Verbal and non-verbal communication Chapter 8 © Pearson 2012

Introduction When we communicate with others, we use language but we also communicate non-verbally. Our non-verbal communication may not always send the same message as our verbal communication. Good communicators check for agreement between verbal and non-verbal communication. © Pearson 2012

Key concepts about language Meaning is in people, not in words. Meaning does not come from single words but from the way they are used. The meaning of words change according to: context age of participants fashion. Our experiences influence how we use words. © Pearson 2012

More concepts about language We alter our language, and our interpretation of language, according to differing roles and relationships. Men and women use language differently. Our culture influences who we are and how we use language. Language changes constantly. Language is very reliant on tone. Language alone is rarely enough to express feelings. © Pearson 2012

Non-verbal communication: Body language Body language includes: facial expressions occulesics (use of the eyes) kinesics (use of movement) posture orientation (positions in relation to others) haptics (use of touch) paralanguage Silence. © Pearson 2012

Distance and territory Intimate distance (0 to 45 cm). This is reserved for intimate relationships. Personal distance (45 cm to 1.2 m). This is sometimes called ‘personal space’. Social distance (1.2 m to 3.6 m). This is the space most often used in business. Public distance (3.6 m to 4.5 m). This is the amount of space we feel comfortable maintaining with strangers. © Pearson 2012

Distance and territory © Pearson 2012

Other ways of using space in communication Other ways of using space in communication reflect: status context content gender age positive evaluations negative evaluations territory. © Pearson 2012

Further aspects of non-verbal communication Chronemics (attitudes to time) polychronic monochronic Use of the environment Possessions and status symbols Graphics and pictures © Pearson 2012

Clusters of non-verbal communication Non-verbal communication operates in clusters. When we interpret non-verbal communication, we look at: facial expressions eye movements gestures body movements posture distance. © Pearson 2012

Interpreting non-verbal communication When the messages we send verbally and non-verbally are the same (or congruent), the receiver accepts what we are saying more readily NVC is individual and specific NVC varies with culture © Pearson 2012

Variations in NVC NVC varies according to: Social and physical contexts Psychological situations Relationships © Pearson 2012

Interpreting non-verbal communication Non-verbal communication can provide us with at least three different types of information: factual emotional personal. © Pearson 2012

Physical appearance Other people judge us by what we wear and how we wear it. Our standard of dress and personal grooming can reveal how important a situation is to us. People may form stereotyped views of us, based on our clothes. Elegant and expensive clothing can also cause us to be prejudged and may act as a barrier. © Pearson 2012

Physical appearance Our clothes need to suit our personality, the context and the situation. Sensitive issues such as size, attractiveness and height also have an influence. © Pearson 2012

Understanding others Understanding others’ non-verbal communication helps you communicate better because: you recognise when it is not a good time to bring a subject up you can choose the best way to communicate with them, e.g. writing or face-to-face © Pearson 2012

Understanding others (cont.) you accept comments that are made under emotional or stressful conditions and make allowances for people you know when it is others’ turn to talk or participate you understand the limit or extent of relationships you get a more complete message. © Pearson 2012

Understanding yourself Understanding your own non-verbal communication helps you communicate better at work because: you realise in advance what sort of response your comments may get, and you modify or alter your communication to be more effective you pay more attention to how you communicate when you realise the importance of the whole message © Pearson 2012

Understanding yourself (cont.) you know how to emphasise important points your messages are more congruent. © Pearson 2012

Non-verbal communication’s positive effects You can increase the positive effects of your non-verbal communication by increasing the number of times you: smile nod your head when listening gesture in support sit in an appropriate posture, e.g. head up, body forward listen closely act in an understanding and empathetic manner. © Pearson 2012

Summary Learning to read others’ non-verbal communication and to interpret it accurately is important. Differences in non-verbal communication occur because of differences in gender, culture, personality and communication style. © Pearson 2012

Summary When there are significant differences in verbal and non-verbal communication, people tend to believe non-verbal communication. Reading non-verbal communication and modifying your own non-verbal communication helps avoid communication barriers and breakdowns as well as delivering a clear and consistent message to your audience. © Pearson 2012