At some point, we have all heard the phrase, “It’s not about what you say, it’s about how you say it.” In the modern working environment, this sentiment most certainly rings true, especially in relation to non-verbal communication and the interpretation thereof in the workplace. While we tend to think that our communication is primarily based on the words we speak, the vast majority of communication takes place in the form of non-verbal communication.
Non-verbal communication is comprised primarily of body language and the different permutations thereof, as well as actions like tone of voice. As humans, whether consciously aware of it or not, we are very perceptive to outward behaviour and conduct. When thinking of body language, it is easy to imagine the image of a cartoon character with puffed red cheeks, steam coming out of their ears and fire burning in their eyes to depict the anger of the character. In reality, however, our body language is generally far more nuanced and subtle than this.
For instance, even if a supervisor is speaking to an employee in a very calm, caring and empathetic manner – if they are constantly looking down at their watch or their computer screen during the conversation, the impression the employee has is that the supervisor is growing impatient or does not take what they have to say seriously. From a more positive stance, if you are discussing something with someone and they mimic your actions, this indicates that they are listening to you and taking in what you are saying.
While the above two scenarios are but illustrative examples, because of the subtle manifestations of body language and the effect that it has in the workplace, it is important for employers to always be cognizant of keeping their non-verbal communication in check.
Conduct such as sighing while someone is speaking, raising eyebrows when you do not agree with a point being made, or even the loudness of your voice in relation to the environment can create a negative perception, which can lead to a breakdown in communication or at least a negative perception.
In the workplace, communication, whether in written, oral, or nonverbal form, is primarily centred around conveying information, building trust, and navigating challenges to ensure the business’s prosperity. While it may seem that the workplace is all about emails, team meetings, and presentations, it is the nonverbal aspects of these components that go the furthest in ensuring the business’s success.
As leaders of the business, irrespective of the category thereof or the title assigned to you, how you conduct yourself outwardly in terms of your body language, sets the tone for those who look up to you for leadership. By taking active steps to ensure your body language and non-verbal communication are outwardly positive, employers will be well placed to create working environments positioned towards productivity and conducive to producing quality work.
Article By Daniel van der Merwe
National Collective Bargaining Co-ordinator at Consolidated Employers Organisation (CEO SA)