Mastering digital body language and engaging in today’s online business environment – Advice Eating

Who they are?

For the past 10 years, my personal passion, books, research and consulting with business owners has focused on one question: How can we connect smarter in today’s marketplace – with customers, employees, partners and other stakeholders?

I’ve traveled the world working with businesses large and small to rethink how they win sales, drive customer loyalty, and improve engagement anytime, anywhere. Everywhere I went, the same questions kept popping up: How can I improve communication and communicate more effectively with clients of different ages and work styles who rarely meet in person? How do I keep my teams feeling connected to each other and to people on other teams? Why does it seem infinitely more difficult to foster trust, engagement and the confidence to take risks in a digital environment? Finally, why do my own communications so often seem to miss the mark and produce unintended and fearful consequences?

The more I worked with my clients to solve these problems, the more obvious it became that they were caused by the very digital tools that had freed us in so many ways. Our failure to get to grips with the communication-changing side effects of our shiny new digital tools—email, texting, PowerPoint, Zoom—created widespread misunderstandings, wasted time, and conflict, which in turn impacted our businesses.

As a researcher, author, and keynote speaker, I’m dedicated to helping business leaders around the world rethink the connection with digital body language – a critical enabler to driving revenue and growing small businesses in our modern world.

Where her passion for her subject comes from and the research behind it

When people ask me how I started doing what I do, I tell them it’s a story that has lasted my entire life. As a first-generation American girl born to Indian parents, I came to English indirectly. I grew up in a middle-class neighborhood outside of Pittsburgh. At home, my parents, both doctors who immigrated to the United States in their 20s, spoke Hindi—and rarely English.

It was very important to my mother and father that my two siblings and I honor traditional Indian values ​​and customs. Silence was a sign of respect for elders, and listening was a valuable quality. Learning English, doing well academically, and almost everything else came second.

Caught between two cultures, I went into myself. Often you hardly notice if I’m in the room. At school I was shy, quiet – more of an observer than a participant. I couldn’t imagine raising my hand or drawing any attention to myself. As a girl, vacillating between my parents’ heavily accented English and my own poor Hindi, wanting to feel like I belonged somewhereI developed a few tricks, one of which was the ability to read other people’s body language.

Body language offered the key to understanding the alien worlds around me. I became obsessed with deciphering my classmates’ signals and clues – no matter how subtle; Tone, tempo, pauses and gestures. The popular girls walked around with heads held high and shoulders pulled back, almost literally looking down on the rest of us. The older children showed their disinterest by slouching during school assemblies, their eyes on the floor or on each other—never at the adult speaking.

While learning traditional body language as an immigrant as a child, I realized that today we are all immigrants learning digital body language in the modern world. Over the past few years, I’ve found that business owners continue to struggle: endless sales calls, video chats filled with “oh no, you’re leaving” moments, ghosting, email replies that appear a week later, and digital tools that lead to more misunderstanding, fear and confusion.

It seemed that a misunderstood “digital body language” – or rather the lack of a set of commonly agreed rules – was causing major problems around the world: in businesses, communities and even families.

This got me on a journey. For the last ten years I have tried to create a basic set of rules for clear communication in the modern digital world. In order to communicate what we really mean today, we need to understand today’s signals and cues at a granular level while developing a heightened sensitivity to words, nuance, subtext, humor and punctuation.

Why this topic is crucial for small business owners

Nonverbal signals make up 60-80% of face-to-face communication. Small business owners rely on body language to connect and build trust. But with most of our communication taking place behind a screen, traditional body language cues are no longer visible. This is where digital body language becomes important.

Digital body language is about knowing when to pick up the phone—it’s worth a thousand reply-all emails. Short summary emails are sent within 30 minutes of a meeting, summarizing key points and insights and confirming next steps – it’s like the new “virtual handshake”. Activate the best of our digital world to make meetings even better. For example, letting an existing customer take part in a short sales pitch with a potential customer or showing short videos to enhance an on-screen meeting – that’s like the new virtual cocktail hour. And when you’re in that face-to-face meeting? – Turn on your phone, do not disturb so you are not looking at your screen when a customer or employee is trying to make eye contact with you.

Why they’re excited about partnering with Chase for Business

Imagine, after mastering digital body language: you can connect with prospects anytime, anywhere, you close deals, and you quickly and effectively drive sales up and to the right in your business.

My goal is to help small business owners improve their digital body language to win sales, drive customer retention and engagement in our 21st centurySt century marketplace. This content will give you the tools you need to lead with more competence and confidence and less stress and frustration, helping you to build relationships anytime, anywhere, in any part of the world.

Digital body language is the key to success in today’s market for small business owners. I look forward to partnering with Chase for Business to reach customers in the US.

You can find more insights on my LinkedIn, Twitterand Instagram!

Erica is speaking at Business Insight Seminar events across the country in 2022. To hear Erica speak, register for an upcoming event here.


For Informational/Educational Purposes Only: The views expressed in this article may differ from those of other JPMorgan Chase & Co. employees and departments. The views and strategies described may not be appropriate for everyone and are not intended as specific advice/recommendations for any individual. The information has been obtained from sources believed to be reliable, but JPMorgan Chase & Co. or its affiliates and/or subsidiaries do not guarantee its completeness or accuracy. You should carefully consider your needs and goals before making any decisions and consult the appropriate professionals. Outlook and past performance are not guarantees of future results.

You should carefully consider your needs and goals before making any decisions and consult the appropriate professionals.

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