Nonverbal communication is defined as the process of transmitting wordless messages through body language (kinesics), facial expressions, eye gaze, attitude, dress, posture, gestures, and use of space (proxemics). This process of communication may also incorporate the use of the senses: sight, touch, sound, scent, and taste.
Related terms:
- Haptics
- Occulesics
- Proxemics
History and Research:
There have been countless publications on the topic since Charles Darwin fist discusses nonverbal communication in his book The Expression of the Emotions in Man and the Animals, 1872. Darwin’s argument was that nonverbal signals and emotional displays were evidence of evolution in that behavior shared by related species could be derived from their common ancestry. (Hunt, 1971).
Future anthropologists like Ray Birdwhistell and Paul Ekman took Darwin’s theories further and became the forerunners of the evolution of research in nonverbal communication. Birdwhistell’s book, Kinesics and Context: Essays on Body Motion Communication, focuses on the kinesics of human society as well as infants, children, normal adults, and the mentally ill, while Ekman explores different facial expressions, primarily, the significance of the smile.
Nonverbal Communication within the Reference Encounter:
The reference librarian acts as a guide in finding information for library users. Therefore, great emphasis is placed on the initial contact with the patron and reference librarian in order to ensure a successful reference transaction. Nonverbal signs and behavior appropriately applied at the initial meeting will allow the patron to approach the reference desk with less anxiety. (Peck, 1975). A reference librarian must display signs of Approachability in order for the unfamiliar library user to feel comfortable enough to ask a question.
Boucher (1976) discusses the eye gaze as of having particular importance when a patron appears to be seeking assistance. Eye contact usually signifies the beginning of nonverbal communication. Avoiding eye contact or a constant gaze can cause uneasiness, while frequent eye contact creates a more positive interaction.
Body movement, such as posture and gestures, play a vital role during the reference encounter and the library user is more likely to pay attention to those nonverbal cues when deciding to approach the reference desk. Leaning toward the user makes the situation more comfortable rather leaning away and certain hand gestures can indicate whether or not the librarian is readily available or busy with a task. Boucher (1976) adds “head nods are a magnificent way of not only punctuating a conversation but of encouraging the speaker to continue-of positive reinforcement.”(p.29) Body movement is a reflection of the librarian’s attitude as well. Peck (1975) indicates that slouching may imply boredom or fatigue and tends to restrict conversation, while a relaxed appearance seems to encourage discussion.
Facial expressions, especially the smile, are powerful nonverbal cues that can encourage a positive social interaction. Numerous studies have been done in cross-cultural communication and how different emotions and expressions are perceived within varying cultures. However, Ekman states (as cited in Boucher, 1976) that a smile does indicate joy or happiness to the beholder. It is an expression that holds universality, as does expressions of anger, sadness, disgust, fear, and surprise.
Helen Gothberg (1973) states that there are three main ways in which we communicate: verbal, nonverbal, and written, and it is useful to remember that the common words and gestures that we use may not evoke the same image in another person’s mind as they do in ours.
Marie Radford (1999) has discovered that library users were more sensitive to the nonverbal behaviors of librarians than librarians were to users, and thus there is a need for librarians to become more conscious of their nonverbal behaviors because these behaviors may be interpreted as barriers.
External links:
http://honolulu.hawaii.edu/intranet/committees/FacDevCom/guidebk/teachtip/commun-1.htm
References:
Boucher, Virginia. (1976). Nonverbal Communication and the Library Reference Interview. RQ, 16, 27-32
Ekman, Paul. (1999). Facial Expressions (Electronic Version). Handbook of Cognition and Emotion.
Chapter 16, 45-60.
Gothberg, Helen, M. (1973). Communication Patterns in Library Reference and Information Service. RQ, 13, 7-14.
Hunt, Edward, E. (1971). A review of Kinesics and Context. Ray L. Birdwhistell.(1970) (Electronic
Version). American Anthropologist, 73, 948-950.
Radford, Marie. (1999) The Reference Encounter: Interpersonal Communication in the Academic Library. ACRL Publications in Librarianship, No. 52. Chicago: American Library Association.
Peck, Theodore, P. (1975). Counseling Skills Applied to Reference Services. RQ, 14, 233-235.
Annette Doss
