2.7 Explain how an individual’s verbal and non-verbal responses inform own responses during an interaction

This guide will help you answer 2.7 Explain how an individual’s verbal and non-verbal responses inform own responses during an interaction.

In health and social care, good communication is a central part of supporting people well. Every interaction with someone needs sensitivity and skill. This is because your own responses should match what the individual says (verbal responses) and what they show through their body language or actions (non-verbal responses). Responding well can build trust and help the individual feel understood.

This guides looks closely at how both verbal and non-verbal responses from an individual guide your own behaviour, words, and reactions in conversations or care interactions. You will see why it’s necessary to observe closely, adapt your own approach, and communicate in a way that meets the individual’s needs and feelings.

What Are Verbal and Non-Verbal Responses?

Verbal Responses

Verbal responses are the spoken words or vocal sounds someone makes. This might include:

• Direct answers to questions
• Comments about how they feel or what they want
• Tone of their voice (how loud, soft, angry, or calm it sounds)
• Changes in speed or volume when talking
• Words that may signal discomfort, distress, or happiness

Non-Verbal Responses

Non-verbal responses refer to everything communicated without words. This includes:

• Facial expressions (smiling, frowning, raised eyebrows)
• Eye contact or looking away
• Gestures or hand movements
• Body position (open, closed, turned away)
• Physical distance from others (close or avoiding)
• Breathing patterns (quick, shallow, relaxed)
• Use of touch (where appropriate)

Non-verbal communication often says as much—or more—than words alone. People may not always say how they really feel, but their body language, expressions, or actions can give clues.

Responding to Verbal and Non-Verbal Cues

Every person is unique. They have their own way of expressing thoughts and feelings. Some may say very little, while their body language says a lot. Others might speak at length but avoid eye contact, showing nervousness. If you only listen to the words, you might miss how someone truly feels. Watching and listening to both types of communication helps you respond in a way that suits the person in front of you.

By being attentive to these cues, you can:

• Avoid misunderstandings
• Notice distress or discomfort early
• Offer the right support at the right time
• Build stronger relationships and trust
• Change your approach if the first response isn’t right

Now let’s look at how this works in day-to-day practice.

Recognising Verbal Responses

Being observant during conversation means more than just waiting for your turn to speak. It’s about tuning in to everything the person says. This includes:

• Listening for direct statements (“I’m in pain,” “I don’t want to talk about that”)
• Noting indirect phrases (“I’m fine,” when body language says otherwise)
• Picking up hints or incomplete sentences, which may show discomfort or upset
• Noting changes in tone, volume, speed
• Hearing laughter or sighs, which can express feelings without clear words

It’s important to listen without judgement and show respect. Avoid rushing or interrupting. Sometimes someone may repeat themselves. This could be a sign of worry or confusion.

Your response might be to:

• Ask open questions to clarify (“Can you tell me more about that?”)
• Use reflective listening (“You seem worried about your medication. Would you like to talk about it?”)
• Give time for silence, allowing space for the person to gather thoughts
• Reassure by showing understanding (“I hear that you’re finding this difficult today.”)

Understanding Non-Verbal Responses

Some people find it hard to use words to explain their needs, especially if they have conditions like dementia, learning disabilities, or communication difficulties. In these cases, non-verbal cues become even more important.

Watch for:

• Facial expressions (surprise, confusion, fear)
• Fidgeting or restless movements
• Tensing up or turning away
• Avoiding eye contact or looking down
• Sudden changes in posture or position
• Lack of response, which might show fatigue or anxiety

People might not always realise when they make these movements. It is your role to notice and interpret what these signals could mean.

For example, if an individual hesitates, looks away, and crosses their arms tightly, they may feel anxious or unwilling to talk. If you only listened to their words—”I’m fine”—you would miss the underlying issue.

Your response could be:

• Pausing and using a gentle voice
• Allowing more personal space
• Checking if the subject of conversation is upsetting
• Trying a different topic or approach

Adapting Your Responses in Real Time

Every communication is a two-way process. Your own behaviour, words, and body language will affect how the individual feels and responds. You need to adjust your reactions based on what you observe.

Here are steps you can use:

1. Observe: Pay attention to all verbal and non-verbal cues.
2. Interpret: Think about what these cues might mean. Is the person relaxed, frightened, sad, confused?
3. Respond: Adapt your approach. This might mean choosing different words, changing your tone, or using more open body language.

Example Scenarios

Scenario 1: Expressed Distress

An individual raises their voice and says, “No, I don’t want medication,” while turning their body away and folding their arms.

• Verbal response: “No, I don’t want medication.”
• Non-verbal response: Closed posture, turning away, tense shoulders.

How you might respond:

• Use a calm, low voice.
• Avoid standing over the person; sit or kneel to their level.
• Gently ask if anything is worrying them about the medication.
• Give the individual time to think without rushing them.
• Acknowledge their feelings instead of insisting straight away.

Scenario 2: Signs of Discomfort

A resident smiles and says, “I’m ready for my shower,” but repeatedly glances at the clock, fidgets, and sighs heavily.

• Verbal response: “I’m ready.”
• Non-verbal response: Fidgeting, sighing, glancing at clock.

How you might respond:

• Notice the signs of hesitation.
• Gently ask, “Does now work for you, or would you prefer to wait a bit?”
• Offer reassurance if the individual seems anxious about time or routine.
• Adjust your own timing if possible, to respect their mood and wishes.

Using Your Own Non-Verbal Communication

The way you use your body language can help to reassure people and draw out honest responses. For example:

• Open body posture (arms relaxed, facing the person)
• Nod or smile naturally to show engagement
• Keep your hands visible (not hidden or clenched)
• Use gentle touch, only if welcomed and appropriate
• Stand or sit at the same level as the individual, not above them

Mirroring someone’s body language can help build trust, but take care not to mimic. Subtle matching of posture or movement can make people feel at ease.

The Role of Empathy

Empathy means trying to see things from another person’s view. It is the ability to pick up on feelings, even if they are not spoken aloud. Being empathic helps you to adjust your own reactions with care and respect.

You might:

• Show concern in your voice if someone sounds unhappy
• Pause and listen, rather than fill silences with talk
• Offer comfort with a gentle gesture, where suitable
• Respect personal space if someone seems upset or withdrawn

By tuning in to someone’s cues, you can set the right pace for conversation, and build a better connection.

Barriers to Interpreting Responses

Sometimes, it can be hard to pick up on cues, for instance if:

• The individual has difficulty speaking or making facial expressions
• There is a language barrier
• The environment is noisy or busy
• You are distracted
• The individual tries to hide feelings

To reduce these barriers:

• Find a quiet, private space for conversation
• Pay close attention and avoid multitasking
• Use alternative communication methods, such as written words or picture boards
• Take time to reflect on what you have observed

If uncertain, check with the individual—”I noticed you seem a bit quiet. Are you okay with what we’re discussing?”

Adapting Responses for Different Individuals

Every person is different. Age, culture, language, and past experiences all shape how someone communicates. Some people need more direct support. Others prefer more independence.

Adapting your responses means being flexible and open-minded. For example:

• With someone who is shy, give time for them to speak and avoid putting them on the spot.
• With people whose speech is limited, focus on eye contact, touch, or visual cues.
• If someone comes from a culture where direct eye contact is not usual, avoid forcing it.

Always treat each person as an individual. Adjust your approach as you learn what works for them.

Communication and Care Planning

Observing and responding well to verbal and non-verbal cues provides valuable information for care planning. You may notice:

• Unspoken worries about care activities
• Signs of pain, even when the person says they feel fine
• Preferences for being alone or with company
• Reactions to routine changes or visits

Recording these observations helps teams improve the quality of the individual’s support. Share important cues with colleagues promptly, so everyone works from the same information.

Reflection on Own Practice

Take time after each interaction to reflect:

• Did you notice all the individual’s cues?
• Did your response fit what they needed at the time?
• What worked well, and what could be changed next time?

Reflection leads to better practice and increased confidence in supporting different people.

Final Thoughts

Responding thoughtfully to both verbal and non-verbal cues makes a difference in the quality of care you provide. People feel valued when you pay attention—not just to their words but to their feelings, actions, and comfort. This builds trust, eases anxiety, and helps people take part in decisions about their own care.

Practice these skills every day. Stay alert, curious, and open. Over time, you will become more confident in reading cues and responding in ways that support each person’s wellbeing. This thoughtful approach lies at the heart of good health and social care.