Demonstrative communication is an essential part of everyday life. It is used in all aspects of life from our jobs to our home life. It is important to focus on not only the words you say when you communicate with others but how you are using nonverbal cues. Expressions, tone and body language are just a few examples of demonstrative communication that are invaluable when conversing with others.
When two people are conversing the actual spoken words are not usually what the receiver takes away from the conversation. When the sender of the message delivers the communication in different ways it can completely alter the perception of the receiver. I can recall from my childhood a particularly nasty exchange between my mother and my aunt. I could not tell you what it was about or what was said. Instead I can only remember the angry facial expression, the both hurt and angry tones of voice and most vividly the crazy hand motions of the upset parties. Imagine for a moment an exchange taking place that has no facial expression or body language. Both sender and receiver talk in a monotone voice while essentially standing still. This conversation would not only be completely ineffective but it would be very much robotic. Body language, tone and facial expressions are what make use individuals and reflect our personalities. Conveying a message is more than just the words we speak. It is how we speak them, the tone in which we say the words, and the emotion we exhibit through our facial expression and posture.
Effective demonstrative communication is a priceless tool that can be used by virtually any profession. Just recently I received news unfortunate news from my manager at work. He had to tell me that I was not going to get role I had applied for. I was invited to a ‘Feedback Meeting’ where he and were able to sit informally in a small meeting room. He began with letting me know I would be rolling back to my previous position despite his best efforts to keep me within his unit. He addressed me as an equal and sitting in the chair next to me around a round table and his body language was open and positive. His tone was of concern and honestly invoking a sense of trust. The conversation, while an unpleasant topic, was a comfortable exchange. In my opinion this was an excellent example to demonstrative communication at its finest. This same unfortunately news has also been delivered to me in the form of a negative experience as well. You may be one of the unfortunate people who can relate to the “let’s speak in my office” type of conversation held with one’s superiors. The type of dread accompanied with this type of exchange can be compared with being sent to the principal’s office in grade school. Where the boss delivers the private talk with you over a looming desk, while the door is shut and everyone else is whispering about why you are in the office to start with. In the office you are somberly informed of the decision made by management in the most professional manner that borders on indifference. This is my opinion is one of the worst examples of demonstrative communication.
Customer service is an example of a profession that is truly one of the most complex and unique situations that relies heavily upon nonverbal communication, specifically with listening and responding. The exchange between representative and customer is delicate and can quickly escalate if not handled with the proper responses or listening skills. When someone is voicing a complaint as a customer service agent you must acknowledge their emotion with apathy of your own. Sympathize with their plight or delight, and respond with the proper facial expressions and body language. It is vital that you focus on the inflection and tone of your voice. Apologizing for a defective item will mean nothing to a customer if it is done with indifference and no feeling.
The customer is equally as responsible in this exchange. If you are doing your job correctly you will be able to make them feel at ease and that you truly want to help them. They should be able to relax and work with you to resolve their issue. As someone who has played the role of both customer and associate I can relate to both sides of the coin. By thinking of communication as a two way street you can be much more effective in any situation.
Demonstrative communication is something that everyone uses all the time whether they notice or not. The key to being effective and positive in the roles of both the sender and receiver is up to you. Remember that people can literally hear it when you are smiling, they are always watching you expressions and body language and be sure to focus on the tone in which you deliver messages. These important aspects will ultimately decide the outcome of any exchange.