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Technical Communication

Nonverbal Communication
Nonverbal communication is communication that occurs by means other than
spoken and written words, grouped under three principal headings:
1. Body appearance and actions;
2. Voice, and
3. Environment.
Non-verbal communication, is also known by technical terms such as:
Proxemics
Oculesics
Haptics
Vocalics
Kinesics
Objectics
Chronemics

(dealing with the use of space in communications)

(eye contact and behaviour)
(the use of touch)
(the tonal quality of the voice),
(the movements of the body), and
(the use of objects in communication).
(referring to the value we attach to and the way we use time).

Within this overall grouping, it helps us to be aware of the eight important non-verbal
communication areas broadly identified under three groupings as:

Body communication
Facial communication
Eye communication
Paralanguage (voice volume, quality, resonance, pitch, pauses, hesitations)
Tactile communication (touch)
Artifactual communication (accessories)
Territoriality, and
Spatial communication.

Defining Body Language:

Body language is the communication of feelings, thoughts, emotions,

attitudes etc. through body movements gestures, postures, facial
expressions, walking styles, positions and distance either consciously or
subconsciously and accompanied or unaccompanied by the spoken
language.
Body language is the way people unconsciously telegraph their private thoughts and
emotions through body movements the way in which they fold their arms, cross their

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legs, sit, stand, walk, use their hips, eyes, and even in the subtle way they move their lips.
Certain gestures like their touching the nose, rubbing the eye, clearing their throat,
pausing while speaking, even the clothes and the perfume one wears, speak louder than
words. A study on the relationship among the three main elements of communication
verbal (words spoken or the message), vocal (the intonation, the projection and the
resonance of the voice) and visual signs (the non-verbal behaviour while speaking)
found the impact rating as 7 percent, 38 percent and 55 percent respectively.
Non-verbal communication can serve four functions:
Emphasize: (We say yes and nod our head at the same time).
Regulate and control: (through our actions)
Repeat: (We admonish a child and then waggle our index finger as a repeated caution).
Substitute: (Without speaking we use a gesture alone, to transmit a message).
How body language differs from verbal language:

Words are on the head level they are symbols which one has to translate
mentally into meaning.
Non-verbal language is at the feeling or gut level. Its meaning is absorbed
instinctively.
We feel the meaning rather than think about it.
Words can be edited and controlled through training. Body language posture,
gesture or movement is unedited, subconscious, involuntary and spontaneous.
Hence, its message is more truthful and genuine.
Words are specific and being symbols, they call for same images (meanings) for
all of us, expressing concrete ideas and facts.
Body language needs interpretation. Though the posture and gesture contain
elements that are universally understood, they may also be coloured by cultural
and background differences.
Words can be found in abundance but it is not possible to comprehend the depth
of feelings through words alone.
Body language is compact. It expresses feelings in a more economical way and
can be more direct and eloquent than verbal language and evokes immediate
response.
Words separate. There are differences between foreign languages and ones own
language. Then, vocabulary and pronunciation define class, level of
accomplishment, education and social status. Body language can unify because it
has, by and large, universally understood meanings.

Some of the cues which have an impact on non-verbal communication:

Body appearance:
Voice:
Environment:

posture, height, dress, gestures, facial expressions, touch.

volume, pitch, rate, tone, non-fluencies.
space and territory, time, building and room design,
interior dcor, lighting, noise, seating arrangement.

Interpretations from Non-verbal Communications:

There are several considerations with respect to interpreting body language.

Body language consists of gesture clusters and is complex, with a combination of

cultural, social, individual elements. Each individual is unique and his or her
attitudes and behaviour will have an impact on his non-verbal communication.
Non-verbal behaviour takes places in particular contexts and such contexts vary.
So we must adapt our interpretation.
We use acquired gestures differently but they mean different things to different
people. Interpretations are also based on many factors, including culture, religion,
politics, economics, geography and values.
We may be inaccurate in our interpretations because of the danger judgements
being predominantly subjective rather than objective. We may be biased about
things and people. We tend to relax our observation and alertness while
conversing with our nearest and dearest.
Gestures must be interpreted in clusters and not in isolation. Clusters are
kaleidoscopic and change moment to moment and movement to movement.
Sometimes gestures do not really mean what they signify, as the person may be
making them out of habit or because of acquired mannerisms. Interpretations then
take on a coloured meaning.
One must be aware of incongruencies and inconsistencies in verbal and nonverbal expressions.
Sometimes there may be attempts to fake gestures. One must be alert to giveaway clues.
We must take cultural variations of gestures into consideration.
Accurate interpretation comes through patient observation, perceptiveness and
experience.

Face the most expressive part of the body is the single most important source of
nonverbal communication, where we can see happiness, sadness, surprise, anger, disgust
and fear. But people can control these expressions and many can lie best with their faces.
It is difficult for a casual observer to determine whether or not a communicator is sincere.
Eye contacts and the gaze: The Eyes are used to communicate in at least three ways:
(a) dominance vs. submission; (b) involvement vs. detachment; and (c) positive vs.
negative attitude.
In addition, there are three levels of consciousness and control categorized as: (i)
conscious use of the eyes to communicate such as the flirting blink and the intimate nosewrinkling squint; (ii) the very extensive category of unconscious but learned behaviour
governing, where the eyes are directed and when (this unwritten set of rules dictates how
and under what circumstances the sexes, as well as people of all status categories, look at
each other; and (iii) the response of the eye itself which is completely outside both

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awareness and control changes in the case (the sparkle) of the eye and the pupillary
reflex.
Clem is the involuntary movement of the eyes to the right or left when the person is
processing information, thinking or in deep reflection. Gazing means looking intently. It
is a non-verbal signal which concerns the act, duration and manner of looking. We gaze
in order to perceive the expressions of others, especially those of their faces, to gauge
whether they are genuinely interested in us or not.
Real communication takes place when two persons gaze at each other eye to eye. The
duration of eye contact while gazing can vary across individuals and cultures. Eye
contacts determine intimacy or intimidation, involvement or effective rapport, shyness or
confidence.
In vocal communications, 87 percent of the information received is through the eyes, 9
percent through the ears, and 4 per cent through other senses.
Types of Gaze:

Mutual Gaze: Gives a feeling of intimacy, mutual attraction and attentiveness.

The inter-actors look at each other in the region of the face.
Business Gaze: Imagine a triangle on the other persons forehead. When we direct
our gaze in this area, we have a look of seriousness, hence the other person
realizes that we mean business. As long as we keep to this level of gazing we will
be in control of the interaction.
Social Gaze: To create a social atmosphere, the gaze must drop below the other
persons eye level; the triangle is located between the eyes and the mouth. This is
generally the area at which people direct their gazes during social interaction.
Intimate Gaze: The gaze area extends across the eyes and below the chin to other
parts of the persons body. Those who use this gaze are indicating their interest in
each other.
Natural Gaze: Lasting from 5 to 10 seconds, we use it when we talk to another
person in an excited, enthusiastic and confident manner and is natural in a one to
one conversation. The 5 second period makes listeners feel comfortable.
Eye dart: This happens when a person is under pressure. Eyes tend to dart in all
directions. It is obvious the person is nervous. The tension is transferred to the
listener who begins to feel uncomfortable.
Slow Blink: Against the normal blinking average of 6 to 8 times per minute, some
persons have the habit of shutting their eye lids for up to two or three seconds
every now and then while speaking. This indicates that the person is momentarily
blocking out the other from his presence. He may also be communicating that he
is not quite happy to be there. This mannerism makes the listener feel left out and
creates a distance. A person who feels superior to the other may combine the eyeblock gesture with that of tilting his head backwards and giving the other a long
look, commonly referred to us looking down ones nose. Sales persons who
encounter an eye-block gesture should take it as a cue that they have caused some
negative vibration and must change their approach.

Voice:

Voice qualities, vocal characterizers, vocal qualifiers, and vocal segregates.

Vocal qualities refer to pitch, range, resonance, rhythm, and speaking rate.
Vocal characterizers include laughing, crying, whispering, groaning, yawning,
whining, coughing, and clearing the throat.
Vocal qualifiers are momentary variations in volume ranging from overload to
soft, or pitch ranging from very high to very low.
Vocal segregates are non-fluencies such as ah, un and um; silent pauses and
intruding sounds.

Territory and space:

Persons of higher status have more and better territory.

The territory of higher status people is better protected than that of lower status
people.
The higher a persons status, the easier it is for him or her to invade the territory
of lower-status people.

Informal space: intimate distance (0-1.1/2 ft): Personal distance 1.1/2 ft. to 4 ft): social
distance (4 ft to 12 ft.): Public distance (12 ft 25 ft).
Nonverbal sensory cues vie for attention. Our sense organs pick up a predominant cue
like handshake. Then the nervous system carries impulses to the brain and throughout the
body and we give meaning to the nonverbal symbols in our filter from knowledge,
viewpoints and emotions. When we respond, our mind searches for ways to express
meaning (e.g. smile, make eye contact, grip handshake, step back etc.).
Nonverbal symbols communicate just as verbal ones do. We need to analyze non-verbal
communication just as we do verbal. Usually, we do not.
Apart from the face particularly the eyes - which tell what is happening within us,
different gestures are also made at the first, middle and end of our verbal communication.
Speaking and gesturing are linked and coordinated.
Appearance includes clothes, hair, jewelry, cosmetics and such. If we changed our
appearance drastically, from formal to informal for example, how others would respond.
Body language can be faked only to some extent and for a short time.
Beauty contests where each contestant has studiously learned body movements to give
the impression of warmth and sincerity. If these signals can be conveyed appropriately,
the participants will score points. Another example is of politicians who fake body

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language in order to get the voters to believe what they are saying and the politician who
can successfully do this is said to have charisma.
Hands: The open palm is associated with truth, honesty, allegiance and submission.
Palm upward is characteristic of a beggar asking for alms. Palm facing down is holding
down or restraining. When people wish to be totally open or honest, they will hold one or
both palms out to the other personal and say something like let me be completely open
with you. When a child is lying or concealing something, his palms are hidden behind
his back. A husband who wants to conceal his whereabouts after a night out with the boys
will often hide his palms in his pockets or in an arm-fold position in trying to explain
where he was. Sales people are often taught to look for the customers exposed palms
when he gives reasons why he cannot buy the product, because only valid reasons are
given with exposed palms.
Hand gestures: Rubbing the hands together: could show nonverbally the heightened
positive expectations of something exciting to happen, winning, looking forward to the
next event, closing a deal, exciting results to be expected, even expectation of a tips that a
waiter may have. Hands clenched together: gesture of confidence, often smiling and
happy. Hands clenched at a raised position and held in front of the fact could show
frustration. Also shows a negative attitude being held back, when the clenched hands are
resting on the desk or on the lap when seated or placed in front of the upper thighs when
standing. Steepled palms, often used in isolation of other gestures, can be of those who
seem confident, superior types with a know-it-all attitude. Gripping hands, arms and
wrists also can be studied. Hand held behind the back can show superiority-confidence
gesture eg. Policeman). Hands-on-hip indicate aggressiveness. Hand gripping wrist is a
sign of frustration. If the hand moves further up on the back, it shows the person has
become angry and is attempting to control his frustration.
The fingers are placed in the mouth when one is under pressure in an unconscious
attempt to revert to the security of the childhood. While most hand-to-mouth gestures
involve lying or deception, the fingers in mouth gesture is an outward manifestation of an
inner need of reassurance. Evaluation is indicated by a closed hand resting on the cheek
with the index finger pointing upwards. When the person loses interest but wishes to
appear interested for courtesys sake, the position will slightly alter so that the heel of the
palm supports the head (boredom will show). When the index finger points vertically up
the cheek and the thumb supports the chin, the listener is having negative or critical
thoughts about the speaker or his subject. Often the index finger may rub or pull at the
eye as the negative thoughts continue. When one hand moves to the chin and begins a
chin-stroking gesture, this indicates evaluation is on. Arms folded tightly across our
chests indicate our barrier in a threatening situation, and also a negative attitude.
Standard arms-cross is an attempt to hide from an unfavourable situation also signifying
the same defensive or negative attitude almost everywhere. And is commonly seen when
a person is among strangers in public meetings, queues, cafeterias, elevators or anywhere
that people feel uncertain or insecure. The full arm-cross with also clenched fists

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indicates a hostile and defensive attitude. Combined with clenched teeth and red face,
verbal or physical attack may also be imminent. Both thumbs held up vertically, along
with the arm-cross gesture indicates the user is cool showing confidence.
Also how we arrange our personal space and what we arrange in it. Personal space
differs for each individual. Culture especially changes each one.
Paralanguage involves how we say something. Is our speech, fast, slow, high, deep,
smooth, disjointed, or such. This signal becomes a part of the total meaning one
receives. Let us take for example one on emphasis:
I practice good business communication.
I practice good business communication.
I practice good business communication.
I practice good business communication.
I practice good business communication.
What is said and the way it is said must be consistent. Listen for mixed signals find out
if people saying one thing and probably intending another. Determine the intended
meaning. And learn to pick up the signals from others and learn to be aware of the
signals you are letting out too.

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