Iowa State University

Computer-Mediated Communication and Chat Exchanges Verbal and Nonverbal Cues and their Impact on Leadership and Trust

This preliminary study investigated the relationship between the use of verbal and nonverbal cues in online
chat exchanges and how they relate to trust and leadership. Forty-four (n = 44) organizational workers completed an
online survey that asked participants to rate chat transcripts with varying degrees of verbal and nonverbal on trust and leadership. The results showed that more verbal and nonverbal cues did significantly impact the perception oftrust and leadership in chat exchanges.