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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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MAY 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
The April Small Business Advisory quotes research performed by a faculty member at Purdue. The question was asked of 20,000 people, "What do you want in an experience with a business?".
The advisory shares the top five answers, for which the majority require the skills that only a human can have. It is not artificual intelligence or software that deals with customer service management.
Small Business
It has been many years since we received an email from Ron of Arrow Floor Covering. Yet we still read it time and again as there are words of wisdom in his message.
Would the next generation want to work in your small business?
Owning a small business has a lot of similarities to owning a small business. Not so much because of the hours you spent with the business, but because of the commitment you are making to yourself, your employees and your customers.
The April Article of the Month is titled, "With this ring, I thee wed".
Everything in the April edition of Small Business News has a tie to the connection of you and your employees to your business. The same is true with this month's book suggestion which is, "Hit Refresh" by Satya Nadella, chairman and CEO of Microsoft.
All this plus the Internet Tool for Your Business and a staff incentive idea for your business.
