Question

During a conflict, one party maintains a calm tone but uses defensive body language, such as crossing their arms. How does this contradiction between verbal and non-verbal communication affect the resolution process?

Answer 1

During a conflict, if one party speaks in a calm tone but shows defensive body language like crossing arms, it creates a contradiction between verbal and non-verbal communication. While the words suggest calmness and cooperation, the posture shows resistance and unwillingness to accept the other side’s view. Such mixed signals cause confusion, reduce trust, and make the other party doubt the sincerity of the message. As a result, the resolution process becomes slower and more difficult.