[expand title=”Body Language and Non Verbal Communication “]
It’s important for sales professional to research a little bit more into the above and I read a few articles online to familiarize myself with body language.
When meeting a client for the first time and conducting a presentation, observing their body language or non verbal communication is critical because you will know when they are bored and not paying attention or if their interested in your services or even like / trust you.
An uncomfortable client can turn the meeting into a disaster if not caught early and acknowledged. You will also be able to gauge if the client is giving you the full details, whether he / she likes you, whether or not your client thinks you know what you’re doing, etc.
There are several critical body language sign or non-verbal communication we have to look out for when meeting a client:
Gauge how close someone is to you
• The closer they are, the warmer their opinions are of you. The farther away that someone is, the less they care. This depends on the country that you’re in and their culture. To be on the safe side, when meeting a client stand approximately 2 to 3 steps back when greeting them.
Watch their head position.
• Overly tilted heads are either a potential sign of sympathy, or if a man smiles while tilting his head, he is flirting. Alternatively, the person is trying to convince you of their honesty.
• Lowered heads indicate a reason to hide something. Take note if someone lowers their head. If it is when he is complimented, he may be shy, ashamed, timid, keeping distance from the other person, in disbelief, or thinking to himself. If it is after an explanation, then he may be unsure if what he said was correct.
• Cocked heads mean that they are confused or challenging you, depending on eye, eyebrow, and mouth gestures.
Look into their eyes
• Liars will consecutively look at you and look away a number of times; however, some liars will make more eye contact than usual in an attempt to make you believe they are telling you the truth.
• People who look away while supposedly listening to you are thinking about something else.
• Some cultures believe that looking at someone in the eyes is a sign of disrespect.
• Auditory learners may look from side-to-side and repeat phrases in an effort to retain information.
Check their arms
• People with crossed arms are closing themselves to social influence. The worst thing that you can do to people with crossed arms is to challenge them in one way or another. Though some people just cross their arms as a habit, it may indicate that the person is (slightly) reserved, uncomfortable with their weight (therefore trying to hide it), or just trying to hide something on their shirt.
• If someone rests their arms behind their neck, they are open to what is being discussed and interested in listening more. They may be waiting to state their opinion on the matter.
• Look at the location of their hands. If their hands are in their pockets, then they are more relaxed.
Be aware of nervous gestures:
• If someone brushes their hair back with their fingers, this may be preening, or their thoughts about something conflict with yours. If you see raised eyebrows during this time, you can be pretty sure that they disagree with you.
• If the person wears glasses, and is constantly pushing them up onto their nose again, with a slight frown, that may also indicate they disagree with what you are saying. Look to make sure they push up their glasses with an intent, not casually adjusting them. Look for pushing on the rim with two fingers, or an extra motion of wiggling the side of their glasses. The frown or raised eyebrows should tip you off.
• If they are playing or fiddling with their hair (a girl may twirl a lock of her tresses around a finger), they are feeling self-conscious or possibly uncomfortable.
• If someone is biting their lip, they are anticipating something or holding back.
• Lowered eyebrows and squinted eyes illustrate an attempt at understanding what is being said or going on. It’s usually sceptical. (Or maybe they have a problem seeing things e.g. short-sightedness, astigmatism…)
Watch their feet:
• A fast tapping, shifting of weight or movement of the foot will most often mean that the person is impatient, excited, nervous, scared, or intimidated.
• Slowly shifting weight usually means that someone is distracted, uncomfortable, or bored. Just a note on the above, this also works both ways. It’s not only the sale person is observing the client body language; however some clients will lookout for all the above at a sales person during a meeting or presentation. Therefore we have to be aware of our body language and non verbal communications as well.
Just a note on the above, this also works both ways. It’s not only the sale person is observing the client body language; however some clients will lookout for all the above at a sales person during a meeting or presentation. Therefore we have to be aware of our body language and non verbal communications as well.
[expand title=”Tips to Good Conversation “]
By: Dessy Barnaby
Conversation is part of our every day life and one of the biggest keys to showing your confidence is in through conversation.
Establishing good conversation is no easy task, if you ever find yourself having to run away from a conversation or stuck in the middle of an important conversation without knowing what to say. These few guidelines will help you in sustaining a good conversation.
1. Be genuine.
In establishing any good conversation, be you the sender or the receiver, it’s important for us to be genuinely interested in the conversation that we are involved in.
Be it a conversation that you start out of need or courtesy, you have to actually want to talk to them. Conversation is a two way street where both parties should want or need to talk to each other, otherwise do not start a conversation to begin with.
2. Create and know the comfort zone.
Ruling out any angry or irate situation as the base of the conversation, it is good to always appear friendly in a conversation. Both parties have to be comfortable with the topic and if you are the one who is initiating the conversation, making sure the topic is not something beyond their comfort zone is very important.
Topics such as sexism, religion or politics are often categorized as sensitive so it’s important for the sender to find out the other party’s topic comfort zone than assuming otherwise. In a good conversation, it is equally important for both parties to feel comfortable to establish good communication flow.
3. Be a good listener.
Another important key element in a conversation is to be a good listener; it helps the flow if you are genuinely paying attention to the other party’s conversation.
Good conversation requires you to understand the flow completely and that comes with good listening. Pay attention to what the other person is saying because it will be insulting if you are dumb founded asking the questions to the answers they have already mentioned.
So unless you are prepared to listen to them, do not attempt to start the conversation to begin with! Because failing to listen will disrupt the communication flow.
4. Allow them to think and speak.
This is the part where you stop talking and actually do the listening. It’s true in conversation you have to listen, and in order for that to happen the other person has to be saying something and they can’t do it if you are talking. So usually after stating a few points in a conversation, you are required to pause and wait for their response.
The other person requires thinking and processing time, so allow them to take a few moments to actually digest the topic. Often than not most of us are not comfortable with any silence in a conversation. A wise communicator has to be able to feel comfortable during any silence during a conversation.
In any scenario, do not make them become uncomfortable and awkward by becoming impatient and repeating yourself. Give some space to the other party and do not continue the conversation until you get some good indication that they are listening or understanding the topic of the conversation.
Understanding the fundamental keys to a good conversation not only will make you a better communicator, but it will also aid you in many aspects during a conversation to always keep the communication effective.
[expand title=”The Art of Opening Your Mouth”]
By: Dessy Barnaby
For a country which claims English as our second most widely used language, the standard of our English is highly questionable. That brings us to a complete new set of questions; is it our English education standard dreadful or was it the mentality of us that is in need of some major re-touching.
This problem has been addressed thousands if not millions of times before; Newspaper covered it, article after article. Talk shows, episode after episode. Thousands of Independent blogs not to mention critics and social tale tell. So what really is the big deal about opening our mouth and initiating a conversation; In English!
Why is something as simple as opening our mouth I call it an “art”. In reality is when you hear people speak, how many of them actually really open their mouth. The art of good communication lies in constant practice. It has little deal with the amount of books you have read, the many degrees you attained or worse your ancestry.
To allow you to communicate effectively and correctly, one have to be ready to make mistakes. Effective learning and Ego do not get along well, especially for adult.
So when one told me that they can not communicate properly because they have not enough confidence. The real deal here is there is too much confidence, too big amount of a confident in holding onto their ego and let it get the better of them. So instead of trying and keeping an open mind and learn, I will rather hold on to my pride and convince myself that I am lousy at it.
There is no such thing as I can not speak, it is the unwillingness in that individual to swallow their pride, get over their ego, learn to make mistakes and feel good about it. To some adults, making mistakes is unacceptable. But unfortunately to me, that’s one of the most effective learning ways.
So unless one is willing to start opening their mouth whole heartedly, there is no such need to aim for the star and wanting to be a great speaker by reading all the best books around or hiring the most expensive coach in the country to teach them of the best techniques.
The key to improving your communication is indeed; simply opening your mouth and let the sound come out as they are suppose to be. When one have got that covered, then the learning starts.
[expand title=”We are a TEAM. Are you?”]
By: Ken Ng Kien Mun
I was experiencing running a few Teambuilding training programs for corporate. Interestingly, I found few common problem and challenges that the participant and organization encounters during the program.
Firstly, despite greater emphasis on teams, there is confusion between what exactly a team is and what a group is. The differences between the two are subtle yet significant.
“A TEAM is a small group of people with complementary skills who are committed to a common purpose, performance, and approach for which they hold themselves mutually accountable”
“A GROUP is a large group of people working together where goals or objectives are either personal or unclear, information is given on a ‘need to know bases’, trust and openness are measured, conflict is accommodated and feelings aren’t part of work”
Secondly, I discover that organizational face difficulties and challenges building, developing and maintaining a TEAM.
No ROLE Models:
• Team at the top of organizations are the most difficult to create
• Top teams do not always set the best examples of how to work together
No Performance MEASUREMENTS:
• The organization does not measure performance
• Teams needs to needs to deliver results otherwise why do we have them?
Too many TEAMS:
• Teams are seen as the answer to every solution
• If every ‘time a problem or a new challenges arises, the answer is ‘let’s put together a team’
Emphasis on INDIVIDUALS:
• Organization recognizes individuals and not teams
• The appraisal scheme are geared to individual performance
CULTURE of competition:
• The organization’s culture does not encourage co-operation
• If the culture is one where taking risks is not promoted and making mistakes is remembered, people will play safe.
Too many PEOPLE:
• The larger they are; the more difficult to communicate with and control
• The greater the danger that sub groups will form, increasing the potentials for conflict
[expand title=”Improving Individuals and Team through Experiential Learning”]
Adventure / Outdoor Education is an educational vehicle for self discovery and personal growth outside the traditional classroom atmosphere. The emphasis is on relationship concerning people and natural ingrown resources found in them.
Adventure Education encompasses two relationships, interpersonal and intrapersonal.
- 1. Interpersonal Relationship refers to;How people relate in a group? These involve communication, cooperation, trust, conflict, resolution, leadership and influence – etc.
- 2. Intrapersonal Relationship refers to:How an individual deals with self. These include self-concept, spiritually, confidence, self efficiency, and awareness – etc.
- PROCESSThe process of Adventure Education involves excitements, unknown, unexpected events and experience where reflection and learning takes place. Group and individuals will experience adventure activities and events which will involve problem solving and challenges with task to accomplish.The problem solving requires decision making, judgment, cooperation, communication and trust. The challenge may take the arm of testing one’s competence against mental, spiritual, social and physical risk.
By responding to seemingly insurmountable task and challenge, group and individual learn to overcome and manage self-imposed perceptions of their capabilities to succeed. They become more accommodating, cooperative and challenge seeking after interacting with others. Group and individual learn to understand feelings, expectations and inspiration from others fun and challenges.
The ‘Adventure Learning’ environment will revitalize and cause individuals and groups to be more dynamic and pro active approach in decision making, accountability and refresh understanding of the individuals and teamwork. Adventure education is using unique social setting in a high impact environment which design to increase the participant’s self awareness, self esteem and acceptance of other.
The components of the PROCESS:
- • Participant:In general, participant must have self-motivation towards, agree with, and commitment to the program before they will benefit from the experience
- • Physical Environment:The physical environment should be as unfamiliar as possible to the participant as contrast from the experience.
- • Social Environment:– The most effective group is large enough to have diversified behavior types and backgrounds, yet small enough that cliques based on these types are not likely form;- Large enough to have conflict, yet small enough to manageable to resolve;
– Large enough so that the nature of the common objectives becomes a collective consciousness, yet small enough for the individual conscious is never lost.
- • Challenge & Task:– Ideally, these should be introduced in a sequence of increasing difficulty, they should be concrete and manageable, and should draw on participant’s mental, emotional and physical resources.
- • Stress & Anxiety:– When one is place in a new physical and social setting that contains a host of unfamiliar, unavoidable tasks, some stress and anxiety will develop.- Individual response to these stresses may be positive (mastery) or negative (defeat, withdrawal). These exist the possibility of either raising or lowering one’s opinion of oneself
– Challenge must be designed to permit participant a high probability of mastering the task.
– Task which is impossible to perform and / or stress that goes beyond optimum level will create sense of defeatism and the participant will probably be reluctant to continue the program.
- • Competence & Mastery:– Participant usually find it rewarding to solve new reasonable and worthwhile problems within supportive group and in a stimulate environment.- Since participant does not often have a chance to master such a problem elsewhere, the experience may give them different, more complete perceptions of themselves. New awareness, attitude and values will help to make them better equipped and ready to tackle future challenges.