) others’ perceptions of her. They didn’t take her seriously until she changed her clothing choices as depicted in the video clip below.

Embed - https://www.youtube.com/watch?v=zXmrYueNCC8

We should be mindful of how appearance influences our image. Professional clothing expectations vary by industry, culture, and location, making it important to be aware of the dress code and the company culture.

Scenario 3.3: An elementary school teacher in Texas is required to wear slacks and a golf-style, or button down shirt to work daily even in the scorching heat. His partner is a project manager for a large bank, and is allowed to wear jeans every day. The partner makes double the salary, but is allowed to dress much more casually each day. Whether or not it seems to make sense, following the company dress code is important.

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