You can say the message, yet convey the wrong meaning using poor body language. Actions speak louder than words- bring your words to life by body-building yo...
I tell a story in my management seminars about how years ago I asked a customer what he disliked about buying a car and he said "When the dealership holds my keys." Obviously, because of this I did not hold his keys. In the next management meeting I expressed that I wanted every salesperson to ask every customer what they did not like about buying a car and make sure to avoid that or pre position this up front. We also started giving the customers keys back and making a big deal of it. My used car managers was expressing angst over this and asked me what happens if we piss off a customer and they are leaving. If we have their keys they have to come back in. My answer was this, "So, let me get this right, we are focusing on what we should do after we piss of customers?" He and everyone else got the point. We went through every point of our process and began to change many outdated and ridiculous points of a sale. We found that we could just let them go because they no longer served us or our customers. We fall into traps of doing things because we have always done them. Critically examine everything on a constant basis.
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