Communication is critical in the workplace. But many leaders overlook the importance of their non-verbal communication. This presents a missed opportunity since how a leader presents themselves will influence both whether and how well their message is received and understood. That’s why, for leaders to be truly effective communicators, it’s crucial that they master their non-verbal communication skills.
3 C’s of Non-Verbal Communication
The 3 C’s of non-verbal communication, as identified by Dr. Jeff Thompson, Ph.D., describe the way in which an audience assesses body language and other non-verbal cues, as well as the situation in which they take place. Understanding the 3 C's—context, clusters, and congruence—is a helpful first step in mastering non-verbal communication.
- Context: This includes the environment in which the situation takes place, the relationship and past interactions between the participants, and factors such as each person’s role within the organization.
- Clusters: Evaluating non-verbal communication in “clusters,” rather than focusing on a single gesture, allows the audience to determine the intentions and emotional state of the speaker.
- Congruence: The audience evaluates if spoken words match—or are congruent with—the speaker’s tone and body language.
The 3 C’s highlight that a single gesture or non-verbal cue will not define the message or the messenger. Instead, a listener will focus on groups of related behaviors to identify patterns, which helps them draw conclusions about the message and spot inconsistencies between the speaker’s verbal and non-verbal cues.
Harnessing Your Non-Verbal Communication
Employees look to leaders in times of stress, and the way in which they interpret a leader’s non-verbal cues can impact how confident they are in that leader and his or her words. For example, an assertive tone and a fluid delivery can bolster words of encouragement. Conversely, poor eye contact and uncomfortable facial expressions can not only dilute—but undermine—those same words.
By learning to harness the following elements of non-verbal communication, leaders can connect with their employees, build trust, brand themselves as authentic, portray a sense of control and confidence, and inspire others.
- Eye Contact: Our eyes are often referred to as “the window to the soul.” This is because our eyes give away a lot about us. Maintaining eye contact during conversation shows interest and attentiveness. When thinking about eye contact, leaders should also pay attention to things like their rate of blinking and their gaze, which should be engaged but not staring.
- Posture: Leaders who stand tall with their shoulders back are more likely to be perceived as confident. Slouching may signal a lack of confidence or disinterest.
- Facial Expressions: Facial expressions convey emotions and intentions. Negative facial expressions have the potential to demoralize team members and make leaders seem unapproachable. However, a positive attitude accompanied by a smile can create an engaging, constructive work environment and may even improve the mood of employees.
- Tone of Voice: This includes pitch, pace, and volume.
- Pitch: Speaking conveys emotion. A lower pitch may portray calmness or seriousness. A higher pitch indicates urgency or excitement.
- Pace: Speaking too quickly may dilute a message and make the speaker appear nervous and unsure. Leaders should maintain a moderate pace when speaking and should not be afraid to pause—silence is a powerful form of communication that can emphasize key messages.
- Volume: Speaking too loudly can overwhelm the audience, making the speaker appear unapproachable. Speaking too softly, on the other hand, may portray a lack of confidence. Leaders must find the right balance, adjusting their volume to fit the context of their environment and the message.
- Physical Proximity: Where we stand in relation to the person we are speaking to can represent how we feel about that person and can express our level of interest in the conversation. Standing too far from someone or facing your body or feet away from them may indicate disengagement or disinterest. However, standing too close may make them feel uncomfortable. To strike the right balance, leaders should be aware of cultural norms and account for individual preferences.
Understanding how others interpret non-verbal communication and learning to control their own non-verbal cues can separate good leaders from great ones. People Results’ consultants are well-versed in providing in-depth, hands-on leadership training to help organizations develop superior leaders who are skilled in the art of communication. We understand it’s often the little things, like a genuine smile from the CEO, that can make the biggest difference.
At People Results, we help leaders develop skillsets that provide a foundation for effective and meaningful communication. We believe every business is different, and each requires its own holistic and customized approach to communication. Whether you need an internal communication assessment, guidance in developing your internal communication or social media strategy, digital media intelligence, crisis communication services, media relations, or media training, we have expert communication consultants who can quickly provide a specialized solution. Contact us online today to discuss the next steps, or give us a call at 313-965-0350.
-Skylar Fortier, Communications Consultant
