Non-verbal communication and sign language
For the manager of a company that sells something (in my example, these are website development services, their promotion, etc.), knowledge of non-verbal communication is a big plus. It's even a necessity. After all, you need to monitor not only the movements and behavior of the client, but also control your movements and gestures.
It is impossible for the client to misunderstand the manager and refuse the services of this company just because the manager somehow sat in the wrong way, looked the wrong way or made the wrong move. Each movement has its own meaning and carries its own message to others.
It is necessary to take into account such facts as:
- distance, space between the manager and the client;
- facial expressions;
- body position.
Everyone probably knows for himself that it is not always pleasant when a stranger is too close, i.e. came to an "intimate" distance (closer than 40 cm). And this, most often, immediately causes hostility towards a person, repels him.
To go this distance, you need to inspire confidence in the client, and so that he feels relaxed when communicating with you.
And just by gestures, by behavior, by the position of the body, you can determine how much the client trusts you and how interested he is in the information that is provided to him. The initial task of the manager is to interest the client. After all, what is easy to understand and intelligible to one is not always understandable to another. Each needs its own approach.
Let's imagine a situation. I am a company manager. The client arrives. He is interested in the services of our company. I invite him into the office, he sits down opposite me. And I can watch right away. If the client is very constrained, his arms and legs are crossed, this means that he is in a closed position. And it's not in my favor at all. Those. he does not yet trust me and is very cautious.
My task is to interest the client and inspire confidence. And knowing some moments of sign language, for example, taking an open pose, i.e. no crossing of arms and legs, the body is slightly inclined towards the interlocutor, the palms are turned in his direction, while controlling the tone of his voice, you can already notice how interest appears in the look of the interlocutor. He understands that the manager is set for this meeting and this inspires confidence. The client will also begin to behave more naturally and interestedly.
And there are many such gestures and positions of the body, which help us not only to “read” the client, but also, by applying them on ourselves, to win him over.
In our work, this is very important. Therefore, you cannot ignore body language and rely only on your professional knowledge.
Each client is individual.