NS- CHC 101: Understanding Non-Verbal Communication Skills PDF

# NS- CHC 101 ## Topic – 3 Understanding Non-Verbal Communication Skills ### Learning Objectives: On completion of the session, the student will be able to: * Define non-verbal communication. * Explain the Mehrabian communication theory. * Discuss the Challenges in Non-Verbal Communication. ###...

# NS- CHC 101 ## Topic – 3 Understanding Non-Verbal Communication Skills ### Learning Objectives: On completion of the session, the student will be able to: * Define non-verbal communication. * Explain the Mehrabian communication theory. * Discuss the Challenges in Non-Verbal Communication. ### Non-Verbal Communication * Non-verbal communication involves conveying messages without the use of words, through a variety of channels such as body language, facial expressions, and vocal tones. * “Transmission of messages by a medium other than speech or writing.” * Non-verbal communication accounts for a significant portion of how we convey and interpret messages. Understanding these cues is crucial in ensuring effective and empathetic interactions, especially in healthcare settings. ### Key Elements of Non-Verbal Communication * **Vocal Cues:** Pitch, speed, tone, and volume of voice. * **Body Language:** Gestures, facial expressions, and body posture. * **Proxemics:** Physical distance and space in interactions. * **Eye Contact:** Movements, gaze, and pupil dilation. * **Appearance:** Dress, grooming, and overall appearance. ### Non Verbal Communication This is an image of various symbols representing the following: * Facial Expressions * Touch * Body Movements and Posture * Eye Contact * Gestures ### Non-Verbal Communication * Problems occur when our verbal messages do not match the non-verbal messages that our bodies are sending out. This can result in counter-productivity and destroy one's credibility. * As much as 93% of communication is nonverbal, with 55% sent through facial expression, posture and gestures and 38% through tone of voice. ### Non-Verbal Communication The Mehrabian Communication Theory suggests that in situations where emotions or attitudes are being communicated, words (verbal communication) only account for 7% of the message's impact, tone of voice accounts for 38%, and body language, particularly facial expressions, accounts for 55%. This means that non-verbal cues are far more influential than the actual words spoken when conveying feelings or attitudes. ### Practical Implications of the Mehrabian Communication Theory: #### Importance of Consistency in Communication: * If a healthcare professional's words are positive, but their tone of voice or body language suggests indifference or frustration, the patient is more likely to perceive the negative non-verbal cues. For instance, if a nurse says, "Everything will be fine," but does so with a flat tone and crossed arms, the patient may not feel reassured. * Implication: Healthcare professionals need to be aware of their tone and body language to ensure it aligns with the verbal message, especially when providing comfort or support to patients. #### Building Trust and Rapport: * In a patient-caregiver relationship, trust is crucial. Non-verbal communication plays a key role in establishing this trust. A warm tone and open body language can make a patient feel more comfortable and willing to share important information about their health. * Implication: Effective communication in healthcare settings requires more than just the right words; it also involves being mindful of how those words are delivered to build a trusting relationship with patients. #### Managing Difficult Conversations: * When delivering bad news or discussing sensitive topics, how the message is conveyed can significantly impact the patient's reaction. For example, a calm, empathetic tone and a compassionate facial expression can help soften the blow of difficult information, making the conversation more humane and respectful. * Implication: In situations where emotions are high, such as delivering a diagnosis, healthcare providers should focus on their non-verbal cues to provide the necessary emotional support. #### Interpreting Patient Cues: * Healthcare providers can use the Mehrabian theory to better interpret patients' emotions and attitudes by paying attention to non-verbal cues. For example, a patient who says they are "fine" but avoids eye contact and has a slouched posture may actually be feeling anxious or depressed. * Implication: Understanding the weight of non-verbal communication helps healthcare providers respond more accurately to their patients' unspoken concerns. ### Nature of Non-Verbal Communication * **Rule-governed:** We develop rules or expectations for appropriate nonverbal behavior. * **Ambiguous:** It is difficult to interpret accurately. * **Continuous:** Flows from one situation to the next. * **Non-Linguistic:** Does not have vocabulary, grammar, etc. * **Multi-channeled:** Registers on our senses from a variety of sources simultaneously. ### Types of Non-Verbal Communication * **Facial expressions:** It make up most of our non-verbal communication. The face can express a wide range of emotions, such as happiness, sadness, anger, and surprise, often more powerfully than words. * **Body posture:** The way a person holds their body can say a lot about their intentions. The way you sit or stand can indicate your feelings, such as confidence, openness, or discomfort. * **Gestures:** It refers to the conscious or unconscious body movements during communication which can have an inner meaning. Hand and arm movements, like waving or pointing, help emphasize what you're saying or can convey messages on their own. * **Vocal intonations:** Vocal intonation communicates different emotions and intentions. How you say something-tone, pitch, and volume-can change the meaning of your words. For example, a friendly tone can make even a simple statement feel warm and inviting. * **Proxemics:** It refers to the physical closeness of a person. The amount of space a person prefers during a conversation also has a meaning to it. The physical distance you maintain with others can signal your comfort level, relationship status, or cultural norms. * **Silence:** One of the loudest forms of communication could come in the form of silence. Silence can disclose a thousand words although it isn't necessarily dependent on words. Sometimes, saying nothing at all can be a powerful form of communication, indicating thoughtfulness, agreement, or even tension. * **Signals and signs:** Every culture gives a home to a different set of signs and the cultural exclusivity of each sign is what segregates one culture from another. That may mean in one culture may not mean the same elsewhere. * **Oculesics:** It is the study of the communicative role of the eyes in non-verbal communication. This deals with four important aspects such as eye movements, gaze, eye contact and pupil dilation. People adopt different eye behaviors based on their moods, emotions and feelings. * **Chronemics:** It is the study of the use of time in the context of communication. This deals with how people respond to time and how that communicates certain messages about them. Time can say a lot about someone, their status, level of patience, lifestyle, punctuality and also their interactions. Time can be an important determinant in understanding the nature of a relationship. * **Paralanguage:** It refers to the associated parts of verbal communication such as tone, intonations, volume, pitch, manners of speaking etc. In many situations, words necessarily do not hold as much meaning as the tone in which it is said. * **Olfactics:** This refers to the study of smell and its role in non-verbal communication. This involves scent, body odor, the usage of perfume and things like that. Of all species, humans are the most scented and they try to hide their scent the most because it is considered unpleasant. Sometimes the smell of a person can reveal a person's status, power and profession etc. * **Haptics:** It refers to the use of touch during communication. Many studies reveal the essence of touch in human growth; it shows that children who experienced more physical contact with parents and guardians grew healthier and with fewer deficits compared to their no-contact counterparts. Haptics varies concerning different cultures, age, sex and other variables. Physical touch, like a handshake or a pat on the back, can communicate support, affection, or professionalism. ### Challenges in Non-Verbal Communication * **Cultural Differences:** * Non-verbal cues, such as gestures, eye contact, and personal space, can vary greatly across cultures. * What is considered respectful in one culture might be seen as offensive in another. For instance, maintaining eye contact is seen as a sign of attentiveness in Western cultures, but it can be considered disrespectful in some Asian cultures. * Misinterpretation of non-verbal signals due to cultural differences can lead to misunderstandings and miscommunication. * **Incongruence Between Verbal and Non-Verbal Messages:** * When a person's non-verbal cues (like tone of voice or facial expression) do not match their words, it can create confusion or mistrust. * For example, if a healthcare provider says "I'm here to help" with a disinterested tone or closed body language, the patient may not feel supported. * Incongruence can undermine the credibility of the speaker and lead to a breakdown in communication. * **Reading Non-Verbal Cues in High-Stress Situations:** * In stressful or emergency situations, both patients and healthcare providers may have difficulty accurately interpreting non-verbal cues. * Stress can alter body language, facial expressions, and tone of voice, making it harder to communicate effectively. * High-stress environments can distort non-verbal communication, leading to misinterpretation and potentially critical errors in patient care. * **Over-Reliance on Non-Verbal Communication:** * While non-verbal communication is powerful, relying too heavily on it can lead to issues, especially when clear verbal communication is needed. * For example, assuming a patient's needs based solely on their body language can result in incorrect care decisions. * Non-verbal cues should complement verbal communication, not replace it, to ensure accurate understanding. * **Interpreting Ambiguous Non-Verbal Signals:** * Non-verbal cues are often ambiguous and can be interpreted in multiple ways. A patient's silence might indicate agreement, confusion, or discomfort, depending on the context and other non-verbal cues. * Ambiguity in non-verbal communication can lead to incorrect assumptions and requires careful interpretation and clarification. ### Case Study Maria, a nursing student, is working in a multicultural hospital where she cares for patients from diverse backgrounds. One of her patients, Mr. Ahmed, is from a culture where direct eye contact is considered disrespectful, particularly with authority figures like doctors and nurses. During their interaction, Maria notices that Mr. Ahmed avoids eye contact and has a closed body posture, such as crossing his arms and legs. Maria is concerned that Mr. Ahmed's non-verbal cues might indicate discomfort or disagreement with the treatment plan she is discussing. However, when she asks him directly if he has any concerns, he quietly says, “No, everything is fine," but continues to avoid eye contact and maintains his closed posture. ### Formative Assessment The purpose of this formative assessment is to evaluate your ability to identify and address challenges in non-verbal communication in a multicultural healthcare setting. **Assessment Tasks:** * **Identify the Challenges:** * List and briefly describe the non-verbal communication challenges Maria encounters in the scenario. Consider factors such as cultural differences, incongruence between verbal and non-verbal communication, and ambiguity in non-verbal cues. * **Propose Solutions:** * For each challenge identified, suggest a practical solution that Maria could use to improve her communication with Mr. Ahmed. Ensure that your solutions are culturally sensitive and focused on enhancing the nurse-patient relationship. * **Application of Communication Strategies:** * Discuss how Maria can apply effective communication strategies to ensure that Mr. Ahmed feels comfortable and understood. This may include specific techniques, such as asking open-ended questions, using culturally appropriate body language, and clarifying any ambiguous non-verbal signals. ### References * Servellen GV. Communication Skills for the Health Care Professional: Context, Evidence. Edition, 2018. United States: Jones & Bartlett Learning. ISBN-13: 978-128-4141-429. * Grimm, Thersa Raphael. The art of Communication in Nursing and Health Care: An Interdisciplinary Approach. 1st Edition, 2015: McGraw Hill, Boston. ISBN-13: 978-082- 6110-558.