Verbal and non-verbal communication

EQ (Emotional Quotient), is a phrase popularised by writer Daniel Goleman. Many individuals with intellectual disabilities may be very emotionally intelligent and be very skilled at reading others’ emotions and finding ways to be pleasing or agreeable to other people.Simply because someone has an intellectual disability, it is a mistake to think that you cannot hurt their feelings or that they cannot tell when you are ignoring or patronising them. In a previous step, you have already learned about building rapport with the person. This goes beyond just the words that you use.Emotional intelligence is the capability of individuals to recognize their own emotions and those of others, discern between different feelings and label them appropriately, use emotional information to guide thinking and behavior, and manage and/or adjust emotions to adapt to environments or achieve one’s goal(s).
Non-verbal communication
It has been understood since the 1960s that the majority of our communication can be non-verbal, thanks to the work of Albert Mehrabian.During health assessments, it is a useful reminder to us that we need to consider:- Whether we make eye contact,
- The place where and position in which we sit,
- Whether we stand to greet the person,
- The gestures that we use during the consultation,
- The level of appropriate physical contact we make with the person.
Being aware of our communication
How we say what we say, such as the speed, tone and volume of our voice will all have an effect on the way in which our communication is received and responded to by the person with an intellectual disability. The same words, but spoken in a brusque or patronising tone can have the opposite effect of what was intended.Communication is also cultural. The culture in which the person has grown up can affect what they think is appropriate behaviour. They may not wish to shake your hand if they are of a different gender to you, for example. They may challenge your opinion in a way that other patients do not. This does not relate to their disability; it is a reminder that all patients have a cultural history that you need to remember.Not everyone can get non-verbal communication right all of the time. We can all misinterpret each other and fail to communicate over misunderstandings. This is also true for people with an intellectual disability.Tips for non-verbal communication during health assessments
Consider these questions when you are communicating with a person with an intellectual disability.- Are you focusing on the person? Are you making eye contact with them? Are you facing in their direction?
- Are you sitting or standing in a position that can be intimidating, e.g. behind a desk, on a raised platform?
- Are you assuring them, by your behaviour, that you are interested in what they have to say and that you have time for this consultation?
- If they have difficulty speaking, do you look uncomfortable or strained when trying to understand them?
- Do you adopt a sing-song tone of voice, like when you are speaking to a young child?
- If you are someone who gets exasperated easily, how do you express this, e.g. sighing, eye-rolling? How can you keep that behaviour in check?
- Can you pick up tension or anxiety from the person’s behaviour? Are their eyes darting about? Are they wringing their hands?
In your experience
- Think about a person you have met who displayed anxiety. What non-verbal body language did they show?
- What steps could you take to make them feel more at ease?
Improving Health Assessments for People with an Intellectual Disability

Our purpose is to transform access to education.
We offer a diverse selection of courses from leading universities and cultural institutions from around the world. These are delivered one step at a time, and are accessible on mobile, tablet and desktop, so you can fit learning around your life.
We believe learning should be an enjoyable, social experience, so our courses offer the opportunity to discuss what you’re learning with others as you go, helping you make fresh discoveries and form new ideas.
You can unlock new opportunities with unlimited access to hundreds of online short courses for a year by subscribing to our Unlimited package. Build your knowledge with top universities and organisations.
Learn more about how FutureLearn is transforming access to education