GAME CHANGERS GAMING SKILLS AND THE WORKPLACE

NON-VERBAL COMMUNICATION

Literacy Link South Central

Non-Verbal Communication: Participant Playbook

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 Non-Verbal Communication: Participant Playbook

This participant playbook is part of a series created for the course “Game Changers: Gaming
Skills and the Workplace.” Built in a modular fashion to allow for maximum flexibility, this
course provides training on real-world skills that can be developed and practiced in a game-
based environment. Using a combination of facilitated lessons, activities, research, and games,
this course will help teach a new generation of job seekers the 21st Century soft skills critical to
Canadian employers. Modules in this course include:

Why Gaming is Good

Verbal Communication
Non-verbal Communication
Observation Skills
Decision Making
Problem Solving
Teamwork
Flexibility and Adaptability
Work Ethic
Conflict Resolution
Resiliency
Who Do You Think You Are?
The Employment Game
Leveling Up

A Youth Advisory Committee played a key role in the development of this course. Literacy Link
South Central offers thanks to committee members Cassandra Smith, Colin Todkill, Eleyas
Araya, Eric Rice, Jamie Kaill and Taisha Jenee Pinsonneault for their input and guidance.

Gaming recommendations for this project were provided by our advisors at Teleos
Engagement. Literacy Link South Central recognizes Gabriel Hancock, Robert Durant and Shayne
Ganness and thanks them for sharing their in-depth knowledge of game design and
development.

This curriculum was developed and formatted by Summer Burton, Project Manager, Literacy
Link South Central. For questions about this curriculum, please contact Literacy Link South
Central at 519-681-7307 or literacylink@llsc.on.ca

Literacy Link South Central is pleased to provide this course through

the support of the Royal Bank of Canada’s Future Launch fund.

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 Non-Verbal Communication: Participant Playbook

Agenda:

1. What is non-verbal communication?

2. The Power of Facial Expressions

3. Body Language

4. Activity: Express Yourself

5. Effective Silent Communication

6. Selecting the next session’s topic

7. Wrap-up and take-away

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 Non-Verbal Communication: Participant Playbook

1. What is Non-Verbal Communication?

Communication is about more than just words. In fact, an anthropologist named Ray
Birdwhistell has run studies to prove that in face-to-face conversation, less than 35% of what
we understand comes from the words people use, while over 65% of what we understand is
based on non-verbal signals.

1. If someone says they’re really happy for you when you tell them about something good
that happened to you, what might make you not believe them? ____________________

___________________________________________________________________________

2. What could they do that would make you think their words are genuine? ____________

___________________________________________________________________________

3. How can you tell that someone is really listening to what you’re saying when you speak?

___________________________________________________________________________

4. What might someone do that tells you they aren’t really listening? _________________

___________________________________________________________________________

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 Non-Verbal Communication: Participant Playbook

2. The Power of Facial Expressions

An important part of non-verbal communication is recognizing that facial expressions often tell
you just as much – or more – than the words someone is saying.

Research has shown that there are _________ facial expressions around the world that look the
same regardless of language, cultural background, gender or ability.

Short flashes of facial expression are called ____________________________ and can be

excellent clues to what someone really means when they’re speaking.

When someone shows disgust, you may notice their upper lip

_____________.

Their nose will ______________________ and eyes will narrow.

If someone makes this expression when there’s nothing

physically present to disgust them, they may be reacting to:

____________________________________________________

You may notice that someone’s ___________________________

are drawn together when they are angry, creating vertical lines
between them.

Their _______________ may narrow, often using the muscles

under the eyes rather than those above.

Their lips will appear _____________ and pinched.

If someone juts out their ______________, an angry

confrontation may be about to happen.

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 Non-Verbal Communication: Participant Playbook

When someone is afraid, their eyebrows _____________

and pull slightly to the centre making them appear flat.

Their eyes _________________________. You often see

the whites of someone’s eyes above their pupils when
they’re feeling fear.

Their mouth opens and lips are _____________________.

By widening their eyes and opening their mouth, someone

who is scared is getting ready to either

_____________________ or __________________.

Eyebrows being drawn together and _______________ in the

centre is a sign of sadness. This expression makes forehead
wrinkles more noticeable.

The corners of someone’s ________________ will be drawn down

into a frown.

____________ may be pinched together, but sometimes you’ll see

the lower lip jutting out in a pout.

When someone is happy, their _________________is drawn

up into a smile.

Their cheek muscles are engaged so you can see them

clearly, and the line between the side of the nose and the
corner of the mouth become more pronounced.

Genuine happiness is shown is the _____________,

particularly by the appearance of “crow’s feet” wrinkles.

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 Non-Verbal Communication: Participant Playbook

When someone is surprised, their __________________

raise in a round shape.

Wrinkles don’t appear __________________ the eyebrows,

but may appear horizontally on the forehead.

Their jaw is _________________, so while someone’s mouth

may drop open you don’t see tension around the mouth the
same way you do with fear.

When someone feels contempt, their eyes don’t usually

give it away.

Contempt is shown by a one-sided mouth movement

that looks like a

________________ or a ______________.

Learning how to recognize these 7 emotion-based facial expressions in others, even when they
appear only briefly, gives you a big advantage. So does recognizing them in yourself – because
ultimately you want to be in control of what you communicate to others, both verbally and
non-verbally.

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 Non-Verbal Communication: Participant Playbook

3. Body Language

Body language refers to what the movement of your head,

hands, and body communicates to others. Much like facial
expressions, we do some of these movements without realizing
it. They can be a reflection of our backgrounds, culture, or even
how we feel about ourselves.

They can also be a choice. We can use body language on

purpose to reinforce what we’re trying to communicate –
something that’s very helpful if there is a language barrier. Our
body language can contradict what we’re saying as well, so
recognizing that body language in ourselves and others is a
great step towards being a great communicator. Let’s look at
several ways we can use body language in our communication.

Gestures

Gestures are movements we make with our hands, often to either

replace or reinforce what we’re saying verbally. For example, if
someone asks you if everything went well at work, your response
could include words combined with a “thumbs up” or “okay”
gesture. A word of caution: gestures change meaning from culture
to culture, which means a gesture with a simple, positive meaning
here could actually be interpreted as very offensive in other
countries.

There are several gestures that do not seem to change from culture to culture, and that cross
language barriers as well. Pointing or nodding your head towards something to reinforce verbal
directions is a good example.

We may use physical gestures without realizing them. Nervous habits such as fidgeting – tapping a
pen, biting fingernails, our bouncing a leg. Often subconscious, these movements are generally
interpreted by other people as a communication of impatience, anxiety or anger. While
conscious gestures are easy to control, recognizing when you’ve exhibited a nervous habit, and
what it tells others, is the first step to gaining control of both your body and your message.

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 Non-Verbal Communication: Participant Playbook

Posture

Posture doesn’t just refer to standing up straight instead of slouching, but to the way we
position our bodies, especially in relation to other people.

Picture yourself having a conversation with two other people who sitting on a couch across
from you. One person has their arms tightly by their sides or folded across their chest, their legs
crossed, and their body is angled away from you. The other is facing you with their hands
relaxed in their lap, and is leaning toward you. Who seems more interested in what you’re
saying?

The first person is demonstrating what is called “closed posture,” while the second person
displays “open posture.” An open posture tells people you are interested in the conversation
and want to hear what they are saying. A closed posture tells people you are uncomfortable
with the conversation, or don’t want to hear what they are saying.

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 Non-Verbal Communication: Participant Playbook

Eye contact

Eye contact can be one of the trickiest forms of all forms of non-verbal communication. Looking
someone directly in the eyes can feel very personal, and may bring on feelings of anxiety as a
result.

With the exception of in certain cultural contexts, it’s expected that when you meet someone in
a professional environment, you meet their eye as you greet them. This eye contact should be
maintained in situations like job interviews. The person interviewing you will often interpret
your ability to meet their eye as an indication that you are trustworthy, and are answering their
questions honestly. Those who cannot maintain eye contact can appear not to be telling the
truth. Someone who looks down at their lap or a desk instead of their interviewer may appear
to lack confidence or interest in being interviewed. Eyes that wander around the room can also
project disinterest in the conversation, or a desire to find a way out of it. Conversely,
maintaining bold, unwavering eye contact is interpreted as aggressive or manipulative, as
though you are trying to stare the other person down.

These interpretations of eye movement are so common that writers often use eye contact as a
plot device. Consider the police drama where an officer scans the crowd at a crime scene and
someone makes a point of looking away when the officer looks at them. You instantly wonder
“what’s their story?”

How can you balance the need to maintain non-aggressive eye

contact, when it presents a challenge for you personally?

The easiest way is to meet the other person’s eye at least

briefly, long enough to recognize their eye colour. Then
refocus your gaze on an imaginary triangle, upside down on
the person’s face. The triangle would cover their eyes, nose
and mouth and you can shift your gaze to different areas in
this triangle without staring directly into their eyes.

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 Non-Verbal Communication: Participant Playbook

Space

Consider how you feel when someone “invades your personal space.” You may immediately
feel threatened, and want to take a step back. An acceptable amount of personal space can
change depending on several elements, including the relationship between those
communicating, their genders and cultural backgrounds, the setting and the topic being
discussed. Anthropologist and researcher Edward T. Hall outlined a series of personal space
measurements, which can be used as a general guide:

 Intimate distance, for embracing, touching or whispering - less than an inch (1-2 cm) to
18 inches (46 cm)
 Personal distance, for interactions among good friends or family - 18 inches (46 cm) to 4
feet (1.2 meters)
 Social distance, for interactions among acquaintances - 4 feet (1.2 meters) to 12 feet
(3.7 meters)
 Public distance, used for public speaking - 12 feet (3.7 meters) to 25 feet (7.6 meters) or
more

Touch is an element of personal space as well, and

it’s another excellent form of non-verbal
communication. A gentle, reassuring squeeze to
the top of the arm can indicated understanding
and compassion, while a pat on the back can
indicate approval – neither of those actions
involve words, but communicate a lot. Touch is
tricky, because it can make others extremely
uncomfortable or be interpreted as invasive or
threatening. Many professional environments are
“hands off” and should not involve physical touch
with the exception of a handshake.

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 Non-Verbal Communication: Participant Playbook

1. What does “body language” refer to? ________________________________________

___________________________________________________________________________

2. Give one example of a gesture that can be used to replace or reinforce what you’re
saying.

___________________________________________________________________________

3. What might someone think if you tap a pen, or jiggle your leg while they’re talking to
you?

___________________________________________________________________________

4. Describe a closed posture. __________________________________________________

___________________________________________________________________________

5. What does it tell people? ___________________________________________________

___________________________________________________________________________

6. Describe an open posture. __________________________________________________

___________________________________________________________________________

7. What does it tell people? ___________________________________________________

___________________________________________________________________________

8. How do people usually interpret someone who is able to maintain eye contact in a job
interview?

___________________________________________________________________________

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 Non-Verbal Communication: Participant Playbook

9. What may they think if you do not meet their eye? ______________________________

___________________________________________________________________________

10. Someone who looks down at their lap or a desk instead of their interviewer may appear
to lack what?

___________________________________________________________________________

11. If your eyes wander around the room when talking to someone, what can that tell
them?

___________________________________________________________________________

12. Maintaining bold, unwavering eye contact can be interpreted negatively. How so?

___________________________________________________________________________

13. If you’re having trouble making eye contact, what technique can you use? ___________

___________________________________________________________________________

14. What’s considered the appropriate distance for interactions among friends and family?

___________________________________________________________________________

15. What’s considered the appropriate distance for interactions among acquaintances?

___________________________________________________________________________

16. What is considered to be a professionally appropriate form of touch?

___________________________________________________________________________

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 Non-Verbal Communication: Participant Playbook

4. Activity: Express Yourself

In this activity, you will practice both demonstrating and trying to interpret what people are
saying with facial expressions and body language. Here are the feelings and emotions we will
practice:

Angry Excited Scared

Confused Sad Nervous

Surprised Worried Interested

Concerned Anxious Relaxed

Bored Indifferent Happy

Guilty Frustrated Depressed

Loving Proud Aggressive

Contempt Disgust Confident

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 Non-Verbal Communication: Participant Playbook

5. Effective Silent Communication

“The Mind” is a card game where you need to decide the order in
which you lay cards without actually talking to the other players the
value of the cards in your hand.

Note: If you don’t play the game, be sure to watch carefully and make
notes about what you saw. Your facilitator will have some questions for
you.

Notes: _______________________________________________________________________________

Question: What was the hardest part of communicating with the other players without saying
anything?

_____________________________________________________________________________________

What would make that difficult task easier? __________________________________________

_____________________________________________________________________________________

What facial expressions and body language did you find the most helpful? _________________

_____________________________________________________________________________________

Remember, between facial expression and body language, we carry a much more weight in
what we don’t say than what we do. Paying attention to that in both ourselves and others is the
key to being really good at communicating.

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 Non-Verbal Communication: Participant Playbook

6. Selecting the next session’s topic

We will be discussing another skill from the list during our next session. Each of these skills can
be developed and practiced in a gaming environment, and are important not only in games, but
in a non-gaming environment.

1. Verbal communication
2. Non-verbal communication
3. Observation skills
4. Decision making
5. Problem solving
6. Teamwork
7. Flexibility and adaptability
8. Work ethic
9. Conflict resolution
10. Resiliency

Which skill should we look at next? Participate in the poll to let your workshop facilitator know.

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 Non-Verbal Communication: Participant Playbook

7. Wrap-up and take-away

We probably all wish we had a guide to reference every time we needed to interpret an
emotion or message based on someone’s facial expression or body language. Before our next
session, practice interpreting body language and facial expressions by seeing if you can observe
someone whose words do not seem to match their non-verbal cues. Your facilitator will be
asking about this at the start of the next session.

Describe the situation: ___________________________________________________________

What was the person saying? _____________________________________________________

What did you notice about their facial expression or body language? ______________________

______________________________________________________________________________

What do you think they were communicating as a result? _______________________________

______________________________________________________________________________

Reminder: record the date and time of our next session below.

The next session is: ___________________________________ at ____________.

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