2 Non-verbal communication
In a Functional Skills English Level 2 discussion, you gain marks for using appropriate non-verbal communication.
Non-verbal communication is all about the subtle cues between people that give an idea of how they are feeling. Non-verbal communication can include body language, tone of voice, facial expressions and hand gestures.
When you speak, much of the message that you convey comes through your tone of voice and body language rather than the words you use. This means that whether you are trying to persuade your friends to watch the movie you like, presenting information at a staff meeting or answering questions at a job interview, it is important that you always use positive body language.
Activity 6 Non-verbal body language
Watch the short video below. Make a note of all the non-verbal signals that are demonstrated.
Transcript
Discussion
The video features both positive and negative non-verbal signals.
Leaning in shows that you are actively listening.
Leaning back can suggest that you are not interested in the discussion or even feel hostile about it.
Folding your arms gives a signal that you are not interested in what’s going on.
Relaxing your arms, so that they hang comfortably at your sides, or resting your hands in your lap, shows that you are open to what others are saying.
Talking with your hands and emphasising words with gestures can make you appear more credible and assured.
Making eye contact lets others know you are interested in the conversation.
Nodding and smiling are ways of showing empathy and letting others know you understand what they are saying. Laughing is another way of doing this – when appropriate.
Activity 7 Positive body language
Decide whether each of the pictures below shows generally positive or negative body language or elements of both.
a.
Positive
b.
Negative
c.
Both
The correct answer is a.
Discussion
All three people in this picture are making eye contact and look engaged in the conversation. They are turned towards each other and are smiling, and their arms are open rather than folded. They are displaying positive body language.
a.
Positive
b.
Negative
c.
Both
The correct answer is a.
Discussion
The woman in this picture looks relaxed and quite happy! Or she could be having a short break from her work. She’s smiling, leaning back slightly and has her hands behind her head. In some circumstances – for example, if she was talking to a patient or was in an interview – her body language would be a bit too informal and would not be appropriate.
a.
Positive
b.
Negative
c.
Both
The correct answer is a.
Discussion
Both people here look interested in the discussion. They are leaning in slightly and are focused on whatever is on the sheet of paper. The woman is pointing something out with her pen and smiling. The body language is positive.
a.
Positive
b.
Negative
c.
Both
The correct answer is c.
Discussion
The two doctors with their arms folded are displaying negative body language: it seems as if they are a bit bored, or don’t like or agree with what is being said. The man with the X-ray has a neutral expression and more open body language.
a.
Positive
b.
Negative
c.
Both
The correct answer is a.
Discussion
The teacher is turned towards the children and is smiling. The children are also smiling and making eye contact with him. Everyone’s body language is open; no one has their arms folded or are turned away. The children look interested in what the teacher is saying. The body language is positive.
a.
Positive
b.
Negative
c.
Both
The correct answer is a.
Discussion
All four people in this picture – the healthcare professionals and the patient and his partner – look happy to be making contact and shaking hands. Everyone is smiling, making eye contact and talking, and they show positive body language.
a.
Positive
b.
Negative
c.
Both
The correct answer is c.
Discussion
The man on the left looks frustrated and upset. He is grimacing, his eyes are closed and he looks as if he wants to tear his hair out. His body language expresses very negative feelings.
The woman on the right, however, looks concerned but calm. Her facial expression is open. She is leaning towards him and reaching out to comfort him. Her body language is positive.