03 Oct Non Verbal Communication
A strong handshake and assertive greeting may not be the best way to make a good first impression. New research suggests that people respond more positively to someone who comes across as trustworthy rather than confident. Social psychologist Amy Cuddy of Harvard Business School is studying how we evaluate people we meet. Cuddy is known for her research on power posing, which she presented last year at TedGlobal and the annual PopTech conference in Maine. This research suggests that if you strike a strong pose — where you take up as much space as possible — your levels of testosterone rise, while cortisol levels drop. The result: If you do it for two minutes before going into a job interview or other public performance, you will have more confidence and perform better.
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According to experts, a substantial portion of our communication is nonverbal. Every day, we respond to thousands on nonverbal cues and behaviors including postures, facial expression, eye gaze, gestures, and tone of voice. From our handshakes to our hairstyles, nonverbal details reveal who we are and impact how we relate to other people.
Scientific research on nonverbal communication and behavior began with the 1872 publication of Charles Darwin’s The Expression of the Emotions in Man and Animals. Since that time, there has been an abundance of research on the types, effects, and expressions of unspoken communication and behavior. While these signals are often so subtle that we are not consciously aware of them, research has identified several different types of nonverbal communication. In many cases, we communicate information in nonverbal ways using groups of behaviors. For example, we might combine a frown with crossed arms and unblinking eye gaze to indicate disapproval.
1. Facial Expressions
Facial expressions are responsible for a huge proportion of nonverbal communication. Consider how much information can be conveyed with a smile or a frown. The look on a person face is often the first thing we see, even before we hear what they have to say. While nonverbal communication and behavior can vary dramatically between cultures, the facial expressions for happiness, sadness, anger, and fear are similar throughout the world.
Deliberate movements and signals are an important way to communicate meaning without words. Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other gestures are arbitrary and related to culture. In courtroom settings, lawyers have been known to utilize different nonverbal signals to attempt to sway juror opinions. An attorney might glance at his watch to suggest that the opposing lawyer’s argument is tedious or might even roll his eyes at the testimony offered by a witness in an attempt to undermine his or her credibility. These nonverbal signals are seen as being so powerful and influential that some judges even place limits on what type of nonverbal behaviors are allowed in the courtroom.
Paralinguistics refers to vocal communication that is separate from actual language. This includes factors such as tone of voice, loudness, inflection, and pitch. Consider the powerful effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone of voice might convey disapproval and a lack of interest. Consider all the different ways simply changing your tone of voice might change the meaning of a sentence. A friend might ask you how you are doing, and you might respond with the standard “I’m fine,” but how you actually say those words might reveal a tremendous amount of how you are really feeling. A cold tone of voice might suggest that you are actually not fine, but you don’t wish to discuss it. A bright, happy tone of voice will reveal that you are actually doing quite well. A somber, downcast tone would indicate that you are the opposite of fine and that perhaps your friend should inquire further.
4. Body Language and Posture
Posture and movement can also convey a great deal on information. Research on body language has grown significantly since the 1970’s, but popular media have focused on the over-interpretation of defensive postures, arm-crossing, and leg-crossing, especially after the publication of Julius Fast’s book Body Language. While these nonverbal behaviors can indicate feelings and attitudes, research suggests that body language is far more subtle and less definitive that previously believed.
People often refer to their need for “personal space,” which is also an important type of nonverbal communication. The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social norms, cultural expectations, situational factors, personality characteristics, and level of familiarity. For example, the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet.
6. Eye Gaze
The eyes play an important role in nonverbal communication and such things as looking, staring, and blinking can also be important nonverbal behaviors. When people encounter people or things that they like, the rate of blinking increases and pupils dilate. Looking at another person can indicate a range of emotions including hostility, interest, and attraction. People also utilize eye gaze a means to determine if someone is being honest. Normal, steady eye contact is often taken as a sign that a person is telling the truth and is trustworthy. Shifty eyes and an inability to maintain eye contact, on the other hand, is frequently seen as an indicator that someone is lying or being deceptive.
Communicating through touch is another important nonverbal behavior. There has been a substantial amount of research on the importance of touch in infancy and early childhood. Harry Harlow’s classic monkey study demonstrated how the deprivation of touch and contact impedes development. Baby monkeys raised by wire mothers experienced permanent deficits in behavior and social interaction. Touch can be used to communicate affection, familiarity, sympathy, and other emotions. In her book Interpersonal Communication: Everyday Encounters, author Julia Wood writes that touch is also often used as a way to communicate both status and power. Researchers have found that high-status individuals tend to invade other people’s personal space with greater frequency and intensity than lower-status individuals. Sex differences also play a role in how people utilize touch to communicate meaning. Women tend to use touch to convey care, concern, and nurturance. Men, on the other hand, are more likely to use touch to assert power or control over others.
Our choice of color, clothing, hairstyles, and other factors affecting appearance are also considered a means of nonverbal communication. Research on color psychology has demonstrated that different colors can evoke different moods. Appearance can also alter physiological reactions, judgments, and interpretations. Just think of all the subtle judgements you quickly make about someone based on his or her appearance. These first impressions are important, which is why experts suggest that job seekers dress appropriately for interviews with potential employers. Researchers have found that appearance can play a role in how people are perceived and even how much they earn. One 1996 study found that attorneys who were rated as more attractive than their peers earned nearly 15 percent more than those ranked as less attractive. Culture can have an important influence in how appearances are judged. While thinness tends to be valued in Western cultures, some African cultures relate full-figured bodies to better health, wealth, and social status.
Objects and images are also tools that can be used to communicate nonverbally. On an online forum, for example, you might select an avatar to represent your identity online and to communicate information about who you are and the things you like. People often spend a great deal of time developing a particular image and surrounding themselves with objects designed to convey information about the things that are important to them. Uniforms, for example, can be used to transmit a tremendous amount of information about a person. A soldier will don fatigues, a police offers will wear a uniform, and a doctor will wear a white lab coat. At a mere glance, these outfits tell people what a person does for a living.
Nonverbal communication plays an important role in how we convey meaning and information to others, as well as how we interpret the actions of those around us. The important thing to remember when looking at such nonverbal behaviors is to consider the actions in groups. What a person actually says along with his or her expressions, appearance, and tone of voice might tell you a great deal about what that person is really trying to say.
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Is it better to be loved or feared?
Niccolò Machiavelli pondered that timeless conundrum 500 years ago and hedged his bets. “It may be answered that one should wish to be both,” he acknowledged, “but because it is difficult to unite them in one person, it is much safer to be feared than loved.”
Now behavioral science is weighing in with research showing that Machiavelli had it partly right: When we judge others—especially our leaders—we look first at two characteristics: how lovable they are (their warmth, communion, or trustworthiness) and how fearsome they are (their strength, agency, or competence). Although there is some disagreement about the proper labels for the traits, researchers agree that they are the two primary dimensions of social judgment.
Why are these traits so important? Because they answer two critical questions: “What are this person’s intentions toward me?” and “Is he or she capable of acting on those intentions?” Together, these assessments underlie our emotional and behavioral reactions to other people, groups, and even brands and companies. Research by one of us, Amy Cuddy, and colleagues Susan Fiske, of Princeton, and Peter Glick, of Lawrence University, shows that people judged to be competent but lacking in warmth often elicit envy in others, an emotion involving both respect and resentment that cuts both ways. When we respect someone, we want to cooperate or affiliate ourselves with him or her, but resentment can make that person vulnerable to harsh reprisal (think of disgraced Tyco CEO Dennis Kozlowski, whose extravagance made him an unsympathetic public figure). On the other hand, people judged as warm but incompetent tend to elicit pity, which also involves a mix of emotions: Compassion moves us to help those we pity, but our lack of respect leads us ultimately to neglect them (think of workers who become marginalized as they near retirement or of an employee with outmoded skills in a rapidly evolving industry).
To be sure, we notice plenty of other traits in people, but they’re nowhere near as influential as warmth and strength. Indeed, insights from the field of psychology show that these two dimensions account for more than 90% of the variance in our positive or negative impressions we form of the people around us.
So which is better, being lovable or being strong? Most leaders today tend to emphasize their strength, competence, and credentials in the workplace, but that is exactly the wrong approach. Leaders who project strength before establishing trust run the risk of eliciting fear, and along with it a host of dysfunctional behaviors. Fear can undermine cognitive potential, creativity, and problem solving, and cause employees to get stuck and even disengage. It’s a “hot” emotion, with long-lasting effects. It burns into our memory in a way that cooler emotions don’t. Research by Jack Zenger and Joseph Folkman drives this point home: In a study of 51,836 leaders, only 27 of them were rated in the bottom quartile in terms of likability and in the top quartile in terms of overall leadership effectiveness—in other words, the chances that a manager who is strongly disliked will be considered a good leader are only about one in 2,000.
A growing body of research suggests that the way to influence—and to lead—is to begin with warmth. Warmth is the conduit of influence: It facilitates trust and the communication and absorption of ideas. Even a few small nonverbal signals—a nod, a smile, an open gesture—can show people that you’re pleased to be in their company and attentive to their concerns. Prioritizing warmth helps you connect immediately with those around you, demonstrating that you hear them, understand them, and can be trusted by them.
When Strength Comes First
Most of us work hard to demonstrate our competence. We want to see ourselves as strong—and want others to see us the same way. We focus on warding off challenges to our strength and providing abundant evidence of competence. We feel compelled to demonstrate that we’re up to the job, by striving to present the most innovative ideas in meetings, being the first to tackle a challenge, and working the longest hours. We’re sure of our own intentions and thus don’t feel the need to prove that we’re trustworthy—despite the fact that evidence of trustworthiness is the first thing we look for in others.
Organizational psychologists Andrea Abele, of the University of Erlangen-Nuremberg, and Bogdan Wojciszke, of the University of Gdańsk, have documented this phenomenon across a variety of settings. In one experiment, when asked to choose between training programs focusing on competence-related skills (such as time management) and warmth-related ones (providing social support, for instance), most participants opted for competence-based training for themselves but soft-skills training for others. In another experiment, in which participants were asked to describe an event that shaped their self-image, most told stories about themselves that emphasized their own competence and self-determination (“I passed my pilot’s license test on the first try”), whereas when they described a similar event for someone else, they focused on that person’s warmth and generosity (“My friend tutored his neighbor’s child in math and refused to accept any payment”).
But putting competence first undermines leadership: Without a foundation of trust, people in the organization may comply outwardly with a leader’s wishes, but they’re much less likely to conform privately—to adopt the values, culture, and mission of the organization in a sincere, lasting way. Workplaces lacking in trust often have a culture of “every employee for himself,” in which people feel that they must be vigilant about protecting their interests. Employees can become reluctant to help others because they’re unsure of whether their efforts will be reciprocated or recognized. The result: Shared organizational resources fall victim to the tragedy of the commons.
When Warmth Comes First
Although most of us strive to demonstrate our strength, warmth contributes significantly more to others’ evaluations of us—and it’s judged before competence. Princeton social psychologist Alex Todorov and colleagues study the cognitive and neural mechanisms that drive our “spontaneous trait inferences”—the snap judgments we make when briefly looking at faces. Their research shows that when making those judgments, people consistently pick up on warmth faster than on competence. This preference for warmth holds true in other areas as well. In a study led by Oscar Ybarra, of the University of Michigan, participants playing a word game identified warmth-related words (such as “friendly”) significantly faster than competence-related ones (such as “skillful”).
Behavioral economists, for their part, have shown that judgments of trustworthiness generally lead to significantly higher economic gains. For example, Mascha van ’t Wout, of Brown University, and Alan Sanfey, of the University of Arizona, asked subjects to determine how an endowment should be allocated. Players invested more money, with no guarantee of return, in partners whom they perceived to be more trustworthy on the basis of a glance at their faces.
In management settings, trust increases information sharing, openness, fluidity, and cooperation. If coworkers can be trusted to do the right thing and live up to their commitments, planning, coordination, and execution are much easier. Trust also facilitates the exchange and acceptance of ideas—it allows people to hear others’ message—and boosts the quantity and quality of the ideas that are produced within an organization. Most important, trust provides the opportunity to change people’s attitudes and beliefs, not just their outward behavior. That’s the sweet spot when it comes to influence and the ability to get people to fully accept your message.
The Happy Warrior
The best way to gain influence is to combine warmth and strength—as difficult as Machiavelli says that may be to do. The traits can actually be mutually reinforcing: Feeling a sense of personal strength helps us to be more open, less threatened, and less threatening in stressful situations. When we feel confident and calm, we project authenticity and warmth.
Understanding a little bit about our chemical makeup can shed some light on how this works. The neuropeptides oxytocin and arginine vasopressin, for instance, have been linked to our ability to form human attachments, to feel and express warmth, and to behave altruistically. Recent research also suggests that across the animal kingdom feelings of strength and power have close ties to two hormones: testosterone (associated with assertiveness, reduced fear, and willingness to compete and take risks) and cortisol (associated with stress and stress reactivity).
One study, by Jennifer Lerner, Gary Sherman, Amy Cuddy, and colleagues, brought hundreds of people participating in Harvard executive-education programs into the lab and compared their levels of cortisol with the average levels of the general population. The leaders reported less stress and anxiety than did the general population, and their physiology backed that up: Their cortisol levels were significantly lower. Moreover, the higher their rank and the more subordinates they managed, the lower their cortisol level. Why? Most likely because the leaders had a heightened sense of control—a psychological factor known to have a powerful stress-buffering effect. According to research by Pranjal Mehta, of the University of Oregon, and Robert Josephs, of the University of Texas, the most effective leaders, regardless of gender, have a unique physiological profile, with relatively high testosterone and relatively low cortisol.
Such leaders face troubles without being troubled. Their behavior is not relaxed, but they are relaxed emotionally. They’re often viewed as “happy warriors,” and the effect of their demeanor on those around them is compelling. Happy warriors reassure us that whatever challenges we may face, things will work out in the end. Ann Richards, the former governor of Texas, played the happy warrior by pairing her assertiveness and authority with a big smile and a quick wit that made it clear she did not let the rough-and-tumble of politics get her down.
During crises, these are the people who are able to keep that influence conduit open and may even expand it. Most people hate uncertainty, but they tolerate it much better when they can look to a leader who they believe has their back and is calm, clearheaded, and courageous. These are the people we trust. These are the people we listen to.
Before people decide what they think of your message, they decide what they think of you.
There are physical exercises that can help to summon self-confidence—and even alter your body’s chemistry to be more like that of a happy warrior. Dana Carney, Amy Cuddy, and Andy Yap suggest that people adopt “power poses” associated with dominance and strength across the animal kingdom. These postures are open, expansive, and space-occupying (imagine Wonder Woman and Superman standing tall with their hands on their hips and feet spread apart). By adopting these postures for just two minutes prior to social encounters, their research shows, participants significantly increased their testosterone and decreased their cortisol levels.
Bear in mind that the signals we send can be ambiguous—we can see someone’s reaction to our presence, but we may not be sure exactly what the person is reacting to. We may feel a leader’s warmth but remain unsure whether it is directed at us; we sense her strength but need reassurance that it is squarely aimed at the shared challenge we face. And, as we noted earlier, judgments are often made quickly, on the basis of nonverbal cues. Especially when facing a high-pressure situation, it is useful for leaders to go through a brief warm-up routine beforehand to get in the right state of mind, practicing and adopting an attitude that will help them project positive nonverbal signals. We refer to this approach as “inside-out,” in contrast to the “outside-in” strategy of trying to consciously execute specific nonverbal behaviors in the moment. Think of the difference between method acting and classical acting: In method acting, the actor experiences the emotions of the character and naturally produces an authentic performance, whereas in classical acting, actors learn to exercise precise control of their nonverbal signals. Generally speaking, an inside-out approach is more effective.
There are many tactics for projecting warmth and competence, and these can be dialed up or down as needed. Two of us, John Neffinger and Matt Kohut, work with leaders from many walks of life in mastering both nonverbal and verbal cues. Let’s look now at some best practices.
How to Project Warmth
Efforts to appear warm and trustworthy by consciously controlling your nonverbal signals can backfire: All too often, you’ll come off as wooden and inauthentic instead. Here are ways to avoid that trap.
Find the right level.
When people want to project warmth, they sometimes amp up the enthusiasm in their voice, increasing their volume and dynamic range to convey delight. That can be effective in the right setting, but if those around you have done nothing in particular to earn your adulation, they’ll assume either that you’re faking it or that you fawn over everyone indiscriminately.
A better way to create vocal warmth is to speak with lower pitch and volume, as you would if you were comforting a friend. Aim for a tone that suggests that you’re leveling with people—that you’re sharing the straight scoop, with no pretense or emotional adornment. In doing so, you signal that you trust those you’re talking with to handle things the right way. You might even occasionally share a personal story—one that feels private but not inappropriate—in a confiding tone of voice to demonstrate that you’re being forthcoming and open. Suppose, for instance, that you want to establish a bond with new employees you’re meeting for the first time. You might offer something personal right off the bat, such as recalling how you felt at a similar point in your career. That’s often enough to set a congenial tone.
Before people decide what they think of your message, they decide what they think of you. If you show your employees that you hold roughly the same worldview they do, you demonstrate not only empathy but, in their eyes, common sense—the ultimate qualification for being listened to. So if you want colleagues to listen and agree with you, first agree with them.
Imagine, for instance, that your company is undergoing a major reorganization and your group is feeling deep anxiety over what the change could mean—for quality, innovation, job security. Acknowledge people’s fear and concerns when you speak to them, whether in formal meetings or during watercooler chats. Look them in the eye and say, “I know everybody’s feeling a lot of uncertainty right now, and it’s unsettling.” People will respect you for addressing the elephant in the room, and will be more open to hearing what you have to say.
Smile—and mean it.
When we smile sincerely, the warmth becomes self-reinforcing: Feeling happy makes us smile, and smiling makes us happy. This facial feedback is also contagious. We tend to mirror one another’s nonverbal expressions and emotions, so when we see someone beaming and emanating genuine warmth, we can’t resist smiling ourselves.
Warmth is not easy to fake, of course, and a polite smile fools no one. To project warmth, you have to genuinely feel it. A natural smile, for instance, involves not only the muscles around the mouth but also those around the eyes—the crow’s feet.
So how do you produce a natural smile? Find some reason to feel happy wherever you may be, even if you have to resort to laughing at your predicament. Introverts in social settings can single out one person to focus on. This can help you channel the sense of comfort you feel with close friends or family.
For example, KNP worked with a manager who was having trouble connecting with her employees. Having come up through the ranks as a highly analytic engineer, she projected competence and determination, but not much warmth. We noticed, however, that when she talked about where she grew up and what she learned about life from the tight-knit community in her neighborhood, her demeanor relaxed and she smiled broadly. By including a brief anecdote about her upbringing when she kicked off a meeting or made a presentation, she was able to show her colleagues a warm and relatable side of herself.
One thing to avoid: smiling with your eyebrows raised at anyone over the age of five. This suggests that you are overly eager to please and be liked. It also signals anxiety, which, like warmth, is contagious. It will cost you much more in strength than you will gain in warmth.
How to Project Strength
Strength or competence can be established by virtue of the position you hold, your reputation, and your actual performance. But your presence, or demeanor, always counts, too. The way you carry yourself doesn’t establish your skill level, of course, but it is taken as strong evidence of your attitude—how serious you are and how determined to tackle a challenge—and that is an important component of overall strength. The trick is to cultivate a demeanor of strength without seeming menacing.
Feel in command.
Warmth may be harder to fake, but confidence is harder to talk yourself into. Feeling like an impostor—that you don’t belong in the position you’re in and are going to be “found out”—is very common. But self-doubt completely undermines your ability to project confidence, enthusiasm, and passion, the qualities that make up presence. In fact, if you see yourself as an impostor, others will, too. Feeling in command and confident is about connecting with yourself. And when we are connected with ourselves, it is much easier to connect with others.
Holding your body in certain ways, as we discussed previously, can help. Although we refer to these postures as power poses, they don’t increase your dominance over others. They’re about personal power—your agency and ability to self-regulate. Recent research led by Dacher Keltner, of the University of California, Berkeley, shows that feeling powerful in this way allows you to shed the fears and inhibitions that can prevent you from bringing your fullest, most authentic and enthusiastic self to a high-stakes professional situation, such as a pitch to investors or a speech to an influential audience.
Stand up straight.
It is hard to overstate the importance of good posture in projecting authority and an intention to be taken seriously. As Maya Angelou wrote, “Stand up straight and realize who you are, that you tower over your circumstances.” Good posture does not mean the exaggerated chest-out pose known in the military as standing at attention, or raising one’s chin up high. It just means reaching your full height, using your muscles to straighten the S-curve in your spine rather than slouching. It sounds trivial, but maximizing the physical space your body takes up makes a substantial difference in how your audience reacts to you, regardless of your height.
Get ahold of yourself.
When you move, move deliberately and precisely to a specific spot rather than casting your limbs about loose-jointedly. And when you are finished moving, be still. Twitching, fidgeting, or other visual static sends the signal that you’re not in control. Stillness demonstrates calm. Combine that with good posture, and you’ll achieve what’s known as poise, which telegraphs equilibrium and stability, important aspects of credible leadership presence.
Standing tall is an especially good way to project strength because it doesn’t interfere with warmth in the way that other signals of strength—cutting gestures, a furrowed brow, an elevated chin—often do. People who instruct their children to stand up straight and smile are on to something: This simple combination is perhaps the best way to project strength and warmth simultaneously.If you want to effectively lead others, you have to get the warmth-competence dynamic right. Projecting both traits at once is difficult, but the two can be mutually reinforcing—and the rewards substantial. Earning the trust and appreciation of those around you feels good. Feeling in command of a situation does, too. Doing both lets you influence people more effectively.
The strategies we suggest may seem awkward at first, but they will soon create a positive feedback loop. Being calm and confident creates space to be warm, open, and appreciative, to choose to act in ways that reflect and express your values and priorities. Once you establish your warmth, your strength is received as a welcome reassurance. Your leadership becomes not a threat but a gift.
By Amy J.C. Cuddy, Associate Professor of Business Administration, Hellman Faculty Fellow
Social psychologist Amy Cuddy, Associate Professor at Harvard Business School, uses experimental methods to investigate how people judge and influence each other and themselves. Her research suggests that judgments along two critical trait dimensions – warmth/trustworthiness and competence/power – shape social interactions, determining such outcomes as who gets hired and who doesn’t, when we are more or less likely to take risks, why we admire, envy, or disparage certain people, elect politicians, or even target minority groups for genocide. Cuddy’s recent work focuses on how we embody and express competence and warmth, linking our body language to our feelings, physiology, and behavior. Her latest research illuminates how “faking” body postures that convey competence and power (“power posing”) – even for as little as two minutes — changes our testosterone and cortisol levels, increases our appetite for risk, causes us to perform better in job interviews, and generally configures our brains to cope well in stressful situations. In short, as David Brooks summarized the findings, “If you act powerfully, you will begin to think powerfully.” Ultimately, Cuddy’s research suggests that when people feel personally powerful, they become more present: better connected with their own thoughts and feelings, which helps them to better connect with the thoughts and feelings of others. Presence — characterized by enthusiasm, confidence, engagement, and the ability to connect with and even captivate an audience — boosts people’s performance in a wide range of domains.
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