Reading people

Internal Auditor, April, 1995 by William E. Nolen

Are internal auditors who talk fast more intelligent and dynamic than others? Does rigid posture inspire respect and admiration? Do actions really speak louder than words?

Even if no words are exchanged, communication inevitably occurs when people are together. In fact, nonverbal behaviors, like gestures and postures, can be especially powerful communication tools. Internal auditors who know how to interpret and direct the messages that are constantly being sent and received can give themselves a tremendous edge.

In Dale G. Leathers' book, Successful Nonverbal Communication, he describes how U.S. General George Patton "practiced his 'war face' in front of a mirror so that he would be perceived as unusually determined, powerful, and brave," and he points out that the late former U.S. President Richard M. Nixon made repeated attempts to eliminate the shifty eye behaviors and nonfluencies that helped reinforce the widespread public perception that he was 'Tricky Dicky.'(1)

Leathers points out that most people, like Patton and Nixon, spend a great deal of time attempting to persuade others, attempting to be liked or loved by others, attempting to control others, and trying to enhance their self-image. In many instances, nonverbal communication strategies can be critical to these efforts.

Processes that are familiar to almost all internal auditors, such as interviewing, reporting, and negotiating, are likely to be much more effectively managed when communication is not limited solely to verbal and written communications. In addition, efforts to build an internal auditing image of responsiveness, congeniality, and helpfulness can be enhanced through multidimensional communication skills. In fact, internal auditors who strengthen their abilities to connect with others in positive ways can have a significant impact on the credibility, rapport, and organizational contributions of their departments. Whatever the communicative goal, nonverbal channels of communication can be effective tools.

* Nonverbal Behaviors

Nonverbal behaviors can be classified and sub-classified in many different ways. Learning more about the basic nonverbal cues involving the body, physical appearance, and the controllable environment may be of special help to internal auditors, whose professional effectiveness is inextricably linked to communication skills.

The Body and Kinesic Behaviors

Smiling, head nodding, direct eye contact and gaze, relaxed body positions, open body positions, and forward leaning, all of which promote social attractiveness, are among the strongest nonverbal cues. In addition, successful communicators rely on variations in vocal pitch and tempo, close proximity, touching, extended gazes, increased head nodding, postural mirroring, and synchronized movements.

Eye behaviors have always been considered as one of the most important indicators of credibility. The findings of a 1978 study provide convincing documentation that direct eye contact is apt to have a beneficial impact on the communicator's perceived competence and trustworthiness.(2) We assume that individuals who look directly at us know what they are talking about and are being honest with us. Conversely, when people avert their eyes before speaking to us or before answering a question, we are likely to make inferences that will limit their ability to be effective persuaders. The averted eyes may be interpreted as an effort to keep something from us, in which case we find them less trustworthy; or we may infer that the individual is having difficulty in formulating a coherent message, in which case we find the individual less credible in terms of competence.(3)

Eye behaviors carl provide a great deal of information about the perceptions, feelings, and expectations of others. As effective communicators, internal auditors should not only be aware of these messages, but they should also be sensitive to the signals sent by their own eye behaviors.

The single most powerful cue in promoting social attractiveness perceptions is the smile, followed by the head nod, and then the eyebrow raise. Smiling, which often occurs simultaneously with head nodding, is a potent and important cue for evoking perceptions of social attractiveness and warmth.

Most of us would agree that, as internal auditors, we have sometimes been too serious and perhaps not smiled enough. Although insincere smiles can obviously convey negative signals, auditors may want to keep in mind that a generally smiling expression, except when inappropriate, conveys a positive image.

Several studies have shown that synchronization of kinesic cues, such as rhythmic hand gesturing and head nods, heightens the perception of credibility. Synchronous displays are perceived as more competent, composed, trustworthy, extroverted, and sociable than dissynchronous displays.

To enhance their effectiveness as communicators, internal auditors should cultivate gestures and postures of openness and confidence. Public speakers who use more directness and who are more expressive facially and gesturally are perceived as more sociable, more extroverted, and of better character. Heightening levels of animation and expression during dialogue may also be a tool internal auditors can use to strengthen nonverbal communication skills.