Communication for

the Workplace
Tom Means

CHAPTER 3

Nonverbal
Communication

© 2001 South-Western Educational Publishing Slide 1

Nonverbal Communication
 Nonverbal communication is composed of
the messages we send without or in
addition to words.
 Actions can impact a receiver more than
spoken words.
 Nonverbal communication includes body
language, appearance, touch, space, time,
and voice.
Section 3.1 Slide 2
How People Judge Attitude

Spoken words
7%

Nonverbal
symbols
93%

Section 3.1 Slide 3

Nonverbal Symbols
in Different Cultures
 Arriving late for an activity
 Considered rude in some cultures;
considered polite in others
 Personal space
 Americans prefer to stand farther apart than
do people in some other cultures.
 Appropriate eye contact
 10% of the time with Asians
 75% of the time with Americans

Section 3.1
100% of the time with the French Slide 4
North American Space Zones

Public zone

Social zone

Personal zone

Intimate zone

Section 3.1 Slide 5

Aspects of Your Image

 Level of confidence
 Friendliness
 Enthusiasm
 Sincerity
 Appearance
 Body actions
Section 3.1 Slide 6
Body Actions Critical
to Project Confidence
 Eye contact
 Proper eye contact suggests confidence,
interest, honesty, and sincerity.
 Improper eye contact suggests lack of
confidence, weakness, boredom, insincerity,
or dishonesty.
 Posture
 Sitting and standing naturally but straight
and tall instead of slumping or slouching
projects a positive self-image.
Section 3.1 Slide 7
Nonverbal Symbols
in the Environment

 Furnishings
 Color

Section 3.1 Slide 8

The Four Steps of the
Listening Process

 Hearing
 Focusing
attention
 Understanding
 Remembering

Section 3.2 Slide 9

The Two Types of Listening

Section 3.2 Slide 10

Barriers to Effective Listening
 Attitudes about the speaker
 Attitudes about the topic

 Environmental distractions

 Personal barriers
 Prejudices or differing opinions
 Assumptions
 Lack of attention
Section 3.2 Slide 11
Effective Listening
Techniques
 Share the responsibility.
 Focus on the main idea.
 Identify the main idea as opposed to
unimportant details.
 Separate fact from opinion.
 For notes, record enough supporting
information to make the main idea
meaningful.
 Concentrate on the message, not on the
speaker. (continued)
Section 3.2 Slide 12
Effective Listening
Techniques (continued)
 Evaluate the message.
 Relate what you already know about the
speaker’s topic to what the speaker is
saying.
 Make judgments about the validity of the
message only after the speaker is finished.

(continued)
Section 3.2 Slide 13
Effective Listening
Techniques (continued)
 Provide feedback.
 Overcome poor listening habits.

 Learn to listen in specific situations.

 Listen in a small group.
 Listen in a conference setting.

Section 3.2 Slide 14

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Communication for the Workplace

Chapter 3
Nonverbal Communication
© 2001
South-Western Educational Publishing

Slide 15