PromZ Vak 3 · 2024

What Body Language Reveals also why prayer postures always have symmetry. However, during the conversation, you should relax a bit to avoid coming across as too stiff. You'll see that switching to a more relaxed posture will also help the other person relax. When talking about your product, occasionally holding your palms up signals honesty. But be careful, as combined with raised shoulders, it can indicate uncertainty.”

about how you come across. This is what the other person decides, whether you captivate them and have insight. And this is inextricably linked to non-verbal communication.

Closed Off The same applies, of course, to customer contact. A facial expression says more than a thousand words and makes the difference between seriousness and irony. The context in which communication occurs is also crucial, says body language expert Frank van Marwijk. He is the director of Bodycom Body Communication and has written several books on the subject. The pose with arms crossed – generally considered a closed and defensive posture – does not necessarily indicate discomfort if adopted by your best friend who is at ease. For example, “But,” says Van Marwijk, “it is not an active posture. If you want to bring something up in a business setting, it's best to keep your arms uncrossed. You should also be alert to this posture in others. If a customer suddenly crosses his arms in the middle of your explanation, it could mean that he is critical of what you are saying.”

The body language expert occasionally gets emails from people on the eve of their job interviews looking for advice on how to sit. Do what comes naturally, he often says. Nonverbal communication should not be a trick. Though there are tips, also for customer contact. “At the start of a conversation, it's important not only to sit up straight but also to maintain a symmetrical posture. This shows respect and is

Dominant While non-verbal communication shouldn't be contrived, you can master certain aspects of it. Stevens also has tips and cautions to keep in mind: “For pleasant communication, the other person must feel safe, and trust is needed. This means you should regularly make eye contact and avoid having your gaze darting around, as I recently saw someone do. That doesn't help. An overly intense gaze is also not desirable. How long and often you look at the other person is something you have to feel out,” he says. “Also, some things you can't do much about. For instance, if you have a closed-off face. If you know this about yourself, you might explain yourself more to the other person. Awareness is crucial if you want to improve your non-verbal communication. Some people are quite dominant in their communication. This can backfire and undermine a safe setting; the other person won't easily open up. So, you need to be mindful of that.”

Nodding and Humming Just as intense gazes and dominant traits are not recommended, a lukewarm and passive attitude is also not advisable. An active listening posture is preferred for several reasons. That means: regularly nodding and humming. This not only shows your interest and attention to the other person but also encourages them to keep talking; quite valuable for those wanting to gather customer information. Moreover, active listening can also help steer the other person a bit. Van Marwijk explains this with an example: “A Renault salesperson gets a customer who currently drives a Peugeot. The man indicates that he is looking for another car and starts listing what the car should meet. The salesperson would do well to nod and hum encouragingly, prompting the customer to elaborate. Until he starts talking about his Peugeot and its positive attributes. That's the moment the active listening stops. The last thing that salesperson wants is to talk about the competitor.”