Non verbal communication

• Examples of non-verbal communication

  Adapting type/method of communicating to meet the needs of the

  service user or the situation

  • Eye contact
  • Facial expressions
  • Gestures
  • Positioning
  • Positive body language, no crossed arms/legs
  • Sense of humour
• Research suggests shared communication is

  7% - the words (verbal)

  38% - how you say it (vocal inflections)

  55% - what you look like (body language)
• 93% of all daily communication is non-verbal. The amount of non-verbal communication used depends on the situation and the people involved.
• Eye contact

  Definition:

  a form of body language which is important during communication and

  involves looking at someone when they are speaking.

  How can it be used to support individuals?

  When you keep eye contact with the person you are talking to it indicates that you are focused and paying attention. It means that you are actually listening to what the person has to say.

  Examples:

  • not making direct eye contact with a service user who discloses something difficult that has happened to them can reduce the individual’s anxiety
• Facial expressions

  Definition:

  how we use our faces to communicate. The human face is extremely expressive, able to convey countless emotions without saying a word. And unlike some forms of nonverbal communication, facial

  expressions are universal.

  How can they be used to support individuals?

  Can help make a person feel more comfortable and relaxed.

  Examples:

  • Smiling (happiness) when a service user shares some good news with their care worker.
  • Open mouth (shock) when a service user hears some bad news.
  • Clenched teeth (anger) when a service user is treated unfairly.
• Gestures

  Definition:

  how we use parts of our bodies through movement or positioning to communicate

  How can they be used to support individuals?

  Can reinforce what is being communicated and be used as a visual aid to help understanding

  Examples:

  • Waving hello or goodbye to a service user
  • Thumbs up to signal everything is ok
• Positioning/proximity

  Definition:

  how somebody positions themselves and their body when communicating. Including - space, height and personal space.

  How can they be used to support individuals?

  Can make an individual feel more comfortable

  Examples:

  • Space – not getting too close to a service user who is feeling angry can be interpreted as you respecting how they are feeling.
• Positive body language

  Definition: how we use our bodies through movement or positioning to communicate.

  How can they be used to support individuals?

  Good, straight Posture indicates leadership and confidence. It tells the audience that you are in control.

  Examples:

  • Leaning towards a service user when speaking with them can convey that you are listening carefully and are genuinely interested in what the service user is saying.
  • Not crossing your arms/legs during a discussion with a service user could be interpreted as you being approachable and non-judgemental about what is being said/shared.
• Sense of humour

  Definition:

  a person's ability to perceive humour or appreciate a joke.

  How can it be used to support individuals?

  Trying to make individual’s laugh/ smile can help make them feel more relaxed or laughing if a patient makes a joke can help increase their self esteem.

  Examples:

  • Showing a sense of humour when an activity in the community centre does not go to plan can diffuse the situation.
  • Sharing your sense of humour when playing a game with service users for the first time can make them more likely to participate
• When communicating think SOLER

  S: Sit SQUARELY on to the client, preferably at a 5 o'clock position to avoid the possibility of staring.

  O: Maintain an OPEN posture at all times, not crossing your arms or legs which can appear defensive.

  L: LEAN slightly in towards the client.

  E: Maintain EYE CONTACT with the client without staring.

  R: RELAX.