BUS210: Business Communication

Expectancy violations theory is part of the socio-psychological tradition, and addresses the relationship between non-verbal message production and the interpretations people hold for those non-verbal behaviors. Individuals hold certain expectations for non-verbal behavior that are based on social norms, past experience and situational aspects of that behavior. When expectations are either met or violated, we make assumptions about the behaviors and judge them to be positive or negative.

Arousal

When a deviation of expectations occurs, there is an increased interest in the situation, also known as arousal. This may be either cognitive arousal, an increased mental awareness of expectancy deviations, or physical arousal, resulting in body actions and behaviors as a result of expectancy deviations.

Reward valence

When an expectation is not met, an individual may view the violation of expectations either positively or negatively, depending on their relationship to the violator and their feelings about the outcome.

Proxemics

One type of violation of expectations is the violation of the expectation of personal space. The study of proxemics focuses on the use of space to communicate. Edward T. Hall's (1940-2017) theory of personal space defined four zones that carry different messages in the U.S.:

• Intimate distance (0–18 inches). This is reserved for intimate relationships with significant others, or the parent-child relationship (hugging, cuddling, kisses, etc.)
• Personal distance (18–48 inches). This is appropriate for close friends and acquaintances, such as significant others and close friends, e.g. sitting close to a friend or family member on the couch.
• Social distance (4–10 feet). This is appropriate for new acquaintances and for professional situations, such as interviews and meetings.
• Public distance (10 feet or more). This is appropriate for a public setting, such as a public street or a park.