In an earlier blog post I talked about active listening techniques, one of which was “conversational listening.”
Using body language is a form of conversational listening. Some of the ways you encourage people to talk are by:
Looking them in the eye. Literally in one eye, because you cannot look into both of their eyes at the same time.
Caution: Some cultures view such directness as an insult, so this is usually reserved for Western cultures.
Sitting up straight.
Taking notes, when appropriate. (Remember, you are not taking dictation, so every word is not important.)
Leaning forward slightly, indicating interest.
Cocking your head slightly as they talk.
Smiling, when and if appropriate.
Earlier I mentioned nodding your head, without speaking, as a way of saying, “I understand, please continue.”
One of my first sales managers, Russ, told me a way he used to draw more information out of a prospect without saying a word.
When the prospect would tell him something and he wanted a further explanation, Russ would look directly at the person with an expectant look on his face and think to himself, “Go on…” When he did that, his head moved in an almost imperceptible, positive nod, and the prospect would invariably continue talking, helping to clarify the situation.
Try it. It works.
Sell More — Serve Better
J. Mark Walker
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