Nonverbal Communication: a Serious Business Advantage

Business profit 2 sign-language(a) Communication A Serious Business favor Whether it is called intuition or just good judgment, the ability to perceive and to example gestural cues to adepts advantage gives the disdain person the military force and the expertness to be much successful. T. S. Eliot wrote in The Love pains of J. Alfred Prufrock, There provide be time, at that place will be time / To prep atomic number 18 a spunk to meet the faces that you meet. Perhaps he meant that those in worry must be prep bed in such(prenominal) a way as to make their face agree with the message that the consumer expects to receive.The colloquy technologicals agree that when deuce people capture a personal conversation only a small fraction of the gibe message they sh are is actually contained in the talking to they use. A portion of the message is contained in the tonicity of function, accent, speed, volume, and inflection. However, approximately 93 percent of it is unders tood through sign(a) communication behaviors (Source needed). The combination of gestures, postures, facial nerve expressions, and change surface clothing back end support or interfere with the verbal messages that a person delivers.The importance of gestural cues in the short letter world has not been studied extensively, yet it only makes sense that it tolerate pay a slopped impact on any communication in spite of appearance or outside the line realm. For instance, selling is an area where the sign(a) actions can make or break a deal. People are unlikely to want to buy from a gross revenue person who refuses to make midriff contact, who has poor posture, who lacks energy, and who seems unconvinced about the products and services re bowed. The importance of communicatory communication in conjunction with appropriate verbal skills can make a difference to the success of a furrow transaction.Therefore, this paper will Business wages 3 examine communicative communi cation as an important and integral comp mavennt for moving in organizations and will see to it communicative cues that are beneficial for successful pedigree interactions. The ability to perceive and use nonverbal cues to ones advantage gives the business person the force out to be successful. signed communication includes any part of the carcass utilise by a person to send a message to an otherwise(prenominal) person. A persons dress, attitude and movements are all contributions to personal business transactions.Sentence and Verbal CommunicationThese cues can succor a business owner get the message across or be airfoil to correctly interpret a message received from a customer. Often the nonverbal messages express genuine feelings more accurately than the actual words. A study by Fatt (1998), notes that any communication in social relationships is insufficient with just mere words (p. 1). Consequently, he states, Nonverbal communication thus becomes the yardstick again st which words and intentions are measured (p. 1). The most common use of nonverbal communication in business has been in marketing research.It is used to determine consumers attitudes towards new products. For example, executives watching a focus test classify behave more attention to the nonverbal cues of the group. They are able to more closely identify the test groups true feelings by observing their body language, facial expressions and eye contact. Facial expressions especially are particularly helpful as they can show hidden emotions that contradict their verbal statements (Remland, 1981, p. 18). Additionally, in business settings, the way one is viewed affects his transactions. Martin Remland (1981) writes that as much as 90 percent of a managers time is spentBusiness profit 4 communicating with others personal (p. 2). Therefore, business people especially managers have to present themselves as a get laid package that includes knowledge of their products, appropriate d ress, and adequate use of nonverbal behaviors that depicts seriousness and trustworthiness. Nonverbal behavior is a study component of power experience in a business setting. Within a business, the main function of nonverbal communication is to facilitate relationships. Organizations have two major sectorsmanagement and staffwho are usually at odds with each other.According to Aguinis and Henle (2001), The effective use of power and the perceptions of ones power by subordinates, peers and superiors are critical determinants of managerial and organizational success (p. 537). In this study on perception of power bases, Aquinis and Henle used three specific nonverbal behaviorseye contact, facial expression, and body posture (p. 538). They defined power as the potential of an agent to alter a gulls behavior, intentions, attitude, beliefs, emotion, or values (p. 538). They besides used French and Ravens power taxonomy that includes quintette types (p. 538).The first is reward power that means the target believes he can get something from the agent. Second is the overbearing power where the target thinks the agent can and will punish him. The third power is legitimate power where the target must obey what the agent requests. Referent power is the need for the target to be associated with the agent. Lastly, the expert power is the targets belief that the agent is genuinely knowledgeable. Using these definitions of power in vignettes, Aguinis and Henle manipulated one employees nonverbal behavior while asking a second employee to rate the power base.Business Advantage 5 They found that direct eye contact and a relaxed facial expression increased perception of power except for coercive power. Body posture had no effect at all. There are other less sophisticated indicators that also signify perspective. These include behaviors and appearance cues such as clothing, age, gender, and race. In a study by Mast and Hall (2004), the accuracy of judging other peoples s tatus base on behavioral and appearance cues was investigated. They found that only one cue was used to determine if a woman was in higher status.That was a downward head tilt. In males, the ob attend tors used two formal dress and a forward lean (p. 161). Mast and Hall also indicated that erect posture was not indicative of status in their research (p. 161). Communication experts agree that in opposite communication 93 percent of the message is nonverbal and only seven percent is in the actual words which is utterly needed to understand in a business setting. Garside and Kleiner (1991) state, This implies that what we say is not as important as how we say it (p. 26).Todays businesses need employees who are not only knowledgeable in their field but who also have exceptional interpersonal skills. It is understood that most successful executives prefer verbal communication because it allows them to read body language and to hear tone of voice. Fatt (1998) believes that knowledge o f nonverbal processes of communication can repair business success. According to Fatt, face-to-face communication, which is heavily weighted with nonverbal information stimulates the greatest number of senses, and provides more complete information than any other regularity (p. ). Business Advantage 6 Since knowledge of nonverbal processes can heighten business success, it is important to recognize and use appropriate nonverbal cues. The first of these is face-to-face communication which provides conterminous feedback that allows the business person to modify ones approach to meet the call for of each encounter. In a research study by Graham, Unruh, and Jennings (1991), they gathitherd information on the importance of nonverbal feedback to accurate assessments in business transactions.Their findings indicated that nonverbal communication was important to all surveyed and showed that most relied on facial expressions for accurate information. Their recommendations for businesses included, paying more attention to nonverbal cues, engaging in more eye contact, and probing for more information when verbal and nonverbal cues are discrepant (p. 60). One way to do so is through reinforcement behavior that demonstrates approval or disapproval. Also, response- suss outing is a way in which the business person uses a similar style of speech, posture, or gestures.Thirdly, accommodation is a way of adjusting to personal styles of those involved. It involves issues of territoriality, lateralisation and/or submissiveness, and intimacy (Fatt, 1998, p. 5). Professionals must use this feedback to note the body language to modify and adjust to the receivers behaviors. Another factor to consider is that face-to-face also allows a portion of the message to be contained in vocal elements. These include tone of voice, speed, volume and inflection (Graham et al. , p. 58). Establishing rapport is also a semiprecious result of face-to-face communication.Rapport is essential in building good business relations with customers and co-workers. It helps Business Advantage 7 to communicate understanding and acceptance of the other person. There are behaviors that greatly contribute to establishing a personal relationship. These include a sincere smile, a relaxed open stance, a slight lean towards the other person, and maintained eye contact. Mirroring is a very useful technique that can send as healthful as receive subtle nonverbal messages. In order to mirror another person, it is necessary to match their rate of breathing, speak at the same rate of speech and in their tone of voice.It is also necessary to assume a similar posture and body language to con unanimous rapport and a satisfactory surroundings. According to Fatt, A salesperson who mirror customers behavior well and out of a sincere desire to communicate or to be of service usually established a strong rapport with a customer (p. 6). A business person also utilizes information from nonverbal sour ces to get well any barriers to communication with clients. Effective communication is an important aspect of management and sales positions.By decoding nonverbal behaviors, business people can increase their knowledge and understanding of what the client desires. In the first sign contact first impressions can affect both sides of the business transaction. Therefore, a a person who displays arrogance has a great advantage in developing rapport and trust with business associates. Ones ability to signal trustworthiness is a significant result of knowledge of nonverbal communication. In a research study conducted by Wood (2006), the findings were that nonverbal signals are a particularly important mode of communication between the sender and receiver (p. 02). Wood also stated that there is an importance of the immediate encounter between salespeople and Business Advantage 8 customers. During the first encounter, these nonverbal signals are sought out, perceived, and used by custom ers in their assessment of the trustworthiness of salespeople (p. 202). Therefore, by using and focusing on nonverbal techniques, the business person can give signals of trustworthiness. Additionally, Wood found that for salespeople all nonverbal signals have a significant impact on the customers (p. 202).Along with confidence, the business person must have an adequate knowledge of reading nonverbal signals. For those with confidence, this type of communication is very natural and they give little thought to it. They greet customers and associates with a firm handshake that send a statement about their confidence. In accession, unflinching eye contact is a sign of frankness and interest which are both essential to sway and sell. David Morand (2001) presented research that suggested management also needed to be able to appraise emotional expressions of customers.He stated, Sensing others emotional states is obviously a skill central to the whole notion of interpersonal communicative competency (p. 23). He found that it was essential for managers to have the ability to decode messages sent by others, specifically focusing on messages existing at a nonverbal emotional level (p. 23). There are also nontraditional uses of nonverbal communication in the business setting. For instance, the business facility makes a visible statement that reflects its own perceptions. It makes a visible statement about its culture and the way business is done at that facility.One example of this is the head-quarters of Bank of America. It is a very dark, large structure that looms over all the other buildings near it. This sends a powerful message of the perceptions of their fraternity image (Fatt, 1998, p. 2). Larson and Kleiner Business Advantage 9 (2004) claim, A phoner with a strong culture and a lot of pride in itself will typically reflect that pride through its physical environment (p. 2). Additionally, the office furnishings give more information to customers. The furniture of employees gives clues as to the status of that person in the company.If one is on the bottom of the work hierarchy, there probably would be a small, cheaply-made desk with a small chair. The conterminous class would add arms to the chair and some other piece of furniture. Management would have large desks, a bookshelf and a table. Finally, the top executives would have plush carpeting and a sofa in addition to what those below had (p. 2). Included in the physical aspects of a business is the office environment. Businesses that are more open with very some walls rely on constant communication. They send the message that there are few barriers to communication.They physical aspects of a business help customers to gain insight into the organization and to the people who work within it (Larson & Kleiner, p. 3). Another nontraditional use of nonverbal communication in the business setting is through the use of computers with growing online businesses. Online businesses are at a di sadvantage without the assistance of nonverbal interactions. However, according to Timothy Bickmore (2004), there is a huge need for programs that recognize and receive nonverbal signals in order to increase sales volume (p. 9). In addition, many companies are utilizing text messaging and instant messaging for customer assistance. Qiu and Benbasat (2005) investigated progress for programming to develop a trust relationship since this medium is void of any nonverbal signals (p. 75). They state, With the help of emerging multimedia technologies, companies can now use computer- Business Advantage 10 generated voice and mechanical man avatars to embody customer service representatives, thus enriching the interactive experiences of their customers (p. 75).Bickmore adds, Embodied conversational agents (ECAs) are animated humanoid computer characters that emulate face-to-face conversations through the use of hand gestures, facial display, head motion, gaze behavior, body posture, and sp eech intonation (p. 39). However, Bickmore also states, There is no cookbook defining all of the rules for human face-to-face interaction that human-computer interface practitioners can simply implement (p. 44). Until ECAs are fully functioning, companies should continue with the proven face-to-face interactions to remediate sales volume.Because businesses try to eliminate unnecessary travel and expenses, they are utilizing such mediums as videoconferencing. all the same though videoconferencing can replace business meetings, there are disadvantages. The immediate feedback that comes with face-to-face contains cues from the facial expression, voice inflection, and gestures is often not as effective with videoconferencing. For instance, Bekkering and Shim (2006) state, With a slow signal, it may appear to the viewer that the talker hesitates, and hesitation in answering is generally considered to be a sign of dishonesty (p. 105).Another concern is that the tv camera used can be man ipulated to improve ones advantage such as do one appear taller and giving more influence over the meeting. A third concern involves turn-taking cues. In face-to-face conversations, participants alternate speaking and listening by using an intricate mechanism of verbal and nonverbal cues (p. 105). These researchers go on to say that in videoconferencing one gives up eye contact because it is distorted by separation of screen and camera (p. 105). This infers Business Advantage 11 that perhaps the speaker is being deceptive, and, thus, there is a lack of trust.Therefore, business people will find face-to-face communication a make better source of feedback as well as a better rapport builder. Ralph Waldo Emerson said, What you do speaks so aloud that I cannot hear what you say (Inspirational Quotes). This has never been truer than in todays business world. There is a vital link between nonverbal communication and business success. Because of this, body language and other nonverbal c ues are communication tools that are too powerful to be ignored. Nonverbal communication can enhance a business persons powers to persuade while removing any communication barriers with clients.It can improve relationships between the work hierarchies, thus changing the work atmosphere to be more productive. Additionally, it can serve in a nontraditional manner where the business facility itself makes a statement about the company image. The uses of understanding nonverbal communication in a work environment are endless. Therefore, there is smooth a definite need for training in this area for all employees of a business. This training would complete the business persons package that includes required knowledge of the business represented, charisma, and employability skills.In conclusion, since effective communication is based on skills, and skills can be learned, then communication abilities can be improved in the business environment. It is an integral part of hearing what is said in a business transaction. 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