Non–verbal signals are an important indicator of people’s feelings, however, it is hard to support claims such as 70% of what we say is conveyed non–verbally. You need only to take a part of any discussion on television and play it without the sound to discover that you have little to no idea of what is being said.
A more accurate view of the relationship between non–verbal and verbal communication is that they work together. For instance, if a shop assistant looks annoyed and says “Have a nice day!” the mixed message is difficult to interpret, but as humans, we tend to choose the non–verbal message because we reason that the person has less control over that aspect of communication. A person’s body language can be portrayed through smiles, frowns, eye–contact and body movement as well as through the furnishing and arrangement of offices, the house lived in, the clothes worn and the accent cultivated.
Our very own Ava Lucanus has written an article discussing how even though you cannot physically be seen by your customers over phone, a number of factors can effect your tone of voice and communication to them. Ava has also given some great tips on how to overcome these factors.
For the full article please click here .