Effective Communication: Verbal and Nonverbal Strategies

Posted on Dec 18, 2024 in Physical Education

Theme 1: Communication

1.1. What is Communication?

Communication is a process whereby an individual (sender) sends a message to another person (receiver) using a code known to both through a channel, which is the vehicle of the message.

1.2. The Communication Process

Process:

  • Stage 1: Preparation and coding: The message is properly designed by the sender using signs, whether linguistic, visual, tactile, or olfactory.
  • Stage 2: Transmission: The message is sent encrypted to the receiver via the selected channel.
  • Stage 3: Reception and decoding: The receiver receives the message and decodes it.
  • Stage 4: Feedback: The receiver, upon receiving the stimulus of the message, answers and automatically becomes the sender of a new message.

We are communicating only if all four stages are completed, and this happens when the receiver answers. Otherwise, there is only information. Information is one-way; communication is two-way, a round trip.

1.3. The Sender

The sender prepares the message and is the source of information. They create the message and initiate the communication process. The transmitters are the channels through which the message circulates.

1.4. Channels

Channels are the means through which the message is issued. In the oral-auditory channel, hearing is used. In the graphic-visual channel, the sense of sight is used. Two other important channels are the tactile and olfactory channels.

The main function is to transmit an information message or an idea; hence, it must be done properly, with clarity, simplicity, and efficiency. Messages can be verbal, nonverbal, or mixed:

  • Verbal message: We use speech.
  • Nonverbal message: The individual uses a variety of media to send messages to others, such as gestures.
  • Mixed message: We use both verbal and nonverbal elements. When we talk and gesticulate simultaneously, we are sending a mixed message: speech to issue the message and gestures to reinforce it.

Thus, a sender raises the following questions: What do I mean? How do I transmit it? How will the other person interpret it? Is the thread of the presentation adequate?

Codes

Codes are a set of systematically arranged rules that serve to convey the message in a way that is understandable to both the sender and the receiver.

Receivers

The receiver is the person to whom the message is addressed. They decode, understand, and interpret the message. By listening with interest and attention, the receiver achieves three basic communication goals:

  1. Interpret the verbal and nonverbal messages received to respond and confirm that the message was properly understood.
  2. Better understand the needs, feelings, and emotions of their partners on the topic of conversation.
  3. Participate in the conversation in a balanced way, respecting turns.

Decoder

A decoder is a device or logical process that converts an input code into a language understandable to the recipient.

Informal Communication

Informal communication is the colloquial use of language in our daily relationships with friends and family. The language is not rigorous but relaxed and spontaneous. In a personal relationship, it is established between equals. In a social or collective relationship, it is established between several people.

Formal Communication

Formal communication uses more careful language, and the words are determined by the medium of communication. There are two kinds of business communication: internal and external.

Internal Communication

Internal communication occurs within the company. If it occurs between two members, it is individual, and if it occurs within a group, it is collective. According to hierarchy, communication can be:

  • Ascending: From a lower to a higher hierarchy, such as from a worker to a department head.
  • Descending: From a superior to an inferior, for example, from a boss to a subordinate.
  • Horizontal: If the partners belong to the same job category, for example, between two directors or two departments.

Given the language used, communication can be oral or written.

External Communication

External communication takes place between the company and the outside world. It is used to communicate with actual or potential customers and suppliers.

1.7. Errors in Communication

Errors in the communication process occur when, for some reason, the proper relationship between the sender and receiver is not established. The information does not arrive completely, or the receiver cannot decode it.

Factors Attributable to the Sender

  • The sender cannot express what they truly want to communicate, and what they say is not understood.
  • The sender does not know the language of the receiver.
  • Physical or mental impairment of the sender.
  • The sender does not consider the receiver’s level of knowledge.
  • The sender does not know whom to contact.

Factors Attributable to the Receiver

  • The receiver is distracted.
  • The receiver misinterprets the message.
  • The cultural level of the receiver is different from that of the sender.

External Factors

  • Noise occurring in the environment.
  • Interference, power failures, or telephone line issues.

Theme 2: Nonverbal Communication

2.1. Introduction to Nonverbal Communication

We say that nonverbal communication manifests itself in expressions, gestures, postures, movements, and personal self-image. Nonverbal language has two functions:

  1. Replacing the word.
  2. Reinforcing what we are saying.

Sometimes there are contradictions between what is said with words and what is expressed with gestures. We talk with our mouths but also with our bodies. If we interpret what is being said through both languages, our ability to understand each other will grow. In a complete presentation, both body and speech are used. We use nonverbal language 93% of the time, and only 7% is dedicated to speech.

2.2. Characteristics of Nonverbal Communication

To understand nonverbal conversations, we need to know a number of characteristics:

  • Nonverbal communications are very difficult to hide: we can stop talking but not behaving.
  • Involuntarily, a person is constantly sending messages through their face and body; hence, the nonverbal message is continuous.
  • Ambiguity is one of the characteristics of the nonverbal message. For example, a person can remain silent because they do not know what to say or because they know many things.
  • Nonverbal messages are multifrequency, meaning they occur simultaneously.
  • Nonverbal messages vary depending on the culture of the sender.

Nonverbal Expressive Elements

Nonverbal expressive elements are those that do not involve words at all; hence, communication must be established in person to perceive them. They are:

  • Facial Expression: The combination of gestures of the forehead, eyes, eyelids, nose, mouth, and chin.
  • Gaze and Eye Movements: With a single glance, we can say many things. The look is indicative when the eyes go directly to another person or the public during a conference.
  • Smile: This feature is part of facial expression, has a strong positive impact, and hardly goes unnoticed by the receiver.
  • Body Posture: Refers to the position of the body and limbs.
  • Orientation: The angle of vision between the sender and the receiver.
  • Distance or Physical Contact: Refers to the distance between the partners.
  • Gestures: In particular, those made with the hands as we speak.
  • Personal Appearance: The appearance of a person, hairstyle, clothing, toiletries, ornaments, etc.
  • Automanipulations: Sometimes, as we speak, we unconsciously touch some body parts.
  • Twitching Hands or Legs.
  • Paralanguage: Everything that accompanies or complements language. The main elements of paralanguage are tone of voice, silence, speed, timbre, and volume.

Nonverbal Messages

Main feature: Ambiguity. The body does not lie, so body messages are difficult to conceal and easy to decipher with a little observation. Feigned representation is easily discovered because something does not fit, there is no timing, movements are exaggerated, etc.

2.3. Body Language and Personal Image

Body language includes the movements, postures, and orientation that our body performs or adopts to communicate with others.

Trunk

In the trunk, two movements have a very specific message with significant value, especially in a commercial relationship: approach and retreat. The approach of the body toward the interlocutor is interpreted as attention and interest in communication. On the contrary, a retreat means indifference, disagreement, or rejection. In this case, the salesperson must conduct the interview cautiously or end it as correctly as possible, leaving the door open for another time.

Legs

Sitting usually means the person is resting, but in a shop or interview, a customer sitting with crossed legs may mean they will not place an order. This is a detail that every salesperson must consider.

Arms

Another position adopted during a conversation is sitting back. Crossed arms mean annoyance, dissatisfaction, disappointment, alienation, and lack of attention.

Orientation

The orientation of one person to another can facilitate or hinder communication. If the partners are face-to-face, communication is easier. If they are placed laterally, it is worse.

Personal Image

When we talk about image, we mean the appearance of an individual, which can be varied at will.

2.4. Proper Application of Gestures and Facial Expressions

What psychic phenomena can we communicate with facial expressions? Basically, emotions and feelings.

The Look

With our eyes, we express a wide variety of messages. If you talk to someone looking into their eyes, we understand and know them better. Looking into the eyes can mean affection, security, trust, etc.

The Smile

We send a message of welcome or farewell to another person. We create a cordial atmosphere. It is a highly valued behavior that transmits kindness and affability to the person it is addressed to. Also, with a sarcastic smile, we can hurt a person. A good salesperson should always avoid this.

Gestures

Excessive gesturing distracts the listener; hence, we should control our gestures. Hand gestures are used to:

  • Indicate or point out things or people.
  • Emphasize or substantiate a statement or draw attention.
  • Show or describe objects.
  • Reassure.
  • Threaten or impress.
  • Pray or express our helplessness.

The Handshake

In trade, handshakes should be firm and confident, expressing affection and self-confidence.

2.5. Techniques to Improve and Verify Nonverbal Communication

To conclude, we observe that imitating the gestures of others and maintaining eye contact are the keys to a good interpretation of nonverbal communication.