Training Your Tutors in Non-Verbal Communication
IT’S NOT JUST WHAT YOU SAY
OU’s Student Learning Center
Promoting students' critical thinking
skills, academic achievement, and
positive study habits; especially firstyear students in their transition to OU.
free tutoring
Encouraging students to take
ACTION towards their own
academic success
Offering academic assistance in over 65 subjects
• Multi-location, in-person or online
• Drop-in or by-appointment
• Staffed by trained, undergrad Peer Learning
Assistants, GTAs, and/or Instructors
Productive tutor training
sessions:
•
•
8-hour, conference-style at start
of semester
Weekly opportunities with
various topics to get the 4 more
required hours per semester
OU’s UC Action program is CRLA Level III certified!
Avg hours/student
Avg # of visits/student
4.61
Spring 2012
4.4
4.62
Fall 2011
4.0
4.62
Spring 2011
4.3
4.66
Fall 2010
4.1
5.17
Spring 2010
4.3
4.58
Fall 2009
4.0
4.80
Spring 2009
3.8
4.17
Fall 2008
3.7
4.03
Spring 2008
Fall 2007
3.3
3.59
2.9
1,985
2,036
2,491
2,500
2,360
UC ACTION VISIT DATA
2,000
Spring 2008
Fall 2008
1,533
1,524
1,658
1,735
Fall 2007
Spring 2009
1,500
Fall 2009
1,087
1,150
Fall 2010
925
942
Spring 2011
Fall 2011
Spring 2012
473
690
691
731
795
793
702
652
608
578
812
866
1,000
1,044
1,000
Spring 2010
0
Visits (in tens)
Assistance hours (in tens)
Clients
Subjects
75
14
24
42
42
47
51
65
65
68
138
170
230
278
500
Training Your Tutors in Non-Verbal Communication
IT’S NOT JUST WHAT YOU SAY
OVERVIEW
Non-verbal communication is described as the
process of communication through sending
and receiving wordless cues between people.
These messages can be communicated
through body language, paralanguage,
proximity, and silence
 Most researchers purport that 65-93% of all
communication is non-verbal

FUNCTIONS

Researchers have identified six major functions of nonverbal communication

Accenting


Complementing


e.g., When I want you to stop speaking so I can talk I put one hand
out, with the palm facing forward and turn away slightly
Repeating


e.g., Saying “I’m alright” with tears in my eyes and/or quivering voice
Regulating


e.g., Biting my fingers while saying I’m nervous
Contradicting


e.g., A raised eyebrow might accompany an expression of surprise
e.g., With car keys in hand, coat and hat on, I can announce: "I'm
leaving now," as I walk toward the door.
Substituting

e.g., A head nod or shake
NON-VERBAL COMPONENTS

Body Language: nonverbal, usually
unconscious, communication through the use
of postures, gestures, facial expressions, and
the like. Actions come without consent or
consciousness, they can indicate aggression,
attentiveness, boredom, relaxation, etc.
NON-VERBAL COMPONENTS

Kroehnert’s (2006) 5 teacher errors in body
language
1. nasty personal habits
2. being too stiff
3. blocking or touching the face
4. pointless hand gestures
5. tapping or shaking legs and/or hands
NON-VERBAL COMPONENTS CONT.

Paralanguage: the communication effect of the
speech, pitch, volume, tone, and connectivity of
spoken words.
 Your
tone should reinforce the verbal message you
are conveying.
 Vocal intonation is probably the most valid and
understood area of non-verbal communication
NON-VERBAL COMPONENTS CONT.

Silence: absence of any sound or noise
 Silence
can communicate comfort, companionship,
or support; it can indicate that he listener cares
enough to stay present even if words aren’t being
spoken.
 Silence can motivate students to answer questions.
 It is also a cue to if/when a student needs help.
CAN YOU READ THEIR BODY LANGUAGE?
CAN YOU READ THEIR BODY LANGUAGE?
CAN YOU READ THEIR BODY LANGUAGE?
LIST OF EMOTIONS
Shy/Bashful
 Angry
 Enthusiastic/Joyful
 Fearful
 Bored

Frustrated
 Skeptical
 Stressed/Anxious
 Sad

STAFF FEEDBACK

Feedback from our tutoring staff?
Entertaining
and
meaningful.
This session
made me think
about the cues
I want to send
my clients
It was nice to revisit
some concepts of
nonverbal
communication &
how it can apply to
tutoring.
Learned to
recognize
body
language.
Fun activities. It
was good to be
involved in the
discussion.
TUTOR TRAINING EVALUATIONS

How did The NonVerbal training rank
on the evaluations
scale of Usefulness
as compared to the
other sessions
offered? (1=least
useful – 5= very
useful)
QUESTIONS??