This is one of my all time favorite TEDtalks. Amy Cuddy talking about how your body language shapes who you are.

The idea that by practicing being powerful we can actually become powerful. That we have a tremendous impact on the events that shape our lives and our everyday experiences by the non-verbal messages we send. Events such as dealing with a difficult customer or having to give a pitch, like a sales pitch or any other social threat situation that we may experience.

The term powerful is not to be understood as having success, money, power or anything of that nature, but rather being assertive, confident and comfortable – and who wouldn’t like to be that?

When you deal with customers on a daily basis, you often find yourself in these unequal power situations. As a salesperson or customer service person you will likely have experienced feeling powerless in front of an a complaining customer. Unfortunately being powerless is a self-reinforcing mechanism; the balance of power tips and it becomes difficult to restore as the customer is more likely to act in an aggressive manner because the more you shrink the more they powerful they become and vice versa.

This imbalance does not do much to promote constructive communication and unfortunately it can result in a lowering of overall service performance as you will fear a similar situation next time you deal with a difficult customer and therefore start out in a defensive and low power stance.  

Now I am not advocating that you should put your hands on your hips and give back as good as you get, but you can improve on the situation by being more powerful yourself. By exuding power you become more confident and people trust confidence as it gives us a sense of security. Your customer will evaluate you much more positively and the likelihood of a successful outcome of the situation will have increased dramatically.

So my advise to everyone is – take two minutes out of your day every day and practice Amy’s high power poses and walk out there and fake til you become it!

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