Non Verbal Communication

Welcome to the month of May ??...

This edition will be addressing the topic ;

Non -Verbal Communication

For us to better understand what this type of communication is,we will first define what communication is and the various types:

COMMUNICATION is the way by which we receive or convey information in a way that is appropriate.

It takes place between a sender and receiver and entails sending a message and receiving feedback.

In communicating ,the most important thing is ; how it is done.

Most of our senses are involved in communicating, that's why it is important to structure how it is we carry on speaking to or with others especially customers,so as not to make the conversation go South,with our tone,body language or written words.

There are 3 main types of communication and they are as follows:Verbal ,Non-Verbal and Written .

Other forms of communication exist,but the above we could say are the major ones :

We can see from the above chart that non- verbal communication carries the highest weight and

can be dubbed,"words without words OR " communication without speaking ".

There are distinct elements which make up non verbal communication that need to be taken into cognisance to avoid any form of misunderstanding during interactions with customers.

A look at the diagram below shows the components of non - verbal communication.

Let's look at each component briefly:

POSTURE: Slouched shoulders,sunken seat position speaks to anxiety ,nervousness or disinterest.Sitting straight and upright sends the right signal

BODY LANGUAGE: This entails the use of parts of the body to convey messages e.g.eye movements, pouted lips,shoulder shrugging etc

EYE CONTACT :Making eye contact during interactions shows the concerned party that you are following and are interested in the conversation.

BLINKING: This could pass off as anxiety or nervousness or in some cases agreement/disagreement where speech may be impaired

TIME: Taking longer time than expected could be deciphered by the other party as being taken for granted or not being counted worthy

FACIAL EXPRESSION: A scowling face typically conveys anger while a smiling expression conveys warmth or welcome

PERSONAL PRESENTATION: Appearance speaks a lot as that's what people assess first.A dishevelled appearance points to dis-organization,while a comely appearance expresses tidiness,control etc

SMELL: A foul smell puts people off and is a negative invasion of the atmosphere,while smelling nice allows for a warm welcome

GESTURE: Aggressive hand gestures or feet movements may suggest anger,tension or crankiness,while gentle movement shows understanding

TONE OF VOICE: A low tone even when angry can descalate a tense situation,while an angry tone fuels up issues

PITCH OF VOICE: A high pitch sometimes signifies nervousness or uncertainty while a normal pitch shows a control of the conversation.

Non Verbal Communication carries the bulk of most of our communication,hence great attention should be paid to it.Even in silence, communication is taking place.

Here are a few tips for non verbal communication:

??Practise to effectively relay or understand cues

??Pay attention to non verbal signs to avoid miscommunication

??Ask questions when in doubt of body signals

??Be aware of the environment the communication is taking place

Whether verbal ,non verbal or written communication,the goal is to communicate effectively and pass on the message as fluidly as possible.

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Till I come your way ,

Yours truly

Kemmy

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#nonverbalcommunication

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