Verbal and non-verbal communication

An upper-intermediate activity

Read the following article then answer the questions that follow.

Albert Mehrabian, one of the world’s leading experts in personal communication, conducted a number or studies in the 1960s and 1970s, on the relationship between the three elements that are communicated each time we speak. He measured the difference in effectiveness of the verbal, vocal and visual elements of our messages:

• The verbal element of the message is the message itself – the words that we say.
• The vocal element of the message is the voice
• The visual element of the message is what people see.

In his research Mehrabian found that the degree of inconsistency between these three elements was the factor that determines effective communication or not.

Face-to-face communication      (verbal) 7%   (vocal) 38%  (visual) 55%  - Total 100% 

Telephone conversation             (verbal) 18% (vocal) 82%   (visual) 0%   - Total 100%

What the above figures suggest is that in face-to-face communication 93% of the message we put across is communicated through the intonation and tone of voice etc. we use (vocal), and the gestures and body language we display (visual). The actual words we use account for only 7% of the message. During telephone conversations 82% of the message we communicate is conveyed through the intonation and tone of voice etc. we use. The words we use account for only 18% of the message that is received.

Mehrabian’s research was based on what individuals believed when there was an inconsistent message. If the message was consistent, all three elements – verbal, vocal and visual - work together. The excitement and enthusiasm of the voice work with the energy and animation of the face and body to reflect the confidence and conviction of what is said. Here, the words, the voice and the delivery work together and the message is clearly transmitted.

When we are nervous, awkward, or under pressure, we tend to block our content and give an inconsistent message. For example, if someone looks down, speaks in a halting and tremulous voice and clasps his or her hands in front in an inhibiting position, they give off a conflicting message when saying, “I am happy and excited to be here.” In this situation, the words carry no conviction because the tone, voice and body language say the opposite. Where the body language and facial expressions contradict the spoken words, the message is not believed.

QUESTIONS

1. Who conducted some studies into the relationship between verbal, visual and vocal communication?
2. When did he conduct these studies?
3. What did these studies measure?
4. What factor determines whether communication is effective?
5. In face-to-face communication, what percentage of the message is relayed by body language and facial expressions?
6. What is the difference between a consistent and an inconsistent message?
7. In a telephone conversation what is the most important factor – the words you use or the tone you use?
8. What happens to the message when we are nervous?
9. Excitement in the voice and animation in the face reflect…
10. How can you give a conflicting message if you say, “I am excited to be here.”?

ANSWERS

1. Professor Albert Mehrabian
2. In the 1960s and 70s.
3. The difference in effectiveness of the verbal, vocal and visual elements of our messages
4. The degree of inconsistency between these three elements
5. 93%
6. In a consistent message all three elements – verbal, vocal and visual – work together. In an inconsistent message one or more of these elements works against the message.
7. The tone you use.
8. We tend to block our content and give an inconsistent message.
9. …reflect confidence and conviction of what is being said.
10. You will give a conflicting message if the tone, voice and body language – vocal and visual elements - say the opposite to what is being said – the verbal element. In other words, if you say ‘I am excited to be here,’ but the tone and body language you use say the opposite.