Non-verbal communication
There are 2 aspects of non-verbal communication:
- Listening skills
- Body language
Listening skills
It is important to listen carefully when communicating with another person so that you do not miss or misinterpret what is being said.
This involves actively listening and not interrupting, so that you are taking in information and processing it accurately.
Interrupting can show that you are not actually listening but want to get your own view across or dominate the conversation.
When the other person has finished speaking you can ask questions or repeat back what was said to clarify understanding and concentrate on important facts or queries.
Body language
Body language means not what you say but the message and feelings you convey by your facial expressions and body movements.
It includes:
Facial expressions
- Positive - smiling, friendly open face
- Negative - frowning, angry with brows drawn down, bored, rolling eyes when spoken to
Eye contact
- Positive - direct contact with the other person with a steady but not staring look
- Negative – downcast eyes, looking away when speaking
Gestures
- Positive - thumbs up, nodding in agreement
- Negative - thumbs down, shaking head in disagreement, pointing accusingly
Movements
- Positive - shaking hands
- Negative – pacing up and down, drumming fingers on a nearby surface, impatience
Positioning
- Positive - keeping a slight distance and not entering the other person’s personal space by standing too close
- Negative - looking over the other person’s shoulder, sitting to close
Posture
- Positive - standing up straight and bending slightly towards the other person, showing alertness
- Negative – slouching, sitting in a hunched position, fidgeting and appearing nervous
