Helping Government Serve the People ®

Nonverbal Communication:

It’s Not What You Say, It’s How You Say It

Presented by Nancy Vera

Communication is essential to understanding and

connecting to the world around us.

Discussion topics include:

1. Context, body language, and cultural differences

2. Congruent delivery of verbal and nonverbal messages

3. Techniques for addressing body language

Welcome

2

Benefits of Good Communication

Good communication can:

• Reduce conflict

• Strengthen relationships

• Help people adopt ideas

• Increase productivity

• Improve quality of work

• Create a positive and trusting work environment

Nonverbal Communication

What we say without using words – mostly visual cues

Allows people to:

• Reinforce verbal information

• Convey emotional information

• Define or reinforce a relationship

• Provide feedback

• Regulate the flow of communication

When communication is authentic, communication is

congruent.

Incongruence occurs when verbal and nonverbal

communication do not match.

• Verbal communication tends to be sent with intent and can

be strategic.

• Some nonverbal behaviors are harder to control.

Communication Relationship

5

If nonverbal communication does not match verbal communication,

the “listener” will believe what they see (nonverbal).

Facial Expressions Paralinguistics

Body Language, Postures, and Gestures

Proxemics

Eye Contact

Haptics

Appearance

Artifacts

Types of Nonverbal Communication

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Paralinguistics

“The most important thing in communication is hearing

what isn’t said.” – Peter Drucker

Nonverbal communication can act as verbal

communication “punctuation“.

My name is Nancy.

My name is Nancy?

My name is Nancy!

Body Language

Posture sets the tone. Are you:

• Sitting/Standing

• Shaking your head?

Gestures can reinforce what you say

• Wave

• Point

• Head nod

• High fives

Be Aware: The meaning of gestures varies by culture!

Gestures Are Not Universal

Proxemics

Depends on the individual, the situation and culture

The invasion of space can communicate:

• Dominance

• Avoidance

• Indifference

• Aggression

• Affection

How can invasion of personal space effect communication?

How do you tell a person they are invading your space?

Eye Contact

Can be solely used to communicate a nonverbal

message

Conveys a variety of meanings

• Upset

• Redirection

• Interest in subject matter

• Confusion

Three C’s of Nonverbal Communication

Context

Clusters

Congruence

• Environment

• History of

Relationship

• Individual Roles

• Combination of

cues

• How do they fit

together

• Do the words

match the tone

and body

language?

- Beyond Words, Jeff Thompson

Top 10 Tips for Improving Nonverbal Communication

1. Pay attention to nonverbal signals

2. Look for incongruent behaviors

3. Concentrate on voice tone

4. Use good eye contact; avoid distractions

5. Ask questions about nonverbal signals

6. Use signals to make communication more effective

7. Be aware of how signals are clustered

8. Consider the context of the situation

9. Remember some nonverbal signals are not universal

10.Practice, practice, practice

Questions?

14

Thank you for participating!