6. Fillers such as “umm” and “like” are considered nonverbal communication.
7. Regulative rules define what communication means by prompting us to count certain kinds
of communication.
8. Space, environment, and touch are all nonverbal codes of communication.
9. Oculesics is the study of eye behavior.
10. Facial behavior is considered the most powerful form of nonverbal communication.
11. The jewelry, tattoos, piercings, and makeup a person uses are known as emblems.
12. Affect displays complement, enhance, or substitute for a verbal message.
13. A hug or pat on the back is an example of a social touch.
14. Shared understanding of what communication means and what constitutes appropriate
communication are known as communication rules.
15. Verbal communication does not carry any symbolic meaning or understanding.
16. The second step of the KEYS process is to evaluate the professional context.
17. The third step of the KEYS process is to step back and relax.
18. Vocalics are sometimes referred to as oculesics.
19. Vocalics refer to how people use their voices to communicate and express themselves.
20. Vocalics provide information about our self-confidence and knowledge and influence how
we are perceived by others.
21. Our relationships with others, power and status, and our cultural backgrounds determine
how physically close we get to others and how close we let others get to us.
22. Proxemics refers to the impact of touch on communication.
23. Environmental factors, such as architecture, design, doors, windows, color, lighting, smell,
seating arrangements, temperature, and cleanliness, have no influence on people.
24. Negative emotions and aggressive behavior of employees are two noticeable reasons for
increased organizational costs.
25. Formality refers to an understanding people have of environment that relates to how
comfortably they can behave, in light of their expectations.
26. When we think in terms of the warmth of an environment, we are focused on the
temperature inside that space.
27. Not knowing where we are and what to expect makes us feel less comfortable.
28. Smells in an environment contribute to our perception of warmth.
29. Every time Katie visits her grandmother, she can smell the aroma of chocolate chip cookies
or an apple pie baking in the oven. These smells make Katie comfortable and what she feels is a
sense of warmth at her grandmother’s house.
30. When Chris goes to the movies alone, he generally tries to sit by himself near the top rows
of seats or as close to the movie screen as he can, since most people don’t seem to like sitting
in those areas of the theater. Choosing to sit in those areas in order to feel more comfortable is
an example of Chris seeking privacy.
31. Missy has been asked to interview for her dream job. Among the aspects of her appearance
that she wants to address are her glasses because she wants to make a good impression. When
considering personal appearance, Missy’s glasses would be known as artifacts.
32. Teddy’s career mentor has told him to be sure he pays attention to his physical appearance
and artifacts when looking for a job and dress for success. Teddy has received an invitation to
interview for a job and makes sure that he has the appropriate clothes and his shoes are
shined. Teddy has decided to wear a short-sleeved shirt, which will allow his tattoos to be seen
by the interviewer. Teddy does not consider the tattoos to fit into the category of “artifacts.”
Teddy is correct in his assumption.
33. A tourist has asked Felipe the way to the nearest café. Felipe gives the tourist verbal
directions and, at the same time, points in the direction of the café. Felipe is using a regulator
to help direct the tourist.
34. During his first speech in his public speaking class, Erik has one of his hands in his pants
pocket and is rattling his car keys while pacing back-and-forth as he speaks. Erik is exhibiting
adaptors.
35. Seeing someone using adapters can alert us to that person’s discomfort in some way.
36. Social norms and communication expectations in our culture set the rules for what kinds of
emotional expressions are appropriate in certain situations.
37. Evasive glances and limited-duration eye contact on the part of a communicator tend to
reduce compliance with requests.
Short Answer
1. When we reduce the intensity of our facial expression connected to a certain emotion, it is
called ______.
2. Touch is also called______.
3. The professional handshake is an example of ______ touch.
4. The ______ layer reveals “how you feel about the other person; whether you like or dislike
the other person, feel in control or subordinate, feel comfortable or anxious, and so on.”
5. ______ are gestures we use to release tension.
6. Colton is studying human movement, gestures, and posture. This area of study is______.
7. Facial expressions and gestures that display emotion are known as ______.
8. When Loreen is hiding an expression connected to a felt emotion and replacing it with an
expression more appropriate to the situation, she is engaging in ______.
9. Nonverbal cues (eye gaze, speech hesitations, gestures, clothing, and posture) have been
shown to influence experimental buyers’ perceptions of the sales representative and their
______ of the sales presentation.
10. A study has indicated that lawyers can project a favorable impression of themselves and
their firms for prospective clients through sustained ______ and other forms of body language,
such as an erect but relaxed sitting position and close ______ to the clients.
11. When employing the KEYS process, Michael needs to evaluate the professional context that
requires that he assess what nonverbal signals are considered acceptable in his ______.
12. Effective communication involves accurate interpretations of others’ verbal messages as
meaning is ______.
1. Discuss how you would alter your physical appearance between going to a concert and going
to a job interview. What do want your alterations to say about you in each of the different
contexts?
Ans: Concert attire may be our most casual clothing and a free context in which to show off
artifacts that are socially accepted, such as tattoos, long, dangly earrings, experimental
perfumes, shorts and tee-shorts, and so on. More formality would be expected at a job
2. Why do you think it is important to alter our facial expressions depending on the context of a
situation? Under what circumstances would it be inappropriate to show your true feelings
during an interaction?
3. How do your gestures and body movement impact a professional setting differently than an
informal or social setting?
Ans: Some people carry themselves in ways that convey pride and confidence, while others
have poor posture and seem to lack confidence. In an informal setting, body movements can be
more active and under less stringent control. In a professional context, however, body
4. Think about an example where your space has been violated. What boundary or territory
markers did you set up around you? Why were they not effective?
Ans: While answers will vary due to the nature of the question, answers should include a
recognition that violations of territory and our personal space can be detrimental in business
and professional settings. Examples may include a classroom setting and placing one’s backpack
5. Discuss the appropriateness of touch with regard to a professional setting. Is there ever a
situation where it is appropriate to move beyond the functional/professional touch?
Ans: Functional/professional touches generally occur within the context of a professional
relationship and are low in intimacy. The handshake is one of the accepted ways in which we
6. Think about the last good presentation you have seen, whether it was professional, informal,
comedic, or dramatic. What methods did they use to effectively combine their verbal and
nonverbal communication?
7. Describe four different types of nonverbal communication and explain how they impact the
effectiveness of communication.
8. Describe how nonverbal communication and the KEYS process are intertwined.
