Page 59 - Part-A

Information, Advice or Guidance

Non-verbal communication allows people to:

• Reinforce or modify what is said in words. For example, people may nod
their heads when saying “Yes” to emphasise that they agree with the other
person, but a shrug of the shoulders and a sad expression when saying,
“I’m fine thanks,” may imply that things are not really fine.
• Define or reinforce the relationship between people.

• Provide feedback to the other person.
• Regulate the flow of communication, for example, by signalling to others
that they have finished speaking or wish to say something.

Non-verbal communication can be broken down into the following key areas:

Eye Contact

Establish eye contact when speaking to others. When you make direct eye contact, it
shows the client that you’re interested in what they are saying. For example, where you
are helping clients in a busy environment, it helps the client know you are listening to
them without becoming distracted with the environment around you.

Facial Expressions

Your facial expressions convey your emotions. Facial expressions are typically
universal, which means they convey the same message globally. A frowning person is
usually upset. Offer a smile when talking to someone. This tells people that you are
happy or in a good mood. It also creates an atmosphere with warmth and friendliness,
allowing others to feel comfortable.

Posture

Look at your posture. Slouching shows that you are not interested in what a person
is saying. Your body movement is also important. For example, swinging your leg
back and forth while sitting in a meeting tells others you are impatient, bored and
uninterested. Sit up straight and face others when talking.

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