Introduction
Every day, we respond to thousands on non-verbal cues and behaviours including postures, facial expression, eye gaze, gestures, and tone of voice. From our handshakes to our hairstyles, non-verbal details reveal who we are and impact how we relate to other people.
Scientific research on non-verbal communication and behaviour began with the 1872 publication of Charles Darwin’s The Expression of the Emotions in Man and Animals. Since that time, there has been an abundance of research on the types, effects, and expression of unspoken communication and behaviour.
There are times when we send mixed messages – we say one thing yet our body language reveals something different. This non-verbal language will affect how we act and react to our customers, and how they react to us.