Assignment Nonverbal Communication

People watching is very entertaining, you can learn a great deal about how people act, dress and interact in their environment. I choose to observe the nonverbal codes and messages of strangers in a customer service waiting room near my job. This section of my building create identification cards for eligible military member, their dependents, and contractors. Similar to the DMV, they are always very busy. My observation period was during their busiest hours, 9:00am-9:30 am. The customer service ID card section is pretty well lit. The furniture is nice, the chairs are closely arranged, causing people to sit very close to each other. There are plants and wall décor, making the space look professional. Although the place itself seems friendly and welcoming, due to the amount of people waiting to be serviced during this busy time, when I first walk in, from the looks on everyone’s face, it doesn’t seem like a place I want to be. I later learn this is because of the long wait. The people in the room don’t really talk to each other very much.

The technicians however greet the customers very energetically and professionally as do the customers to the technicians. When I observed groups of two or people together, from the nurturing mom and her kids, to the couples holding hands or sitting closely together, their nonverbal messages give me clues about the dynamics of their relationship. I can even tell that the elderly women is being assisted by her daughter or close relative opposed an aid/worker, this is due to soft and nurturing way they are with each other as well as the familiar look and mannerism they display. Being that this is taking place in a military workplace, I see the military culture and professionalism present. A Colonel walks in and all the military personnel stand to attention. Typical of the American culture, there is not a lot a touching going on between the strangers in the room, and everyone tried to give each other space, only sitting next to other customers when necessary due to sitting availability.

I observe several nonverbal codes during my observation. There was a couple that I could see were having or had recently had an argument or disagreement. The women had her arms crossed and face was stern when she spoke to the male. A new mom in room, seemed to be appear a bit overwhelmed yet happy. The baby was frustrated and cried quite a bit. Once she was able to quiet the baby after feeding her, she joyfully played and coddled the baby expressing love. The father in the room accompanied by three rumbustious children, tells them to sit in the chair and gives them a reinforcing grim look that suddenly makes them sit and behave (a look that I am oh too familiar with from schemas in my childhood). Many of the customers seem a bit annoyed by the long wait. There is a sign-in computer that the technician reads off who is next to be helped.

I notice several customers eyeballing the computer and upon hearing a name other than their own, I can see the disappointment on their face. Mostly eye-rolling or, disappointing headshaking. One customer had conflicting verbal and nonverbal messages. When greeted by the technician he asked her how she was doing, she said she was doing great, however she seemed to be sad when I observed her, she appeared distant like a lot was on her mind and her eyes looked as though she may have been crying earlier that day or night before. Nonverbal communication can be used to reinforce verbal communication, deceive others, contradict verbal communication and/or convey intimacy. During that short period of time in a small environment, I observed all of the above.