How to close the deal?

Often, closing a deal means physically closing in on the person with whom you’re negotiating. Consider the insurance salesperson who physically leans into the buyer’s space with an assuring nudge for her to sign the application. The agent lowers his voice, softens his tone, leans forward with the completed application, and says, “If all the information is correct, place your name here.”
Closing a negotiation often means closing in. Intimate distance — touching or being 6 to 18 inches apart — is usually reserved for personal, affectionate interactions. However, you may find yourself or your counterpart naturally moving that close as you reach more agreements and draw nearer to closing the deal. A good salesperson knows that an appropriate touch on the customer’s forearm or hand cements the deal.
The body language of acceptance varies widely from one individual to another. The exact point in time at which you get concurrence is more often marked with slight nuances than raucous outbursts. Seldom does someone jump up in joy at the moment of making the decision to close a deal. In my experience, the bigger the deal, the more subtle the display at that magic moment when the other side makes the mental commitment to close the deal. The terms are then generally reviewed by both sides to be sure that the deal is acceptable.
If you close a deal, don’t forget to carry out the terms of the agreement. This follow-up is important. There is no bigger let-down than to shake hands on a deal and then not hear from the other side for days. Be sure that the next step is taken. If it isn’t your direct responsibility, keep checking with the person who is responsible. You are the person who closed the deal, so your integrity is on the line.

Negotiating charades

You can modify the familiar game of charades to sensitize yourself to the importance and meaning of body language. These two formats seem to work best:

• Someone can mime an emotion, and the other players must identify it. This game is simple and fun, and it demonstrates the variety of nonverbal communications available in faceto face communications.
• Players can mime an entire negotiation —either individually or as teams. The other team or player is required to figure out specifically what the negotiation is about and what positions are represented.

Wearing your confidence on your sleeve

During a negotiation, projecting confidence is important. A lack of self confidence can result in nervousness. If your body language reveals that you are nervous, your counterpart may deem that you’re not secure enough to maintain a strong position in the negotiation. This person may be less inclined to compromise on the terms in an effort to reach an agreement. In addition to making sure that your body language expresses self-assurance, you can also benefit from being able to gauge your counterpart’s confidence level. This awareness of the other party’s strength as a negotiator can help you determine your own goals, limits, opening offers, and attempts to close the deal. Watching body language is the key to assessing your counterpart’s degree of comfort during the negotiation.

Just like children, adults who get nervous tend to fidget in their chairs (although this behavior can also indicate boredom or preoccupation with other matters). Nervous fidgeting can also include putting hands into the mouth, tugging at clothing, jingling change, fiddling with items in a purse, or fondling any personal object. When people are nervous, they often increase their distance from those they are negotiating with. Nervous people frequently verbalize their condition without using words through throat clearing, oral pauses, or guttural sounds. Confident people may place their hands in a steeple position (touching the fingertips of both hands together to form what looks like a church steeple). Sitting up straight and using frequent eye contact also shows confidence. Someone who is confident physically sits on a level slightly higher than anybody else. Propping your feet up is not just an expression of confidence, but an act of claiming territory. If you can put your feet on something, you own it.

Ferreting out boredom

One of the most important body language messages to look for during any conversation, but especially in a negotiation, is an indication of boredom. Looking out the window, holding the head up with one hand, doodling in a way that seems to absorb the doodler’s complete attention, drumming fingers on the table — all these indicate that the listener is no longer paying attention. What should you do if you notice that the other party in your negotiation is showing signs of boredom? People who are losing interest may be shifting in their seats, fidgeting, or pointing their feet toward the exit. Don’t start speaking louder or faster, as you may be tempted to do. Instead, say, “Wait. I need a reality check. I’m sensing that I’m losing you. What’s happening?” And then listen. You may find out what’s really keeping this person or group from accepting your idea. Doing a reality check can save a great deal of time and win you respect as a person who is perceptive and willing to risk hearing the truth. This fact alone makes huge points in your favor during any negotiation.

Even the innocents can catch other people’s body language

Some years ago, the great media hoaxer Alan Abel pulled off a hoax on The Phil Donahue Show that ballooned out of all proportion to Alan’s expectations. Alan is still pulling stunts on the media, got himself booked on the daytime talk show along with eight of his elderly pals. The show’s topic was gay senior citizens. What Donahue and the audience didn’t know was that Alan was planning a hoax called FAINT (Fight Against Idiotic Neurotic Television). Alan and his pranksters planned the scenario a week in advance. The scenario involved each of Alan’s pranksters raising a hand to ask a question to the gay senior citizens on stage. When Donahue held the mike for the question, each prankster fainted, pretending to be unconscious for 30 seconds. It was all a hoax, but soon enough, a really bizarre thing happened:

Members of the audience, who were not in on the hoax, began to faint. For real.
Even Donahue removed his coat, feeling hot under the collar. He braved on through the show, musing that the lights on the set must be too hot or that the air conditioning wasn’t functioning properly. After five audience members went down, Donahue evacuated the audience and continued his show without them. The broadcast ended ten minutes early that day. In fact, the joke was to see how long it would take the unflappable Donahue to cave in. Donahue finished the show as unflappable as ever.

The media had a field day with this story, which made the evening news and appeared on page 1 of the New York Post. The hoax was easy to verify because the participants all admitted their respective roles in the caper. The suggestive power of body language has never been demonstrated more convincingly.

If you want to see a video of the hoax, check out Jennifer Abel’s documentary about her father, Abel Raises Cain. It’s all there. Body language is truly contagious. When you start a negotiation, be positive — in your voice, in your stance, in your smile, in every aspect of your being. Others will pick up on it. That’s a fact!

How to see a change of heart?

Observing how someone is sitting or standing is only the first step in reading body language — after all, people aren’t frozen in time like statues. They move; their positions and gestures change with their attitudes and emotions. Notice these shifts. They are important. They may mean that the person is getting restless, or they may mean a shift up or down in the person’s acceptance level. As someone’s acceptance of your ideas grows, you may notice the following indicators:

• Cocking the head
• Squinting the eyes slightly
• Uncrossing the legs
• Leaning forward
• Scooting to the edge of the chair
• Increasing eye contact
• Touching the forehead or chin, as in the statue The Thinker
• Touching you (if the movement is to reassure, and not to interrupt)

Just as you can gauge increasing acceptance to your ideas by watching body language, you can also notice signs of increasing resistance to your ideas. For example, if someone clutches the back of his neck with his palm, you can interpret this gesture quite literally as, “This message is a pain in the neck.”
Here are some other gestures of resistance:

• Fidgeting nervously (cannot accept what is being said)
• Reducing eye contact (cannot accept what is being said)
• Placing hands behind one’s back (indicates an attempt to stay in control of one’s own self — resisting the urge to act out verbally or physically)
• Placing a hand over one’s mouth (may indicate an attempt to hold back a negative comment)
• Locking ankles
• Gripping one’s arm or wrist
• Crossing the arms in front of the chest
• Squinting one’s eyes dramatically
• Making fistlike gestures
• Twisting the feet or the entire body so they point to the door

How to showing that you’re receptive? (and knowing if your counterpart isn’t)

If you pay attention to body language early in a negotiation, you can spot signals of how receptive (that is, how ready to listen and how open to your ideas) your counterpart is. Consider eye contact, for example. Research shows that, during conversation, people look at each other between 30 and 60 percent of the time. A listener who meets your eyes less than 30 percent of the time is probably unreceptive. If eye contact is made more than 60 percent of the time, chances are the listener’s attitude is positive.
Receptive people look relaxed with open hands, displaying the palms, indicating an openness to discussion. The more of the palm that is visible, the greater the receptivity of the person. They lean forward, whether they are sitting or standing. Receptive negotiators unbutton their coats. Public television’s Mr. Rogers always removed his sweater, exemplifying the body language of an open, honest person ready to listen to what you have to say.
By contrast, people who aren’t willing to listen may keep their hands on their hips, lean back in the chair, or protectively fold their arms across their chest. People who aren’t receptive clench their hands into a fist or tightly grip some other body part. Having one leg up on the arm of the chair often appears to be an open posture, but watch out, this position may signal a lack of consideration, especially if the office doesn’t belong to the person demonstrating this behavior.
Studies show that parties are more likely to reach an agreement if they begin a negotiation displaying receptive body language.
This result appears to be true whether the stance was an unconscious decision or a contrived strategy for beginning a meeting in a positive manner. In addition, the defensive postures are also contagious. If one person assumes a defensive posture and holds that position for any period of time, you can actually watch others in the room adopting the same position. It’s amazing but true. Body language is contagious.

How to make the first contact?

One of the best ways you can begin a meeting is with great body language. Let your enthusiasm and energy show. Stick out your hand. Meet the other person’s eyes and give a good, firm handshake. If you don’t own a good handshake, develop one now. This skill is not difficult, but many people don’t shake hands well. Let the flesh between your thumb and forefinger meet the other person’s flesh between the thumb and forefinger. Press — do not squeeze —the hand. One pump accompanied by eye contact is plenty. One or two more may express great enthusiasm; any more than that can make the person uncomfortable.
Today, the landscape for making the first contact has broadened. For instance, women greeting women in America can touch both hands at the same time as an alternative to a handshake. A hug, even in a business meeting, is appropriate if the relationship between two people warrants this familiarity. Increasingly (especially in Hollywood), hugs between men and women, or two men or two women who know each other, are common. A classic male show of power is to shake hands in the normal fashion and reach with the left hand to also grip the man’s elbow. Watch old tapes of President Clinton who routinely used this two-handed greeting when he was president. However, as you begin taking more careful note of body language and how people relate to each other, you will notice that the space between two people still reveals a lot about the relationship.

How to know where to stand?

One of the most important observations you can make about a room full of people is the personal space each person commands. During conversation, for example, people don’t lean closely into the space of an important person they think has greater standing than they do (either in wealth, influence, power, or social status). In a study of personal space, rooms of unsuspecting subjects were photographed and later identified. Without fail, the more powerful people are accorded greater personal space by the other people in the room.
Spatial relationships come into play when you set up a room for a meeting. Almost intuitively, people know that an important negotiation warrants a table large enough to keep a formal distance between people. If someone must dominate a meeting, that person is seated at the head of the table. Control over the dominant chair may be the most obvious and enduring sign of power both in the workplace and at home. Seating in a meeting is important, because once the spatial relationships are established, they are not easy to change.
Take a moment before your next meeting and think about what relationship you want to establish with the other attendees. Arrange the seating accordingly. Watch the Coen brothers’ comedy The Hudsucker Proxy for one of the more blatant examples of power defined by the seating position during a meeting. The film is about a mailroom clerk, played by Tim Robbins, who finds himself thrust into the presidency of Hudsucker Corp., run by a brazen Paul Newman. In the boardroom scenes, Newman’s character stands at the foot of a very long and glistening conference room table, his position of control never in doubt.