Professor Albert Mehrabian's communications model

Professor Albert Mehrabian has pioneered the understanding of communications since the 1960's.
He received his Ph.D. from Clark University and in l964 commenced an extended career of teaching
and research at the University of California, Los Angeles. He currently devotes his time to
research, writing, and consulting as Professor Emeritus of Psychology, UCLA.

Aside from his many and various other fascinating works, Mehrabian established this classic
statistic for the effectiveness of spoken communications:

7% of meaning is in the words that are spoken.
38% of meaning is paralinguistic (the way that the words are said).
55% of meaning is in facial expression.
Mehrabian's model above has become one of the most widely referenced statistics in
communications. The theory is particularly useful in explaining the importance of meaning, as
distinct from words.

Understanding the difference between words and meaning is a vital capability for effective
communications and relationships. For example, as John Ruskin so elegantly put it:

"The essence of lying is in deception, not in words." (John Ruskin, 1819-1900, English art
critic and social commentator)

Mehrabian's communications model is however on occasions applied in an overly simplistic or
indiscriminate manner.

The model is particularly useful in illustrating the importance of factors other than words
alone when trying to convey meaning (as the speaker) or interpret meaning (as the listener), but
care needs to be taken in considering the context of the communication: Style, expression, tone,
facial expression and body language in Mehrabian's experiments did indeed account for 93% of the
meaning inferred by the people in the study, but this is not a general rule that you can
transfer to any given communications situation.

The understanding of how to convey (when speaking) and interpret (when listening) meaning will
always be essential for effective communication, management and relationships. But using the
Mehrabian percentages is not a reliable model to overlay onto all communications scenarios.

For example, Mehrabian's research involved spoken communications. Transferring the model
indiscriminately to written or telephone communications is not reliable, except to say that
without the opportunity for visual signs, there is likely to be even more potential for confused
understanding and inferred meanings.

A fairer way of transferring Mehrabian's findings to modern written (memo, email etc) and
telephone communications is simply to say that greater care needs to be taken in the use of
language and expression, because the visual channel does not exist. It is not correct to assume
that by removing a particular channel, then so the effectiveness of the communication reduces in
line with the classically represented Mehrabian percentages. It ain't that simple.

It is fair to say that email and other written communications are limited to conveying words
alone. The way that the words are said cannot be conveyed, and facial expression cannot be
conveyed at all. Mehrabian provides us with a reference point as to why written communications,
particularly quick, reduced emails and memos, so often result in confusion or cause offence, but
his model should not be taken to mean that all written communications are inevitably weak or
floored.

If this were the case there would be no need for written contracts, deeds, legal documents,
public notices, and all other manner of written communications, which, given their purpose, when
well-written convey 100% of the intended meaning perfectly adequately using written words alone.
When we enter a public bar and the sign on the wall says 'NO SMOKING' we know full well what it
means. We may not know how the bar owner feels about having to bar his customers from smoking,
but in terms of the purpose of the communication, and the meaning necessary to be conveyed, the
written word alone is fine for this situation, regardless of Mehrabian's model.

Telephone communication can convey words and the way that the words are said, but no facial
expression. Mehrabian's model provides clues as to why telephone communications are less
successful and reliable for sensitive or emotional issues, but the model cannot be extended to
say, for instance, that without the visual channel the meaning can only be a maximum of 45%
complete.

Nor does Mehrabian's model say that telephone communications are no good for, say, phoning home
to ask for the address of the local poodle parlour. For this type of communication, and for this
intended exchange of information and meaning, the telephone is perfectly adequate, and actually
a whole lot more cost-effective and efficient than driving all the way home just to ask the
question and receive the answer face to face.

The Mehrabian statistics certainly also suggest that typical video-conferencing communications
are not so reliable as genuine face-to-face communications, because of the intermittent transfer
of images, which is of course incapable of conveying accurate non-verbal signals, but again it
is not sensible to transfer directly the percentage effectiveness shown and so often quoted from
the model. Video conferencing offers a massive benefits for modern organisation development and
cooperation. Be aware of its vulnerabilities, and use it wherever it's appropriate, because it's
a great system.

Mehrabian's model is a seminal piece of work, and it's amazingly helpful in explaining the
importance of careful and appropriate communications. Like any model, care must be exercised
when transferring it to different situations. Use the basic findings and principles as a guide
and an example - don't transfer the percentages, or make direct assumptions about degrees of
effectiveness, to each and every communication situation.
Nonverbal Communication




Nonverbal Communication-information that is communicated without using words.
93% of communication is nonverbal
55% through facial expression, posture, gesture
38% through tone of voice



Nonverbals can include: Shaking hands, posture, facial expressions, appearance, voice,
tone, hairstyle, clothes, expression in your eyes, smile, how close you stand to others, how
you listen, confidence, your breathing, the way you move, the way you stand, the way you
touch people, color choice, silence.

Links to further learning about Nonverbal Communication
Japanese Etiquette: Body Language
Body Language Links
Body language: In love, in sales, in culture, in animals
Nonverbal Dictionary of Gestures, Signs, and Body Language Cues
Brazilian Body Language
Gestures Around the World
Nonverbal Links


TYPES OF NONVERBAL COMMUNICATION
1. Paralanguage- The vocal cues that accompany spoken language: The way we say
words

Albert Mehrabian, n/v researcher, estimates that 39% of meaning is affected by vocal cues-
not the words but the way they are said.

Rate-speed-When a speaker uses a faster rate they may be seen as more competent

Pitch-Highness or lowness of voice-Speakers seen more competent if they use a higher
and more varied pitch of voice.
We associate low pitch voices with strength, sexiness and maturity
We associate high pitches voices with tenseness, helplessness, & nervousness.

Volume-How loudly we speak
Loud people are perceived as aggressive or overbearing
Soft stolen voices are perceived as timid or polite.



Vocal Fillers-Words used to fill space-"uh"

Quality-Made up of tempo, resonance, rhythm, and articulation

Infants cannot understand words so they rely on nonverbals for information. Children from
ages 6-12 use words to make sense of messages. This is why kids don't understand
sarcasm.

2. Kinesics -Body Movements
Ekman and Freisen divide Kinesics into 5 categories
Emblems-body movements that have direct translation to words:OK



Illustator-Accent, emphasize, or reinforce words: Fish was this big!
Regulators- Control the back and forth flow of speaking and listening.
Display of feelings- Feelings are shown through face and body motions
Adaptor-Way of adjusting to communication situation: Twist hair, tap pen

Kinesics -Body Movements
O'Conner found that frequent gesturing is highly correlated with people who were
perceived by others to be leaders in small groups.

Those who were leaders tended to use more shoulder and arm gestures.
In a group setting, people may adapt similar poses to those in the group that they agree
with.

Counselors often help clients self-disclose by adopting similar postures to those of their
clients. This is believed to establish open communication.

Ekman and Friesan studies that feet and legs often reveal true feeling. Liars have learned
to control facial expressions.

People of higher status take a more relaxed body posture

Mehrabian's Immediacy Principle states that open body and arm position, leaning forward
relaxed posture, and touching increases perceived liking.

People who attempt to persuade others often use these immediacy contacts.

Nancy Henly, author of Body Politics says, "The bearing with which one presents oneself
proclaims one's position in life.

Henley suggests that "standing tall" in and of itself helps a person achieve dominance.

Albert Mehrabian-when people are coupled to assume inferior roles, they reflect the move
by lowering their head. When people assume inferior roles, they raise their heads.

3. Occulesics -Eye behavior
When people sit in a circle, they are more likely to talk to those across the room from them
than those side to side

At a table, those who sit on the ends talk more and those who sit on the corners less.

At a table, those with the most opportunity for eye contact is likely to become leader.

When we take interest in something, our blinking rate decreases and our eyes begin to
dilate, if we dislike something our pupil's contract.

Anthropologist Hall says that Yasir Arafat wears dark glasses so that others won't read his
pupils when they dilate.

Women used to put belladonna in their eyes to dilate them.

In our culture it is OK to stare at animals; rude to stare at people

Who do we stare at in our society? The answer is revealing.

Argyle and Dean say that making eye contact with someone makes interaction and
obligation.

Bandler and Grinder suggest you look in one direction when you try to remember vs when
you try to invent an idea:

visually invented visually remembered
right handed person
auditorily invented auditorily remembered

4. Appearance/Artifacts.
Attractiveness-
Attractive women have more dates, receive higher grades in college,
persuade males with greater ease.

Men & women rated as attractive are perceived as being more kind,
sensitive, strong, social and interesting.

Attractive people find jobs easier and obtain higher starting salaries.

British and Japanese rated the same people attractive -could it be in the
genes

Attractive women are more effective than unattractive women in changing attitudes

Attractive individuals are thought to be more credible

Attractive individuals are perceived as happier, more popular, more sociable, and more
successful.


Appearance
All of the following are non-verbals regarding appearance
Clothing-
Uniforms-
Occupational dress-
Leisure clothes-
Costumes-
Color
Max Luscher says when people look at red for long periods of time, their blood pressure,
respiration, and heartbeat all speed up.

Dark Blue made people calmer: Blood pressure, respiration, and heartbeat recede and
they became calmer.

Pink made men who were lifting weights weaker.

Vance Packard says women sampled detergent on delicate clothing:
Yellow box- detergent too strong
Blue box-detergent too weak
Blue box w/ yellow specks- just right

Maslow and Minz looked at how room decor affected judgment:
They showed facial photographs to individuals while in an ugly room, average room, or
beautiful room
While in the beautiful room, the photos were seen as more attractive
In the ugly room, people said the task was unpleasant and monotonous and attempted to
leave sooner than in the beautiful room

5. Proxemics

Proxemics-The nonverbal study of space and distance

Territory-the space we consider as belonging to us.

Women tend to sit closer to one another than men
Women tend to turn their bodies in toward one another

"Dogs pee to mark their territory; how do you mark yours?"

DISTANCE ZONES
1. Intimate distance-no more than 18 inches apart
mom and baby
2. Personal Distance-18 inches to 4 feet
Casual and personal conversations
3. Social distance-4-12 feet
impersonal, business, social gatherings
4. Public distance-More than 12 feet
Public speaking

Space/Distance as an indicator of intimacy-
The more we get to know each other the more we are permitted into each
other's personal space
Space/Distance as an indicator of status-
Executives, presidents of colleges, government officials have large offices with big space...
secretaries have small space

Crane asked couples to walk towards each other while conversing and stop when they
reached a comfortable conversational distance. Then he gave each couple a test to
measure marital intimacy, desire for change, and potential for divorce.
He discovered a relationship between distance and happiness.
Distresses couples distance was 25% greater than happy couples
Happy couples stood 11.4 inches apart
Distressed couples stood 14.8 inches apart

6. Haptics- The nonverbal communication study of touch

Necessary-preemies who were touched for 15 minutes 3x a day gained weight 47% faster
and could leave the hospital 6 days earlier.

Sidney Jarad, Psychologist, counted the number of contacts per hour.
San Juan, Puerto Rico- 180
Paris France, 110
Gainsville, Florida 2
London England- 0

Our society sells touchableness; stubble free legs, smooth face, hand lotions yet we don't
like to touch

7. Olfactics- The nonverbal communication study of smell.
We react to people based on their smell: Body odor, too much perfume

8. Chronomics- The nonverbal communication study of time
Often connected with status-the higher status the more control we have over our time. You
wait for the doctor


Various cultures use time differently

9. Facial Expressions
You have 80 muscles in your face that can create more than 7,000 facial expressions.


There six main types of facial expressions found in all cultures
Happiness- round eyes, smiles, raised cheeks
Disgust-wrinkled nose, lowered eyelids and eyebrow, raised upper lip
Fear- around eyes, open mouth
Angry- lower eyebrow and stare intensely.


Surprise-raised eyebrow, wide open eyes, open mouth
Sadness- Area around mouth and eyes

Communicating Implications
Persuasive communicators exhibit more animated facial expressions, more gestures to
emphasize their points, and nod their heads more.

Many in class examples taken from
Gestures Around the World
Check it out!