Messages have verbal and
nonverbal components

Steve learned that both internal candidates and outsiders to the organization could apply. He updated his resume, contacted people for letters of recommendation, and wrote a cover letter matching his qualification and achievements to the job requirements listed in the announcement. Steve knew that these formal steps would not be enough and that he should also talk to the people responsible for the final decision concerning the district manager position. He asked for a meeting with his direct supervisor, Nancy Miyamoto, to tell her of his plans. Steve knew that Nancy would be contacted for a reference and so he wanted her support. After the meeting, one of Steve's friends asked, "How did your talk with your boss go?" Steve replied, "She used the right words indicating that she supported me, but I'm not sure about the rest of her message."

In thinking about his meeting with Nancy, Steve is being sensitive to both the verbal and the nonverbal aspects of their communication.

Verbal aspects center on the choice of vocabulary words. Nonverbal aspects include important elements such as tone of voice, body movements, gestures such as rising when a person enters an office, and facial movements.

Estimates differ concerning how much of the total meaning of face-to-face communication is determined by verbal compared with nonverbal signals. Various additional factors will be influential, such as people's personalities and organizational norms. But it is safe to say that in many individual conversations, as much as 80 percent of the conversation can be determined by nonverbal cues.

For example, Nancy might choose to use the words, "I think that is a great idea," when Steve talks about his plans to apply for the district directorship. This could be very positive if Nancy uses an animated tone of voice, smiles when talking, maintains eye contact, and shows a relaxed body posture. But the message could be very negative if Nancy uses a snide tone of voice, frowns and looks up at the ceiling when talking, and shows a tense body posture. Nancy can also use a neutral set of nonverbal behaviors to accompany her choice of vocabulary. Her tone of voice can be rather flat, neither effervescent nor snide. She can maintain eye contact, but speak with a slight rather than glowing smile. Nancy might choose to communicate this way if there is another candidate besides Steve. She may want to be supportive of both candidates and not communicate a preference for one over the other.

The combination of verbal and nonverbal cues is complex and no one is accurate all the time when sending or receiving messages.

One way of increasing accuracy is for people to be sensitive to each other's baselines. People develop habitual ways of behaving, and if they behave in a similar manner on different days, these are known as their baselines. Some people are constantly excited and animated, so it can be hard to determine when they are truly in favor of a workplace proposal. Some people are very cool and calm, so it can be easier to interpret nonverbal cues indicating a positive reaction.

A slight grin from one person may be the equivalent to the beaming smile from another. A move from a poker face to clear distress from one person may be equivalent to the slight frown shown by another person.