Body language in communication skills

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This post was last edited by Watcher Star on 2015-9-23 at 11:12. Body language in communication skills: When interviewing salespeople, their communication skills, especially those when interacting with clients, are of great importance. One important communication skill is to avoid directly addressing the client’s problems. Although all salespeople treat their customers as gods as much as possible, it is undeniable that these “gods” also have their own shortcomings. Sometimes, they might use you as a scapegoat because they were criticized by their bosses in the morning ； Sometimes, the conditions they propose are too harsh ； Sometimes, their needs are quite obvious, but they refuse to admit them... As for the various problems raised by customers, it’s sufficient for salespeople to be aware of them; generally, it’s better not to point them out directly, let alone criticize them harshly and \"honestly\" – such direct criticism will surely hurt the customer’s self-esteem. Sometimes, salespeople elaborate on those unimportant flaws, and customers will think you are a realistic salesperson. When talking, be confident and sincere to leave a trustworthy and positive impression on the client. For questions that are difficult or impossible to answer, honestly tell the customer without hiding anything. One of the most important aspects of communication skills is the use of body language. American communication expert Albert Mehrabian proposed a formula: the total expression of information = 7% tone of voice + 38% volume + 55% body language. Since we consider both voice and body language as symbols of non-verbal communication, only 7% of information exchange in interpersonal interactions and sales processes takes place through spoken words. 　 Eye contact is the most expressive form of non-verbal communication in interpersonal interactions. “Idioms such as “communicating through glances” and “secretly sending loving looks” vividly illustrate the important role of eye contact in the exchange of emotions among people. 　　During a sales presentation, the speaker should look at the listener to show interest ； The speaker should avoid making eye contact with the other person, unless their relationship is close enough to allow them to communicate through eye signals. Only after saying the last sentence did the speaker look the other person in the eyes. This is expressing a question: “Do you think what I said is correct?” ”Or imply to the other person that “it’s your turn to speak now.” 　　In interactions and sales processes, the way people look at one another also varies depending on a person’s status and confidence. In an experiment, a marketing expert had two female college students who did not know each other discuss a problem together. One of them was told in advance that her conversation partner was a graduate student, while the other was informed that her partner was a high school student who had failed the entrance exams several times. Based on observations, female students who considered themselves to be of higher status maintained confident eye contact with their interlocutors throughout both listening and speaking, whereas those who thought of themselves as having a lower status rarely made eye contact while speaking. In daily life, it can be observed that the proactive party tends to look at the other person more often, while the passive party looks back less frequently. 　　At the negotiation table, a person’s clothing also conveys messages and communicates with the other party. Italian actress Sophia Loren said, “Your clothes often indicate what type of person you are; they represent your personality. A person who meets you tends to judge your character based on your clothing.” ” 　　Clothing itself does not speak, but people often wear certain types of clothing in specific situations to express their thoughts and suggestions. In business interactions, people always choose appropriate clothing that suits the environment, occasion, and their counterparts. At the negotiation table, one could say that attire is an extension of the seller’s “self-image”. The same person, with different clothing, can give completely different impressions and have varying effects on those they interact with. 　　A salesperson’s posture reveals their attitude. If the muscles in various parts of the body are tense, it may be due to inner stress and restraint; this often happens when interacting with people in higher positions than oneself. Sales experts believe that physical relaxation is a form of information transmission. An inclination of over 15 degrees backward is extremely relaxing. A person’s thoughts and feelings are reflected in their posture; tilting slightly toward the other person shows enthusiasm and interest ； Lift oneself slightly to show humility and courtesy ； Leaning back, appearing nonchalant and dismissive ； Turning the body to the side shows disgust and contempt ； Turning one’s back on people shows a disregard for them ； Waving away one’s sleeve to leave is a sign of refusing to engage in a relationship. 　　Our country has a tradition of placing great importance on one’s posture in interactions, considering it an indication of a person’s upbringing; hence, there is the saying that a true man should \"stand like a pine, sit like a bell, and walk like the wind.\" In Japan, department stores have specific standards for the bowing and bending done by their staff: a 30-degree bow when greeting customers, a 45-degree bow while assisting them in choosing products, and another 45-degree bow when seeing customers off. If you want to make a good first impression on the other party during the sales process, you should first pay attention to your posture when meeting them. If you meet someone with your head down and in a listless manner, they will assume that you might not be welcome ； If you don’t make eye contact with the other person and keep looking around, they might doubt your sincerity in selling. Once, the famous Italian tragic actor Rossi was invited to a banquet to welcome foreign guests. *At that time, many guests asked him to perform a tragedy, so he recited some \"lines\" in Italian. Although the guests couldn’t understand the content of his \"lines,\" his emotional tone and sad expression moved everyone so much that they shed tears of sympathy. But an Italian couldn’t help laughing; he ran out of the venue and kept laughing non-stop. It turned out that this tragic star wasn’t reciting any lines at all; rather, he was reading the menu from a banquet. 　　Using tones appropriately and naturally is a condition for smooth communication and successful sales. Generally, a gentle tone indicates honesty and friendliness; there is naturally some tremor when excited, and the tone becomes slightly lower when expressing sympathy. No matter what is said, if it’s in a sarcastic tone, it comes across as mocking ； Humming with a nasal tone often conveys arrogance, indifference, anger, and disdain; it lacks sincerity and can be offensive. 　　A smile comes from happiness, and the joy it brings creates more happiness. In the process of selling, a simple smile allows both parties to convey through that genuine smile the message: “I am your friend.” Although a smile is silent, it conveys many meanings such as happiness, joy, agreement, and respect. As a successful salesperson, always keep a smile on your face, everywhere you go.