Nonverbal Communication Nonverbal communication (communication without the use of words) is the basic, primitive form of conveying information from one person to another. It has been estimated that in normal communications between two people, only one-third of the meaning is transmitted verbally and nearly two-thirds is transmitted nonverbally. Nonverbal communication is used when individuals do not possess command of a language. The channels through which it operates are fundamentally affective rather than cognitive, although a cognitive element is clearly involved. Nonverbal communication takes place universally when two individuals meet for the first time, size each other up, and develop ideas about the kind of person with whom they are dealing—whether the other is hostile or friendly, weak or strong, concerned or indifferent. Infants cry wordlessly, wave their arms, and pucker up their faces to communicate feelings of discomfort. he response of the parents to these early attempts of their infant to say how he or she feels—and how the infant feels is usually in relation to how the parents feel—will determine the infant’s formulation of concepts related to these actions. he parents’ response will also determine the infant’s development of ways to communicate feelings of hunger, happiness, anger, and so on. Only later will come the words that will embody these feelings. Nonverbal communication is continuous, with or without verbal accompaniment. It is the principal means by which attitudes and feelings are conveyed, particularly in the initial stages of a relationship, but it goes on throughout any continuing contact between people. Because nonverbal communication never ceases, there is great danger that a worker may be communicating contradictory messages. One may say verbally, “I’m so glad that you stopped by,” while at the same time conveying nonverbally, “I’m tired and harassed, it’s late on a Friday afternoon, and I’ll be glad to see the last of you.” This kind of communication is confusing at best and can be extremely destructive to vulnerable people. We see this with children caught in a situation where there is basic rejection of the child’s needs and demands, and where the anger and frustration about this are communicated constantly by nonverbal means, while the parents verbally profess love and concern. Such children are confused because they do not know which communication is valid. Sensitive workers, who are aware of their own feelings and recognize the impact expression through nonverbal channels has on the people with whom they are working, will attempt to deal with their own feelings in constructive ways. hey can ventilate feelings of frustration with a fellow worker, hopefully one who will be healthy and knowledgeable enough to encourage ventilation rather than to reinforce the negative feeling. Or workers can use a good supervisor whose responsibility it is to help deal with these feelings. hey can also in some instances ...

1. Nonverbal Communication
Nonverbal communication (communication without the use of
words) is the basic, primitive form of conveying information
from one person to another. It has been estimated that in normal
communications between two people, only one-third of the
meaning is transmitted verbally and nearly two-thirds is
transmitted nonverbally. Nonverbal communication is used
when individuals do not possess command of a language. The
channels through which it operates are fundamentally affective
rather than cognitive, although a cognitive element is clearly
involved. Nonverbal communication takes place universally
when two individuals meet for the first time, size each other up,
and develop ideas about the kind of person with whom they are
dealing—whether the other is hostile or friendly, weak or
strong, concerned or indifferent.
Infants cry wordlessly, wave their arms, and pucker up their
faces to communicate feelings of discomfort. he response of the
parents to these early attempts of their infant to say how he or
she feels—and how the infant feels is usually in relation to how
the parents feel—will determine the infant’s formulation of
concepts related to these actions. he parents’ response will also
determine the infant’s development of ways to communicate
feelings of hunger, happiness, anger, and so on. Only later will
come the words that will embody these feelings.
Nonverbal communication is continuous, with or without verbal
accompaniment. It is the principal means by which attitudes and
feelings are conveyed, particularly in the initial stages of a
relationship, but it goes on throughout any continuing contact
between people. Because nonverbal communication never
ceases, there is great danger that a worker may be
communicating contradictory messages. One may say verbally,
“I’m so glad that you stopped by,” while at the same time
conveying nonverbally, “I’m tired and harassed, it’s late on a
Friday afternoon, and I’ll be glad to see the last of you.”

2. This kind of communication is confusing at best and can be
extremely destructive to vulnerable people. We see this with
children caught in a situation where there is basic rejection of
the child’s needs and demands, and where the anger and
frustration about this are communicated constantly by nonverbal
means, while the parents verbally profess love and concern.
Such children are confused because they do not know which
communication is valid.
Sensitive workers, who are aware of their own feelings and
recognize the impact expression through nonverbal channels has
on the people with whom they are working, will attempt to deal
with their own feelings in constructive ways. hey can ventilate
feelings of frustration with a fellow worker, hopefully one who
will be healthy and knowledgeable enough to encourage
ventilation rather than to reinforce the negative feeling. Or
workers can use a good supervisor whose responsibility it is to
help deal with these feelings. hey can also in some instances
acknowledge the existence of the feelings with the person to
whom they are talking, try to understand their source, and
decide whether it is possible to change the situation that
provokes them. his can be done in a way that enhances healthy
communication.
In some instances, workers can face and verbalize their own
conflicting feelings with both individuals and groups to good
effect. he worker who can say directly to a client “I don’t feel
well prepared for our session today, but I think we can make it
meaningful”
Levine, Joanne. Working with People: The Helping Process
(Page 86). Pearson Education. Kindle Edition.
acknowledges a reality of which the client is doubtless aware
and sets up a situation in which both can then deal with it.
Over the years, American culture has tended to view expression
of feeling as a sign of weakness or “femininity” so that very
often deep and significant feelings can only be expressed
nonverbally or symbolically. Even then, the expression may be

3. so disguised that it requires knowledgeable interpretation. If
there is feeling—and there always is—it will frequently be
expressed by nonverbal messages. We are not always aware of
nonverbal communications, but they can be potent influences in
determining decisions and judgments.
Nonverbal messages are conveyed through the person and the
setting. Age, gender, race, speech, personal appearance—
physique, posture, body odor, dress, tension, facial expression,
behavior, silence or speech, tone of voice, gestures or
movements, eye contact, touch, body sounds—all convey
messages to the receiver, as does the physical setting—its
appearance, aesthetic quality, comfort and privacy (or lack of
them), and general climate. he ways in which we convey
nonverbal messages about ourselves are endless. Once workers
know where to look and what to listen for and to sense in both
self and client, their sensitivity and ability to understand will
increase. Let us look more closely at some examples of these
nonverbal media.
Tone of Voice
Tone of voice is a frequent form of nonverbal communication.
From the carefully noncommittal tone designed to conceal to the
uncensored exclamation of pain, joy, anger, fear, or grief, it is a
revealing part of the whole process of conveying messages. The
meaning of words can vary greatly according to the tone of
voice in which they are spoken. The worker who wishes to test
this need only select a simple phrase such as “I understand” and
experiment with the many different meanings one can convey by
altering one’s intonation. It is important that the worker’s
interpretation of nonverbal communication is accurate. This can
be checked by a comment such as “You sound like you’re really
angry” or “That sounds like it’s pretty painful for you,” which
will open the way for verbal expression.
Facial Expression
Facial expression is another important mode of conveying
messages. To an extent, faces tend to become “set” by the life
patterns of the individual in expressions of apprehension,

4. happiness, anger, passivity, friendliness, aggressiveness, and so
on. Upon this lifetime foundation, response to the immediate
situation will be superimposed. For example, the “poker face,” a
person who traditionally plays it cool, is much less likely to
express through his or her countenance the transitory feelings
that are affecting him or her. However, the face that strives for
bland concealment or negation of feeling—the “mask face”—
conveys a meaning to the knowledgeable observer that is as
significant as free change of expression.
Silence
Silence is a potent form of nonverbal communication that can
express many different things, according to the context in which
it is used. It may be a companionable sharing, an expression of
anger or despair, or recognition of an impasse. Its use is
influenced strongly by the cultural background of the
individual; its meaning varies according to behavior patterns of
the group. Silence can create great anxiety and be interpreted as
an expression of hostility—thus, workers must be particularly
aware of and knowledgeable about the needs of their clients if
they choose to employ silence as a means of communication or
as a technique.
Gestures and Movements
Gestures and movements are time-honored methods of
conveying attitudes and ideas. Relaxation or tension of the
body, restless movement, biting the nails, shifting the feet,
clenching or wringing the hands, drumming on the table—the
list can go on ad infinitum. One of the most frequently stressed
indices of communication in this mode is use of the eyes. Eye
contact can be a significant factor in assessing the state of mind
or feeling of the person with whom the worker is
communicating. Here again, culture must be considered along
with individual patterns of behavior. The old beliefs about “the
evil eye” are still prevalent among many people. Looking
directly at a person or not meeting the gaze directly may be
considered rude or taboo in a particular culture or family group.
The eyes, “the windows of the soul” as they have been

5. rhapsodically called, have special significance in relationships
among people.
Physical Appearance
Physical appearance communicates definite messages about
one’s state of mind and feeling, as well as about one’s ideas and
general personality. Extremes say something about the
impression one is striving to create and one’s feelings about
oneself. Conformity or nonconformity with the generally
accepted patterns of appearance carries a message. Cleanliness
or lack of it can be significant. Physical appearance may also
bring responses determined by previous experiences or biases.
The worker who is an older white woman or a member of an
ethnic group may be seen as a stereotype of what is considered
desirable or undesirable in that group.
Body Sounds
Body sounds such as belching, sighing, cracking the knuckles,
whistling, humming, eating noisily or quietly—all are ways
individuals convey messages about themselves.
Demeanor
Overall demeanor or bearing—the way one sits, stands, or lies
down—says many things to the observer. Individuals who are
stooped and tired, slumping in pain or defeat, or carrying their
shoulders straight and head high reveal something about
themselves.
Touch
Physical touch is a particularly potent form of nonverbal
communication. From earliest childhood, the presence or
absence and the kinds of physical contact are important factors
in the emotional life of the individual. For infants, touch is a
well-demonstrated necessity. Constructively used, it has a
tremendous potential for strength and support, but it can also be
destructive, as illustrated by the battered child, whose parents,
by their actions, are certainly communicating something about
themselves. Touch as used by workers with clients needs to be
given careful consideration in light of modern conditions. With
increasing concern about child abuse and harassment in all

6. forms, touch can be misinterpreted—attitudes can vary widely.
One must consider the situation, the context, and the nature of
the relationship between client and worker.
Environment
The environment in which communication takes place can
convey a meaning or may contradict the words used. Are clients
kept carefully at a distance? Are workers prompt, considerate of
clients’ schedules, careful to explain changes, and reliable—and
vice versa? The client who keeps the television going when
talking with the worker, the worker who allows frequent phone
interruptions, and the last-minute call or no call at all about
previous arrangements—all communicate meanings as
effectively as if they were words. Nonverbal communications
tend to be strongly culture bound. Their use and significance are
determined by the culture in which they originate. This poses
for workers the dual task of being aware that their own
nonverbal communications might be saying something quite
different than intended and that, in interpreting such
communications from others, they must be aware of cultural
differences.
.Levine, Joanne. Working with People: The Helping Process
(Page 88). Pearson Education. Kindle Edition.