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What is your body language saying? Perhaps you have heard about the "rule" that states that 90% of what a person hears is not verbal. The majority of the message that we receive when we speak with another person comes not from the words we use or the tone of our voice. Instead, it comes from the way we stand before the other individual. It is called "body language". This article from the Univesity of Texas Permian Basin (https://online.utpb.edu/about-us/articles/communication/how-much-of-communication-is-nonverbal/) explains. It was Albert Mehrabian, a researcher of body language, who first broke down the components of a face-to-face conversation. He found that communication is 55% nonverbal, 38% vocal, and 7% words only. This is where the idea that the vast majority of communication is nonverbal originated, but does this really mean that less than 10% of information is conveyed in spoken words? It turns out that the above formula was developed with a specific purpose in mind: comparing facial and vocal components to decipher a person’s attitude. According to Mehrabian, “When there are inconsistencies between attitudes communicated verbally and posturally, the postural component should dominate in determining the total attitude that is inferred.” Is 90% of communication nonverbal? No, information is conveyed verbally, but in a face-to-face conversation, body language and facial expressions can have an incredible impact on how information is interpreted. In “The Definitive Book of Body Language,” Allan and Barbara Pease analyzed thousands of recorded sales negotiations from the 1970s and 1980s and found that body language accounted for the majority of the impact made negotiating. They also considered how the person with the strongest argument usually wins in negotiations over the phone but not always in face-to-face conversations. Although the idea that 90% of communication is nonverbal can be put to rest, a person’s body language and our first impression of them can heavily influence our decision-making. This series of informational photos are created to assist you understand the "message" a customer receives as you are standing in front of them. There
are 7 positions. We suggest you visit each
of the pages and print them for use in your business as an educational
tool. We have created them using various attire. Click on each of the links below to visit the appropriate page
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JUNE 2026
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With over 25 years of frontline experience Tom Shay is America's leading Small Business Management Expert. He's a "Must Have" for your next event.
Small Business
Marketing talks about finding your target customer. Unfortunately, those customers are not wearing a shirt with a bullseye on them to help you make that determination. The June Small Business Advisory offers an alternative method for understanding where your customer lives.
Small Business
It is countdown to the start of the 24th Independent Retailer Month beginning July 1. We work to promote the celebration from a different prospective; that of telling the public of the benefits they receive because they shop at a locally owned independent retailer. We also share reseach that shows the many positive feelings that consumers have about locally owned independent retailers and why they prefer to shop with you.
Remeber Struther Martin in Cool Hand Luke as he said, "What we have here is a failure to communicate"?
We are going to apply that expression to the software you use in your business. Are you getting what you need from that software?
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All this plus the Internet Tool for Your Business and a staff incentive idea for your business.
