Articles & Publications

By TheodoreKinni |
Published: May 14, 2014


The following is an article excerpt.

I have no idea who first snapped off the classic putdown, “What part of no don’t you understand?” It’s not Shakespeare, but the sentiment is timeless. And I’ll bet that first barb was aimed at a salesman, probably a graduate of Glengarry Glen Ross University.

Until now, I’ve always thought that the correct response to this rhetorical question was to retreat. However, I may be wrong about that.


This jives with something I just read in another new book, titled Conversational Intelligence: How Great Leaders Build Trust (Bibliomotion, 2014), by Judith E. Glaser. “Most people assume meaning is embedded in the words they speak,” Glaser writes. “But according to forensic linguists, meaning is far more vaporous, teased into existence through vocalized puffs of air, hand gestures, body tilts, dancing eyebrows, and nuanced nostril flares.”

When Glaser observed pharmaceutical reps making sales calls, she found that if doctors raised concerns about the products being sold, the salespeople usually communicated their displeasure with nonverbal cues, such as stiffened bodies, pained facial expressions, and tense tones of voice. The doctors, in turn, responded by stiffening up themselves and trying to end the sales calls. By now, it shouldn’t come as a surprise that the company where these reps worked was ranked 39th among 40 pharmaceutical firms in terms of sales effectiveness.

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