Page 118 - engage workbook

Behavioral cues

Much has been written about poker players and their “tells”, but equally most of this is
unproven.

Recent research by David DeSteno* found that people who conversed face-to-face showed
a sizeable advantage in correctly predicting how their partner would behave in comparison
to those who used instant messaging.

This suggests that if you want to build a trusted relationship, you should aim to include a
face-to-face interaction early within your relationship building activities and then be very
conscious of the signals that both you and the buyer send during that interaction.

DeSteno highlights four behavioral cues that indicate being untrustworthy:

• leaning away - suggestive of avoidance

• crossing arms - suggestive of blocking intimacy

• touching hands together - suggestive of anxiety

• touching face - also suggestive of anxiety

A key point though is that the four cues highlighted work together. Multiple use of a single
cue such as leaning back is not a proven indicator of untrustworthiness.

*Source: The Truth About Trust, David DeSteno (2014)

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