Nonverbal vs. Verbal Communication

• Nonverbal communication involves a complete mix of behaviors, psychological responses and environmental interactions through which we consciously or unconsciously relate to another person.

• Approximately 55% to 95% of all communication can be attributed to nonverbal sources.

• Nonverbal communications are unique for three reasons:

1. They mirror inner thoughts and feelings,

2. Difficult to fake during an interaction,

3. You must be consistent with your verbal communication, or people will become suspicious of your intended meaning of the message.

• A lack of similarity between your verbal and nonverbal messages can confuse others.

• In nonverbal communication, we perceive and interpret a given nonverbal message or “cue” in a personal matter.

• Nonverbal cues can and often do have multiple interpretations.

• For example- a nod of the head may mean understanding to you but could mean something completely different from someone else.

• Within a given society, groups of nonverbal cues can result in interpretations that are universally agreed upon.

Elements of Nonverbal Communication

• Important nonverbal elements

  • Kinesics: (body)

  • Proxemics :(personal space)

  • Physical environment

  • Distractions

Kinesics

• How you use your arms, legs, hands, head, face, and torso can impact the messages you
  send.

• People from different societies use different body movements to communicate certain messages.

• Healthcare professionals have to generate a feeling of empathy and commitment to helping others so your kinesics need to complement this.

  • An open stance can nonverbally communicate sincerity, respect and empathy for another person.

  • Closed posture can shorten or halt interactions. (Closed posture- arms folded in front of the chest, legs crossed at knees, heading facing downward or eyes looking away from the patient.)

Proxemics

• The structure and use of space

• Distance between two people plays an important role in nonverbal communication.

• In many cultures, people reserve their personal space within 18 inches of their bodies.

  • When someone stands too close to someone when communicating it can cause the other person to become anxious.

• You need to consider distance when speaking with patients/customer.

Environmental Nonverbal Factors

• Colours, lighting and use of space can be environmental nonverbal factors.

• The general appearance of the pharmacy can convey nonverbal messages to a patient. If the pharmacy is cluttered, disorganized, and dirty, it can convey a negative nonverbal message.

• Your appearance can be an environmental nonverbal factor. Your appearance and coworkers’ appearance can enhance or distract from a sense of professionalism in the pharmacy. You want to demonstrate a professional appearance at all times in the pharmacy.

• The prescription counter in a community pharmacy can be an environmental nonverbal factor. Is the counter so high it discourages communication from patients.

Distracting Nonverbal Communication

• The most distracting nonverbal is the lack of eye contact.

  • Can come across to patients that you are not confident, or you don’t care about what you are saying.

  • Prevents you from accessing whether the patient is understanding.

  • Good eye contact is essential for effective listening.

• However, you don’t want to stare too long at a patient because that can also make them feel uncomfortable.

• Facial expression is another distracting nonverbal.

  • Are you aware of your facial expressions?

  • An inadvertent facial expression may send a message you didn’t mean to transmit.

• Body position can also be distracting. Again, a closed stance can make it seem that you don’t have time to talk to a patient.

Detecting Nonverbal Cues in Others

• Accessing the nonverbal cues of others can be difficult because we tend to interpret nonverbal cues based on our own personal background and experiences.

• The meaning of the nonverbal message that we receive may or may not be the intended meaning of the sender.

• Need to stop misinterpreting nonverbal cues by stopping to make false accusations or jumping to conclusions based on inaccurate interpretations of nonverbal cues.

The Importance of Nonverbal Communication in Healthcare Encounters

• Emotion can be conveyed through nonverbal channels.

• Research has shown that openness of emotional expressiveness on the part of the health care professional, including nonverbal interest in the patient, is associated with great patient satisfaction.

• Sensitivity to nonverbal cues of patients has led to enhanced patient provider relationships.

Overcoming Distracting Nonverbal Factors

• Self-awareness

• Being constantly aware of your nonverbal behavior.

  • Once you discover what you need to change then, the difficult part is
    finding a way to overcome the distracting nonverbal elements.

• For example

  • Do you always cross your arms when speaking with patients,

  • Do you have a soft voice, and people can’t hear you?

  • The key is to recognize the distracting nonverbal elements and then try to overcome them.