Friday, September 7, 2012

Quickest Way to Body Language Mastery: Watch this Video ‘Verbal Ambush’ of a Chick-fil-A Employee

Watch this video ten times.  You will have to turn the sound off eventually. What we see is a Chick-fill-A employee under extreme stress where every facial expression and gesture maters.

I would suggest watching the video at least once without reading on.

See how she is removing the hair from around her ear.  We can do this for a couple of reasons: to draw attention to her hair, she is hearing something she does not like.

The hand movement is because there is a small bug in her personal space, it moves close to her mouth and she blows air out to get the bug away.  We all do this to avoid eating bugs.

Notice how quickly the smile leaves her face.

When she says, "she disagrees." she leans forward.  This is a sign that she really believes what she is saying, she is not "shying away" from her statement.  Even though when she first starts speaking we see a little shoulder shrug.

She licks her bottom lip (pacifying), notice when she speaks her blink rate is irregular (part of it is eye blocking, slow blink followed by quick blink rate). We blink faster under stress.

Notice the lip purse, this is a serious sign that she could say something but is showing constraint.  She is "locking" down her mouth.

Next we see a head shrug, she dips her head to her right quickly.  Shrugs are a sign of being unsure.

Notice how she gestures with her hand, this is combination of a hand stop (because we see a great deal of palm) and hand sweep, she is trying to dismiss this conversation.

Then notice when she says my personal beliefs she places her hand on her heart this is a sign of sincerity.

Head nod yes.

Large exhale, this is a really big sign of stress. She does this several more times throughout the confrontation.

Another pacifying lip lick.

Notice when she is asked how she could live with herself another lips purse.

Notice up to this point she never takes her eyes of the customer.  We do this when in any type of confrontation (physical or verbal), when she does divert her eyes it is to look down and to the right, looking in this direction is sometimes done when we are thinking using our "logic" part of our brain.

Then notice the series of subtle micro expressions, first of sadness, then anger- both in her eyes when he continues to talk.  If you do not see it you may want consider micro expression training. Information about this is on the right hand side of this page.  This was not the first time she has shown the subtle micro expression of anger.

When she says, "We are happy to serve..." she is raising her hand, palms facing upward.  This is a gesture that shows honesty.

Another lip purse.

She cannot turn away from this customer quick enough.

Notice when he continues to talk, she how disappointed she is with her exhale.

Then look at the other employee enter the video from the bottom left, huge happiness and joy expression on her face!

Followup to the content of this video, there is a HUGE amount of dislikes compared to likes.  People hated to see this employee bullied while trying to do her job. Adam Smith, who filmed himself haranguing a polite drive-thru worker then placing the video online was fired from his position as the Chief Financial Officer of a Tucson-based medical supply company, Vante. The CEO of the company called now-former CFO Adam Smith's rant disturbing and inappropriate.  It is refreshing when there are consequences to being too politically correct and rude.

The learning continues.  She is a very expressive person.  The below video is the only video I could find of this employee being interviewed about this incident.  Watch her closely when they play part of the rant, she emotionally relives the experience.  This is common with "victims" and when there is a lack of this in a police situation, where a crime is being reported and no witnesses, it is a hot spot.