Just the other day a sales person told me she would do whatever it took to make me happy and that really ticked me off! Why would that be? Shouldn’t I be thrilled that she was offering to do whatever it took to make me happy? No, because the words didn’t match her body language. As she was telling me she would do whatever it took to make me happy, she had her hands on her hips, her legs spread apart and was looking down at me. It really came off as, “you really are being a pain lady so what does it take to get rid of you?” This salesperson will probably not realize why she lost a customer. Always remember that a person will listen more to your body language than to your words spoken!
You see, over 65%-90% of every conversation is interpreted through body language. We react more to what we think a person meant than to the words that are said. So you need to think about whether your body language matches the words you are saying. If a person tells you “you are doing a great job” with a big smile on their face and a relaxed body, you will probably believe them. On the other hand if a person says “you are doing a great job” and their teeth are gritted, they have a half smile and a stiff body , you will be confused as to what they really meant after they walk away. Most likely you will feel that you are actually not working up to par, but you will not be sure why.
Anne Warfield, www.impressionmanagement.com