dbee
you are absolutely right! Non-verbal is not part of any trainig MCC CRM courses and as you can really understand nowaday is also quite difficult to communicate using only one channel (not only Italian use hands to say something!)
But on the other side we must admit that also a "wink and a smile" is non-verbal and the cockpit is full of this moment!
what i'm trying to get into is an idea that come up a couple of days ago after reading about this mambo-jumbo NLP... and i'm trying to understand if someone already though about it since since it's not the latest hot ticket!
Thanks
Buzz