Reading body language isn't difficult. Facial expressions tell all. If you ask your customers how they are doing and they say they are fine, but look sad and downcast, you'll know right away that they aren't really fine. Their words contradict their facial expression, and are revealed in their body language.

Researchers have shown that 55 percent of non-verbal communication is facial. We are conditioned to look at people's faces to find out their moods. The best way to tell if your customer is telling the truth (or hiding something) is to listen and look for a connection between their words and their facial expressions.

Reading facial expressions

People generally try to mask negative expressions such as disappointment, fear or envy, but these feelings are often reflected in their eyes, or the downward turn of the mouth.

Genuine expressions of anger and surprise can be quite brief, lasting for only a few seconds. If an expression remains for longer, it may be a sign of insincerity. In general, a genuine expression matches the beginnings of a feeling, so watch for expressions that come after the words that express an emotion.

Reading body language - what the eyes reveal

The eyes are the most powerful area of communication. People may avoid eye contact out of fear, shame, embarrassment, discomfort or dishonestly. A person who has difficulty making eye contact may be perceived as lacking self-confidence, or being devious or untrustworthy.

When negotiating with a customer who has a poker face, watch their eyes. Although people can control the muscles around the mouth, few people can control the widening and narrowing of the eyes and pupils that reveal feelings of pleasure or displeasure, and happiness or anger.

Watch for excessive blinking, which is a form of nervousness or insecurity. Excessive eye blinking can occur when a person isn't telling the truth, or is worried about not being believed.

Finally, watch the eyebrows. When people meet for the first time and smile, they automatically flash, or raise, their eyebrows rapidly. If you see the flash, you are on the right track. If there is no flash, you probably haven't connected with the person.

Reading body language -what a smile reveals

A genuine smile is a powerful way to communicate warmth and friendliness. In a genuine smile, the whole face lights up and the corners of the eyes wrinkle.

A phony smile, or tight grin, involves only the lips. And a smile that is inappropriate, such as a smile delivered with sad news, is actually a sign of nervousness.

Your customers' smiles may reveal their true feelings. But when you respond with a genuine, warm smile in the appropriate situation, it will usually diffuse any tension, and make people more receptive to you.

You are invited to use these tips to read your customer's body language, so you know what they are revealing with their body language.

You're also invited to receive a free report: "Breakthrough Communication Skills" packed with powerful tips for business success, at http://www.ImpressforSuccess.com [1] when you join my Communication Capsules newsletter.

Would you like to attract new customers, increase sales, and boost your career? Click here for simple How-to Guides that give you immediate results. http://www.goldmansmythe.com/howto.html [2]

From Lynda Goldman, business communications and etiquette consultant and author of 30 books, including How to Make a Million Dollar First Impression.