The Effect of Non-lexical Verbal Signals on the Perceived Authenticity, Empathy and Understanding of a Listener

Abstract

Active listening plays an important role in the relationship between clients and therapists. Here, we investigated whether variations of the confirmatory nonlexical verbal communication signal “mmh” influenced perceived authenticity, empathy and understanding of a listener. Eighty-one participants were in a conversation with an interviewer and reported about a difficult work experience. They were randomly assigned to one of three groups: The control group did not receive any verbal feedback from the interviewer; In one experimental group (1x-mmh), the interviewer uttered several monosyllabic confirmatory nonlexical verbal signals (“mmh”) during the presentation; In a second experimental group (3x-mmh) the interviewer voiced several three syllable “mmh-mmh-mmh” while listening. All participants were then asked to rate the perceived authenticity, empathy and understanding of the interviewer. Participants in the 3x-mmh condition rated the interviewer to be significantly less authentic than those in the other two groups. No differences in reported empathy and understanding were found. The use of consecutive confirmatory nonlexical verbal signals (“mmh”) - at least as currently implemented - may influence the perceived authenticity of a listener.