Professional Development

22 - Empathy II
When the words are not in tune with some of these channels, the emotional truth lies in how you say something rather than in what you say. An empirical rule, which is applied in communicational research states that 90% or more of an emotional message are of nonverbal nature. These messages are almost always perceived in an unconscious manner, with no specific attention given to the nature of the message. Emotions are basically transmitted by means of nonverbal communication, whereas conduct and gestures are transmitted through acts. In Spanish, we usually say that, in communication, an action is better than a thousand words; we tend to believe more in conduct than in words. Thus, the entire nonverbal communication world is superior in terms of interpersonal relationship and, in such matters, empathy skills are fundamental.