Nonverbal Communication

Communicating with the Client

Communication Components  Sender  Message  Receiver  Feedback

Verbal Communication  Word

Choice  Organization  Timing  Paraphrasing  Direct Questions  Open-Ended Questions  Indirect Statements  Clarifying  Focusing

Barriers to Communication  Sensory

impairments  Changing the subject  Giving your opinion  Excessive talking  Failing to listen  Giving “pat” answers  Defense mechanisms

The Angry Client  Remain

calm.  Allow the client to vent.  Show empathy.  Identify needs and wants.  Seek a solution or alternatives.  Follow through on commitment.

Communication 93% NONVERBAL  7%

Verbal—Words used  38% Vocal—Tone, rate, and volume used  55% Visual—Sender’s appearance when saying it

Nonverbal message reveals… 

The degree of liking or disliking felt.

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The degree of dominance or submissiveness felt.

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The degree of responsiveness— positive, negative, or mixed—felt towards others.

Appearance Skin

Color Gender Age Clothing Hygiene

Facial Expressions  Smile  Frown  Raised

eyebrow

 Squint  Stare

without smiling  Open mouth  Clenched teeth  Pout or grimace

Eye Contact Duration Direction Quality

Gestures  Handshake  Raised

hand  Clenched fist  Hand with palm down  Hand with palm up  Hand with palm out  Finger pointing  Wave or salute

Space Status Culture Age

& Gender Subject Matter Regard

Touch Positive Playful Control Ritual Task-related

Posture & Movement Shoulders Spine Head Hips Feet

Sound  Volume  Pitch  Tone  Rate  Quality  Nonverbal

Utterances

Silence Allows

Thinking Space Adds Emphasis Encourages Response Provides a Buffer Averts Trouble