The Power of Body Language: Discover What Your Clients Aren t Telling You. Presented by: Dr. Lillian Glass

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1 The Power of Body Language: Discover What Your Clients Aren t Telling You Presented by: Dr. Lillian Glass

2

3 Being Able to READ and UNDERSTAND Body Language can be your secret weapon in business. Whether you are meeting clients for the first time or negotiating multi-million dollar deals, reading a person s body language can be what stands between failure and success in business.

4 By the end of this session you will: Understand the 4 Codes of Communication to Look For Know The What Different Handshakes Mean and How to Develop A Confident One Know the Importance of Posture and Position and What It Says About Others and You How Arms and Legs reveal a lot of information The Importance of Face vs Eye Contact

5 You Will Also Learn: How to tell if someone is interested in what you have to say How to tell a Genuine Smile from a Phony one How to tell if someone is not being honest with you What the tone of a person s voice means How to pay close attention to the content of what one says

6 The Information Will Help You a. tell if your client is giving you an honest answer b. fine tune your own verbal and nonverbal cues to improve your selling tactics c. establish credibility d. succeed in negotiations e. increase your overall closing ratio and business effectiveness

7 1. Body Language Touch (Handshake) 2. Facial Language 3. Tone of Voice 4. What You Say

8 How Do YOU Come Across to Others?

9 The First 4 Milliseconds

10 We will fine tune your own verbal and nonverbal cues to improve your selling tactics through BODY LANGUAGE, FACIAL LANGUAGE, VOICE, and SPEECH AWARENESS Thus you will establish greater credibility with your client

11 BODY LANGUAGE

12

13

14 GOOD HANDSHAKE- palm to palm

15 WHAT TO DO WITH YOUR HANDS GESTURING WITH PALMS UP OPEN NOTHING TO HIDE

16 The Body Doesn t Lie!

17

18

19 Parallel to Shoulders

20

21

22 Distance- Leaning In

23 FACIAL LANGUAGE

24

25

26

27 Being Polite Smile

28 PHONY SMILE

29 AMBIVALENT SMILE

30

31 Winning Body Language 1. Initial Eyebrow Flash Wide Eyed Greeting 2. Genuine Smile 3. Solid Face contact Not Direct Eye Contact 4. Relaxed / Inviting Posture 4. Feet Flat on Ground 6. Lean In 7.Feet/Toes Pointed At Other Person 8. Open Body Position No Crossed Arms or Legs 9. Gesture With Palms Up 10. Nod and Smile When Listening

32 VOICE

33 Pitch too high too low Quality closed throat, attacking tones Loudness- too loud, too soft, dies off at end Monotone one note without emotion Nasality-speaking through nose

34 - YOU ARE HOW YOU SOUND The Voice Is the mirror of the soul Galen 129 AD

35 HOW TO DEVELOP THE RIGHT TONE

36 Pitch too high too low Quality closed throat, attacking tones Loudness- too loud, too soft, dies off at end Monotone one note without emotion Nasality-speaking through nose

37 WHAT HAPPENS TO US WHEN WE HEAR SOUNDS WE DON T LIKE

38

39 The Voice That Attracts Helps Establish Rapport With Your Client Changing Poor Vocal Habits Can Enhance How Others Perceive You and Treat You Pitch- Speaking at Optimum Pitch Level Quality- Opening Back of Throat Loudness- Vocal Projection Inflection Vocal Enthusiasm and Connection

40

41 THROAT EXERCISE 10. HA-O-OO THROAT FLOW a. Breath in thru mouth b. Hold it 2 sec c. Open back of throat muscles like yawning d. Flow out vowels ha-o oo on one continuous breath

42 BREATHING EXERCISE 7. IN HOLD HISS a. One hand on upper chest and other on abdominal area b. Sip in air thru mouth 2 sec. c. Hold it 2 seconds d. Release /s/ sound( hissssssssssss) for as long as possible

43 Speak on Your Exhalation Corodinate Your Breathing With Your Speaking As You Flow Out Your Tones

44

45 Diction- Pronunciaton of All of Your Sounds Bilabial Sounds p b m w Labiodental f v Lingua dental th Lingua alveloar t d n l s z Lingua palatal ch j sh zh r Linga velar k g ng Glottal h

46 Inflection Sing 3 notes up a scale as you say ah Sing 3 notes down a scale as you say ah Say ah as you think of the following emotions: HAPPINESS SADNESS FEAR BOREDOM DOUBT LOVE

47 SPEECH CONTENT

48 Gallup Poll Results- 10 Most Annoying Speaking Habits 1. Interrupting 88% 2. Swearing 84% 3. Mumbling 80% 4. Talking Too Loudly 75% 5.Monotones 73% 6. Like Um And Uhs 69% 7.Nasal Whine 76% 8. Talking Too Fast 66% 9.Poor Grammar 63% 10.High Pitched Voice 61%

49

50

51

52 How Do You Know When Your Client Means What They Say or Is Being Honest With You?

53 CHANGES IN THE BODY AND VOICE

54 1.Giving too much information 2. Too detailed descriptions and off on tangents 3. Hesitations um er uh like uh 4. Answering a question with a question 5. Repeating self 6. Clearing the throat a lot

55 Skin Changes in Deception/Anxiety

56 Head- Saying something affirmative and shaking head NO Saying something negative and shaking head YES

57 Forehead

58 Signals of Deception/ Anxiety Eye

59 Signals of Deception- Mouth /Lips

60 Signals of Deception/ Anxiety- Ears

61 Signals of Deception or Anxiety- Facial Signals Scratching and pulling

62 Shoulders- Shrugs

63 Uncovering Hands

64

65 Feet

66

67 What Can You Tell About These People?

68 Congruency vs. Incongruency

69 When Your Clients Body Language Reflects They re Receptive 1. They have a genuine smile 2. Their feet are pointed in your direction 3. They lean in towards you 4. They look at you. 5. They are congruent in speech & body Lang 6. The tone of their voice flows & not strained 7. They speak freely without hesitation

Purpose: To acquire language and the ability to communicate successfully with others

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