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Anne Moses presents Patt Brewster presents kinesics - the study of the way in which certain body movements and gestures serve as a form of non-verbal.

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Presentation on theme: "Anne Moses presents Patt Brewster presents kinesics - the study of the way in which certain body movements and gestures serve as a form of non-verbal."— Presentation transcript:


2 Anne Moses presents

3 Patt Brewster presents

4 kinesics - the study of the way in which certain body movements and gestures serve as a form of non-verbal communication (Oxford British English Dictionary)

5 The unconscious and conscious transmission and interpretation of feelings, attitudes, and moods, through: body posture, movement, physical state, position and relationship to other bodies, objects and surrounding facial expression and eye movement


7 How people communicate aside from the spoken word Tone and pitch of voice Eye movement and facial expression 50-80% of face-to-face human communication is NON-VERBAL Initial assessment mostly what we see and what we feel—not what is spoken Conscious and unconscious

8 Humans intentionally and frequently “mask” true feelings Shift unconscious interpretation to conscious

9 How we position our bodies Our closeness to and the space between us and other people and how this changes Facial expressions How our eyes move and focus How we touch ourselves and others

10 How our bodies connect with other non- bodily things, for instance, pens, cigarettes, spectacles and clothing Our breathing, and other less noticeable physical effects, for example our heartbeat and perspiration

11 Human interpretation of body language is instinctive (especially eyes and facial expression) Fine-tine your CONSCIOUS awareness of these signals to: Get a more accurate reading of what others are really communicating Enable better self-awareness and self-control

12 Must also consider: Context Age/Gender Culture/Ethnicity More than a single example (rather, several consistent signals) Negative external factors (hunger, boredom, stress, being in the minority, etc.)

13 Eyes looking left: recalling, retrieving facts Eyes looking right: creating, fabricating, lying Direct eye contact when speaking: truthfulness Direct eye contact when listening: attentiveness, interest Rubbing eyes: disbelief, tiredness, upset Winking: sharing a secret, friendly acknowledgement

14 Fake smile is a mouth-only gesture, indicating forced agreement Twisted smile=sarcasm Biting lip=tension Pursing lips=thoughtful or upset Chewing pencil=self-comforting

15 Head nodding=agreement Rapid head nodding=impatience Head tilted=submissive, thoughtful Mirroring: Listener maintains eye contact and mirrors expressions of speaker, including smiling, periods of silence, tilting of head

16 Crossed arms=defiance Gripping own upper arms (self- hug)=insecurity Arms held behind body with hands clasped=authority, self confidence Holding papers, a drink, purse in front of chest=barrier signal, nervousness

17 Palms up=openness, honesty, don’t know the answer Palm up moving up and down=looking for an answer; weighing possibilities Steepling=looking for a connection; reflects complex or elevated thinking Interwoven, clenched fingers (across chest or on lap)=anxiety, negativity, frustration Touching nose when speaking=lying, exaggerating

18 Pinching bridge of nose=negative evaluation Ear tugging=indecision; self-comforting Necks scratching=doubt, disbelief Removing glasses=alerting desire to speak

19 Leg direction when sitting (general): points to point of interest Uncrossed legs: openness Crossed legs: uncertainty or threatened Upper crossed leg and knee: points to interest

20 0-6” close intimate; lovers 6-18” intimate; close, touching relationships 18”-4’ personal, family & close friends; touching is possible but not intimacy 4’-12’ social, consultative; shaking hands requires both to reach out 12’+ public; avoid interaction


22 What about attire? My office? The DISCOVERY room? Hospitality essentials? Seating arrangements? The tour? Telephone inquiries? Sharing hard copies? Saying good-bye but securing the next appointment?

23 The End?


25 Tricia Mackin presents

26 Are they coming to us?

27 An intelligence quotient, (IQ) is a score derived from one of several standardized tests designed to assess intelligence. IQ scores are used as predictors of educational achievement, special needs, job performance and income Emotional intelligence (EI) is the ability to identify, assess, and control the emotions of oneself, of others, and of groups


29 Our Customer: Conservative Concerned about out living resources Waiting until the catastrophe occurs

30 Our customer is toughing it out every day in their home… Let’s Bridge the Gap between “ I’m not ready yet” “I should have moved sooner”

31 A dynamic outbound call program allows us the opportunity to continue building relationships with customers who have not moved forward in the process

32 Q:Which skills do we evaluate pilots on more than any other? A:Take-off and landing 1. Plan your take-off 2. Chart a steady course to control the call 3. Nail the landing

33 It is important to plan for each individual call: Look up the customer in REPS: Previous notes regarding their situation When they last visited and / or called What events have they been invited to recently but not attended? Decide and define best approach for specific needs

34 Elements of successful outbound calls: A strong opening – take-off! Power questions Power statements Successfully close the call – nail the landing! Always be closing for the next step or next opportunity to foster a future touch point

35 Goal: Using the information available about the customer’s situation, decide on the goal for that specific call Inspire to attend an event? Schedule an appointment? Permission to follow up again? Encourage to set a deadline on a plan Learn from refusals What has changed since initial request? Why no longer interested?

36 An enthusiastic greeting sets the tone for the call Warmth! Can they HEAR you SMILE? Firsts Impression – 6 seconds Get to the point quickly - Sets the tone for the rest of the call  I’m calling about the information I sent. It wasn’t completely self-explanatory, and I’d like to discuss it personally with you for a few minutes  It has been a while since we have spoken, and I have some great updates about Amazing Community I’d love to share!  Hi Mrs. Jones, this is Tricia from Amazing Community. I was working through some of our new offerings, and thought of you

37 As you prepare for each call, identify 2-3 powerful questions that you plan to ask the customer. These questions are what allow for conversation to begin:  What is your current situation?  Has anything changed in your situation since we last had the opportunity to catch up?  How familiar are you with some of our latest offerings?  What would motivate you to visit in the next few weeks?  Last time we spoke you mentioned that you couldn’t make a decision until after you husbands surgery – how are things for you both now?

38 Be prepared with information to share with the customer that might interest them, based on their situation:  We are hearing the feedback from people just like you and are excited to offer creative pricing/incentive/moving options that may allow more of you to make the move sooner!  We are now XX% sold out with no plans to build new homes in the next few years. I wanted to be sure you were aware so that you weren’t surprised that the home you are interested might not be available anymore

39 Caller: People say that you are EXPENSIVE … A: That is surprising to hear because most folks that have done their research on all this lifestyle offers (with the financial predictability that life care provides) have indicated what a tremendous value we offer for the long run. I would be interested to hear what you think … Tell me more …

40 Caller: I’m not ready yet … A: Does the ready part refer to the actual move or being ready to make a plan…because so many people feel the same sense of apprehension until they have decided to do a bit of the research to find the best plan for their interests and lifestyle. They felt anxious without a plan in place, but found that putting a real date on the plan is what gives them greater peace of mind and certainty for their future.

41 The Top Five list … 1. Not showing up with their checkbooks 2. Believe they need to wait “until it gets better” 3. Waiting until “something happens” 4. See the home as their last bastion of independence 5. Feel like they are waving the surrender flag and will have to tell everyone they “can’t make it without assistance”

42 Put a deadline on the inaction by stepping towards a workable plan “Let’s set a target of when you will have a secure plan in place, Mr. Jones” By Thanksgiving? By a specific milestone date such as an anniversary? (You will need to ask about milestones and hold them to these important dates and reminders of plans achieved) By December 1? “Will you work with me for 30 days/60 days to ensure that you have an action plan in place which will secure your freedom years and your independence?”

43 Always ask for the business or next step: Schedule a personal visit - let the customer know “what’s in it for them” Get their personal questions answered Look more closely at how Amazing Community fits financially into their plan for the future See apartment home lay outs that match their wants and needs Learn more about programs and services that are in place to help more people enjoy this lifestyle Learn more about activities that will be a part of this fantastic lifestyle at AMAZING Community

44 The “sale” may be permission to follow up again and check in on their research Offer an event or engagement to keep them connected Provide them with a time frame when you will call back to discuss their research and their plan because you want them to be all set for a life-giving optimistic future

45 There are risks and costs to a program of action. But they are far less than the long range risks and costs of comfortable inaction. John F. Kennedy

46 Energy and Persistence conquer all things - Benjamin Franklin

47 Teri Lock presents

48 … French word meaning a little something extra

49 Leap tall buildings in a single bound More powerful than a locomotive Faster than a speeding bullet Walk on water Give Policy to God

50 Lifts buildings and walks under them Kicks locomotives off the tracks Catches speeding bullets in her teeth and eats them Freezes water with a single glance She IS GOD!

51 Phone Email Meetings Interruptions Guests, consultants, and new employees Dress / appearance Social settings Introductions Appreciation / credit

52 Stop what you’re doing and be attentive Speak clearly, pleasantly and with a smile in your voice Ask permission before putting someone on hold Take notes and pass on thorough messages Repeat details back to the caller to confirm Always say goodbye

53 Why do we need email etiquette? Professionalism Efficiency Protection from liability

54 DO respond in a polite and prompt manner DO use a relevant “Subject” line DO include a brief signature DO be careful when replying to mailing list messages DO tell your correspondent you are forwarding their message DON’T type in CAPITALS DON’T reply when you are angry DON’T make personal remarks about third parties DON’T send scanned images in your signature DON’T criticize people’s spelling

55 Considerate of others time Communicate beforehand The objective The expected duration Items to be discussed Often overlooked – THANK participants

56 Sometimes we feel free to interrupt informal working sessions Always apologize if you must interrupt and quickly state what you need

57 Rule of three SMILE Eye contact Greeting or assistance Courtesy

58 Always practice impeccable grooming Always err on the side of conservative Can be insulting to co- workers to show a lack of concern

59 Many impressions formed during a party, dinner or golf game Always carry business cards to business events Arrive on time, or within 30 minutes, never earlier than stated

60 Team work Appearing to take all the credit is surest way to sabotage a relationship with a co-worker Always pass along credit or compliments to those who contributed to the effort Speak well of co-workers

61 When introducing yourself, describe what you do, not always the best to give just your title Pay attention to make others feel comfortable Before an event, use your ‘people data base’ to refresh your memory Forget someone’s name? Cover by introducing a person you do know first

62 We’re human Think about ‘outtakes’ Important to remember ~ strive to make the people around you feel comfortable and valued, even if you forget all the rules Give someone a good dose of lagniappe daily

63 Bruce Byers presents











74 Results oriented4 Inspirational4 Appraiser2 Objective Thinker1 Persuader1 Creative1 Counselor3 Perfectionist1 Total17


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