6. nonverbal communication

Nonverbal Communication

• Nonverbal communication is all nonword messages. It is the most basic, and often most believed, form of communication

• Ray Birdwhistle (1970), one of the foremost authorities on non-verbal behaviour, says that no more than 30 - 35% of the social meaning derived from a conversation is carried by words alone.

• Other empirical studies also confirm Birdwhistle’s findings that non-verbal signals are important

• for determining meaning in

• interpersonal communication.

Kendon (1983) makes the following

observation on the relationship of

verbal and non-verbal systems in

everyday interaction:

It is a common observation that when a person speaks, muscular systems besides those of the lips, tongue and jaws become active…….. gesticulation is organized as part of the same overall unit of action by which speech is organized. (p17)

• What Kendon is simply saying is that non-verbal signals operate in conjunction with verbal signals to communicate who we are, how we feel, how we feel about others, and how we get others to understand and do what we want.

Interaction of verbal and nonverbal communication

When communicating, nonverbal messages can interact with verbal messages in six ways: repeating, conflicting, complementing, substituting, regulating and accenting/moderating.

Repeating

• "Repeating" consists of using gestures to strengthen a verbal message, such as pointing to the object of discussion.

Conflicting • Verbal and nonverbal messages within the

same interaction can sometimes send opposing or conflicting messages.

• A person verbally expressing a statement of truth while simultaneously fidgeting or avoiding eye contact may convey a mixed message to the receiver in the interaction.

• Conflicting messages may occur for a variety of reasons often stemming from

• feelings of uncertainty, ambivalence, o or frustration.

• When mixed messages occur, nonverbal communication becomes the primary tool people use to attain additional information to clarify the situation; great attention is placed on bodily movements and positioning when people perceive mixed messages during interactions.

ComplementingAccurate interpretation of messages is

made easier when nonverbal and verbal communication complement each other.

• Nonverbal cues can be used to elaborate on verbal messages to reinforce the information sent when trying to achieve communicative goals; messages have been shown to be remembered better when nonverbal signal signals affirm the verbal

• ex exchange

Substituting• Nonverbal behavior is sometimes

used as the sole channel for communication of a message.

• People learn to identify facial expressions, body movements, and body positioning as corresponding with specific feelings and intentions.

• Nonverbal signals can be used without verbal communication to convey messages; when nonverbal behavior does not effectively communicate a message, verbal methods are used to enhance understanding.

Regulating

• Nonverbal behavior also regulates our conversations. For example, touching someone's arm can signal that you want to talk next or interrupt.

Accenting/Moderating

• Nonverbal signals are used to alter the interpretation of verbal messages.

• Touch, voice pitch, and gestures are some of the tools people use to accent or amplify the message that is sent.

• nonverbal behavior can also be used to moderate or tone down aspects of verbal messages as well. For example, a person who is verbally expressing anger may may accent the verbal message by s shaking a fist.

CATEGORIES OF NONVERBAL COMMUNICATION

KINESICS

• Definition:

• Kinesics is an important category of non verbal communication. Kinesics, or body language, refers to the subconscious gestures and body movements we make, that is, posture, movement, gestures, and facial expressions

• They indicate what a person is feeling and thinking. Since these gestures are made subconsciously, it is difficult to fake your body language.

• Kinesics is the study of the potential have for communication purposes. Ekman and Friesen categorized body movements into five types.

•Emblems are substitutes for words.

•Adaptors reveal an individual's internal states.

•Regulators control communication.

•Affect displays are movements of the body and face to show emotion.

• Illustrators help to reinforce verbal messages.

Kinesics can be broken down into four smaller categories:

• Facial expressions

• Body posture

• Eye movement/gaze

• Appearance

Facial Expressions• More of the principal messages

of non-verbal communication are conveyed by the face than by any other means.

• Facial expressions – reflect attitudes and emotions, e.g. happiness, warmth, hatred.

• A close look at your colleague’s face will allow you to identify the ---difference between true emotions and pretence.

Body Posture• The movements of your body

symbolise your attitudes and feelings. We use body language along with verbal communication to reinforce and add clarity and meaning to the message being conveyed.

• Body language involves gestures with hands and arms, facial expressions, eye contact and much more.

• Posture – can be used to more effectively communicate your information.

• Body language, and particularly facial expressions, can provide important information that may not be contained in the verbal portion of the communication..

• Facial expressions are especially helpful as they may show hidden emotions that contradict verbal statements. For example, an employee may deny having knowledge of a problem, but also have a fearful expression and glancearound guiltily

• Other forms of body language that may provide communication clues include posture and gestures. For example, a manager who puts his feet up on the desk may convey an impression of status and confidence, while an employee who leans forward to listen may convey interest.

• Gestures can add emphasis and improve understanding when used sparingly, but the continual use of gestures can distract listeners and convey nervousness.

Eye Movement

• important in sending and receiving messages

• It regulates the coherence of communication and indicates the degree of enthusiasm with which the verbal message is being received.

• Whether a person is looking you in the eyes or away from you changes the whole meaning of their message. Eye contact can convey attraction, as from across a crowded room, or it can convey revulsion, disgust and disbelief. The absence of eye contact communicates as much, such as when a person is lying or when avoiding discomfort in a crowded elevator.

• In most cultures, people who use eye contact are viewed as confident.

• In Australia listeners are taught to focus on the speaker’s eyes for effective communication whilst in India this will be determined by the genders involved: there it is not considered appropriate for a man to focus on the eyes of a female c colleague during

• a conversation.

Appearance

• Communication is also affected by a variety of aspects related to appearance such as clothes and accessories.

• your dress will show respect for the values and conventions of your organization

• These convey signals relating to the context including formal and informal, status and individuality.

• In Islam, Muslim women are expected to covered in their entirety including the face, except for their eyes, while in Western countries most women, even in a business context, will wear somewhat more revealing attire.

According to Murphy and Hildebrandt. For example, a speaker's clothing, hairstyle, use of cosmetics, neatness, and stature may cause a listener to form impressions about her occupation, socioeconomic level, competence, etc. Similarly, such details of the surroundings as room size, furnishings, decorations, lighting, and windows can affect a listener's attitudes toward the speaker and the message being presented

Proxemic rules

• Proxemics cover the way in which people position themselves in relation to another person during a discussion.

• Proxemics is important in business communication: people express their level of intimacy and trust towards a person through the distance that is chosen.

Hall (1969) categorized four types of distance.

• Intimate space (0-18 inches) is reserved for only those individuals who are relationally close such as family.

• Personal space (18 inches - 4 feet) is used for conversation and nonintimate communication.

• Social space (4-12 feet) is used in more formal situations.

• Public space (over 12 feet) occurs in larger communication contexts, such as a courtroom or class.

• The average personal distance varies from one culture to another. Americans tend to require more personal space: if you try to get too close to an American during a conversation, they tend to back away.

• Latin Americans, in contrast, demonstrate greater physical closeness during communication