Page 82 - The Voice of Authority

Make Sure Your Nonverbal Cues
Don’t Contradict Your Words

Tell a nonperformer that her behavior is unacceptable, but
smile and nod encouragement at the wrong time during
your discussion, and she may walk out thinking “no big
deal” and revert to the status quo. Announce to the media
that the customer reports about defects in your product
are isolated incidents—but do it with a furrowed brow and
you may have lawyers solic-
iting class-action claims by
Words alone never carry noon. Tell your team that
the complete message. “things are under control”
Messages come from con- and that you have the boss’s
text, relationship, tim- complete confidence. But
ing, tone of voice, what do it with a nervous fidget
was said, what was not and they may wonder if
you’ll hold your job long
said, and body language. enough to report the team’s
All these things together recommendations at all.
comprise the total mes- Words alone never carry
sage that people “hear.” the complete message. Mes-
sages come from context,
relationship, timing, tone
of voice, what was said, what was not said, and body lan-
guage. All these things together comprise the total message
that people “hear.”

Adapt Your Style to the Person and Purpose

George S. Patton, more affectionately known as “Old
Blood and Guts,” graduated from West Point in 1909 and
was commissioned as an officer in the U.S. Army. From a
wealthy and educated family, he was introduced to

70 The Voice of Authority