Immediately before the meeting the supervisor received a troubling phone call. Upon starting the meeting, she said to her employees, "You did a great job last week." Her nonverbal facial expression, however, reflected the feelings she was experiencing about the phone call, and, consequently, contradicted her attempt to praise her employees with positive words. They interpreted her message based on what they saw, not on what they heard, and concluded she was unhappy with them. This unfortunate miscommunication was a result of$$

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