1-13. VERBAL AND NONVERBAL METHODS OF COMMUNICATION
a. Verbal Communication. Verbal communication refers to the use of the
spoken word to acknowledge, amplify, confirm, contrast, or contradict other verbal and
b. Nonverbal Communication. Nonverbal communication refers to an
exchange of information without the exchange of spoken words (facial expressions,
body language, etc.).
c. Essential Relationship. Verbal communication is always accompanied by
nonverbal expression. Even no expression tells the other person something.
1-14. METHODS OF NONVERBAL COMMUNICATION
a. Rapport. The harmonious feeling experienced by two people who hold one
another in mutual respect, acceptance, and understanding.
(1) Empathy is that degree of understanding, which allows one person to
experience how, another feels in a particular situation.
(2) Empathy is neither sympathy (feeling sorry for another person) nor
compassion (that quality of love or tenderness that causes one person to suffer along
c. Body Language. Remember that actions speak louder than words. A
person will generally pay more attention to what you do than what you say. Think about
the following nonverbal messages and what they might reveal.
Facial expressions (smile, frown, blank look, grimace).
Gestures/mannerisms (fidgeting, toe tapping, clenched fists).
Eye behaviors (avoiding eye contact, staring, wide eyes).
Use (and avoidance) of touch or physical contact.
Posture (erect, slouching, leaning toward/away from someone).
d. Silence. Silence can be an extremely effective communication tool. It can be
used to express a wide range of feelings.