The Role of Verbal and Nonverbal Communication in Public Service Quality
Abstract
This research aims to investigate the influence of verbal, non-verbal communication and language styles in the context of public services on the perceptions and responses of people in Indonesia. The research method used is a qualitative approach with in-depth interview techniques with various respondents representing various backgrounds and experiences. Research findings show that the level of clarity of verbal and nonverbal communication as well as the choice of appropriate language style greatly influences understanding and interaction between public servants and the public, with a significant effect on public satisfaction and participation in public services. Key words: verbal communication, nonverbal communication, language style
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