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Look
Communication is continuous — whether we intend it or not. Every interaction involves a combination of verbal, paraverbal (tone, pace, volume), and nonverbal (body language, facial expression, posture) elements.
While we have the most conscious control over our words, research shows they account for only a small portion — approximately 7% — of the message we convey. The majority of impact comes from how we say something and the nonverbal messages we send, often unconsciously. These messages play a critical role in how our communication is received and understood.
Listen
Communication often begins at the unconscious level. Before a single word is spoken, tone, facial expressions, and body language provide early indicators of a person’s emotional state or intent. These nonverbal signals can set the tone for an entire interaction.
However, the spoken word remains essential. It delivers the core message — the facts, the reasoning, and the objectives. Effective listening in a professional context means paying close attention to both: the explicit content of what is said and the implicit cues that reveal what may be driving the message beneath the surface.
By listening with this dual awareness, we gain a clearer understanding of the speaker’s underlying needs — whether emotional, cognitive, or strategic — and position ourselves to respond with clarity, empathy, and precision.
