Body Language Cues and Miscues

Stacey Hanke
June 5, 2009 | COMMENTS

Here's a lesson about body language: Avoid assumptions. I once misread a listener's body language and the result was miscommunication, misunderstanding, and a conversation without results.

Individuals listen and learn in different ways. Knowing what to look for will help you deliver a message that meets members' expectations and enhances relationships.

Don't overreact to slight body language adjustments. But these cues are worth noting:

• A definite shift in a member's behavior--for example, if a member constantly smiles and nods during a conversation but suddenly scowls;
• A concerned or confused look on the member's face;
• Averted eyes--for example, when a member frequently looks at his or her watch or turns away from you; or
• Interruptions while you are talking.

Here are appropriate reactions:

• When you observe a shift in a member's behavior or the person looks concerned or confused, stop talking and start asking. Politely ask if the member has questions or concerns.
• If a member looks at his or her watch quickly, wrap up your conversation. Ask if there's anything else you can do.
• When a member turns away from you, he or she may be uncomfortable. Don't take this behavior personally. Instead, try to provide the best service possible.
• If a member interrupts you, listen. Members aren't always right. But it's your service responsibility to help them understand and feel good about their experience.

Instead of guessing what a member's body language is or isn't communicating, when in doubt, ask:

• What questions do you have?
• What thoughts can you share about this service/product?
• What other services may I provide?

Notice the format of these questions is open-ended. They invite a member to respond with more information than a simple yes or no. When you open conversations with members, you learn more about them and what they expect.

If every member you spoke to had a smiling, friendly face your job would be easier. Obviously, that's not realistic. But don't panic or immediately intervene the next time a member crosses arms, leans back in a chair, or hardly looks at you. It simply could be the person's natural body language as he or she listens and learns.

Maladroit Miscues

Avoid quick assumptions about body language, which may cause you to:

• Deliver a message that doesn't meet members' needs. Maybe you think they're in a hurry, so you quickly highlight the benefits of a product while missing the details needed for them to make a decision.
• Give too many details about your services when a member is in a hurry and doesn't have time for the details.
• Monopolize the conversation. For example, if you think the member is confused you might continue to talk hoping this will create understanding. In reality the member tunes out and hears nothing.

Stacey Hanke is with 1st Impression Consulting Inc. This article is from Credit Union Directors Newsletter and reprinted with permission.