Non-verbal communication is very important in the workplace. What you convey beyond words is the difference between success and failure. This makes communication all the more important and in epidemic times when you are forced to wear a mask all the time it is particularly challenging. The masks hide parts of our faces that display facial expressions we use to convey our good intentions, sincerity.
In situations when there is a divergence between what is said and what is conveyed through facial expressions, one tends to trust the facial expressions rather than what is said. A typical case study where the doctors who wear masks while talking to patients were perceived negatively by the patients.
Here are a few tips on how to communicate effectively and build rapport while taking safety precautions.
Avoid clear masks.
Clear masks should be avoided as it unsettles the person using them and it fogs up quickly. it may be required when speaking to a deaf person or a group of deaf people but in general, avoid using them.
Practice your mask voice
The quality of voice makes a big difference in how people respond emotionally to what you say, professionally and personally. The tone of the voice makes a big difference in the way it is interpreted.
- Pause Normally visual clues help us understand when the speaker has paused. Since this will not be obvious, make a conscious effort to pause to give people opportunities to respond. This also helps to break up information so that it can be understood.
- Accentuate: Accentuate key phrases and information, vary it and use different intonation.
- Volume Speak up as masks will muffle your sound but do not shout.
- Emotion Make your voice more expressive by conveying positive emotions, but do this in moderation and don't overdo.
Practice active listening
Beyond adjusting your voice, adjust the words that you use. this starts with active listening. When your team is speaking listen actively, show interest by nodding, expressing your interest. When the speaker pauses but has not finished talking prompt him to continue to show you are with the conversation. You can rephrase what the speaker said but not use the same words to let him know that you have been listening actively. This helps build rapport and increases your perceived likeability.
Use gestures and body language.
make full use of gestures and body movements to express emotions and convey meaning. Don't overdo it as it may distract your audience. Where you cannot shake hands wave or do a namaste to greet people. This will go a long way in conveying a sense of goodwill.
Mirror your counterpart
Mirroring is a non-verbal behaviour that mirrors the body language of the person with whom you are interacting. This happens naturally and unconsciously. This helps build up rapport but don't overdo it where it will become noticeable and unnatural.
Keep two Ts aligned
Keep the toe and torso aligned. Your feet have a natural tendency to reveal what is going on in your mind. Sometimes this can lead to ann interpretation of lack of interest so keep your body and tow aligned facing the person you are interacting with.
Smile with your eyes
Smiling is an extremely important non-verbal communication. When wearing masks it is all the more important to smile with your eyes as your mouth is fully covered by the mask. Wen yu sl=mile with your eyes, it puts a wrinkle at the corner of your eyes and when you do that smile with your mouth also even though it may not be visible and this would look natural.
Know when to ZOOM
The in-person conversation is preferred to video conference even if you have to wear masks. there may be situations when video conferencing may be necessary, such as when facing a high-risk group, or if slides and presentation will be a big part of the presentation.
Masks are here to stay. But time and effort you put into internalising these tips will be helpful to communicate more effectively when the use of masks is not mandatory.
How to Build Rapport … While Wearing a Mask
by Dustin York HBR 2020/09
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