Page 50 - IC38 GENERAL INSURANCE

1. Body language

Body language refers to movements, gestures, facial expressions. The way we
talk, walk, sit and stand, all says something about us, and what is happening
inside us.

It is often said that people listen to only a small percentage of what is actually
said. What we don‟t say speaks a lot more and a lot louder. Obviously, one
needs to be very careful about one‟s body language.

a) Confidence

Here are a few tips about how to appear confident and self-assured, giving
the impression of someone to be seriously listened to:

 Posture – standing tall with shoulders held back.
 Solid eye contact - with a "smiling" face
 Purposeful and deliberate gestures

b) Trust

Quite often, a sales person‟s words fall on deaf ears because the audience
does not trust her – her body language does not give the assurance that she
is sincere about what she says. It is very important to be aware of some of
the typical signs that may indicate when one is not honest and believable
and be on guard against them as listed below:

 Eyes maintaining little or no eye contact, or rapid eye movements
 Hand or fingers are in front of one‟s mouth when speaking
 One‟s body is physically turned away from the other
 One‟s breathing rate increases
 Complexion changes colour; red in face or neck area
 Perspiration increases
 Voice changes such as change in pitch, stammering, throat clearing
 Speech – slow and clear with tone of voice kept moderate to low

Some body movements that indicate defensiveness and non-receptivity
include:

 Hand/arm gestures are small and close to one „s body
 Facial expressions are minimal
 Body is physically turned away from you
 Arms are crossed in front of body
 Eyes maintain little contact, or are downcast

If your customer expresses any of these, perhaps it is time you checked
yourself and paid more attention to what is going on in the customer‘s mind.

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