Page 16 - Today’s Business Communication; A How-to Guide for the Modern Professional

WhY MUST I READ ThIS BOOk AND FOLLOW YOUR ADvICE 5

very well. What they understand is that when our verbal communication
and nonverbal communication do not match (e.g., telling a prospective
employer how interested you are in a job while leaning back, rolling your
eyes, and crossing your arms), audiences give greater weight to the non-
verbal behavior. So, when our verbal communication and nonverbal com-
munication do not match, our messages lose clarity and become open to
interpretation. And if there is one thing business communicators don’t
like, it is losing control of their messages.
Think about a time when you suspected that a coworker was being
dishonest with you. Chances are that, once your suspicion was adequately
aroused, you began to pay attention to the coworker’s nonverbal behavior
(e.g., failure to make eye contact, taking longer to respond to questions).
Our interpretation of those behaviors was likely influenced by our past
experiences with the person, with other persons, and by other outside
factors. Although that approach is natural and reasonable, studies suggest
those nonverbal behaviors are not the most indicative of deception and
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that we are not very good lie detectors. Therefore, when our cowork-
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er’s words are not matched by adequate eye contact, we tend to presume
deception. Unfortunately, that conclusion may very well be incorrect. To
ensure our messages are perceived appropriately, we must work to make
sure that our verbal communication and nonverbal communication do
not contradict one another.

It is probably worth mentioning that little white lies can be useful
when used to help others avoid embarrassment. For example, when
your pregnant spouse complains of feeling fat, it might be useful to
tell her she has never looked more beautiful. Or, if your new colleague
comes to a meeting in mismatched socks, and asks whether anyone has
noticed, you might tell him that he looks epic.

Your Written Messages Are Permanent

Despite advances in social media, email is still one of the primary com-
munication tools in the workplace. Although we use it frequently each
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day, too many communicators forget that email can often carry the
same legal weight as other forms of written communication. In the sec-
tion that follows, we share advice from an attorney who explains how