Impactful Communication: Carole Railton, Body Language Expert, On 5 Essential Techniques for Becoming an Effective Communicator
An Interview With Athalia Monae
Open posture is a powerful indicator of confidence and approachability. Avoid crossing your arms or legs, as this can signal defensiveness or a closed-off attitude. Instead, stand or sit with your shoulders back, arms relaxed at your sides or lightly resting on a table, and feet flat on the ground. Keeping an open posture signals that you are engaged, receptive, and comfortable in a situation. This makes it easier for others to trust you and fosters a more positive, collaborative environment. Its a great one to use when you want to get information from someone. Maybe you are at the airport and have missed your plane, if so, is a must to use open behaviour as you want to know how to get on the next plane and how the airport assistant can help you. I always use this behaviour when in reception areas waiting a client. The information you can gain from a receptionist steers you in the right direction to communicate with your contacts.
In an age dominated by digital communication, the power of articulate and effective verbal communication cannot be understated. Whether it’s delivering a keynote address, leading a team meeting, or engaging in a one-on-one conversation, impactful speaking can open doors, inspire change, and create lasting impressions. But what truly sets apart an effective communicator? What techniques and nuances elevate a speech from mundane to memorable? As part of this series, we had the pleasure of interviewing Carole Anne Railton.
Carole Anne Railton FRSA is a Global Body Language Specialist. She started her career working for IBM. In South Africa took a marketing diploma where she achieved the highest mark ever recorded. She returned to the UK, working for Reed Employment where she became regional manager. Next, Xerox where she quickly raced through the ranks in the UK and The Middle East. Her roles Sales, Sales Training, Sales Management of nine country operations in the Middle East. At Datapoint as Branch Manager in the USA & UK. She tried to buy the company without success, became MD of Persona Networks before forming her own company, Life After Branding to work with companies in the fast lane or those heading that way and wanting to increase their sales and ROI.
Carole found out that she had a half-sister on her mother’s death bed. In that moment she vowed never to be lied to again and began researching body language. She now works as a global body language consultant, speaker and executive coach, with international organisations and business leaders, showing them how to communicate with greater clarity and impact using modern body language behaviours. Consistently rated in the top 15 in the world of business body language. She looks at interaction of robots with humans, has experience in 47 countries. Some of her clients: KPMG Singapore, IBM France, Google London, CFEO Nigeria, Coke Cola Serbia, Shell UK and Criminology Dept. Mahido University, Thailand.
She has authored three books, The Future of Body Language, A Useful Guide to Personal Branding, and most recently co-authored SeniorITy a book on AI for seniors. She appears regularly in international media and gives talks including: Is What You Say What They Hear? & Sexes in the Boardroom.
Thank you so much for joining us in this interview series. Before we dive into our discussion about communication, our readers would love to “get to know you” a bit better. Can you share with us the backstory about what brought you to your specific career path?
On my mother’s death bed I found out I had another half-sister. In that moment I decided to never be lied to again. I was so shocked at having been brought up without this knowledge I started learning about body language and of course, recognising lies in particular.
Can you share the most interesting story that happened to you since you started your career?
Yes, its something that could not happen again today. I was flown to German to give a talk only to find on my arrival they expected me to deliver it in German, which I have only a scant knowledge of. Luckily they found a translator for the talk, which was the first time I had worked with a translator. There are usually some comedic parts to my talk and it was odd hearing the laughter from the German audience some time after I had delivered them. Thank goodness for all the translations products now on the market and the rapid development of AI and robots.
You are a successful business leader. Which three character traits do you think were most instrumental to your success? Can you please share a story or example for each?
My number one characteristic is to keep on learning. I spend most of my office time validating and learning so I know that I am up to scratch and able to advance with modern techniques. This has lead me t academia. I never thought of myself as academic, yet recently I started teaching at a top Thailand University, having already taught in an Indian one some time ago. I am working with an extremely talented professor in the criminology dept. In Thailand. This has only come about because of my advanced knowledge about new body language since Covid. I was ahead of the game writing and delivering courses on the changes, such as focusing more on faces on screen so loosing some of the subtle body postures that give clues to what is going on.
My second characteristic that has supported me throughout my career is authenticity, I even gave a talk on this recently at a large investment house in the City. I strongly believe that is what body language is all about, showing a better version of yourself. I am dyslexic and have generally shared that with customers. Like most of us, I have ups and downs in my career such as when I tried to buy Datapoint with two other directors and we failed. Learning from failure is such a great way to develop and I believe builds you up for any future problems you might encounter.
I am most proud of how tenacious I have been when I see something I want or believe its the way forward. Of course, I always take account of others views, but when you are at the top you take a more global view, seeing perhaps more than others. Getting the sales as a new business person knocking on doors builds your resistance and lets you know that if you keep going you get the results. My most difficult sale when selling was to Stockport council. The contact there was upset knowing how much commission I would get if the sale went ahead. I even tried to entice him to join Xerox and told him how much I would get if he did join and make the sales. When eventually he agreed the sale he asked to meet the sales person. I was devastated he thought I was a warm up girl. A well deserved sale for sure after a tenacious 3 months.
Ok, thank you for that. Let’s now jump to the primary focus of our interview. Let’s begin with a basic definition so that we are all on the same page. How would you define an “Effective Communicator?” What are the characteristics of an effective communicator?
Communication is a two-way exchange of information, in business we need a result from that communication. One of my talks is ‘is what you say what they hear?’ Body language can enhance verbal communications if you are authentic and honest. Effective communicators get their message across in the shortest possible time. Understand the other persons needs as well as their own is vital, you need them to be able to listen actively and respond appropriately as well as you doing the same yourself. Done well it builds trust and prevents misunderstandings. I believe the characteristics, Clarity, Conciseness, Simple, Straightforward and the ability to tailor the message to the audience will bring the best results. I have already mentioned authenticity and honesty and if you are able to use and recognise body language it enhances the chances of your message being understood. Further down the line, the amount of empathy you can show and your ability to adjust complex language into messages the receiver understands the better your communications will be. The final part of good communication is the amount of confidence you display, being properly educated on your subject gives you the rationale and confidence to go further.
How can one tailor their communication style to different audiences or situations?
There are four personality styles that I work with. Extroverts is the first one. Extroverts tend to talk and move quickly, they like excitement, make great salespeople for insurance as they are dramatic and can cope with life and death situations. The way to deliver to these people is to talk and move at their speed so you maintain their excitement. Extroverts find it hard to sit still on video calls so if you can meet them face to face.
Pragmatics, my number two also speak quickly, are organised and generally know what they want, having done their research. Establish what they are looking for quickly. Give them the facts and benefits and close quickly. These are the people who you think you have closed the conversation with and when you are about to walk away they ask for additional requirements. Be ready and respond positively and quickly.
Analytical people need information. They will want to know what year your company was founded, how long you have worked for them, what the turnover is, its questions all the time. To have the most effective communication with analytical people ask them questions. Give them knowledge and you will be on a safe road to success.
My fourth personality type is Aimable. These people tend to like the status quo. They like to say yes, to you and everyone else. They like to repair things. A lot of people in the health industry show this characteristic. For me they are the hardest to deal with. They talk more slowly, want everything to be perfect or safe. These types of people need the most reassurance from you. Use all your skills both verbal and behavioural along with body language that shows you are open and caring.
Can you provide an example of a time when you had to adapt your communication style to reach a particular audience successfully?
I did a lot of work with the Charted Public Accounts. Initially I found it hard to lecture to this group on body language behaviours And when I told them I was involved with Robots they were even less sympathetic to me. The group was also predominantly male! As I had been booked for a series of talks I had to adapt quickly to keep the contract. I took a chance and decided to deliver in a more analytical style, slower, more information, asking questions and then answering them. And, of course, I would not be telling you this if it was not successful. I managed to get the audience on side and fulfil the contract. I am still friends with the organiser of this contract, he was at my flat with his wife just two weeks ago.
How do you handle difficult or sensitive conversations while maintaining open and effective communication?
Handling difficult or sensitive conversations with open and effective communication requires a combination of emotional intelligence, active listening, with a clear, respectful approach. So to begin with I prepare emotionally and mentally, I am generally calm which I also think is important. Being self-aware is a great gift and comes with years of experience. I will try to establish trust, choose the right environment and start with clarifying questions. This is a time to use open body language, i.e. your throat and gut are involved in delivering a difficult message and these area should not be covered by your arms. Finding common ground helps too. Of course, the focus is always on the solution. And, after the conversation, if there is a chance to follow up do so as quickly as possible.
In your experience, how does storytelling play a role in impactful speaking? Why do you think stories are effective in communication?
Storytelling is a powerful tool in communications as it helps to engage, inform, and persuade. Stories tap into emotions, which is one of the most effective ways to connect with an audience. People remember stories far better than they remember abstract concepts or statistics. When listeners or readers feel emotionally connected they are more likely to pay attention and remember the message.
Over the years, myths and movies have been a fundamental way to capture interest. Content structured as a narrative, creates anticipation and curiosity which helps maintain engagement which is so critical in today’s world where attention spans are so short.
Storytelling allows for transparency and authenticity (my favourite word), which are key for building trust. When individuals or organisations share personal stories or real-world examples, it humanises them and fosters a sense of credibility. For individuals, storytelling is an important way to define personal identity and values and serves as a universal form of communications. When people share the same story, it unites them, creating a sense of community and collective understanding. Storytelling can subtly influence decision-making by framing information rather than presenting a list of pros and cons. In summary, storytelling is more than a tool for entertainment, is part of effective communication. Trying to persuade or entertain, a well crafted story can help clarity complex ideas, build stronger relationships and motivate action.
What are your “5 Essential Techniques for Becoming an Effective Communicator”?
1 . Open posture is a powerful indicator of confidence and approachability. Avoid crossing your arms or legs, as this can signal defensiveness or a closed-off attitude. Instead, stand or sit with your shoulders back, arms relaxed at your sides or lightly resting on a table, and feet flat on the ground. Keeping an open posture signals that you are engaged, receptive, and comfortable in a situation. This makes it easier for others to trust you and fosters a more positive, collaborative environment. Its a great one to use when you want to get information from someone. Maybe you are at the airport and have missed your plane, if so, is a must to use open behaviour as you want to know how to get on the next plane and how the airport assistant can help you. I always use this behaviour when in reception areas waiting a client. The information you can gain from a receptionist steers you in the right direction to communicate with your contacts.
2 . When standing or walking, avoid hunching over or slouching which indicates fear. I have a curvature of the spine so this one is not easy for me so I have to make a concerted effort at all times to appear straight and balanced. You have only to look at people living on the street to see how they walk, they are slouched over in defeat. Someone who is successful will stand tall and proud which helps in all sorts of situations. I use to practise before going on stage to give a talk standing tall, and pretending I had a crown on my head, a heavy jewelled crown. This meant I had to have my head up and my back straight to stop the crown falling off. The benefits of this are plenty, you become regal in your movements, something leaders are, your lungs open up, you are relaxed and your breathing is regular. So talking is easy, breathing is easy, you feel regal and confident and things generally work out.
3 . Eye contact is a subtle but powerful way to convey confidence and attentiveness. In face-to-face settings, maintaining appropriate eye contact shows that you are engaged, listening, and present in the moment. Aim for eye contact 60% of the time. It’s different on video, you will be watching a person’s face for 90% of the time, and be much more focused, that is why we feel tired after we have completed these meetings. When I am influencing, in particularly pitching, I will look at the person I am pitching to in the left eye, the receiving eye which speeds up the conversation, and makes the other person feel good. The ideal situation here is they start looking you in the left eye too, which they will do after a little while if you are doing this correctly. Nothing is worse than staring at someone in both eyes, which is only necessary when you need to take control in an urgent situation. This lighter approach of using the left eye only in influencing situations works really well.
4 . Hand gestures can help reinforce your message and make your communication more dynamic. When speaking, use your hands naturally to illustrate your thoughts. Small, purposeful gestures can emphasise key points, making you appear more confident and persuasive. On stage the gestures need to be bolder. Avoid pointing as this can seem aggressive or domineering. Instead, use open, expansive gestures that convey inclusivity and collaboration. I have quite a lot of continental blood in my body and have always used my hands to enhance my conversations so feel lucky at how natural this is for me. I am reminded though of time in Nigeria using my hands to exaggerate points whilst training a group of brand managers. They were really surprised by how much i used my hands and arms and told me so. We had a discussion about it and I soon learnt that they had been told the opposite. It was not a cultural thing rather what they had been taught at school so the teacher could control them. After our conversation everyone was more relaxed. We actually changed the branding for the product quite easily, and even agreed to the product being placed in cans instead of bottles which meant transportation was cheaper, and the product looked more modern. So I think a good example of communication being sped up to solve several problems: one of cost of transport and another to gain a younger audience for the product.
5 . Mirroring the body language of the person you’re speaking to get rapport is somewhat of a myth! You need to know a bit more about the person before you do this. By matching their tone, posture, or gestures and energy level, you can create a sense of connection and make them feel more comfortable. However, before you do this, you do need to decide what personality style they are, adjust to that, and how much energy they employ and adjust to that too. It should feel natural, not forced, and it’s important not to mirror any negative body language. If a person is depressed and you mirror them you will also run into trouble. Many years ago I tried not to mirror movements but mirror a persons breath. This is what I now teach. In conversations where I only mirrored the breath, our very life source, I gained more contracts and more successes, it is what set me on my path to launch Life After Branding and its how I still work today. People feel more secure when you do this. Most contacts know about mirroring and is why I believe it should only be used as a last resort use their breath patterns instead and do let me know how you get on with these changes.
How do you integrate non-verbal cues into your communication? Can you provide an example of its importance?
Business body language is an essential tool for communication. By mastering these five tips, above maintaining an open posture, using eye contact effectively, incorporating hand gestures, mirroring others breath patterns and being mindful you can enhance your professional image and foster stronger relationships. Whether you’re in a meeting, delivering a presentation, or negotiating, your body language will play a critical role in how your message is received. Be intentional about how you present yourself until it becomes natural and it will pay off in all your business interactions.
How has digital communication changed the way you convey your messages? Are there any specific challenges or advantages you’ve encountered?
My latest talks and research are around this area. Yes there are many changes in our body language behaviour since covid.
The Art of New Body Language my new training is about this very subject. I have delved deeply into the subtle art of decoding human interaction, unlocking secrets about our emotions, intentions, and social dynamics through physical cues. However, since the COVID-19 and the global shift to virtual communication, the landscape of non-verbal communication has changed drastically. While many aspects of body language remain constant, modern technology is beginning to recognise new patterns and shifts in how we use and interpret body language, both in person and on screen.For instance we concentrate more on the face in onscreen conversations than we ever would in a face2face conversation. Video calls and virtual meetings has fostered a need for faster, more efficient reactions, influencing the way we use body language in both digital and face-to-face settings
Pre COVID, in-person interactions allowed for a more nuanced exchange of body language cues, subtle shifts in posture, hand gestures, and even ambient movements like the direction of someone’s gaze. However, when the world was forced into lockdown, primary means of interaction became digital. As people adapted to virtual meetings on platforms like Microsoft Teams, the reliance on screen-based communication, where the vast majority of body language is obscured introduced new challenges and altered behaviours.
There had been a significant transition that has led to several noteworthy shifts in body language patterns. In a traditional face-to-face interaction, much of our communication is conveyed through posture, touch, and proximity. Now when we are in the world of screen-to-screen communication, facial expressions have become the primary medium for emotional exchange. With the decreased ability to rely on body language as a whole, these micro-expressions have become crucial in interpreting a person’s true feelings or state of mind during meetings.
As virtual meetings have become the norm, many people have developed a heightened sensitivity to the need for rapid responses. In an online meeting, delays, muted microphones, and awkward silences are perceived as unprofessional or disengaged, encouraging participants to react more quickly than they might in a physical space. Hand gestures and facial expressions are becoming larger and more dramatic as people instinctively exaggerate their non-verbal cues to make sure their points are understood.
Public speaking is a common fear. What techniques or strategies do you recommend to manage and overcome stage fright?
Imagining you have a crown on your head when you walk on stage gives you a feeling of being regal. Standing tall. Focus on your audience not your slides. Now that auditoriums have clever ways of showing your slides in front of you, there is no need to turn to your screen. I tend to work one-to-one with people who need help with public speaking as its about showing the best you now being formulaic.
What additional resources do you recommend for individuals looking to improve communication skills?
Who would have thought we would have waved on entering a zoom meeting and again when we leave. While hands are often a major part of in-person communication, body language during video calls can restrict how gestures are perceived. This has created a new trend of gestures that are smaller contained movements, more easily visible in the confined space of a screen. It’s worth understanding these new gestures so you can be ahead of the game.
Extended use of video calls has led to increased stress on individuals to remain in place, which is hard for extroverts. The pace of communication has also quickened in digital environments, responses are often expected more rapidly due to the immediacy of technology. As a result, body language has adapted to match the speed of conversation and these new skills need to be learnt to give you advantages over your competitors. With AI agents and bots moving into the negotiating world we need to make sure that we are up to speed on the most influential skill that is body language.
I firmly believe that being authentic and using enhanced behaviours to both speed and influence others in this new technical environment of body language is the way forward.
You are a person of great influence. If you could start a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. 🙂
I would like to see people be able to understand each other and themselves better so communications are more successful and there are less arguments and violence. I would also love to see body language taught in schools — it’s a vital life skill.
How can our readers further follow you online?
Website: carolerailton.com/
LinkedIn carolerailton FRSA
Facebook carolerailtononline
Twitter @carolerailton
Instagram https://www.instagram.com/carole.railton/
Thank you for the time you spent sharing these fantastic insights. We wish you only continued success in your great work!
About the Interviewer: Athalia Monae is a product creator, published author, entrepreneur, advocate for Feed Our Starving Children, contributing writer for Entrepreneur Media, and founder of Pouches By Alahta.
Impactful Communication: Carole Railton, Body Language Expert, On 5 Essential Techniques for… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.