WELCOME
TO
EFFECTIVE BODY LANGUAGE
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• Please always be on time!
• Make sure your mobile phones are switched off!
•Feel free to use the toilet when ever you want but
please come back!
• 2½ hrs training with a break of 15 minutes.
•Please take notes to help you remember what you
have learnt
•Remember what you put into today’s session you
will benefit out of it, so participate please!
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RIDDLE
A
B
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OBJECTIVES
At the end of the session, you will be able to :
• Understand the importance of Body Language.
• Be aware of its impact in the communication process.
• Recognize 5 forms of Body Language used.
• Use Body Language to deliver a better service to the guests.
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Importance of Non Verbal Communication
V e r ba l
c o mmu n i c a t i o n
10%
B ody La ngua ge
T one of V oi c e
50%
40%
Source : Essessnet
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Eye Movement and Direction
Up and to the Right
Indicates: Visually
Remembered Images (Vr)
Up and to the Left
Indicates: Visually
Constructed Images (Vc)
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Types of Body Language
•Voluntary
•Involuntary
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2
3
4
5
Which one is which in the photos ?
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Photo
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Visual Communication
•Smile and eye contact
•Do you look alert, confident and ready to help ?
•Grooming
video
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Vocal Communication
Good
Morning…..
•Tone of your voice can alter meaning of words
•It's not only what we say, but how we say
•Phone conversation
•Hear emotions in a voice
•“Ahs, hums, hesitations and pauses.”
video
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Physical space
•The intimate zone (0 - 45 cm)
•The personal zone (45 - 120 cm)
•The social zone (120 - 360 cm)
•The public zone (360 - 750 cm or more)
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Gestures
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Body Posture
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Negative Body Language
Leaning against a
counter or wall
Too casual :
Not serious about things
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Negative Body Language
Legs widely apart
Casual
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Negative Body Language
Hands clenched together
Indicates Frustration &
closed thoughts
Not open to listen to you.
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Negative Body Language
The higher
the hands go,
the more
frustrated the
person is
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Negative Body Language
Defensive,
protective. Can
mean that he or
she is filtering
information.
Not ready to listen.
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Negative Body Language
Tiredness
•Face appear blank.
•Yawn or lean against a
wall
Surprise
•Raised eyebrows
•Widening of eyes
•Open mouth
•Sudden backward
movement.
Fear, anxiety and
nervousness
•Pale face.
•Not looking at the other
person.
•Damp eyes.
•Trembling lip.
•Varying speech tone.
•Speech errors.
Sadness
•Drooping of the body.
•Flat speech tone.
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Negative Body Language
To Avoid
•Head down - suggest timidity, not a positive impression
•Shoulders drooped - could mean lethargy and tiredness
•Weak handshake - implies too humble and lack of confidence
•Shifty eyes - signify nervousness
•Arms crossed on chest - stand for a defensive stance
•Fidgeting - is a sign of nervousness
•Hands in pockets - indicates you have something to hide
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Positive Body Language
The Right Posture
Stand with both legs
on the same line
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Positive Body Language
The Right Posture
Control body movement.
It should be relaxed and
deliberated.
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Positive Body Language
The Right Posture
Stand with parallel
shoulders, in a
straight upward
position.
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Positive Body Language
The Right Posture
Stand with both arms
down by side
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Positive Body Language
To Adopt
•Walk actively
•Hold head up!!
•Hold shoulders upright
•Keep posture erect
•Give a firm handshake
•Create steady eye contact
•Open arms/palms
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Review
What percentage of total impression is non verbal ?
State 3 types of Body Language.
What is the distance that you should keep while
talking to a guest ?
Name 2 types of Negative Body Language that we
should avoid.
Mention 2 types of Positive Body Language that we
should adopt.
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THANK YOU
music
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