1. What is Nonverbal Communication?
The process of using wordless messages
to generate meaning

2. Verbal & Nonverbal Communication
There are 6 codes that are related and work in
conjunction with both verbal and nonverbal
communication.
Repetition
Emphasis
Complementation
Contradiction
Substitution
Regulation

3. Repetition
The same message is sent both verbally & nonverbally
The passenger is displaying impatience:
Nonverbal actions
Facial expressions
Quickly approaches counter
Shoves ID and paperwork at agent
Verbal actions
Pace of speech is rushed
Tone & pitch

4. Contradiction
Verbal & nonverbal messages conflict
The airline agents nonverbal and verbal signs
contradict one another:
Nonverbal actions
Posture
Gestures
Verbal actions
Agrees to help passenger
Tone of voice is pleasant

5. Substitution
Nonverbal codes are used instead of verbal codes
The passenger displays impatience and irritation
while she waits:
Nonverbal actions
Tapping the ticket counter
Texting on her cellphone
Bodily movements
Verbal actions
None, silence between them

6. Regulation
Nonverbal movements that control the flow
or pace of communication
Passenger controls flow of the conversation:
Nonverbal action
Walks away from counter
Verbal action
None

7. Difficulty Of Nonverbal Codes
One code can have a variety of meanings
Agent: Passenger:
Nonverbal action Verbal action
Hands passenger her Interprets the
new ticket, implying nonverbal
she is already communication as
rebooked she is no longer being
helped

8. Illustrators
Nonverbal movements that accompany
and reinforce verbal messages
Agent:
Nonverbal action
Hands over the new ticket
Gestures the way to the gate
Verbal action reinforces nonverbal action
Explains to the passenger she is rebooked
Tells the passenger where her gate is

9. Affect Displays
Nonverbal movements of the face/body
used to show emotion
Passenger:
Nonverbal action
Posture changes, more submissive
More eye contact
Pleading gestures
Verbal action
Tone of voice changes, apologizes
Explains why she was upset

10. Nonverbal Codes
Bodily movements and facial expressions
Physical attraction
Space
Time
Touching
Vocal cues
Clothing and other artifacts

11. Christy Lyman
Speech Communication
Spring 2012
MHCC