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In addition to understanding temperament styles, you must recognize the importance of nonverbal communication and learn to "listen with your eyes." It might surprise you to know that research indicates 70 percent of our face-to-face interactions with other people are perceived nonverbally. In fact, studies show that body language not only has a much greater communication impact, but is also far more reliable than the spoken word. If your customer's words are inconsistent with his or her body language gestures, you would be wise to go with the body language gestures as a more accurate level of feedback.
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