your arms crossed, you’re automatically sending a message; so being open, referring to people by their first name – i know that sounds ridiculous to hear this, but we have to acknowledge the other person… so i don’t wanna go all the way and just say yeah, exactly what i just said, but be aware of your body language, watch their body language… you can see in talking to other people the changes in their facial expressions, their reactions… and there’s a degree of poker playing in this of course, probably likely around them than you, but the more that you’re aware of non-verbal communication, the further you can go 