Reader. Theme 5. Non-verbal communication

4.1. Introduction

Non-verbal communication is communication without using words (language). It is believed that over 55% of face-to-face communication is non-verbal. Some researchers say that in a conversation or verbal exchange:

• Words are 7% effective;

• Tone of voice is 38% effective;

• Non-verbal clues are 55% effective.

Culture of non-verbal communication means the ability of a person to use non-verbal signals and methods to communicate the message or to emphasise it. Non-verbal signals are especially important in expressing our feelings; they transmit emotional information.

In other words, WHAT you say is not as important as HOW you say it!

The impression of people is to a great extent based on non-verbal communication. A dull message delivered by a charismatic person, filled with energy and enthusiasm will be accepted as brilliant. An excellent message delivered by someone who is not interested in the topic, will not engage the enthusiasm of the audience.

We may think the man was nice because he smiled, made good eye contact, leant forward to show he was listening and so on. He’ll get the contract. His rival won’t because he spent too much time glancing at his laptop when we were talking, didn’t smile at all and had difficulty meeting our eyes.

The functions of non-verbal communication

N on-verbal communication frequently works with speech. Non-verbal communication supports the verbal message in two ways:

• First, it substitutes speech, as with a head nod.

• Second, it complements speech and helps qualify, contradict, or expand verbal messages.

Channels of non-verbal communication

When we interact, we transmit and receive a variety of verbal and non-verbal signals. This relies on four channels of communication: visual – using eyes; auditory – using the ears; olfactory – using the nose; and tactile – using the skin. In the workplace, most people are restricted to the visual and auditory channels.

4.2. Classification of non-verbal communication

There are some basic types of non-verbal signals. In natural conversation, all are commonly used at once. They can reinforce, weaken or perhaps completely contradict our words.

1) Proxemics, or personal space, is nearness in distance: how close together or far apart people stay, as well as how and if they touch each other. Basically, more closeness and touching suggests more intimacy.

Haptics is touch. A firm handshake says, “I care.” A weak handshake says, “I care less.”

2) Kinesics, or body language/movement, is the way people use their bodies in face-to-face communication. Body language is changes in your body position and movements that show what you are feeling or thinking.

Posture is the way you position your body when sitting, walking, or standing.

Gestures are movements of part of your body, especially your hands or head, to show what you mean or how you feel. Most people use hand movements regularly when talking. While some gestures (e.g., a clenched fist) have universal meanings.

B elief is indicated by nodding, a relaxed mouth and a suitably responsive face. Incredulity produces shaking of the head, a tight mouth and widely opened eyes, or the deliberate touching of the nose.

Liking is shown by wide-open eyes, close continuing eye contact, a pleasant and responsive smile, a posture turned and open towards the speaker. Dislike is expressed by narrowed eyes, tense mouth, shut or turned-away posture and facial expression.

Tension is seen in small movements of the body, especially the hands, or occasionally by complete and unnatural stillness, forced posture and tight expression. Relaxation is readily seen in posture and expression.

Fiddling with things may suggest nervousness or boredom; so may doodling. Some people use these habits as aids to concentrate.

Aggression is seen in facial expression, glaring eyes, clenched fists. Submission is indicated by downcast eyes, nodding or hunched shoulders.

3) Facial expressions usually communicate emotions: anger, disgust, happiness, sadness and fear. The expressions tell the attitudes of the communicator. A smile, frown, raised eyebrow, y awn, and sneer all convey information. There is evidence that the meaning of these expressions may be similar across cultures.

4) Oculesics, or gaze and eye contact . Eye contact is a direct and powerful form of non-verbal communication. It can convey emotion, signal when to talk or finish. The frequency of contact may suggest either interest or boredom. Not to look the other party in the eye weakens communication.

5) Time, or chronemics, means time perceptions including punctuality, willingness to wait, interact, or listen.

7) Paralanguage is the quality of speech. The voice can vary in loudness, speed and tone. Loudness must be appropriate. If we are too loud, we will convey a threat or the feeling that we regard the other person as stupid. If we are too quiet, it will be hard for the other person to hear. We will cause strain and tension and risk misunderstanding.

The speed of speech is important. If we speak too fast, the other party will not be able to follow all we say, and may not bother (or wish) to ask us to slow down. If we speak too slowly, the other party may become bored and edgy.

Table 4.1. Some meanings of variations in speech quality

Volume	Pace/speed	Tone	Speech disturbances
Soft voice – sadness, affection	Fast speech – anger, surprise, animation	Sharp voice – complaining, helpless	Too many pause fillers – boredom
Moderate – pleasant, happiness	Slow speech – sadness, boredom, disgust	Flat voice – sickly, depressed	Too few pause fillers – anger or contempt
Loud – dominance, confidence		Breathy voice – anxious	Stuttering – hesitancy, anxiety

8) Self-presentation is how people present themselves. It involves:

• Appearance, clothing, personal grooming and body decoration. People often use clothing and body adornments to signify their identity.

• Personal property (the quality of a computer, a car, a mobile phone).

• Environment is the arrangement, design and decoration of one’s personal and social space (the desks, chairs, and bookcases; the design of your office). Your personal space and environment affect the level of your comfort and your status and facilitate or hinder the communication process.

First impressions really are lasting impressions. People form impressions about other people within a few seconds on meeting them, based on what they see, hear and sense. So, tailor your presentation for success in today’s workplace.

Dress-code is the rule of appropriateness of the dress to the event (work place, reception/ social gatherings, restaurants, prestigious clubs). Most workplaces have official or unofficial dress codes. Many businesses expect men to wear a formal suit and a tie. Women are more likely to vary their clothing.

How you dress is a major factor of business etiquette. It is a norm in the West to specify the dress-code on the invitation cards before a reception or a party; it can be one-two words – Black, Tuxedo. If an event is “business casual”, it means that men can wear a button-down shirt and slacks. For women, a skirt or slacks and a blouse are acceptable.

How should you dress for your work? The following suggestions are common sense:

• Wear clothes that are up to date, but not over fashionable, unless that is part of your work.

• Dark colours are more serious; bright colours more interesting. Choose carefully.

• Wear the most expensive clothes that you can afford. It is better to have a few good outfits than many cheap ones.

• Wear clothes that fit. This requires checking your rear view and what happens to your stomach when you sit down.

• Maintain your clothes. If they are in poor condition it makes a poor impression – including shoes.