Communicators can be guilty of not paying much attention to the impact of non-verbal communication. However, what we see can dictate how much we hear.

For example, a senior manager is communicating much more effectively now she makes eye contact with colleagues.

She made the change after advisers pointed out that she kept turning her back on the audience to look at her presentation slides.

That small action was enough to distract people from what she was saying.

So, as well as paying close attention to what people are saying, you also need to bear in mind how they say it.

It’s often the small things that make a big difference. 

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