The Definitive Book of Body Language

Reinforced Arm-Crossing

If a person has clenched fists as well as a full arm-cross, this
cluster, called Fists-Clenched-Arm-Crossed, shows hostility as
well as defensiveness. If it's combined with a tight-lipped smile
or clenched teeth and red face, a verbal or even physical attack
could happen. A conciliatory approach is needed to discover
what is causing it if the reason is not already apparent. This
person has an aggressive, attacking attitude.

written test forces them to unfold their arms and lean

forward. This moves them into a more open position and,

therefore, a more open attitude. Asking someone to lean

forward to look at a visual presentation can also be an effec-

tive means of opening the arms-folded position. You could

also lean forward with your palms up and say, 'I can see you

have a question...what would you like to know?' or, 'What's

your opinion?' You then sit or lean back to indicate that it's

their turn to speak. By using your palms you non-verbally tell

them that you would like them to be open and honest because

that's what you're being.

Arm Signals

Why am I holding all these pens, pencils and brochures?'

asked the customer, who began to look like a decorated

Xmas tree. I'll come to that later,' said the negotiator.

Salespeople and negotiators are often taught that it's usually

safer not to proceed with the presentation of a product or idea

until the prospect's reason for folding his arms is uncovered.

More often than not, buyers have hidden objections that most

salespeople never discover because they missed seeing the

buyer's arms-folded cluster, signalling that he was feeling neg-

ative about something.