Because it uses multiple channels, nonverbal communication conveys more meaning than verbal. This is especially evident when people send incongruent messages, in which their verbal and nonverbal behaviors contradict each other—for example, saying “I’m fine” while frowning. In such situations, people overwhelmingly trust the nonverbal messages more than they trust the verbal (Burgoon & Hoobler, 2002). An essential part of competent nonverbal communication is producing congruent messages, in which your verbal and nonverbal communications match. Congruent messages are perceived as direct and honest, and they create less confusion for others. For example, if you’re mad at your sister, you scowl when saying, “Yes, I’m angry!” instead of smiling. Or when you’re giving a speech, you reinforce the strong statement “Incidents like this cannot happen again!” by pounding your fist on the lectern rather than standing there motionless.

Click to view DOUBLE TAKE: INCONGRUENT VS CONGRUENT MESSAGES