If the customer service rep says, “I really wish I could help you,” with a frown and his arms folded firmly across his chest, do you believe him?
Research has discovered that 55% of the message we communicate is through our body language! Facial expression, posture and gestures actually say more to the other person than the words we speak.
Surprisingly, words only account for 7% of the message we send.
(The remaining 38% of what we are communicating is expressed through the tone, pitch and volume of one’s voice.)
Next time you have something important to say, consider not just your words, also the message your body and voice are communicating. When you send conflicting messages through your verbal and non-verbal cues, the non-verbal message wins every time.
To your communication success,