17. “ Seek to understand, then to be understood.” Stephen Covey
Notas do Editor
Prof. Albert Mehrabian (UCLA, 1967) identified three major parts that convey meaning in human face to face communication: body language, voice tonality, and words. He conducted research to determine how people make meaning when a speaker says one thing but means another. If the speaker is sending a mixed message the listener will rely on the following cues to determine true meaning: 55% of impact is determined by body language—postures, gestures, and eye contact, 38% by the tone of voice, and 7% by the content or the words spoken.