Nonverbal Skills

Question

What will be an ideal response?

Answer 1

People send and interpret signals other than those that are spoken or written. Nonverbal messages can support or undermine the stated message. Often nonverbal cues make a greater impact than other signals. In employees' eyes, managers' actions often speak louder than the words they choose.

In conversation, except when you intend to convey a negative message, you should give nonverbal signals that express warmth, respect, concern, a feeling of equality, and a willingness to listen. Negative nonverbal signals show coolness, disrespect, lack of interest, and a feeling of superiority.70 The following suggestions can help you send positive nonverbal signals.

First, use time appropriately. Don't keep your employees (or teammates, or bosses!) waiting to see you. Devote sufficient time to your meetings with them and communicate frequently to show your interest in their concerns. Second, make your office arrangement conducive to open communication. A seating arrangement that avoids separation of people helps establish a warm, cooperative atmosphere (in contrast, an arrangement in which you sit behind your desk and your subordinate sits before you creates a more intimidating, authoritative environment).71 Third, remember your body language. Facial expression and tone of voice can account for much of the communication between two people.72

Several nonverbal body signals convey a positive attitude toward the other person: assuming a position close to the person; gesturing frequently; maintaining eye contact; smiling; having an open body orientation, such as facing the other person directly; uncrossing the arms; and leaning forward to convey interest in what the other person is saying. To show Page 442 confidence, managers (and employees, too) should make eye contact, use a firm handshake, dress professionally, and speak in an appropriate tone of voice.74

Silence is an interesting nonverbal signal. The average American is said to spend about twice as many hours per day in conversation as the average Japanese.75 North Americans tend to talk to fill silences; Japanese allow long silences to develop, believing they can get to know people better. Japanese believe that two people with good rapport will know each other's thoughts. The need to use words implies a lack of understanding.