In business, many lucrative negotiations and transactions take place face to face or over the phone. We usually focus on what others are saying and the meaning behind their words, tone or gestures. But it's just as important to be able to read the silences during a conversation, whether you're dealing with a customer or an employee. This may be the most common reason for silence. They may be considering the answer to a question, or they have the answer but haven't decided how to say it.
Good listeners become more aware of what the other person says next, as it's likely to be important.
The Person is Undecided . They simply can't figure out what to do next. How you handle their confusion is likely to determine how they respond after that point, so you might choose to hold back rather than try to force a choice. Open-ended questions might reveal the source of their indecision. The Person Perceives a Trap.