ABSTRACT
Incidents of violence in the workplace are very often considered to be occasions when communication of any 'normal' sort has broken down. Very many different elements of verbal and non-verbal behaviour are at play in communication. A listener makes eye contact to demonstrate attentiveness and understanding, but can also convey discomfort or confusion, boredom or other reactions to the speaker. Facial expressions show everything from terror to total calm, and they can change very quickly as our thoughts and feelings change. In some cases posture, gestures or movements may have simply become habits, and are not intended to convey anything, though other people may still read meaning into them. One of the most useful of skills is to be able to control your voice in difficult or threatening situations. Making time to listen actively to someone can help establish a relationship and co-operation.
