A double signal appears when spoken words conflict with tone, posture, eye contact, actions, or other nonverbal cues. Treat the mismatch as evidence that something important may be unspoken. section 5.1.1
A downplayed back-office problem
A department head says the back office only needs minor improvements and should not be a priority. Their tense posture and avoidance of eye contact suggest otherwise. Frequent system downtimes, delayed customer responses, and clerical errors strengthen the signal that a significant problem remains unaddressed. section 5.1.1
Use the mismatch as a prompt for investigation:
- Compare stated opinions with tone of voice, posture, eye contact, and actions. section 5.1.1
- Look for concrete evidence rather than treating reassurance as the complete account. section 5.1.1
- Consider whether fear of repercussions, judgment, or conflict is making the issue unsafe to discuss. section 5.1.1
