But communication is much more than words.

Is the way you communicate with your customers the most appropriate?

According to a study by Albert Mehrabian communication can be divided into three components: words, tone of voice and body language.

Of these three components:

– What we say (words) has a weight of 7%

– The way we say (voice) has a weight of about 38%

– What others perceive (body language) has a weight of 55%

Which means that, the way we communicate has a higher weight than the content message.

So if we based our communication only on content, we will not only have difficulties to communicate as also we will lose real opportunities to communicate.

When we communicate we must include thoughts (what we know), emotion (something we feel) and action (something we do). When we don’t include these three components leads not only to a distance but also to a communication breaking.

See some examples ¹:

– Something I know, but do not feel, my communication is cold;

– Something I know, but I do not do, my communication is theoretical;

– Something I feel, but I do not know, my communication is unfounded;

– Something I feel, but I do not do, my communication is hypocritical;

– Something I do, but I do not know, my communication is based on assumptions;

– Something I do, but do not feel, my communication is mechanized;