Do you have to talk to communicate?

PHOTO | SARASOTA MAGAZINE

By Sheila Murithi

When we communicate, we can say a lot without speaking. Our body posture, tone of voice, and facial expressions all convey a message.

These non-verbal cues can tell other people how you feel and think about them. Whenever our thoughts and feelings do not fit with our speech, it is often the non-verbal communication that gets ‘heard’ and believed.

For example, when a patient stops a staff to ask for assistance and immediately the staff frowns and looks bothered, even if the staff explains the directions to the patient, the patient will still feel like they were a bother to the individual.

Some may argue that either way the patient got the help they needed but what we forget is how you make someone feel that sticks with them for a long time and they immediately form opinions about you and the institution.

Non-verbal messages can be more powerful than verbal communication as human bodies can subconsciously relay messages that they are verbally not passing on.

Imagine visiting a new city where English is not their bread and butter, such as Paris, at the airport, you get a taxi and need to tell the driver which hotel you are staying in.

You cannot avoid using signs to show the driver where you need to go. Non-verbal language is understood by all; even the deaf and the blind as well because the blind will hear the tone in your voice and know just how you feel and react towards them and the deaf will see your body language and facial expressions.

Proper communication often requires a mix of verbal and nonverbal signals to convey meaning. Consider the difference between these forms of communication and how to use them:

Delivery

Verbal communication can transpire over other mediums such as emails, phones, letters, and memos besides face-toface conversation but non-verbal communication happens only when

Employees at a meeting communicating non verbally two or more parties can see each other; making it more personal.

Intentionality

Verbal communication tends to be more intentional as it is the words a person chooses to speak whereas many elements of nonverbal communication can be unintentional and impact reception. Non-verbal communication can be unconscious or beyond the control of the individual. For example, a person who sweats or fidgets while talking may convey nervousness.

Grammar

Verbal speech has patterns and rules to adhere to for a sentence or words to make sense to the recipient while non-verbal communication is fluid and quickly understood.

Authenticity

Non-verbal cues like body movements, mannerisms, or psychological responses like blinking, fidgeting, or heavy breathing can influence communication, altering the authenticity of your spoken words or causing them to take a different meaning.

Emotions

Facial expressions and tone will often express feelings more clearly than using words. For instance, if you smile and have an upbeat tone your voice will convey joy and you will be more approachable and preferred by patients because you are like a ray of sunshine on their cloudy days.

Engagement

Nonverbal signals are a great way to communicate attentiveness and engagement to those around you. It is not enough to verbally tell someone you are interested in what they are saying, controlling your posture and eye contact will demonstrate to others that you are interested as opposed to looking around or at your phone can express disinterest even if that is not the case.

When verbal and non-verbal communication is used together and in sync; body language and clear thoughts that come out just as clear, will deliver what we intend to communicate and act as a catalyst towards achieving patient satisfaction.

Nonverbal signals are a great way to communicate attentiveness and engagement to those around you. ,”