Body language - gestures, tone of voice, posture, etc - accounts for 50 per cent of the message we convey in face-to-face communications. When we listen, we pay more attention to the speaker's body language than the words they are using. Understanding body language therefore enables us to assess a situation more clearly; to determine aggression/potential violence or passivity, deception or truthfulness. If we can read these clues correctly, we are in a better position to deal with the situation more effectively; it also allows us present ourselves more assertively, especially when dealing with conflict.
- To explain what body language is and how it is important when being assertive and in identifying deception and aggression, potentially creating difficult situations and/or difficult people.