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What do you do if your interior design clients have conflicting nonverbal cues?

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As an interior designer, you know how important it is to communicate effectively with your clients. You want to understand their needs, preferences, and expectations, and deliver a design that meets or exceeds them. But what if your clients send you mixed signals? What if their nonverbal cues, such as body language, facial expressions, and tone of voice, contradict what they say or each other? How do you handle this challenging situation and avoid misunderstandings, frustration, and dissatisfaction? Here are some tips to help you deal with conflicting nonverbal cues from your interior design clients.

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Sofía Galán Rubio

Arquitecta independiente

1 Listen actively

The first step to resolving any communication problem is to listen actively. This means paying attention not only to what your clients say, but also to how they say it, and what they don't say. Try to pick up on subtle clues that indicate their true feelings, such as hesitation, enthusiasm, confusion, or annoyance. Ask open-ended questions to clarify their opinions, needs, and goals. Repeat back what you heard and confirm that you understood them correctly. Listening actively shows that you care about your clients and respect their input.

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Sofía Galán Rubio

Arquitecta independiente
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La comunicación esta compuesta en un 7% por las palabras, un 38% por el tono y un 55% por la comunicación no verbal. En cuanto a la escucha, como podría ser en una llamada o una nota de audio actualmente, es de vital importancia prestar atención al tono puesto que se usa. El tono transmite gran cantidad de matices, puede ser emocional o poner énfasis en ciertas palabras o frases. Un tono de voz entusiasta puede indicar interés y satisfacción, mientras que un tono apagado o indeciso puede se?alar dudas o preocupaciones. A través de las palabras el cliente va a expresar lo que cree que quiere, lo que ha visto o conoce. Ya que en muchos momentos ni siquiera somos capaces de poner palabras a lo que queremos expresar, es la vía menos precisa.

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2 Observe carefully

The second step to dealing with conflicting nonverbal cues is to observe carefully. This means watching your clients' body language, facial expressions, and eye contact, and comparing them to their verbal messages. For example, if your client says they love a certain color scheme, but they frown, cross their arms, or look away, they may be hiding their dissatisfaction or uncertainty. Or if your client agrees to a design proposal, but they sigh, shake their head, or lower their voice, they may be reluctant or unhappy. Observe carefully for any signs of inconsistency or discomfort, and address them diplomatically.

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Sofía Galán Rubio

Arquitecta independiente
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El lenguaje no verbal es el 55% de la comunicación. Observar lo siguiente es crucial para comprender las verdaderas necesidades y preferencias. Expresión facial: ?coincide con lo que está diciendo verbalmente? Postura corporal: Cruzar los brazos, taparse la boca , colocar la mano en la barbilla, puede indicar resistencia, incredulidad o falta de entusiasmo. Contacto visual: depende de la cultura y personalidad. Un contacto visual directo suele indicar interés y compromiso, desviar la mirada, evitar el contacto visual al discutir, puede indicar desacuerdo. Gestos y movimientos: tocar objetos, jugar con su cabello podría indicar ansiedad o indecisión. Los pies. Al estar alejados del cerebro son lo más difícil de controlar y lo más sincero.

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3 Empathize sincerely

The third step to handling conflicting nonverbal cues is to empathize sincerely. This means putting yourself in your clients' shoes and trying to understand their perspective, emotions, and motivations. Remember that your clients may have different tastes, preferences, and expectations than you, and that they may not be comfortable expressing them openly or directly. They may also have different levels of involvement, commitment, and confidence in the design process. Empathize sincerely with your clients and acknowledge their feelings and concerns.

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4 Adapt flexibly

The fourth step to managing conflicting nonverbal cues is to adapt flexibly. This means adjusting your communication style, approach, and strategy according to your clients' needs, preferences, and feedback. For example, if your client is more visual than verbal, you may want to use more sketches, mood boards, or samples to illustrate your ideas. If your client is more analytical than emotional, you may want to use more data, facts, or logic to support your recommendations. If your client is more passive than assertive, you may want to give them more options, guidance, or reassurance. Adapt flexibly to your clients and make them feel comfortable and confident.

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5 Follow up consistently

The fifth step to resolving conflicting nonverbal cues is to follow up consistently. This means keeping in touch with your clients throughout the design process, updating them on the progress, and soliciting their feedback. This also means checking in with your clients after the design is completed, ensuring their satisfaction, and addressing any issues or concerns. Follow up consistently with your clients and show them that you value their opinions and satisfaction.

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6 Learn continuously

The sixth and final step to dealing with conflicting nonverbal cues is to learn continuously. This means reflecting on your communication skills, identifying your strengths and weaknesses, and seeking feedback and improvement. This also means staying updated on the latest trends, techniques, and tools in interior design, and expanding your knowledge and expertise. Learn continuously from your clients and from your experience, and become a better interior designer and communicator.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your interior design clients have conflicting nonverbal cues?

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2

3

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1 Listen actively

2 Observe carefully

3 Empathize sincerely

4 Adapt flexibly

5 Follow up consistently

6 Learn continuously

7 Here’s what else to consider

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