Understanding Nonverbal Communication

Nonverbal Communication

• Nonverbal communication is powerful, conveying messages beyond words
• Interpersonal communication involves both verbal and nonverbal aspects
• Nonverbal communication conveys messages without using language
• Behavioral scientists attribute approximately 55% to 95% of all communication to nonverbal sources

Interpreting Nonverbal Cues

• Interpretations of nonverbal cues vary based on social, cultural, and background factors
• Within a society, "cue clusters" generally have universally agreed upon interpretations
• Analyze nonverbal communication by considering all cues, not just one
• Use verbal communication to fully understand nonverbal behavior

Characteristics of Nonverbal Communication

• Unlike verbal communication, nonverbal communication is continuous
• Nonverbal communication is difficult to "fake" during interpersonal interaction
• Nonverbal communication operates beyond conscious awareness
• Congruence between verbal and nonverbal communication is essential for successful interactions

Elements of Nonverbal Communication

• Nonverbal communication includes paralanguage, body language, and environmental factors
• Paralanguage includes vocal characteristics like tone and speed
• Tone conveys meaning beyond words through changes in pitch
• The human voice communicates much to the receiver, especially over the telephone
• The speed of speaking must enable the listener to understand
• Pharmacists should provide clear messages at a speed which allows the patient time to process

Body Language

• Body language includes eye contact and facial expressions
• Maintaining direct eye contact may indicate interest in western cultures
• Orientals may decrease eye contact by frequently looking at the floor
• Pharmacists can pick up nonverbal cues of understanding by maintaining eye contact with patients
• The amount of eye contact should be adjusted to the patient, as direct eye contact may be uncomfortable
• Facial expression should be encouraging and welcoming
• Pharmacists should be able to read patient’s facial expressions regarding comprehension and receptiveness
• Facial expressions can send unintended messages, especially when inconsistent with verbal expressions
• People tend to believe facial expressions and nonverbal messages over verbal communication

Body Posture

• Body posture can distract the receiver
• Patients will judge willingness to talk based on perception of body position
• Leaning towards someone or sitting relaxed fosters good communication
• A closed posture involves folded arms, crossed legs, and downward gaze
• Closed posture can cause the receiver to respond in a similar noncommunicative way or break off interaction
• Closed postures may shorten or stop further productive interactions

Physical Touch

• Touch is a powerful but sometimes problematic nonverbal behavior
• It can have a considerable emotional impact
• It is also a problematic behavior since the action can be misinterpreted or offensive
• Physical contact is governed by social and religious rules that vary across cultures
• In some cultures, touch between adults in public is rare, even taboo
• Touch can be compassionate and healing, giving comfort in pain or distress

Personal Space

• The distance between people plays an important role in nonverbal communication
• Quality of interactions varies depending upon the distances between communicators
• Distance should create some privacy without creating discomfort
• Patients use nonverbal cues to indicate comfort with the distance
• In many cultures, 0.5-1 m is appropriate for friendly communication
• Intimate space (less than 0.5 m) is reserved for close relationships which can potentially cause anxiety

Further Nonverbal Communication

• People avoid bodily contact by trying not to touch one another in crowded elevators
• Instructions for sensitive issues affect the distance needed
• Hand gestures emphasize points and enhance understanding
• Clothing conveys a great deal of information such as style, cleanliness and whether someone is a pharmacist

Physical Environment

• Office plants and portraits may have a powerful impact
• Welcoming, comfortable, and attractive environments enhance relationships with patients
• Dirt, clutter, and untidiness carry negative nonverbal messages and influence patient perceptions
• The presence of physical, non-verbal elements communicate positive or negative messages
• Layout/arrangement, tidiness/cleanliness, comfort of seating, temperature, lighting, and visibility of library references impact communication
• Privacy is important for confidential communication

Time-Consciousness

• Patients are time-conscious and view wait times with impatience
• Convey value in the wait by providing services or empathy

Mirroring

• Non-verbal behavior is often mirrored when in harmony
• If a patient adopts a similar body posture, they are amenable to open conversation
• Adopting a relaxed body posture is helpful with a terse patient