3.10 Principles of Nonverbal Communication

[Author removed at request of original publisher] and Linda Macdonald

Learning Objectives

By tthe end of this chapter, you should be able to

  • Identify and explain the principles of nonverbal communication.

Nonverbal communication is an important aspect of business communication, from interpersonal interactions to public presentations. Nonverbals are a dynamic, complex, and challenging aspect of communication.

When your audience first sees you, they begin to make judgments and predictions about you and your potential, just as an employer might do when you arrive for a job interview. If you are well dressed and every crease is ironed, your audience may notice your attention to detail. Wearing jeans with holes, a torn T-shirt, and a baseball cap would send a different message. Neither style of dress is “good” or “bad, but simply appropriate or inappropriate depending on the environment and context. Your skills as an effective business communicator will be called upon when you contemplate your appearance. As a speaker, your goal is to create common ground and reduce the distance between you and the audience. You want your appearance to help establish and reinforce your credibility.

Chances are you have had many experiences where words were misunderstood, or where the meaning of words was unclear. When it comes to nonverbal communication, meaning is even harder to discern. We can sometimes tell what people are communicating through their nonverbal communication, but there is no foolproof “dictionary” of how to interpret nonverbal messages. Nonverbal communication is the process of conveying a message without the use of words. It can include gestures and facial expressions, tone of voice, timing, posture and where you stand as you communicate. It can help or hinder the clear understanding of your message. Nonverbal communication is far from simple, and its complexity makes our study and our understanding a worthy but challenging goal.

In order to be a successful business communicator, you will need to continually learn about nonverbal communication and its impact on your interactions. Understanding the principles of non-verbal communication can help in understanding this impact.

Nonverbal Communication Is Fluid

In a speech, nonverbal communication is continuous in that it is always occurring, and because it is so fluid, it can be hard to determine where one nonverbal message starts and another stops. Words can be easily identified and isolated, but if we try to single out a speaker’s gestures, smile, or stance without looking at how they all come together in context, we may miss the point and draw the wrong conclusion. You need to be conscious of this aspect of public speaking because, to quote an old saying, “Actions speak louder than words.” People often pay more attention to your nonverbal expressions than your words. As a result, nonverbal communication is a powerful way to contribute to (or detract from) your success in communicating your message to the audience. If your words claim that the audience should have confidence in a new product, but your body language communicates nervousness, the audience may doubt your claims.

Nonverbal Communication Is Fast

Let’s pretend you are at your computer at work. You see that an e-mail has arrived, but you are right in the middle of tallying a spreadsheet with numbers that just don’t add up. You see that the e-mail is from a coworker and you click on it. The subject line reads “uh oh.” You could interpret the subject line to mean to mean something is wrong with the data, and your body may reveal your alarm.

Your emotional response is immediate. Nonverbal communication gives our thoughts and feelings away before we are even aware of what we are thinking or how we feel. People may see and hear more than you ever anticipated. Your nonverbal communication includes both intentional and unintentional messages, but since it all happens so fast, the unintentional ones can contradict what you know you are supposed to say or how you are supposed to react.

Nonverbal Communication Can Add to or Replace Verbal Communication

People tend to pay more attention to how you say something than what you actually say. In presenting a speech, this statement is particularly true. We communicate non-verbally more than we engage in verbal communication and often use nonverbal expressions to add to, or even replace, words we might otherwise say. We use a nonverbal gesture called an illustrator to communicate our message effectively and reinforce our point. Your coworker Andrew may ask you, “Barney’s Bar after work?” as he walks by, and you simply nod and say “yeah.” Andrew may respond with a nonverbal gesture, called an emblem or illustrator, by signaling with the “OK” sign as he walks away.

In addition to illustrators, we also use regulators. Regulators are nonverbal messages that control, maintain or discourage interaction” (McLean, S., 2003). For example, if someone is telling you a message that is confusing or upsetting, you may hold up your hand, a commonly recognized regulator that asks the speaker to stop talking.

Let’s say you are in a meeting presenting a speech that introduces your company’s latest product. If your audience members nod their heads in agreement on important points and maintain good eye contact, it is a good sign. Non-verbally, they are using regulators encouraging you to continue with your presentation. In contrast, if they look away, tap their feet, and begin drawing in the margins of their notebook, these are regulators suggesting that you better think of a way to regain their interest or else wrap up your presentation quickly.

Affect displays are nonverbal communication that express emotions or feelings (McLean, S., 2003). An affect display that might accompany holding up your hand for silence would be to frown and shake your head from side to side. When you and Andrew are at Barney’s Bar, smiling and waving at coworkers who arrive lets them know where you are seated and welcomes them.

Adaptors are “displays of nonverbal communication that help you adapt to your environment and each context, helping you feel comfortable and secure” (McLean, S., 2003). A self-adaptor involves meeting your need for security by adapting something about yourself in a way for which it was not designed or for no apparent purpose. Playing with your hair or repeatedly rubbing your hands together are examples of self-adaptive behaviours. An object-adaptor involves the use of an object in a way for which it was not designed. You may see audience members tapping their pencils, chewing on them, or playing with them, while ignoring you and your presentation. Or perhaps someone pulls out a comb and repeatedly rubs a thumbnail against the comb’s teeth. They are using the comb or the pencil in a way other than its intended design. In this case, the object-adaptor may communicate a lack of engagement or enthusiasm in your speech.

Intentional nonverbal communication can complement, repeat, replace, mask, or contradict what we say. When Andrew invited you to Barney’s, you said, “yeah” and nodded, complementing and repeating the message. You could have simply nodded, effectively replacing the “yes” with a nonverbal response. You could also have decided to say no, but did not want to hurt Andrew’s feelings. Shaking your head “no” while pointing to your watch, communicating work and time issues, may mask your real thoughts or feelings. Masking involves the substitution of appropriate nonverbal communication for nonverbal communication you may want to display (McLean, S., 2003). Nonverbal messages that conflict with verbal communication can confuse the listener.

Nonverbal Communication Is Universal

Consider the many contexts in which interaction occurs during your day. In the morning, at work, after work, at home, with friends, with family, and our list could go on for quite awhile. Now consider the differences in nonverbal communication across these many contexts. When you are at work, do you jump up and down and say whatever you want? Why or why not? You may not engage in that behavior because of expectations at work, but the fact remains that from the moment you wake until you sleep, you are surrounded by nonverbal communication.

If you had been born in a different country to different parents your whole world would be quite different. Yet nonverbal communication would remain a universal constant. It may not look the same, or get used in the same way, but it will still be nonverbal communication in its many functions and displays.

Nonverbal Communication Is Confusing and Contextual

Nonverbal communication can be confusing. We need contextual clues to help us understand, or begin to understand, what a movement, gesture, or lack of display means. Then we have to figure it all out based on our prior knowledge (or lack thereof) of the person and hope to get it right. Talk about a challenge. Nonverbal communication is everywhere, and we all use it, but that doesn’t make it simple or independent of when, where, why, or how we communicate.

Nonverbal Communication Can Be Intentional or Unintentional

Suppose you are working as a salesclerk in a retail store, and a customer communicated frustration to you. Would the nonverbal aspects of your response be intentional or unintentional? Your job is to be pleasant and courteous at all times, yet your wrinkled eyebrows or wide eyes may have been unintentional. They clearly communicate your negative feelings at that moment. Restating your wish to be helpful and displaying nonverbal gestures may communicate “no big deal,” but the stress of the moment is still “written” on your face.

Can we tell when people are intentionally or unintentionally communicating nonverbally? We often assign intentional motives to nonverbal communication when in fact their display is unintentional, and often hard to interpret.

Nonverbal Messages Communicate Feelings and Attitudes

Steven Beebe, Susan Beebe, and Mark Redmond offer additional insights on interpersonal nonverbal communication. These authors show that you often react faster than you think. Your nonverbal responses communicate your initial reaction before you can process it through language or formulate an appropriate response. If your appropriate, spoken response doesn’t match your nonverbal reaction, you may give away your true feelings and attitudes (Beebe, S., Beebe, S., and Redmond, M., 2002).

Albert Mehrabian asserts that we rarely communicate emotional messages through the spoken word. According to Mehrabian, 93 percent of the time we communicate our emotions nonverbally, with at least 55 percent associated with facial gestures. Vocal cues, body position and movement, and normative space between speaker and receiver can also be clues to feelings and attitudes (Mehrabian, A., 1972).

Is your first emotional response always an accurate and true representation of your feelings and attitudes, or does your emotional response change across time? Our emotional responses are changing all the time, and sometimes a moment of frustration or a flash of anger can signal to the receiver a feeling or emotion that existed for a moment, but has since passed. Their response to your communication will be based on that perception, even though you might already be over the issue. In this case, your spoken words may serve you well. You may need to articulate clearly that you were frustrated, but not anymore. The words spoken out loud can serve to clarify and invite additional discussion.

We Believe Nonverbal Communication More than Verbal

Building on the example of responding to a situation with facial gestures associated with frustration before you even have time to think of an appropriate verbal response, let’s ask the question: what would you believe, someone’s actions or their words? According to William Seiler and Melissa Beall, most people tend to believe the nonverbal message over the verbal message.

Because we tend to believe the nonverbal over the verbal, you need to identify any of your nonverbal behaviours that appear inconsistent with your verbal message. For example, if you are claiming that your recommendation for a new social media campaign should be adopted but your body language shows a lack of confidence, you will undermine your proposal.

Nonverbal Communication is Key in the Speaker/Audience Relationship

When we first see each other, before anyone says a word, we are already sizing each other up. Within the first few seconds we have made judgments about each other based on what we wear, our physical characteristics, even our posture. Are these judgments accurate? That is hard to know without context, but we can say that nonverbal communication certainly affects first impressions, for better or worse. When a speaker and the audience first meet, nonverbal communication in terms of space, dress, and even personal characteristics can contribute to assumed expectations. The expectations might not be accurate or even fair, but it is important to recognize that they will be present. There is truth in the saying, “You never get a second chance to make a first impression.” Since beginnings are fragile times, your attention to aspects you can control, both verbal and nonverbal, will help contribute to the first step of forming a relationship with your audience. Your eye contact with audience members, use of space, and degree of formality will continue to contribute to that relationship.

As a speaker, your nonverbal communication is part of the message and can contribute to, or detract from, your overall goals. By being aware of them and practicing with a live audience, you can learn to be more aware and in control. Remember, too, that you are continuously communicating non-verbally in meetings, in conversations, and in the classroom. Your nonverbal behaviour tells a great deal about you, including your level of engagement, your level of professionalism, and your attitude.

References

Beebe, S. [Steven]., Beebe, S. [Susan], & Redmond, M. (2002). Interpersonal communication relating to others (3rd ed.). Boston: Allyn & Bacon.

Mehrabian, A. (1972). Nonverbal Communication. Aldine-Atherton.

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Building Relationships With Business Communication by [Author removed at request of original publisher] and Linda Macdonald is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, except where otherwise noted.

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