BUS603: Managing People

People tend to pay more attention to how you say something rather than what you actually say. You communicate nonverbally more than you engage in verbal communication, and often use nonverbal expressions to add to, or even replace, words you might otherwise say.

You use a nonverbal gesture called an illustrator to communicate your message effectively and reinforce your point. For example, you might use hand gestures to indicate the size or shape of an object to someone. Think about how you gesture when having a phone conversation, even though the other person can't see you, there's an important unconscious element to nonverbal communication.

Unlike gestures, emblems are gestures that have a specific agreed-on meaning, like when someone raises their thumb to indicate agreement. Many cultures have a variety of different nonverbal emblems.

In addition to illustrators or emblematic nonverbal communication, you also use regulators. "Regulators are nonverbal messages which control, maintain or discourage interaction". For example, if someone is telling you a message that is confusing or upsetting, you may hold up your hand, a commonly recognized regulator that asks the speaker to stop talking.

Let's say you are in a meeting presenting a speech that introduces your company's latest product. If your audience members nod their heads in agreement on important points and maintain good eye contact, it is a good sign. Nonverbally, they are using regulators encouraging you to continue with your presentation. In contrast, if they look away, tap their feet, and begin drawing in the margins of their notebook, these are regulators suggesting that you better think of a way to regain their interest or else wrap up your presentation quickly.

"Affect displays are nonverbal communication that express emotions or feelings". An affect display that might accompany holding up your hand for silence would be to frown and shake your head from side to side. When you and a colleague are at a restaurant, smiling and waving at coworkers as they arrive lets them know where you are seated and welcomes them.

Figure 4.1. Matthew – I Hate Bad Hair Days

"Adaptors are displays of nonverbal communication that help you adapt to your environment and each context, helping you feel comfortable and secure". A self-adaptor involves you meeting your need for security, by playing with your hair for example, by adapting something about yourself in way for which it was not designed or for no apparent purpose. Combing your hair would be an example of a purposeful action, unlike a self-adaptive behavior.

An object-adaptor involves the use of an object in a way for which it was not designed. You may see audience members tapping their pencils, chewing on them, or playing with them, while ignoring you and your presentation. This is an example of an object-adaptor that communicates a lack of engagement or enthusiasm for your speech.

Intentional nonverbal communication can complement, repeat, replace, mask, or contradict what we say. When a friend invites you to join them for a meal, you may say "Yeah" and nod, complementing and repeating the message. You could have simply nodded, effectively replacing the "yes" with a nonverbal response. You could also have decided to say no, but did not want to hurt your friend's feelings. Shaking your head "no" while pointing to your watch, communicating work and time issues, may mask your real thoughts or feelings. Masking involves the substitution of appropriate nonverbal communication for potentially negative nonverbal communication you may want to display.

Finally, nonverbal messages that conflict with verbal communication can confuse the listener. Table 4.1 below summarizes these concepts.

Table 4.1 – Some Nonverbal Expressions

Term	Definition
Adaptors	Help us feel comfortable or indicate emotions or moods
Affect Displays	Express emotions or feelings
Complementing	Reinforcing verbal communication
Contradicting	Contradicting verbal communication
Emblems	Nonverbal gestures that carry a specific meaning, and can replace or reinforce words
Illustrators	Reinforce a verbal message
Masking	Substituting more appropriate displays for less appropriate displays
Object-adaptors	Using an object for a purpose other than its intended design
Regulators	Control, encourage or discourage interaction
Repeating	Repeating verbal communication
Replacing	Replacing verbal communication
Self-adaptors	Adapting something about yourself in a way for which it was not designed or for no apparent purpose