PART II: Nonverbal Skills

In the early 1970s, Albert Mehrabian published two seminal works on nonverbal communication: Silent Messages (1971) and Nonverbal Communication (1972). Although most people assume that words are the most important element of communication, Mehrabian’s research suggested that there are three essential elements to in-person communication: spoken words, tone of voice, and nonverbal behaviour.

Focusing research on inconsistent communication between verbal and nonverbal indicators, through experiment, Mehrabian discovered what has become known as the 7-38-55% communication rule. Research participants using the simple three-point scale of liking, neutral, or disliking, allowed Mehrabian and his colleagues to ascertain that only 7% of communication is conveyed by words, while 38% is determined by tone of voice (paralinguistics such as intonation, pitch, speed, volume, and emphasis), and the largest percentage of communication is determined by body language (facial expression, gesture, etc.). Nonverbal expression is perceived as the truest indicator of trust in communication. (For further details of these experiments, see Albert Mehrabian: nonverbal communication thinker | The British Library (bl.uk) (n.d.).

Although Mehrabian himself recognized the limitations of his research and findings, especially regarding the relationship between the speaker and audience, the 7-38-55% communication rule has been widely and often inappropriately used. Advances in communication technology in the intervening decades mean that a high percentage of our day-to-day communication is now digital, often devoid of paralinguistics and body language, and yet we still perceive their meaning. That emails, texts, social media posts, and websites often neglect everything but words, underscores the importance of ensuring clarity in these messages where layers of meaning are absent. Although the ratio of the 7-38-55% communication rule is questionable, it still draws attention to the fact that a notable percentage of communication lies beyond the words themselves.

Mehrabian’s work suggests certain aspects of body language can influence how approachable or likable a person seems. The elements of nonverbal immediacy include: making eye contact, being physically close, leaning forward, having open body language, maintaining direct body orientation, touching, having relaxed posture with positive facial expression, and smiling or laughing. Additional nonverbal messages are conveyed by personal appearance (e.g., clothing choice or grooming) as well as kinesics such as body movement (e.g., gestures or touch) and proxemics (the arrangement of space). Overall, Mehrabian’s work underscores the impact of nonverbal communication in group work in terms of morale and productivity.

When working in an in-person pair or group, consider how to arrange the seating. Be aware of the nonverbal messages being sent depending on how the space is arranged.

Based on Edward T. Hall’s The Hidden Dimension (1966) proxemics also extends to our perception of interpersonal space. In Western cultures, the intimate space (46 cm or closer) is reserved for friends and family; we are comfortable with the personal space (46 cm to 1.2 m) for people we know; social space (1.2 m to 3 m) is appropriate for new acquaintances and strangers; and public space (+3 m) is appropriate for public spaces. Hall’s theory may help explain why we feel uncomfortable on a crowded subway where strangers, who should inhabit the public space of at least three metres distance, are often forced into what we perceive as personal or intimate space.