Mehrabian’s research showed that:
receiver of the communication will accept the predominant form of communication, the non-verbal (38% + 55%)
rather than the literal meaning of the words (7%)
Therefore, our body language and tone of voice should be consistent with the words we use
i.e.: when we say what we mean to say and say it rightly
otherwise we can confuse people and reduce the prospect of getting our message across to be understood
we have to take responsibility ourselves for any failure to communicate effectively