Unit 1 | Verbal and Nonverbal Communication Video
Transcript:
Verbal and Non-Verbal Communication Skills
COWORKER 1: So are you excited about the new product launch this afternoon?
COWORKER 2: (sighing, shoulders slumped, voice monotone): Sure. Who wouldn’t be?
COWORKER 1: Right. I just figured since you were one of the people who thought of the idea, it must be very rewarding to see it finished.
COWORKER 2 (rolling eyes, arms crossed): So incredibly rewarding.
COWORKER 1 (sensing mixed signals): Are you all right? Are you feeling okay?
COWORKER 2 (forced, painful smile, eyes narrowed): Me? Sure. I’m terrific.
VO: Have you ever been in a conversation with someone and felt like what that person was saying—the verbal communication—didn't match that person's real thoughts or feelings? Something in a facial expressions or posture, or just the tone of voice?
Every conversation is a combination of what's said—our words— and what's implied—the numerous nonverbal cues that accompany those words. This nonverbal communication is just as important as the sentences we string together.
Skilled communicators know how to effectively read, or interpret, the nonverbal cues given by others, as well as use them to make their own verbal messages loud and clear.
EXPERT: We decode, literally, thousands of nonverbal cues every day. Sometimes those cues are messages in and of themselves. For example, we nod to show affirmation or frown to show displeasure. Or we might shrug to show disinterest or a lack of knowledge. But nonverbal communication enhances or adds new layers of meaning to the verbal messages we send. It's often used to guide conversations, to provide feedback, or to show how we really feel.
VO: But what are those nonverbal cues and how do we interpret them? Let's start with one of the most obvious ways we communicate nonverbally—by the faces we make.
DISGUSTED (KID): Meatloaf again?
SHOCKED: It’s going to cost me how much?
CONFUSED: Wait...what was the middle part again?
ANGRY (FEMALE): I am so going to get him back for that...
BORED: Seriously...will she ever quit talking?
OFFENDED (TEEN GIRL?): Tcha. As if!
CHEESY CHARM (MALE--big, toothy grin, one eyebrow raised): Hey there, sport. Might I interest you in a new car?
GUILTY: That’s not good. I need to get out of here before anybody notices.
ELATED: Three. Day. Weekend!
EXPERT: Most of the time our nonverbal cues—like facial expressions—reinforce what we are saying. But have you ever asked someone, “How's it going?” and had him or her sigh and slump? A person may say, “Everything's fine,” but you can tell it's not. Skilled communicators are able to read these nonverbal cues and uncover other, more subtle messages lying beneath the surface of what's being said. That's why it's important to be receptive to all the ways people choose to communicate.
VO: In addition to facial expressions, what are the common nonverbal cues that we look for?
There's body language, such as a pounding fist or a pointing finger. (pause) Posture, from rigid and rapt attention to slumped-over boredom. (pause) Personal space—or the lack thereof—which often indicates the relationship between the people communicating. (pause) The tone and pitch of your voice—often called paralanguage—which can show a vast range of emotions from enthusiasm to annoyance.
And then there's eye contact.
MANGER: Turns out somebody dropped the ball on this, and I would like to know who’s responsible.
EXPERT: Maintaining eye contact is often a matter of courtesy and professionalism. Whether you are speaking with a supervisor, an employee, a customer, or client, it's important to make eye contact to show that you are engaged, that you are actively listening, that the other person has your undivided attention.
VO: Not all cultures have the same nonverbal cues, however. In many countries, prolonged eye contact may be interpreted as disrespectful or overbearing. Common hand gestures, such as a thumbs up, have different meanings in other countries. Even the accepted amount of personal space varies from culture to culture. In a global marketplace marked by an increasingly diverse workforce, it's critical to be aware of the communication practices of cultures and backgrounds that are different from yours. After all, you don't want your message—verbal or nonverbal—to get lost in translation.
A smile. A nod. A bow. A salute. A roll of the eyes. A high five. We often send and receive messages without speaking a single word. Being successful means paying attention to all the messages you are sending—and all the ones you are being sent, spoken and unspoken, explicit and implied. It also means being sensitive to the ways we all communicate. After all, the very best communicators can speak volumes with a single look.
Take a moment and consider the following. Do you always pay attention to the nonverbal cues other people send you? Do you consciously think about the cues you are sending others? Do you have friends with cultural backgrounds different from yours who use nonverbal communication differently? How so? Why is it more important than ever to be aware of the differences in the way people communicate in today's work environment?