E ye contact is No.1 FOR CONNECTION.
In those few seconds, we make micro-decisions. We decide what the other thinks, feels and stands for. We decide their credibility, their honesty, their character, their competence and attentiveness. Sometimes eye contact can feel uncomfortable, but the absence of contact is even more unnerving. Lack of eye contact is perfect for avoiding conversation, and avoiding human connection.
TERMS
3 MAGICAL SECONDS OF HUMAN CONNECTION.
WHAT IS A MICRO-DECISION?
Micro-decision Micro-decisions are those fast almost intuitive decisions we make in less than a second. Do I trust this person? Are they friend or foe? Do they like me? Do they know what they are talking about? Are they really listening? Snap Judgements In fact, we make snap, or super fast judgments which predict our micro - decisions and they are informed by our unconscious biases. Snap judgments mean that we can take more time to choose a toothpaste than a new friend at work.
There is a German expression, ‘wie luft behandeln’, which means to be looked through as air. Psychologists have discovered that when we don’t connect with others through eye contact, people are less likely to trust us and are more likely to think we’re insincere.
Emotional intelligence One very important way we can physically demonstrate our emotional intelligence is by holding a guest’s gaze.
Research tells us There is even research to tell us just how long is best to strike the perfect balance between too little and appearing avoidant and too much and seeming intense: three seconds at a time.
TRY IT NOW
How does avoiding eye contact impact our guests and our people?
20 | ONE: PEOPLE CRAVE BELONGING
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