Unit 7: Communication Skills

Understanding Non-Verbal Communication

At least half of human communication is nonverbal and, hence, a working knowledge of nonverbal signals is essential for effective communication. Failure to understand this dimension of interaction can seriously undermine interpersonal communication because nonverbal cues reflect attitudes, emotions, states of mind, and other characteristics as well.

Nonverbal signals can reinforce, contradict, or supersede verbal messages.

• When you nod in agreement while saying “yes,” your nonverbal message reinforces your verbal one.

• When you say that you understand a set of directions but your facial expression reveals confusion and uncertainty, your nonverbal message contradicts your verbal one. (For example, the motorist said he clearly understood the police officer’s instructions, but his forehead was furrowed and he was looking down at the ground.)

• When you shrug your shoulders in response to a question, your nonverbal message often supersedes a verbal one.

Although we can manipulate and disguise our verbal messages at will, our bodies are predisposed to convey our true meanings. Therefore, when there is a conflict between verbal and nonverbal communication, most people believe the nonverbal message.

There are several types of nonverbal communication. Among them are the following:

• Styles of dress - Examples:

- Police officer’s uniform

- Sloppy or dated styles of clothes

• Personal effects - Examples:

- Bearing

- Quality of clothes

- Jewelry

- Hairstyles

• Silence - When people consciously decide that they will not respond to a situation, they definitely communicate something.

• Body Language - Examples:

- Postures (military bearing, subservient manner)

- Actions (pacing back and forth while thinking)

- Expressions (frown, smile)

- Gestures (placing hands on hips to indicate authority, pointing a finger during a heated discussion to emphasize opinion)