Sending Signals: Nonverbal Communication Can Speak Volumes

by William A. Gentry and Karl W. Kuhnert

Of the many business challenges leaders face, communicating effectively with their employees is one of the most important, and effective communication is the foundation for a number of other leadership competencies. Leaders need to understand that they are never not communicating. As a result, their awareness and use of nonverbal communication may be a key factor in improving their leadership abilities.

Imagine two managers, each with a direct report who is having problems with a project at work. Each manager says, “Come to my office so we can discuss your concerns.” One manager says this quickly, almost in passing, and walks away hurriedly, not even looking at the direct report. The other manager says the same thing in a gentle, calm, and concerned manner, looking the direct report in the eye. Which direct report do you think would feel more comfortable about meeting with the manager?

In communicating with others—whether in the hallway, during one-on-one meetings or presentations, in the boardroom, or elsewhere—are you as a leader really saying what you think you are saying? Although the actual words you say constitute a part of your communication, researchers such as anthropologist Ray Birdwhistell and psychologist Albert Mehrabian have found that nonverbal communication represents anywhere from 65 percent to 93 percent of the actual emotional meaning of communication.

Indeed, most people attend more to nonverbal cues than they do to spoken words. However, it is difficult to fully understand nonverbal communication, much less to recognize that even the faintest nonverbal signal or behavior that is not congruent with the conversation or situation can have damaging effects.

When you communicate, think about your voice tone and your gestures, posture, eye contact, facial expressions, and even the way you dress. All these nonverbal cues signal what words may not be able to express. Nonverbal cues may even communicate something different from or opposite to the actual words you are saying, thereby lessening your integrity and authority and your co-workers' confidence, faith, and trust in you as a leader. For example, your sincere apology without eye contact may convey a lack of sincerity or authenticity.

In short, leaders are never not communicating. As a result, increasing their awareness of nonverbal communication may be a key factor in improving their communication skills and ultimately helping them to become better leaders. Of the many business challenges leaders face, communicating effectively with their employees is one of the most important. This is true not only in the context of getting work accomplished by being clear in directives and instructions but also in the context of working with others. Effective communication is the foundation for several leadership competencies, such as building relationships, managing conflict, and developing other people.