Taking Charge through Nonverbal Communication
Cori Cutter, a Seattle salesperson, set out to convince a seasoned mortgage banker that the title insurance company she represented was worth taking a chance on. Although Cori was young, she had learned to listen intently, to validate information through effective body language, and to keep her answers brief and reassuring.
As the banker described the complex issues and his concerns, he stopped suddenly and said, “Can you handle all of this, Cori? There’s a lot of politics involved, a lot of egos, and frankly I’m not sure you have the experience to manage my accounts.”
Rather than getting defensive, rather than jumping in and acting overeager, or talking the issues to death, Cori stayed calm and friendly. She looked the older man squarely in the eye, and, after a brief pause, simply said, “No problem. I can handle it.”
If Cori had reviewed her excellent credentials or her experience at great length, she would have appeared defensive. Cori knew that the banker was aware of her background, and she read that what he was looking for was reassurance. Cori used six simple words, delivered with powerful body language, to give him what he wanted. She created assurance, established presence, and took charge.
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