Keeping Control: The Importance of Nonverbal Expressions of Power by Organizational Spokespersons in Times of Crisis

作者：Claeys An Sofie^*; Cauberghe Verolien

来源：Journal of Communication, 2014, 64(6): 1160-1180.

DOI：10.1111/jcom.12122

• Public Relations
• Crisis Communication
• Nonverbal Communication
• Power
• Organizational Reputation
• Competence
• Sincerity

This paper examines the impact of nonverbal expressions of power by organizational spokespersons during different crisis stages. Study 1 investigates how vocal nonverbal cues express power during crises and how this affects perceptions of spokespersons. The results illustrate that a spokesperson who speaks with a lowered voice pitch, which expresses power, appears more competent than one with a raised voice pitch. Study 2 examines the moderating influence of crisis stage on the impact of visual nonverbal cues. During a crisis, powerful nonverbal behaviors minimize reputational damage through an increase in perceived competence of the spokesperson. In the aftermath of a crisis, powerless nonverbal behaviors positively affect the organizational reputation through an intermediate effect on perceived sincerity of the spokesperson.

• 出版日期2014-12