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Adopting a smile (even if we’re feeling stressed) can reduce the body’s stress levels. Before an interview, for example, if we focus on feeling confident, our face will convey that confidence to an interviewer. A change in facial expression can change our emotional state. We can send a silent message without saying a word. The muscles of our faces convey our emotions. For this reason, it is important to consider how we appear in business as well as what we say. They watched the rate of gesturing, time spent talking, and formality of dress to determine which candidates would be the most successful socially on the job (Gifford, et. Judges examining videotapes of actual applicants were able to assess the social skills of job candidates with the sound turned off. Research shows that nonverbal cues can also affect whether you get a job offer. According to one study, only 7% of a Receiver’s comprehension of a Message is based on the Sender’s actual words 38% is based on paralanguage (the tone, pace, and volume of speech), and 55% is based on nonverbal cues (body language) (Mehrabian, 1981). Research also shows that 55% of in-person communication comes from nonverbal cues like facial expressions, body stance, and tone of voice. But what you don’t say can be even more important. What you say is a vital part of any communication. Conference calls and speeches are oral one-to-many communications, and e-mails may have only one recipient or many. There are exceptions, of course: a voicemail is an oral Message that is asynchronous. It’s a “one-to-many” communication, as opposed to a one-to-one verbal conversation. A written communication can also be read by many people (such as all employees in a department or all customers). That is, the Sender can write a Message that the Receiver can read at any time, unlike a conversation that is carried on in real time. Written communication is often asynchronous (occurring at different times). Written communication, by contrast, can be constructed over a longer period of time. Normally, a verbal communication takes place in real time. They may be printed on paper, handwritten, or appear on the screen. Examples of written communications include memos, proposals, e-mails, letters, training manuals, and operating policies. In contrast to verbal communications, written business communications are printed messages. Feedback also helps the manager to tell whether she has communicated the Message correctly.) Feedback helps Bill to recognize any confusion he may have had hearing the manager’s Message. This is the Feedback portion of the communication, and verbal communication has the advantage of offering opportunities for immediate feedback. (Bill, who is good at active listening, repeats what he has heard. Each step consists of a specific task, time frame, quantity, or goal.)īill: “Sure thing! I’ll call Jones Computer Supplies and order 1,000 more printer toner cartridges, not exceeding a total of $30,000, to be here by Wednesday afternoon.” (The Manager breaks down the task into several steps. Could you place an order for 1,000 printer toner cartridges with Jones Computer Supplies? Our budget for this purchase is $30,000, and the cartridges need to be here by Wednesday afternoon.” Manager: “Our next step is to order more printer toner cartridges. (The Manager’s recognition of Bill’s role in a winning team further personalizes and emotionalizes the conversation.) Manager: “Your division’s numbers are looking great.” (By using the employee’s name, the manager is establishing a clear, personal link to the Receiver.) Manager (speaking on the phone): “Good morning, Bill!” Now let’s look at how the same Message can travel successfully from Sender to Receiver. We’ve already seen how the Manager’s request to Bill (“We need to buy more printer toner cartridges”) can go awry. This time, the Message is being conveyed from the Sender (the Manager) to the Receiver (an employee named Bill) by telephone. Let’s return to our printer cartridge example. Verbal communications in business take place over the phone or in person.