Nonverbal Communication

Reading Nonverbal Cues

• Aggressive: frowns, pursed lips, glaring, squinting, clenching fists, red face, invading personal space, shaking a finger, sudden movements
• Attentive: holding still while listening, leaning forward, gazing, ignoring distractions, nodding slowly, paraphrasing what's been said
• Bored: looking around, drumming fingers, yawning, slouching, finding other things to do, looking at the clock repeatedly
• Deceptive: forced smiles (eyes aren't smiling when the mouth is), sweating, sudden movements, twitching, seems distracted, fidgeting
• Defensive: covering vital organs, lowering chin, crossing arms, using a physical barrier, making oneself small, tensing up, glancing around as if looking for an escape
• Relaxed: steady breathing, lowered voice, arms hang to sides, using hands when talking, smooth gestures, smiling, even speed and pitch in speaking, little blinking, unwrinkled forehead

Nonverbal Communication: Case Study

Marcus has arrived ten minutes early for his job interview at ABC Company. His suit is pressed, and his tie is brand new. He checks in with the receptionist who sits behind a glass desk with nothing on it but a computer, a phone, and a framed photo of a Golden Retriever. Her hair is intricately styled, and her nails are perfectly manicured. She looks Marcus up and down, smiles a bit, nods, and asks him to have a seat. Marcus sits upright quietly in the lobby with his briefcase on his lap.

Twenty minutes later, the company's manager enters and shakes Marcus' hand in both of his. The manager asks Marcus to follow him, and the two walk down the stark hallway to his office. Once inside, the manager moves a stack of files off of a chair to make room for Marcus to sit down. He closes the door and takes his place behind a desk crowded with family vacation photos, wind-up toys, and more files. Marcus sits back in his chair with his arms crossed over his chest. The manager also leans back in his chair.

The manager reviews Marcus' resume, looks directly at him, and tells him how great it looks. He asks Marcus about his previous employment. Marcus looks at the floor and fidgets with his fingers as he talks about his experience working at another company. When finished, he looks back at the manager who asks a question about his interests. As Marcus talks about his love for music, he leans forward and talks more rapidly. He uses his hands to emphasize what he is saying and smiles while speaking.

The interview is concluded a few minutes early. The manager offers a firm handshake, which Marcus accepts, but both men are aware that a future working relationship isn't likely.

]]>