Observing people's behavior & what it means
Typically this is done in conjunction with in-person interviews because what people say to you isn’t always how they truly feel. Watching people’s behavior gives you a better understanding of their gut reaction whereas listening to their responses is about how they are translating the information in their brain. In essence, you are trying to anecdotally/qualitatively understand what the individual means with their words and actions combined.
Interpreting Social Cues
BODY LANGUAGE
Crossed Arms: Person feels defensive or closed-off
Hands on Hips: Person is feeling defensive and/or trying to be authoritative or aggressive
Clenched Fist: Can indicate anger and frustration
GESTURES
Clasping the hands behind the back might indicate that a person is feeling bored, anxious, or even angry.
Rapidly tapping fingers or fidgeting: Person is bored, impatient, or frustrated. This can also sometimes be a tick or anxiety related
Thumbs up or thumbs down: Thumbs up is a common sign of approval, whereas thumbs down is a common sign is disapproval or dislike
“Okay” Gesture: Thumb to the index finger forming a circle with the three other fingers sticking up is a sign showing “okay” or “all right”
POSTURE
Open posture involves keeping the trunk of the body open and exposed. This type of posture indicates friendliness, openness, and willingness. Colloquially, this is known as “manspreading” because it’s common for men to sit this way.
Closed posture involves hiding the lower half of the body often by hunching forward and keeping the arms and/or legs crossed. This type of posture can be an indicator of hostility, unfriendliness, and anxiety. Women frequently sit this way, women’s fashion and society have some influence on this.
FACIAL CUES
Excessive Eye Blinking: Person is uncomfortable or distressed
Extended Eye Gaze: Person is interested and paying attention
Prolonged Eye Contact: Person can feel threatened or try to be threatening to another person
Breaking Eye Contact and frequently looking away: Person is distracted, uncomfortable, or trying to conceal his or her real feelings
Infrequent Blinking: Person is trying to control eye movements and is aware of body language being watched (ex. Poker face)
Tightened Lips: Show that a person may disapprove, distaste, or distrust
Biting Lips: Shows that a person may be worried, anxious or stressed
Mouth Turned Up/Down: If it’s turned up it might mean that the person is happy, but if it’s turned down it might said they do not approve or are unpleased
Documentation
HOW TO DOCUMENT:
During an in-person interview, have a new interview sheet for every user. You should make notes of the behavior next to the question on the interview sheet so you know exactly when they reacted.
If you are observing at a distance sometimes you can use audio recordings and describe the play-by-play or you can also write it down. In some states, it is legal to record video of someone in a public setting and distribute the video without their consent. However, it is not always necessary and ethical to do so.
WHAT TO DOCUMENT
Each record should contain the minimum:
Person
Behavior
Setting (location)
Date and Time
Things you can add later
Age
Sex
Household
Marital status