A few week ago I received a call from an insured. English was not her first language and because she was upset confused and did not understand how her insurance claim was being handled it was hard for us to understand one another. I managed to communicate slowly in a few words. “Maxons is here to help you and set an appointment.”
When I arrived at her property she was so relieved and grateful. I could see the relief and happiness in her facial expressions. It was amazing how much better we could communicate person to person in a few seconds. Being person to person I was able to calm her down with my non verbal facial and body language.
Now that I was on site I inspected the damage and could see what she was trying so hard to communicate to me over the phone. She just could not find the right words.
I was able to communicate with her face to face how the claim would proceed with insurance. We had a simple easy quick discussion person to person.
The point is that only 7% of communication is verbal. When we are person to person we communicate better because 93% of communication is non verbal.
~Kevin Faller, Senior Project Manager