Why Non-verbal Communication Matters

We believe communication is about so much more than just words. It can be a smile, a gesture, a moment of shared understanding. These small things can make the biggest difference – especially when you’re supporting someone with complex needs.

Many of the people we support live with autism, learning disabilities, or acquired brain injuries (ABIs). For them, spoken language might not be the easiest way to connect. But that’s where non-verbal communication comes in.

What is non-verbal communication?

Non-verbal communication refers to the ways people convey messages and meaning without spoken or written words. We all use non-verbal communication every day – often without even realising it. Facial expressions, hand movements, eye contact, tone of voice – all these cues help us understand each other.

It’s in the look someone gives you when they’re unsure. The way they fidget when they’re anxious. The quiet smile that says “thank you” without saying a thing.

It includes:

• Facial expressions

• Gestures and body language

• Eye contact and eye movement

• Eye gaze (direction and intensity)

• Use of voice (tone, pitch, volume, intonation, speed)

• Vocalisation (‘ers, ums and ahs’, etc)

• Physical contact

• Even the way someone positions themselves in a room

Why non-verbal communication matters in care?

When someone struggles to express themselves verbally, behaviour becomes a form of communication. Understanding that – and knowing how to respond – is at the heart of good support.

Here’s why being tuned in to non-verbal communication matters:

• It helps us understand what someone is really feeling

• It reduces frustration and distress, especially during moments of anxiety or confusion

• It builds stronger relationships, based on trust and mutual understanding

• It puts the person in control, by giving them ways to express choice and preference

For someone who finds verbal communication difficult, these non-verbal cues can be a lifeline. They help express emotions, make choices, and feel seen and understood – without the need for words.

Makaton: One of the tools we use to connect

One of the most effective ways we support non-verbal communication is through Makaton – a language programme that uses speech, signs and symbols to support understanding and expression.

You might’ve seen it used on programmes like Something Special, but Makaton isn’t just for children. It’s widely used in adult care too – especially for people with learning disabilities or limited verbal communication.

At We Change Lives, many of our team members are trained in Makaton. For some of the people we support, it’s a key part of how they express their needs, make choices, and feel involved in everyday life.

Communication is at the heart of care

At the end of the day, good care starts with good communication – and that means listening with more than just our ears.

Whether it's through body language, facial expressions, Makaton signs, or simply being present and patient, our teams are trained to spot the signs that others might miss. Because when we take the time to understand someone’s way of communicating, we give them the freedom to be themselves.

Want to see non-verbal communication in action?

Follow us on Facebook, Instagram, or LinkedIn to see how our teams use Makaton, gestures, and everyday connection to support people with complex behavioural needs – or reach out to learn more about how we can support you or someone you care about 💙