Non-verbal Communication Flashcards
What is included in non verbal communication
Eye contact
Facial expressions
Gestures
Positioning
Positive body language
Sense of humour
What is eye contact
When you look at each others eyes at the same time, helps to show emotions
What is positive eye contact
Shows you are interested and engaged
Shows listener they are the focus of the communication
Is reassuring
What is negative eye contact
Looking away or down - can indicate you are nervous or shy
Staring- avoid starting at them can be seen as aggressive and make them uncomfortable
Cultural differences with eye contact
East Asia/ Japan/ Middle East - eye contact could be disrespectful
America/ Latin America - avoiding eye contact seems suspicious
What are facial expressions
Movements made by the face
Aspects of facial expressions
Raising eyebrows
Frowning
Moving mouth
What do facial expressions do
Show people how you feel
What are gestures
Movements made by the body, hands and arms etc to communicate
Hand gestures can be:
Waving (hello/bye)
Drumming fingers (impatient)
Thumbs up (good)
Thumbs down (bad)
Pointing (can be helpful or threatening, used to show something or telling someone to stop)
Head gestures can be:
Nodding (agreement, friendly)
Shaking head (aggression, disagreement)
Shoulder gestures can be:
Shrugging (lack of understanding, not caring)
What is positioning
Being at the same level as someone else
Why should you be at the same level as someone else?
Creates a sense of equality and fairness
Leads to trust
Makes them feel comfortable
If you aren’t they may feel intimidated, awkward or self conscious
Positioning includes:
Accessible space to service user
Room needs to be appropriate for occasion
Seated position
Seating arrangements
Whether the room is small for a confidential discussion
No noise or disruption
Free from clutter
Positioning personal space, why should you not be:
Too close:
Too far:
Too close: uncomfortable, threatening and intimidating
Too far: uninterested, not important and rude
Positive body language is:
How your body is positioned eg not crossing your arms or legs
Different kinds of body language
Contact
Facial expressions
Eye movements
The way someone talks
Sounds
Hand movements
Head movements
Posture
The Way someone talks
Factors of open body language
Keeping hands at the side of your body
Keeping a friendly,upright, open posture
Maintaining eye contact
Smiling If appropriate
Leaning forward to show interest
Factors of closed body language
Folding arms
Clenching fists
Covering body with arms
Hands in pockets
What is a sense of humour
Ability to see funny sides to things
You can use humour to:
Lighten the mood
Remove tension
Make people feel more relaxed
Create a happy and relaxed environment
Help to develop positive relationships
Don’t use humour to:
Deliver bad news
Embarrass people
Be cruel
