Verbal and nonverbal language
In listening and speaking skills, we’ve learned that we communicate by using verbal and non-verbal language.
Let’s look at Julie again. Verbal language can be described as the actual words that are being spoken.
In this case, Julie’s verbal language is: Have you finished the job yet? Julie’s non-verbal language includes how she says the words, and her tone of voice.
She may sound friendly:
Julie: Have you finished the job yet?
Or upset:
Julie: Have you finished the job yet?
Other components of her non-verbal language that can affect the communication are; body language, appearance and the surrounding environment.
Here’s Chuck. He’s trying to close a sale.
Chuck: I’m very confident that our, that our product is, is the best on the market and um well most suitable for your company needs.
Do you think anyone will buy the product from Chuck?
Why don’t you think so?
We use non-verbal language to reinforce or add meanings to our words or verbal language.
However, if we send out conflicting messages, people tend to believe our nonverbal message over the verbal one. Nonverbal is perceived to be more spontaneous and less conscious. Nonverbal language is only half of the total message, but a very important half.
Nonverbal language
Here are different types of nonverbal language we’ve learned so far. Others are time and space.
Let’s look at each of them now.
Tone of voice
Our tone of voice reveals a lot about our feelings. Therefore, adds significant meanings to our message.
The tone of voice includes how high or low our voice is, how fast or slow we speak, how soft or loud, and most importantly, what our voice characteristics or emotional indications are.
Body language
We use body language to help emphasise our message.
Let’s look at Bill when he’s speaking to Julie. Can you see how his body language adds meaning to his words, positively or negatively?
When we’re listening, we can use our body language to provide listening feedback.
Remember Debbie and Chuck’s body language when they’re listening to Bill. Who do you think has a more encouraging listening feedback?
Appearance
Appearance is about our image, how we look, dress and groom.
How we look is our physical appearance. How we dress includes our clothes and hairstyle. How we groom is our presentation such as how clean and tidy we are. We should change our image to suit the occasion.
It’s acceptable for Henry to have scruffy marks on his face and wear dirty clothes when he’s working in the workshop.
However, when he’s serving Sue at the front desk, we expect him to be clean and well presented.
Environment
The surrounding environment can affect the outcome of our communication. Remember Chuck and all the physical barriers that may prevent us from listening to him?
Distracting environment includes, interruptions both by persons and phone calls.
Visual distractions which can be lighting, furniture and decorations, and audible distractions such as radio and background noise.
Time
As they say, time is money. Punctuality is an important non-verbal message in a business environment. When we are punctual, we show a good work attitude and good manners.
We should also be careful with time when we’re calling someone, we should choose an appropriate time, and keep the call as short as possible.
Space
When we say space is part of nonverbal language, we mean how close or how far we are from other people when we communicate with them.
How we use personal space depends on how we feel about others. Strangers usually stand further away from each other than friends do. Apart from familiarity, gender, status or role and culture will determine the use of our personal space.
Jeff is about to show his work on a computer to different people. First Bill. Notice how Bill’s standing very close. He’s putting his arm on Jeff’s chair, while looking over Jeff’s shoulder.
Now it’s Chuck’s turn. Their space is a little bit further apart, since Chuck holds a more senior role in the company.
Debbie is having a look too. Being a woman, she is standing even further away. Notice how Jeff now leaning back to make more space.
As you see, we need to be aware of space as a non-verbal message and adjust our personal space according to the people we communicate with. Although non-verbal language is very important, we can’t rely on non-verbal clues alone when we’re communicating. To understand the true meaning of a message, we need to look at both verbal and nonverbal language as a whole.
In this topic we’ve learned that nonverbal language includes:
If we send out conflicting messages, people tend to believe our non-verbal message over the verbal one.
