Non-verbal communication

Non-verbal communication
 Human language is a very complex form of communications
– we have hundreds of languages, dialects and idiomatic
languages as well – slang, jargon e.g.
 What they all have in common – non-verbal aspects of
communication, or nonverbal cues, or body language –
kinesics.
 Also includes eye contact, facial expressions, gestures,
postures, personal appearance, space between individuals,
even time.
 The things we surround ourselves with also communicate,
ornaments, pictures etc.
 Eg – in a job interview, we might not realise that
employers are assessing what we do as well as what we
say.
 93% of communication is non-verbal
 Words count for about 7%.
 Tone of your voice – 38%
 Body language and facial expressions – 55%
It’s not only what we say that is important….

 Weoften do it unconsciously, without being

aware of it.
 We can reveal our thoughts, feelings, desires – we
can reveal details of who we are and how we
relate to people around us.
 Verbaland non-verbal communications occur
simultaneously, with non-verbal being harder to
control. We trust non-verbal clues more.
 So it is a big deal.
 Verbal communication –
This is spoken language, using words. It’s not just the words,
though. We add meaning through other forms of verbal
communication.
 Non-verbal clues which impact on spoken communication
• Tone: indicating the purpose of what we are saying,
serious, sunny, angry.
• Pitch: is it high or low?
• Speed:
• Volume
• Clarity
Remember, though….
 It is important to keep in
mind the fact that
cultural norms define a
lot about nonverbal
communication. Personal
space, eye contact, and
touching are just a few of
the nonverbal tools that
mean different things in
different cultures.
 Paul Ekman and Wallace Friesen (1969) – six types:
• Repeating – using gestures to strengthen our message
• Conflicting – contradictory, egs
• Complementing (adds to so as to emphasize) – your
expression or your body language matches your words. Egs
• Substituting – using gestures or expressions instead of words
• Regulating – ‘turn taking’ signals so to alternate between
listening and speaking, eg raising your hand, touching
someone’s arm to indicate you want to speak.
• Accenting – using non-verbal signals to emphasise our words
– deliberate pauses, changing your speed, or tone or
volume.
• In addition:
 We are also able to pick up non-verbal cues about others through
their style of clothing, hairstyle, the way they decorate their
home or office etc.
 Consider those in uniform – while the uniform might tell us where
they find themselves, the uniform also conveys something about
their position, their power and how they are likely to behave.
Why is all this important anyway?
Being tuned into someone's nonverbal communication
cues can help you determine what is truly being said
beyond just the words being spoken.
Sometimes a person may be agreeing with you out
loud, while clues, such as avoiding eye contact or
fidgeting, tell that perhaps they are not being
completely honest with their words.
That means that noticing when a person's nonverbal
and verbal communication match will help determine
that they are on board with your idea.
 This understanding of body language can also be
instrumental in helping others accept your point of
view.
 Using techniques such as "mirroring" help put
others at ease. This technique involves mimicking
the other person's gestures, body language, and
even speech patterns. Mirroring happens naturally
when people communicate, but strategic use of the
method can help make others more comfortable in
a tense situation.
Non-verbal communication in the workplace.
 Being sensitive to non-verbal communication can be one of
the strongest skill in the workplace, especially when
working with others. It can take place in many workplace
situations including during meetings, interviews or casual
conversations.
 Think about your expression, body language and so on can
enhance your workplace conversations: giving a
presentation, chatting to your colleagues, talking with your
boss in the office – non-verbal communications affects the
interactions.
 Make eye contact – makes coworkers feel valued if they’re
being heard.
 Use a positive voice tone.
 Personal appearance.
 Good posture.
 Facial expressions.
 Personal space.
 Being able to accurately read non-verbal cues of your
colleagues can help gain a shared understanding of their
feelings and attitudes.
 This can impact on collaboration with team members,
which will help your work.
 Can help you convey feelings and opinions on various
subject matters with supervisors.
 Being aware of the importance of positive non-verbal
communications can boost staff morale and performance.
A case study – what do you think?

Monde has arrived 10 minutes early for his job

interview at ABC Company. His suit is pressed, and
his tie is brand new. He checks in with the
receptionist, who sits behind a glass desk with nothing
on it but a computer, a phone, and a framed photo of
a Golden Retriever. Her hair is intricately styled, and
her nails are perfectly manicured.
She looks Marcus up and down, smiles a bit, nods,
and asks him to have a seat. Marcus sits upright
quietly in the lobby, with his briefcase on his lap.
Twenty minutes later, the company's manager enters
and shakes Monde's hand in both of his. The manager
asks Monde to follow him, and the two walk down the
stark hallway to his office. Once inside, the manager
moves a stack of files off a chair to make room for
Monde to sit down.
He closes the door and takes his place behind a desk
crowded with family vacation photos, wind-up toys,
and more files. Marcus sits back in his chair with his
arms crossed over his chest. The manager also leans
back in his chair.
The manager reviews Monde's resume, looks directly
at him, and tells him how great it looks. He asks
Monde about his qualifications and previous
employment.
Monde looks at the floor and fidgets with his fingers
as he talks about his experience working at another
company. When finished, he looks back at the
manager who asks a question about his interests. As
Marcus talks about his love for music, he leans
forward and talks more rapidly. He uses his hands to
emphasise what he is saying and smiles while
speaking.
 The manager does not ask any more questions,
and the interview is concluded early. The manager
offers a firm handshake, which Monde accepts, but
both men are aware that a future working
relationship isn't likely.
Question:
After this session on non-verbal communications, what are the non-
verbal clues which tells you more about:
• The receptionist
• The interviewer
• Monde?
• Why do you think Mode won’t get the job?