Using non-verbal communication
Non-verbal communication can be positive (good) or negative (poor). It is therefore important that you are aware of the nonverbal signs you are communicating and try to keep them positive. This is not always easy as non-verbal communication can have different meanings depending on your cultural background.
When you are passing on verbal messages face to face, try to use non-verbal communication that is considered polite and friendly. Positive non-verbal communication can help you to communicate what you mean. It can also help you understand what another person means.
Here are some non-verbal communications that are considered polite when you are meeting someone:
- face the person you are speaking to.
- keep eye contact.
- have a positive posture.
- stay at an acceptable distance from the person you are speaking to.
- listen carefully to what they are saying.
You need to be aware that you can offend others by mistake. A gesture seen as polite in some cultures may be viewed as rude in others. For example, in some cultures people shake their heads when they mean ‘yes’ and nod when they mean ‘no’, which is exactly the opposite of what other cultures do. Some body language sends signals that we do not plan. For example, making eye contact when you are talking to someone is generally considered polite in some cultures. However, it is difficult for people who come from other cultures where it is a sign of respect not to make eye contact. If this is the case, then it might be a skill you have to practise for those situations where you need to make eye contact.
Asking questions is a very important part of communicating.
By asking questions you can:
- find out the information you need.
- check that you have understood what the other person has said.
- check that the other person understands what you have said.
In the workplace, it is very important to ask questions if you need to find out more information or you need to clarify a task that has been given to you. For example, if you are asked to do a task, you might need more information by asking:
- When does it need to be finished?
- How long is this likely to take me?
- How would you like me to do the task?
Or, you might need to clarify the instructions by asking questions like:
- I did not understand what you just said. Would you kindly repeat it?
- Can I check that I have got that right?
Listening is necessary for successful communication. By listening, you can find out:
- What information the other person wants you to know.
- What the other person thinks about something.
- Whether the other person has understood what you have said.
You will need to listen carefully to take messages and instructions from other staff members, and to pass messages on.
Here are some tips for improving your listening skills.
- Look at the speaker and watch their body language.
- Do not interrupt. Give the speaker time to tell you what they want to tell you.
- Ignore distractions and interruptions.
- Concentrate on what the person is saying to you.
- Don’t think about what they look like.
- Listen for the main idea of what you are being told.
- Ask questions if you are unsure about anything.
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