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can communicate simply and clearly project a stronger image than those who write a
lot but say nothing.
Nonverbal Communication
What you say is a vital part of any communication. But what you don’t say can

be even more important. Research also shows that 55% of in-person communication
comes from nonverbal cues like facial expressions, body stance, and tone of voice.
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,
[5]
and volume of speech), and 55% is based on nonverbal cues (body language).
Research shows that nonverbal cues can also affect whether you get a job offer.
Judges examining videotapes of actual applicants were able to assess the social skills
of job candidates with the sound turned off. 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. For this reason, it is important to consider how
[6]
we appear in business as well as what we say. The muscles of our faces convey our
emotions. We can send a silent message without saying a word. A change in facial
expression can change our emotional state. Before an interview, for example, if we
focus on feeling confident, our face will convey that confidence to an interviewer.
Adopting a smile (even if we’re feeling stressed) can reduce the body’s stress levels.
To be effective communicators, we need to align our body language,
appearance, and tone with the words we’re trying to convey. Research shows that
when individuals are lying, they are more likely to blink more frequently, shift their
[7]
weight, and shrug.
Another element of nonverbal communication is tone. A different tone can
change the perceived meaning of a message. Table 12.2 "Don’t Use That Tone with
Me!"demonstrates how clearly this can be true, whether in verbal or written
communication. If we simply read these words without the added emphasis, we
would be left to wonder, but the emphasis shows us how the tone conveys a great
deal of information. Now you can see how changing one’s tone of voice or writing
can incite or defuse a misunderstanding.
Table 12.2 Don’t Use That Tone with Me!
Placement of the emphasis What it means

I did not tell John you were late. Someone else told John you were late.

I did not tell John you were late. This did not happen.

I did not tell John you were late. I may have implied it.
I did not tell John you were late. But maybe I told Sharon and José.

I did not tell John you were late. I was talking about someone else.

I did not tell John you were late. I told him you still are late.

I did not tell John you were late. I told him you were attending another meeting.
Changing your tone can dramatically change your meaning.

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