How can verbal and nonverbal communication affect relationships in the workplace

Earlier this month, we shared tips for active listening in the workplace to help improve communication skills. In this article, Zoe Spalding, Resourcer at Odgers Interim, highlights the importance of non-verbal communication skills and how they can impact workplace relationships.

What is non-verbal communication and why is it important?

Non-verbal communication can influence conversations, impacting how messages are received and interpreted, and include tone of voice, body language/posture, eye-contact, facial expressions, and hand gestures. These can be influential both in face-to-face conversations and for those conducted virtually - it is still important to display positive and engaged non-verbal cues in the virtual setting.

Body Language – both in person and virtually

Body language includes our posture, hand and whole-body movements or gestures. Whilst some hand or body gestures/movement can display engagement in or demonstrate enthusiasm for elements of the conversation, too much can be distracting. Try to keep these to a minimum where appropriate.

Posture is an influential non-verbal cue. It can reflect emotions, intentions, engagement, and attitude. During video and face-to-face conversations/meetings think about what your body posture is portraying. Crossed arms, looking off to the distance or sitting at an angle away from the speaker may create an image of boredom or disengagement. Whilst many are struggling with “office space” whilst working remotely, think about your background – “relaxing” on the sofa may not look professional. It is still important to appear “in the room” even when conversing remotely.

Avoiding distractions, such as checking emails/phone notifications, can help with remaining focused and engaged in the conversations. If you are taking notes during a virtual meeting, either on your computer or by hand, it may be a good idea to inform the other attendees so that they are aware of this.

Whether a conversation or meeting is happening in person or virtually, try to avoid fidgeting.

Tone of Voice

Tone and pitch of voice as well as speed and volume of speech can influence how a message is delivered and received. Raising the tone at the end of sentences can indicate a question. Think about how the conversation may be portrayed by others.

Nervousness can be detected in speech, with speech often being delivered faster. Trying some breathing exercises can help with nervousness – see our previous article with tips on how to practice these.

Eye Contact and Facial Expressions

Eye contact is another important non-verbal cue. Maintaining eye contact can show engagement and interest in the conversation, whereas avoiding eye contact could indicate disengagement, disinterest or dishonesty – though avoiding staring is equally as important. It can also be used to let other members of the conversation, presentation or meeting know when to speak.

Maintain eye-contact in a virtual setting can be challenging, therefore it is useful to maintain eye contact with your camera when speaking and to avoid looking at the other pictures on the screen. When listening to another presenter on a zoom call or teams meeting, it could be useful to focus on the speakers feed as the digital equivalent to maintaining eye contact.

Facial expressions can also indicate unsaid feelings or thoughts about a conversation. These could be in the form of wincing, eye rolling or head shaking, or narrowed eyes/furrowed brows during deep concentration. Facial expressions can at times be innate reactions to conversations or concentration. Trying to remain neutral, especially during times of listening, or engaging in head nodding or smiles can present positive facial engagement.

Is there anything we have missed? Let us know in the comments. If you would like to have an informal conversation or find out more about our services, please get in touch with Zoe Spalding.

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Most of us remember cringing as children when our mothers gave us that look -- the look that meant we were in deep trouble. She didn't have to say a word. And even if she did say a word -- even if it was kind -- you could probably still tell you were in trouble because the brain processes both verbal and nonverbal communication at the same time and notices when someone's words don't match their body language. A wealth of emotions can be conveyed with a look, a sigh, a smile or a tilt of the head. Nonverbal communication is not just something we do to show how we are feeling, but we also depend on our interpretations of it when we interact with each other.

Creates Conflict

Nonverbal communication includes body language, tone of voice and facial expressions, all of which can be misinterpreted. When nonverbal cues are misinterpreted, it can create conflict in a relationship. For example, if you share a deep secret with your best friend, and she frowns at you, you might interpret that as disapproval -- even though she may have been frowning in concentration. If you cross your arms while talking to your boss, you might just be cold -- but your boss might see that as a sign that you disagree with him. If you speak to your lover in a sarcastic tone, he might become defensive -- even if the actual words spoken were not accusatory.

Causes Discomfort

Nonverbal communication can also cause you to feel uncomfortable around another person, even if the communication is not misinterpreted. For example, if your friend stands very close to you to hear you talk, you might feel as if he is invading your personal space. If your partner's tone of voice seems sarcastic, but his words aren't, you still might feel like he is making fun of you. The important thing to remember is that most of the time, it isn't intentional. Much of our nonverbal communication is unconscious. In some cases, we don't meant to do it, but we can't really communicate effectively without it.

Increases Closeness

Nonverbal communication can be incredibly reassuring. A warm smile thrown your way when you are trying to apologize for something, a light touch on your arm when you are sharing something difficult, a soft tone of voice or even a step toward you are all ways that nonverbal communication can increase closeness between two people in a relationship. This type of nonverbal communication complements the message the speaker is trying to convey.

Enhances Understanding

When nonverbal communication is used to accent a message, it can enhance understanding. If you are in a negotiation with a coworker, and you see him nodding, this is a clue that you are probably on the right track. If your boss is telling you about something he feels strongly about, and he pounds the desk for emphasis, this is an indication that you should take what he's talking about seriously. If your significant other tells you he is fine with you going away for the weekend, but his voice is shaky and he is frowning, you might want to probe a bit further because these things tell you that there is something else going on with his feelings about your trip. In most cases, nonverbal communication is not something that is easy to fake, according to HelpGuide.org, so it's important to pay attention to what the body, tone of voice and facial expressions are telling you.

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