The final course aims to build learners’ confidence and adaptability when communicating in cross-cultural environments as they assume leadership responsibility to communicate influence in persuasive workplace contexts. The course focuses on enhancing learners’ professional persona for skilful engagement and intercultural communication with stakeholders within and beyond the organization, including cross-departmental work teams, clients and external partners. Learners will also discover and apply good practices in organising information, using visual aids and body language for presentations while demonstrating a heightened sense of cultural sensitivity in a given context. In all, learners will acquire skills to demonstrate persuasive verbal and intercultural communication in workplace contexts which may include dialogues and presentations to critical stakeholders and effective task delegation to team members. At the end of this course, learners will be able to: - Analyse factors of motivation among workplace counterparts. - Recognise the impact of culture on factors of motivation. - Critique and craft persuasive verbal communication products (i.e. script of dialogue) for exchanges with work teams and critical stakeholders. - Apply principles of effective PowerPoint slide design with consideration for cultural sensitivity. - Identify and adopt strategies on the use of voice and body language for engaging presentations.
Using Nonverbal Cues
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From the course by National University of Singapore
Becoming Part of the Globalised Workplace
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National University of Singapore
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Course 4 of 5 in the Specialization Effective Communication in the Globalised Workplace
From the lesson
Module 1: Communicating Influence in the Workplace
This module identifies the causes of motivation, the impact of culture on factors of motivation and the structure of persuasive communication carried out with workplace counterparts.
Meet the Instructors
Susan LeeLecturer
Centre for English Language Communication
[SOUND] Hi and
welcome to becoming part of the globalized organization.
I'm Susan Lee.
Today, we will be talking about communicating for understanding with
a strong focus on using appropriate nonverbal communication cue.
In this lesson, we will identify a range of nonverbal communication cues.
We will describe our interpretations of nonverbal communication cues.
We will analyze,
help nonverbal communication cues compliment our verbal content.
We will explore good practices of using nonverbal communication cues
in new cultural settings.
Why are nonverbal communication cues important?
Let's take a look at a quote from Dale Carnegie.
There are four ways in which we have contact with the world.
What we do, how we look, what we say, and how we say it.
So, is this what nonverbal cues are about?
What exactly are nonverbal communication cues?
These are the tone of voice, our body movements and
orientation, postures and gestures, proximity or
the kind of space we give from each other, facial expressions, eye contact and
even our attire and choice of fragrance or the like of it.
Nonverbal cues communicate meaning through the way you present yourself.
In another word, it is even more important or
impactful than the verbal content we see.
Yes, these cues affect how we present ourselves.
How others form the impressions of us.
How others read our intentions, attitude and personality.
And how we are being understood, intentionally or unintentionally.
We are constantly receiving and
perceiving information from nonverbal cues given by people around us.
Let's take a look at this examples, and
you decide, what does each person's action show you?
Match your impression of each person best to worst on the list.
Maybe these are your matches or your impression of each person.
These observations and isolation are by no means conclusive.
We are talking about forming impressions
based on others behaviors or the cues they give to us.
Possibly, the six examples convey certain information about them, but
not everything.
Our impressions and conclusions may not be accurate at times, because,
for instance, the quiets colleague is shy.
And the manager who raises his voice has a hearing issue.
We can go on with more examples.
The key thing is, our nonverbal cues creates a strong impression on others.
Sometimes stronger than always.
So it is important to note that our nonverbal cues must
compliment our verbal content.
Both cues must compliment to convey the intended message.
Let's now try and understand these cues a little better.
Try this exercise.
Use different tones of voice to express this statement.
The presentation was good.
Try to use a tone that carries a smile, a frown, anger,
sleepiness, and excitement.
What's the difference?
Which tone seems to make sense here?
Your intended message is best delivered with the tone that compliments the words.
In this case, maybe speaking with a smile or excitement.
Remember, use nonverbal cues that will compliment
the verbal content to be overall effective.
And of course persuasive.
All movements, this include leaning forward or
turning away when speaking with someone.
The right movement will encourage the desired response.
If not, the opposite may happen.
Imagine turning away from someone you obviously enjoy speaking with.
In this case, let's see what happens in the interaction between Amy and Lynn.
Amy is rushing off to prepare for a meeting, and has excused herself.
But Lynn seems to be following her along.
Not acting on the message she has given to her.
Do not use nonverbal cues that convey an opposite meaning to the verbal content.
Using nonverbal cues that convey an opposite meaning is potentially confusing,
and at times like this, annoying as well.
How about gestures?
How we use our hands or not use our hands to compliment our speech.
Let's take a look at these two scenarios where an introduction takes place.
How do gestures play a part?
In the first scenario, there are no hand gestures.
Simply the mentioning of both parties' names.
This is the second scenario.
Check out the use of eye contact, smile, and
open palmed gesturing towards the person being introduced.
The gestures helped to provide a physical bridge
almost between the two parties being introduced.
It guides the eyes toward the person and
have facial expressions as the introduction take place.
It is pivotal to compliment our words and speech with appropriate and
supporting gestures.
The gestures enhance the tone of your message.
In this case, a friendly introduction.
Proximity, which refers to space, are the sense of space one needs.
Often, it also describes our need for
personal space or personal bubble around us.
Let's look at these two colleagues who share a work station
which could be a cubicle or a pod.
>> Joan Yun, have you seen this?
>> What does Joan's wearing of the earphones tell us about her preference for
space?
It is not just physical space we are talking about here.
Joan needs personal space to focus and concentrate on her work.
Ted on the other hand, is exuberant and loves a good chat as he works.
He thinks aloud.
He does not seem to need as much or as big a personal space or
bubble around him to help him focus on his work.
>> Please go ahead.
>> Communicating for understanding is also about showing respect for
other's preferences when we interact with them.
Understanding our differences in our need for
space is an important part of showing understanding and respect.
Earlier on, in the example of making an introduction,
we talked about facial expressions.
Sometimes we do not know how open we are with our facial expressions.
And many times, our face may betray the sentiments in our words.
Let's look at these examples and
make a guess about the facial expression that accompanies the statement.
Like the tone of our voice, facial expressions reveal our emotions.
And should compliment our words.
You've probably matched the expression to the statements that seems logical.
Because our facial expressions, like tone of voice, should compliment and
logically indicates exactly what we intend to see.
Research on the signs of facial expressions has shown that expressing our
emotions through facial expressions helps us to build rapport and
trust with the people we communicate.
We need to pay close attention and
read these expressions well, in order to understand the full message.
And detect any concealment of information.
In a momentary change of facial expressions for
example, it carries an inconsistent message.
For instance, anxiety rather than excitement Just imagine
matching an unlikely facial expression to any of the examples on this slide.
What happens?
How has the message changed?
You have probably matched the expressions
to the statements that seemed logical to you.
This is because of facial expression, that tone of voice should
logically complement the overall verbal message we intend to convey.
Research on the science of facial expressions has shown that expressing our
emotion through facial expressions helps us to build rapport and
trust with the person we communicate.
Just imagine matching an unlikely facial expression
to any of the examples on this slide.
What happens?
How has the message changed?
Most of us know that making appropriate eye contact can help build rapport,
trust, and gain credibility.
Social psychologists tell us that most of us make eye contact for
about three seconds when we first meet someone.
They also tell us that making eye contact between 60% and
70% of the time when communicating with someone be chatting or
making presentations, helps to sustain interest and establish credibility.
In this scenarios, which type of eye contact do you think the manager should
have in order to convey the impression of confidence during his presentation?
He should ideally be looking at his target audience,
the client, consistently throughout the presentation.
Not making eye contact will affect his overall engagement.
And looking at his team and manager, suggests a sense of hesitation or
lack of confidence in his presentation.
Remember, we use nonverbal cues to affirm the intended meaning in our message.
Besides making and sustaining eye contact,
it is worth fighting up a bit more about eye contacts or guess when we make them.
Generally, eye contact expresses confidence, engagement and
even credibility.
However, sustained eye contact may not be appropriate in certain situations or
culture.
For example, where you've just introduced and there's a clear sense of hierarchy
between different parties sustained gaze or eye contact
may convey the message that you are judging or challenging another person.
Thus, you may appear to be judgmental or defiant.
On the other hand, sustained gaze in a social function,
may unintentionally signal interest for another person.
And these can make someone uncomfortable or cause misunderstanding.
Too little eye contact suggests a lack of interest, attention and credibility.
So how do we maintain eye contact?
How do we maintain appropriate eye contact?
It is always a good practice to observe and mirror the practice of those around
you, especially if you're in a new environment or new culture.
Remember, there are cultural differences in interpretation, perception, and
preference for nonverbal communication cues.
For instance, using the index finger to point to someone,
a location, or something, seems rather common.
However, in certain context,
pointing using the index finger can be offensive or condescending.
Use an open palm instead when you're making reference to someone,
something or somewhere.
Just like the way you introduce a person.
Handshake is one of the most fundamental considerations
when we talk about nonverbal cues.
Most of us know the difference between a firm handshake and a half hearted or
dead fish handshake.
Handshake is a fairly commonly used gesture between new acquaintances.
Express friendliness when introduced to someone through your handshake.
Initiate the handshake when greeting someone or when introduced.
Stand up if you are sitting, face the person, make eye contact, and
smile while shaking hands.
Keep the handshake firm by holding the other party's palm.
Make sure your palm is always facing sideways and not facing down.
Verbally greet the person while shaking hands.
>> Hi. Nice meeting you.
>> Yeah, you too.
>> Be prepared that handshakes may be avoided,
especially between members of the opposite gender, in some cultures.
In this situation, politely smile and put down your hand.
Acknowledge the person using eye contact and a gentle nod.
Never insist on shaking the other person's hand and respect their preference.
Remember, communication is about expressing understanding and respect for
the person you are paying attention to.
Sometimes, we are not aware that we may be too loud for other people's comfort.
Our own culture or environment may encourage exuberant and
highly audible conversations.
These may not be appreciated in another culture.
In fact, we may convey an impression of aggressiveness
if we continuously raise our voice when we speak when there is no need to.
Another factor that's culturally sensitive that we need to consider is touch.
Touch is a potentially sensitive topic.
It is best to avoid touching coworkers or
clients in a culture you're not familiar with.
They may be uncomfortable and
yet unwilling to risk offending by telling you.
By touch, this applies to the friendly hug and a pat on the back.
A pat on the back maybe deemed condescending in some cultures as it is
a gesture usually made by someone in a more senior position, a gentle reminder.
Preference for proximity and personal space differs.
Observe and respect other's need for space.
Here are few tips to remember, we are entering a new culture.
Research and observe the cultural norms around you.
Ask someone who is familiar with or from the culture.
Always aim to understand and show respect.
For the first meeting, dress professionally in neutral tones and
use a mild fragrance.
Choose to exercise restraint when you are in the mood to be expressive.
I hope you have gained new insights today.
As we discussed these non verbal communication cues.
Has the discussion on nonverbal cues helped you understand a coworker or
client's behavior better?
Are there aspects of nonverbal cues you would pay more attention to?
Can you think of some intercultural differences in interpretations
of nonverbal cues?
Consider Hofstede's cultural dimension on restraint
versus indulgence in interpretations of nonverbal cues.
In our lesson today, we have identified a range of nonverbal communication cues.
We have described our interpretations of nonverbal communication cues.
We have analyzed how nonverbal cues complement our verbal content.
We have explored good practices in using nonverbal cues in new cultural settings.
Thank you for joining me today.
In communicating for understanding lesson three, for
the first module of the course, becoming part of the globalized organization.
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