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CMA Foundation · Fundamentals of Business Laws and Business Communication · Features of Effective Business Communication

During a client meeting in Chennai, a sales executive says he is very interested in the proposal but keeps his arms tightly crossed, looks at the floor and leans away. Which statement best describes the effect on the communication?

The mismatch between his enthusiastic words and his closed, withdrawn body language makes the message incongruent, so the client may doubt his sincerity. Listeners tend to trust non-verbal cues when they conflict with words, so effective communication needs verbal and non-verbal signals to agree.

  1. AThe words and body language are incongruent, so the client may doubt his sincerityCorrect
  2. BThe non-verbal cues are irrelevant because only spoken words carry meaning
  3. CThe client will certainly take the message as more positive
  4. DBody language only matters in written communication

Explanation

Non-verbal cues either reinforce or contradict the words. Closed posture, avoided eye contact and leaning away contradict stated interest, so listeners usually trust the body language and doubt sincerity. The other options wrongly deny the role of non-verbal signals.

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