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body

language

Body language is technically known as kinesics (pronounced
‘kin-EE-sicks’). As we have learned in previous sessions,
communication includes actively listening by verbally responding
and, in some cases, non-verbal responses such as a head nod could
also mean that you are actively listening.
In terms of observable body language, signals are being exchanged
whether they are spoken words or not.

In either case, body language goes both ways:

• Your own body language reveals your feelings and meanings to
others.
• Other people’s body language reveals their feelings and meaning
to you.

Research has shown that spoken words convey 7% of our meaning
and the tone of our voice conveys 55% of our meaning. The
remaining 38% is conveyed by our body language.
Body language can include our posture, gestures, facial
expressions, dress and grooming. How important is body language?
Research shows that when our words and body language contradict
each other, listeners will believe what the body is saying rather
than the words. That's pretty important!
You can use body language to support the positive message you
want to send to customers. Review the next page for a few tips to
enhance your communication using body language.

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