Talk to the Hand

The last few posts I've really focused on the "what happens" when we open our mouths and "why" we may be understood as business professionals. Don't forget, (yes, I am repeating myself), most of the meaning we attribute to words comes from nonverbal communication factors: gestures, facial expressions, tone, and body language.

So what? What's in it for my quota attainment? How will I get along better with clients?  How will my patients respond differently?  Well, understanding leads to a change in behavior, so bear with me.

We use body language five different ways. You don't have to memorize these, but think about them! Think how they may have played a role in your business interactions, consultations and presentations: The success or lack of it.

So here are the five roles. In repetition the body language reflects the message the person is making verbally. You look like you are saying what you mean. The best professionals have mastered this! However, in the second role contradictory cues say the opposite of what the words state. Think of one of those sales reps that gave you the "I just don't trust him" feeling. It was because you brain was stepping in to tell you that something was not jiving with the sales message. In the third role, substitution, the non-verbal message is used in place of a verbal statement. For example, a parent can often clearly impart a message to their child with the "look". The child knows clearly what is expected, without a word being spoken. If only we could give the look to some of those difficult customers, huh?

Then there are complementing cues. Complementing cues add to or complement a verbal communication, but may or may not be a positive experience. Think of how a dad's pat on the back in addition to an "Atta Boy!" increases the praise's impact several fold. On the other hand, some more negative complementing cues might be a hand gesture (perhaps while driving?) or a shake of the head. We certainly all know the meaning of "Talk to the hand". What a great complementary cue! A final example is accenting, and it emphasizes or underlines a verbal message. Soviet leader, Kruschev's, famous pounding of his shoe, is a prime example of accenting. It may have worked for him, but would be perhaps a less than optimal idea in a professional setting, even if you are frustrated!

So, remember as professional folk become more skillful at communicating, we really start to understand the importance of nonverbal communication and use it to increase our effectiveness and bottom line.

Next Time: Listening? But I have something to say!




Note:  The thoughts and opinions on Training Wheels are my own, unless otherwise referenced, and are to be food for thought.  If contemplating business changes, these blog posts are not a substitute for consulting your lawyer or accountant. I"ll bet you already figured that out, didn't you?