Briarcliffe College: HU103
James Grunloh, sales representative for Appleton Office Supplies Company, has just entered the office of Bob Croze, office manager for Old Orchard Candle Makers. James, who has just graduated from college and has since started selling for Appleton, is dressed in a two-piece brown suit.
As James enters the office, Bob, a large man around 50 years of age, sits behind a large wooden desk, with his arms and legs crossed.
James: (walking around Bob's desk to extend his hand) Good morning, Bob. It's a pleasure to meet you. How are you today?
Bob: Fine, just fine. You're a little late.
James: Just 5 minutes. I was delayed at the bank.
Bob: (rubbing his nose with his index finger and crossing his arms and legs) Well, alright. What can I do for you?
James: I am here to tell you about our new office forms. I think you will be quite pleased with them.
Bob: Before you go any further, let me tell you that we have just placed an order with one of your competitors.
James: (crossing arms and legs, his voice increasing in speed and pitch) I'm sorry to hear that. You should have waited until we got here. Appleton's prices have just been lowered by 10 to 20%.
Bob: (uncrossing his arms and legs and stroking his chin) They have?
James: (buttoning his coat and starting to rise) Well, I guess it's too late if you've already placed the order. Next time, give us a chance, will you?
As James leaves, Bob sits at his desk with his elbows propped on his desk and holds both hands together in front of his mouth.
Regarding the scenario above, answer the following questions:
What mistakes of his own nonverbal behavior has James made?
Cite at least 3 examples, explaining James’ nonverbal behaviors and the messages they sent.
What nonverbal cues in Bob has James failed to recognize?
Cite at least 3 examples, explaining Bob’s nonverbal behaviors and the messages they sent.
Rewrite the dialogue to show how you think James should have handled matters.
Include at least 3 new nonverbal behaviors from either James or Bob.
[Title Here, up to 12 Words, on One to Two Lines]
It is obvious that James Grunloh didn’t take a communications course before he graduated college or at least we know he didn’t pay attention. His own body language tells us this along with his missed cues from Bob Croze. If James was paying attention to his and Bobs nonverbal cues the first thing he would have noticed is Mr. Bob Croze was sitting with both his arms and legs crossed, meaning Bob was already closed off from the conversation before it even started. “Crossed legs tend to indicate a degree of caution or disinterest, which can be due to various reasons, ranging from feeling threatened, to mildly insecure.” (Businessballs.com) From the introduction we can see that Bobs stance of annoyance was caused by James being late, to Bob time is money. James didn’t think anything was wrong with being 5 minutes late.
There are two more very important nonverbal cues that James missed during the conversation. First Bob uncrossed his arm and his legs when he heard James tell him about the current sale meaning he was more open to hearing more of what James has to say. According to Businessballs.com “In sitting positions, open uncrossed leg positions generally indicate an open attitude.” Second he rubbed his chin as to say he was definitely more interested now and willing to hear James out. Unfortunately James didn’t pick up on this.
Missing some not so obvious body language or kinesics is very normal. “Kinesics is the interpretation of body motions used in in communication.” (Comm, pg 44) If you aren’t paying attention or you are not aware of some of the over 700,000 movements the body makes it will make it difficult to understand the person you are speaking with.
James missed some of his own…