Date of Award

12-1-2011

Degree Name

Master of Science in Education

Department

Workforce Education and Development

First Advisor

Calvin, Jennifer

Abstract

Human resource development (HRD) professionals have been sensitive to employees' nonverbal behaviors in other countries in the past decades. Additionally, nonverbal cues impact not only firms' selection programs but also affect job interviews. However, this qualitative research examined whether a clothing retail company has trained hiring managers to recognize nonverbal cues in the selection program. Furthermore, the researcher verified whether eye contact, volume of voice, facial expressions, gestures, postures, and attire were emphasized in the company selection program and customer service. Overall, the conclusion indicated the company did not train all hiring managers to recognize nonverbal cues in the selection program. Second, the company did not make sure whether all managers have been trained on recognizing nonverbal cues by the same training program in order to have a consistency with the company's goal. Moreover, the issue turned out that managers developed their own cognitions of nonverbal cues and implemented their own knowledge of nonverbal cues in the firm's selection program. Finally, the data illustrated only eye contact, volume of voice, facial expressions, and gestures are emphasized in the firm's selection program and customer service.

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