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Let's look at the non verbal triggers first. And then we'll turn our attention to some of the verbal busters and boosters. Being chronically late even just a little late can be a huge trust buster. Dan may not realize it but he could be hurting his credibility with his unkempt appearance. His shirt isn't a good fit and it's not pressed. His hair and his folder leave him looking a little disheveled. People might unconsciously decide that if he can't pay attention to the details of his appearance that he also can't pay attention to details on a project.
Posture can be a huge credibility booster. Notice how Preston and Samantha sit up straight, make direct eye contact for at least three to five seconds, and keep their chins level. Our friend Dan on the other hand, sends a very different message with his posture. While he may want to appear casual and relaxed, a straighter posture would project more confidence and competence. Evenly distribute your weight on both feet when you are standing. Women keep your feet about hip distance apart, and men about shoulder distance apart.
Did you catch this one? When speaking, we always want to orient our body toward the person we're speaking to. Project your voice and articulate clearly, so that people don't have to strain to understand you. Notice how Samantha holds her body still, but turns her head so as to orient her nose directly toward Dan and Preston as she speaks to them. Her gestures are open and natural. She makes it easy to hear and understand her by speaking at about 170 words per minute, articulating clearly and speaking loudly enough.
These non verbals all boost credibility. Listen carefully to the inflection Samantha uses. >> No worries, and no, we haven't figured out why the counts are off. We thought you had the answer. I'm confident we'll figure it out. >> At the end of her statement, we know she's making a declarative statement, because her inflection dips down just a bit. Contrast that to Dan, who sounds as though he's asking a question, rather than making a statement. >> Our reps are telling us that they're getting two times as many calls. >> He doesn't sound very sure of himself. So why would others be sure of him? Appearance, posture, eye contact, voice.
Each one of these non verbal behaviors adds up to create a huge impact on your overall perception of credibility and trustworthiness.
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