April 7, 2011
Hank, the General Manager of a local camera store, just slammed the phone back into its cradle because he just discovered a delay filling his order because of the disaster in Japan. Hank stares off in the distance worrying about his customers’ reaction when they discover they will not receive their cameras and equipment as promised. Mary, Hank’s secretary, sees the angry look on Hank’s face. She timidly knocks on his door. She jumps when Hank snaps his head in her direction because she is afraid he will yell at her for disturbing him. Hank waves for Mary to enter his office. Mary enters and quickly tells him that his 10:00 a.m. appointment called and asked to reschedule the appointment for next week because Diamond Jones’ father died the night before. Hank’s face becomes tighter with the fresh frustration over the cancellation. In a clipped tone, Hank tells Mary to please close the door and hold all of his calls. Mary quickly and quietly closes his door and returns to her desk. Through Hank’s verbal and nonverbal communication with his secretary, Mary interpreted Hank’s communication and acted accordingly. As seen above, through facial expressions, body language, and tone of voice one can tell what another is feeling. Effective and Ineffective Facial Demonstrative Communication between Sender and Receiver Facial expressions can convey many messages to others without the person saying one word. “There may also be universal expressions for surprise, contempt, and embarrassment as it is for anger, fear, sadness, disgust and enjoyment, but the evidence is not as complete” (Ekman, n.d., par 3). The facial expression in this scenario was both effective and ineffective. Hank had expression of contempt on his face about the delay in his shipment. Mary did not know this prior to her knocking on his door. Therefore, she did not know that the contempt Hank...
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