Chapter 3Nonverbal Communication!

Nonverbal Communication on the Job

As supervisor of a cleaning crew at Ace Janitorial Services, you must evaluate two relatively new employees,

The first employee, Joe, is from the United States. English is his native tongue, and he understands it well. Sometimes Joe does not get to work on time, but the only time he misses work is when he is sick. His clothes are usually a little soiled, his hair is normally uncombed, and he likes to wear sunglasses and listen to a mp3 player while he works. He usually gets his work done and quality of his work is acceptable. However, sometimes he's a bit careless when using cleaning chemicals because eh has not listened or did not understand instructions. He is very friendly with his coworkers and loves to socialize but does not seem to care to much about his job.

The other employee, Cheng, is from mainland China. Cheng has been in this country for only one year, and his English is not too good. When he’s given instructions on the usage of cleaning chemicals and supplies, he listens intently, smiles, and nods his head ”yes”. But, many times he does not understand. As a result, he often needs help in learning how to use the chemicals and supplies correctly. Otherwise, Cheng’s work is very good. He nearly always finishes and then goes on to help others finish, His clothes are somewhat worn but always clean and tidy. Like Joe, Cheng is very friendly but is limited in his ability to socialize and develop friendships with coworkers because of his English skills, However coworkers seem to like him and enjoy his enthusiasm for life in the States.

Case Study Questions

1. How would you evaluate these two employees?

2. In your evaluation, how important are the nonverbal symbols of each employee?

3. What kinds of listeners are these employees?

4. In your evaluation, how important are the listening skills of each employee?

The roles of Nonverbal Communication

The roles of Nonverbal Communication

Nonverbalsymbols

93%

Spoken words7%

Substituting for the Verbal Message

Regulating the Verbal Message

• Best Flip out ever

Nonverbal Symbols in Different Cultures and International Settings

Nonverbal Symbols in Written Messages

Nonverbal Symbols in Spoken Messages

Nonverbal Symbols in Spoken Messages

Nonverbal Symbols in Written Messages

Voice and Paralanguage

Using nonverbal Symbols to Establish Your Image

Using nonverbal Symbols to Establish Your Image

Using nonverbal Symbols to Establish Your Image

Nonverbal Symbols in the Environment

• Google HQ

Lets go back to questions 1 and 2 of the case study.

1. How would you evaluate these two employees?

2. In your evaluation, how important are the nonverbal symbols of each employee?

The Importance of Listening

• Texting

The Importance of Listening

The Importance of Listening

The Importance of Listening

• texting

Barriers to Effective listening

Effective Listening Techniques

Effective Listening Techniques• Im listening

Effective Listening Techniques

• What went wrong

Effective Listening Techniques

• Not so effective workplace

Lets go back to questions 3 and 4 of the case study.

3. What kinds of listeners are these employees?

4. In your evaluation, how important are the listening skills of each employee?

Case Summary In most job situations, nonverbal communications and listening are keys to your

success. First, they are keys to your understanding of the messages that are sent to you. Inn this situation, Joe has an advantage over Cheng because he should have a better understanding of the nonverbal symbols used in the sending of messages in the workplace. Cheng, because he is from China and does not have an “American” background, is at a disadvantage because he is just learning the meaning of the nonverbal symbols used in his workplace environment. Thus, his listening skills are limited because it will be difficult for him to attach meaning to the spoken messages sent to him.

The second reason nonverbal communication are important is that we use them when sending a message. Again Joe, should be familiar with the meanings of symbols when he uses them. Cheng is not. Thus, Joe should be able to send messages more accurately then Cheng.

The third reason nonverbal communications and listening are important is that they are used to identify a workers attitude. The nonverbal symbols and Joes attitude when listening imply a mixed attitude toward his job. He usually gets the work done but doesn’t show a lot of interest in this job. Cheng, on the other hand, seems quite happy with his job but tries to cover up a lack of understanding of messages sent to him by nodding his head “yes”

Thus, it seems quite clear that both nonverbal communication and listening have important roles in the workplace.

A Class in Communication: Case Study

• Page 101 of Textbook

• Must be typed in Times Roman Numeral Font.

• Complete Sentences!

• Don’t start a sentence with yes, no or maybe.