1. Chapter Five:Chapter Five:
The Power of Verbal and NonverbalThe Power of Verbal and Nonverbal
Communication in the WorkplaceCommunication in the Workplace
H.L. GoodallH.L. Goodall
&&
Sandra GoodallSandra Goodall
Communicating inCommunicating in
ProfessionalProfessional ContextsContextsSkills, Ethics, and TechnologiesSkills, Ethics, and Technologies 2ed2ed

2. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Communication ofCommunication of
Self in the WorkplaceSelf in the Workplace

3. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Communication ofCommunication of
Self in the WorkplaceSelf in the Workplace

4. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Communication ofCommunication of
Self in the WorkplaceSelf in the Workplace

5. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Developing AwarenessDeveloping Awareness
in the Workplacein the Workplace
Pay Closer Attention to…
 Word Choice
 Behaviors
 Appearance
 Style of Dress
 Monitoring
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6. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Monitoring Our AssumptionsMonitoring Our Assumptions
about Communicationabout Communication
 Most Operate Mindlessly
 Accept Our Assumptions about Verbal
and Nonverbal Meanings are Correct
 Leads to Unfairness and Inequity in the
Workplace

7. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
The Principle ofThe Principle of
Workplace EquityWorkplace Equity
 People Work for Rewards
 People Seek Empowerment
 People Become Stressed When
Perceive Unfair Treatment
 People Experiencing Stress Will
Try to Restore Equity
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8. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Clarity and Ambiguity
 Clarify Received Messages to Avoid
Misunderstandings
 Avoid Abstraction
 Watch Use of Jargon
 Avoid Use of Inflammatory Language
 Avoid Cultural and Gender Biases in Speech

9. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Upward Communication
 Balance...
 Politeness and Task Orientation
 Friendliness and Respect for Authority
 Self-Interest and Company Needs
 Ask for Feedback on Tasks
 Avoid Sexist, Racist, or Classist Remarks

10. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Downward Communication
 Listen Openly to Employee’s Communication
 Respond Honestly to Inquiries and Requests
 Provide Feedback on Tasks
 Avoid Sexist, Racist, or Classist Remarks
 Balance Respect with Task Orientation

11. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Inclusive and Exclusive Language
 Inclusive Message Strategies are Democratic
 Exclusive Message Strategies are Autocratic
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12. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Confirming and Disconfirming Messages
 Confirming Responses Support and
Enhance Identities

13. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Confirming and Disconfirming Messages
 Confirming Responses Support and
Enhance Identities
 Disconfirming Messages Deny or Harm our
Identities

14. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Supportive versus Nonsupportive Messages
 Supportive Messages Communicate Concern
and Respect for Others

15. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
 Supportive versus Nonsupportive Messages
 Supportive Messages Communicate Concern
and Respect for Others
 Nonsupportive Messages Communicate
Disrespect of Others

16. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
Enhancing Personal & Professional Credibility
 Become Informed and Knowledgeable
 Behave in a Trustworthy Manner
 Be Open, Honest, and Authentic
 Demonstrate Ability to Be a Friend
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17. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Making Conscious ChoicesMaking Conscious Choices
about Verbal Communicationabout Verbal Communication
 Do What You Say You Will Do
 Graciously Accept Criticism and
Corrective Feedback
 Accept Personal Responsibility for
Your Own Actions
Enhancing Personal & Professional Credibility

18. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Verbal Communication andVerbal Communication and
Perceptions of PowerPerceptions of Power
Gendered Talk
 Women Talk to Build Rapport, Men to
Make Reports
 Women’s Style More Expressive
 Women’s Style More Tentative, Men More
Certain
 Women Use Talk to Create and Maintain
Relationships, Men to Gain Control

19. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
Your Workspace
 Keep it Neat, Clean, and Free of Clutter
 Decorate with Diplomas, Awards
 Discourage Display of Personal Items
 No Displays of Suggestive Sexual Content
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20. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
Clothing and Personal Appearance
 First Impressions Based on Stereotypes
 Our Culture Values and Rewards the Tall,
Physically Fit, Appropriately Dressed, Well
Groomed, and Physically Attractive

21. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
Voice - Paralanguage
 Pitch
 Tempo
 Intensity
 Range
 Resonance
 Volume
 Articulation
 Rhythm
 Pauses
 Dysfluencies

22. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
Kinesics and Oculesics - Display Rules
 Simulation
 Intensification
 Neutralization
 Deintensification
 Masking
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23. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
Functions of Eye Contact
 Regulates Interaction
 Monitors Interaction
 Signals Cognitive Activity
 Expresses Involvement
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24. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
 Reveals Intimidation
 Reveals Flirtation
 Reveals Attentiveness
 Displays Immediacy
Functions of Eye Contact
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25. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
Personal Space
 Territoriality
 Crowding and Density
 Personal Space
 Intimate
 Personal
 Social
 Public
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26. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Nonverbal CommunicationNonverbal Communication
and Perceptions of Meaningand Perceptions of Meaning
Touching
 Functional/Professional
 Social/Polite
 Friendship/Warmth
 Love/Intimacy
 Sexually Arousing
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27. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Harassment and CommunicationHarassment and Communication
in the Workplacein the Workplace
Sexual Harassment
 Quid Pro Quo
 Hostile Work
Environment
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28. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Harassment and CommunicationHarassment and Communication
in the Workplacein the Workplace
How Can Harassment be Avoided?
 Carefully Monitor Own Verbal and
Nonverbal Behavior
 Be Courteous and Polite
 Take Others’ Feelings into Consideration
 Do Not Engage in Sexual Commentary
 Don’t Bring Sexually Explicit Material
to Work

29. Ch5: Verbal and Nonverbal Communication in the Workplace
Copyright © 2006 Wadsworth
Harassment and CommunicationHarassment and Communication
in the Workplacein the Workplace
What You Should Do if You are a Victim
 Confront Harasser and Ask that
Behavior Stop
 Keep a Diary and Note Offensive Acts
 Complain Within Channels
 File Legal Complaint with EEOC

30. H.L. GoodallH.L. Goodall
&&
Sandra GoodallSandra Goodall
Communicating inCommunicating in
ProfessionalProfessional ContextsContextsSkills, Ethics, and TechnologiesSkills, Ethics, and Technologies 2ed2ed