Lulu Cheng Meservey Highlights Dominance of Non-Verbal Cues in Communication, Even in Absentia

Washington, D.C. – Lulu Cheng Meservey, a prominent communications expert and former Chief Communications Officer at Activision Blizzard, recently underscored the critical role of non-verbal communication, particularly tone of voice, in shaping perception, even when visual cues are absent. Her insights, shared via a tweet, referenced the widely discussed "7-38-55 rule" to illustrate how much of a message is conveyed beyond spoken words.

Meservey's tweet emphasized, > "There’s a lesson here. The issue isn’t what she said. People forget that only a tiny part of communication comes from actual words (7%). Most of how we’re perceived comes from body language (55%), then tone of voice (38%)." She further elaborated on a scenario where a person was behind a curtain, noting, > "Since she was behind a curtain, the guys had no visual cues. Fairly or not, their verdicts would’ve been based almost entirely on her voice."

The "7-38-55 rule," attributed to psychologist Albert Mehrabian, suggests that in conveying feelings and attitudes, 7% of communication is verbal (words), 38% is vocal (tone of voice, pitch, speed), and 55% is visual (body language, facial expressions). While often broadly applied, Mehrabian himself clarified that his research primarily focused on situations where there is incongruence between verbal and non-verbal cues, particularly concerning emotions or attitudes. In such cases, non-verbal elements tend to be more trusted.

Meservey's application of this principle highlights its relevance in modern communication, where virtual interactions often limit visual input. Her point, "This is worth remembering when doing calls or meetings or interviews," suggests that in the absence of body language, the tone of voice carries significant weight in how a message is received and interpreted. This becomes crucial in audio-only calls or even video calls where participants may not be fully visible.

As a co-founder of Trailrunner International and former Head of Comms at Substack, Meservey has extensive experience in strategic communications and public relations. Her career has focused on helping companies and individuals craft impactful messages and navigate complex public narratives. Her ongoing commentary often provides tactical advice on effective communication, emphasizing authenticity and understanding audience perception.