"Silent Speaking"

In sales, we’ve all heard that communication is key. This principle holds true not only in customer service but in life as well. Many of us have learned about body language, which can reveal a client’s receptiveness to what we are saying.

We often hear advice like, “Work on your interpersonal communication skills, and pay attention to non-verbal cues from the client.” This is valid; their gestures can provide valuable insights.

However, I want to flip the script. We should also consider how our own gestures and mannerisms communicate messages. By making a conscious effort to observe our own body language, we can avoid unintentionally sending the wrong signals to clients, which could hinder our efforts. Just as a client's gestures can sometimes convey more than their words, the same can be said for our own.

Thought #1: Pay attention to what you’re communicating without saying a word. Our body language and reactions to a client’s statements can send mixed signals about our intentions.

Thought #2: Silence can be a powerful tool in a conversation. In situations of conflict or negotiation, the first person to speak may inadvertently lose the advantage.