James Grunloh, sales representative for Appleton Office Supplies Company, has just entered the office of Bob Croze, office manager for Old Orchard Candle Makers. James, who has just graduated from college and has since started selling for Appleton, is dressed in a two-piece brown suit. As James enters the office, Bob, a large man around 50 years of age, sits behind a large wooden desk with his arms and legs crossed. James: (walking around Bob’s desk to extend his hand) Good morning, Bob. It’s a pleasure to meet you. How are you today? Bob: Fine, just fine. You’re a little late. James: Just 5 minutes. I was delayed at the bank. Bob: (rubbing his nose with his index finger and crossing his arms and legs) Well, alright. What can I do for you? James: I am here to tell you about our new office forms. I think you will be quite pleased with them. Bob: Before you go any further, let me tell you that we have just placed an order with one of your competitors. James: (crossing arms and legs, his voice increasing in speed and pitch) I’m sorry to hear that. You should have waited until we got here. Appleton’s prices have just been lowered by 10 to 20%. Bob: (uncrossing his arms and legs and stroking his chin) They have? James: (buttoning his coat and starting to rise) Well, I guess it’s too late if you’ve already placed the order. Next time, give us a chance, will you? As James leaves, Bob sits with his elbows propped on his desk and holds both hands together in front of his mouth.
Regarding the scenario above, answer the following questions:
What mistakes in his own nonverbal behavior has James made? Cite at least 2 examples, explaining James’ nonverbal behaviors and the messages they sent.
What nonverbal cues in Bob has James failed to recognize? Cite at least 2 examples, explaining Bob’s nonverbal behaviors and the messages they sent.
Rewrite the dialogue to show how you think James should have handled matters. Include at least 2 new nonverbal behaviors from either James or Bob.
Describe 3 examples of good nonverbal behavior James and Bob could portray.