Face-to-face verbal Communication

What is more important?

• Words (15%)
• Voice Inflaction: tone, speed, emotions (35%)
• Body Language: facial expressions, gesetures (55%)
• 45% of the time we are listening

On the phone?

• Words (15%)
• Voice Inflaction: tone, speed, emotions (85%)

110 Techniques

Human-beings

• Emotions are the most important thing in a negotiation
• Non-verbal communication is culturally influenced
• Body Language reveals what we think
• Human prefer happy faces
• Human remember people who smile
• Proximity ?