Verbal and Non-verbal Behaviour - Use of Human Behaviour as Communication Tool Flashcards
Explain Verbal Behaviour
This refers to the voice and the words/phrases/statements used during the communication process.
The chosen words/phrases/statements used during the communication process are to ensure that the message is communicated effectively to the listener.
The voice is a channel by which the speaker implies his/her attitude in the message as he/she wants a certain reaction from the listener. It can also express non-verbal paralinguistic messages such as intonation, tone of voice, vocally produced noises or pauses. It has been proven that limbic part of the brain fires up even as the cortex area fires up when discussing emotional
topics. For example, a client might raise his/her voice and used abusive language on a social service professional to intimidate him/her to give in
his/her demands.
Examples of words/phrases/statements often used by clients are: please help me, you don’t understand, you looked down on me, expletives and vulgarities.
Other examples of tone of voice are: aggressive, critical, nervous, disappointed, monotonous, friendly, enthusiastic, vivid and persuasive
Explain Non-verbal Behaviour
This refers to the body language, personal space and the use of silence during the communication process. This is often much more accurate, and more
powerful, than anything a client says.
Body language can only be communicated if the listener is visible to the speaker.
The first interaction a social service professional has with a client will reveal if that client is securely or insecurely attached by observing his/her behaviour. For example, those with insecure-avoidant attachment patterns may be shy and/or find it hard to look at the social service professional. Therefore it is more important to tune in to the client’s emotional state than responding to his/her overt behaviour.
Silence can be misused as a way to express anger, ignorance and avoidance. However, it can be a very effective communication tool if it is used at the right
time. For example, a social service professional can use silence to listen more to the non-verbal cues given by the client and to think through what the client
has just told him/her before responding.
Personal space is the mutual distances people choose during interactions. It can be used a signal to begin and end a conversation. It also signals the comfortable level of the client when talking to the social service staff.
Understanding personal space and distance is crucial in giving off the right signals to the client. If the staff stands too close, the client may perceive that he/she is “too pushy” and he/she may become defensive. If the social service professional stands or sits too far away, the client may perceive that he/she is not caring and he/she may become aggressive to get the attention of the social service professional.
