Aflac (Real World 8.2) changed its automated customer service line with the intention of delivering a "nicer" and more "competent" sounding message with an emphasis on providing a tone that was warm, conversational, even empathetic. This was an example of which type of nonverbal communication?
A)proxemics
B)kinesics
C)paralanguage
D)polyphasic

Question

Quizplus · Accepted Answer

Paralanguage refers to the nonverbal aspects of communication such as tone, pitch, volume, and inflection, which can convey meaning and emotion. In this case, the change to the automated customer service line was focused on enhancing the paralanguage to create a more positive experience for customers.