2 Types of Communication
Verbal
Verbal communication may seem obvious enough as the use of words to convey a point. But it is worth mentioning that successful verbal communication is heavily influenced by word choice. Veterinarians have been taught to avoid medical jargon when speaking with clients. This is a common example of how word choice can influence understanding in a verbal conversation (spoken or written). How words are presented also influences the effectiveness of the message.
In the previous scenario with Farmer Jane, the veterinarian discusses some potential disease transmission sources and concepts. Consider the effectiveness of the message communicated using the wording of option 1 (which was used in the scenario) versus option 2.
1) Unfortunately, there are still opportunities for disease to enter a farm, such as through interactions with wildlife, or they can be brought onto a farm on clothing or equipment.
2) Unfortunately, there are still opportunities for pathogens to enter a facility, such as through interactions with wildlife or fomites.
These two statements reference a similar message, but because of these differences in wording, they might not be interpreted the same way. Using medical jargon can lead to misunderstanding by the client as technical terms can sometimes be as foreign as a different language. In addition, this language can sometimes come across as patronizing or dismissive, which can decrease the receptiveness of the receiver to the message. Thus, changing the verbal content of a message can impact the way it is received and affect the interpreted message.
Nonverbal
Nonverbal communication is all the communication that occurs without using words and includes body language, paralanguage (pitch, speaking speed, intonation, etc.), spatial relationships, and autonomic responses. Despite those last ones being mostly out of our control, they still matter and can influence communication effectiveness. Nonverbal communication is how most communication is carried out, so the changes in our facial expressions that may be subconsciously made can have a huge impact on a conversation, interpretation, and relationship.
Nonverbal communication, as body language, manifests in facial expressions, gestures, position, tension, and touch. Consider how various emotions, feelings, and thoughts are displayed with facial expressions – there is the obvious smile or frown, but even frustration, sadness, surprise, confusion, dismissal, and acceptance can be detected by slight changes in facial expression. Accompanying gestures and body position can also emphasize one’s intent. Are their hands folded across their body, closing them off? Are they leaning forward or away?
Now think about how various parts of paralanguage, such as voice tone, rate, rhythm, emphasis, and volume, can further change the interpretation and understanding of a communicated message. Examples referencing our scenario with Farmer Jane are below:
Example 1
Listen to the following sentence:
Vibrio is a disease that infects reproductive tissues, so the placenta is likely contaminated and could cause the disease to spread if they or other animals come into contact with it.
Example 2
Listen to the following sentence:
Vibrio is a disease that infects reproductive tissues, so the placenta is likely contaminated and could cause the disease to spread if they or other animals come into contact with it.
Example 3
Listen to the following sentence:
Vibrio is a disease that infects reproductive tissues, so the placenta is likely contaminated and could cause the disease to spread if they or other animals come into contact with it.
A loud tone and volume can make a message sound assertive or angry. Breaks in speaking, mental fillers like ahh’s and um’s or changing of the rate or speech may indicate consideration of word choice or could be interpreted as grasping for straws and lacking knowledge (Amick et al., 2017).
In addition, the spatial positioning between the veterinarian and client can serve as a means of nonverbal communication. People who lack trust in others tend to put space between themselves and others. Barriers between individuals can serve as a means of guarding or protection, distance, etc. Pay attention to how you interact with your O/A clients – something as simple as moving to their side of a table or fence can indicate that you are on their side and act as a nonverbal demonstration of that concept.
Lastly, autonomic responses like flushing, blushing, tearing, sweating, changes in respiration or pupil size, and other nonvoluntary responses can also convey different meanings to your client. For example, sweating and facial flushing can be conveyed as signs of nervousness or lack of confidence. While they are difficult or impossible to control it is important to be aware of them
Moreover, it is important to be aware of how all these signs can influence communication of a message. Paying attention to these details can help you understand your client’s feelings and help you effectively communicate with them.
For example – in our second version of our farmer Jane scenario, the vet asks. “Can you share your thoughts on vaccinating your sheep and your past decisions to vaccinate or not?”
“Can you share your thoughts on vaccinating your sheep and your decisions to vaccinate or not in the past?”
“Can you share your thoughts on vaccinating your sheep and your decisions to vaccinate or not in the past?”
Did you feel like the nonverbal indicators changed the message? For most, the graphic with open body language seems friendlier and conveys interest in learning. While the graphic with closed-off body language, such as the arms folded, seems disinterested and less welcoming.
Combining verbal and nonverbal communication strengthens the message. It is important to both read the nonverbal cues from your client and to pay attention to how your nonverbal cues may affect any message you are trying to convey to your client.
