When I was working
in New Business Development
for one of the world’s largest
quick service restaurants,
we would perform surveys
of guests
when they left the restaurants.
One of the questions
we asked was
“Did you order fries?”
We could see that
they DID order fries
through the windows.
But they almost always
said they didn’t.
We’d watch their faces,
their hands,
their body language
when they answered the question.
Almost everyone has tells
when they lie.
We’d mentally note them
and look for those tells
when they answered other questions.
That was how we separated
the lies from the truth.
Roz Brewer,
chief operating officer of
Starbucks,
shares
“If they [Starbucks’ employees] look down
at their feet,
they’re not proud
about the store.
Ninety-nine percent
of the time
I’m right about that.”
Non verbal communications
can relay much more
than verbal communications
can,
especially if the information
is something
the speaker doesn’t wish
to relay
or she doesn’t think
you want to hear.
Watch for it.