1. Verbal and non-verbal communication
Chapter 8
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2. 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.
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3. 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.
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4. 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.
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5. 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.
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6. 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.
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7. Distance and territory
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8. 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.
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9. Further aspects of non-verbal communication
Chronemics (attitudes to time)
polychronic
monochronic
Use of the environment
Possessions and status symbols
Graphics and pictures
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10. 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.
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11. 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
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12. Variations in NVC NVC varies according to:
Social and physical contexts
Psychological situations
Relationships
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13. Interpreting non-verbal communication
Non-verbal communication can provide us with at least three different types of information:
factual
emotional
personal.
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14. 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.
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15. 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.
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16. 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
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17. 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.
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18. 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
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19. Understanding yourself (cont.)
you know how to emphasise important points
your messages are more congruent.
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20. 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.
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21. 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.
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22. 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.
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