part 2 Skills for Success
4 Nonverbal Communication Skills
Learning Objectives, Chapter 4
1. Define nonverbal communication.
2. Recognize various nonverbal cues and their effect on customers.
3. Explain the effect that gender has on communication.
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Learning Objectives, continued:
4. Describe the effect of culture on nonverbal communication.
5. Identifying unproductive behaviors.
6. Use a variety of nonverbal communication strategies.
7. Demonstrate specific customer-focused nonverbal behavior.
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Nonverbal Communication
Nonverbal Communication Defined:
Nonverbal messages such as movements, gestures, body positions, vocal qualities and a variety of unspoken signals sent by people, often with verbal messages.
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Feelings:
How they are communicated
Communication of feelings:
55% of message meaning (feelings) between two people is from facial and body cues
38% is from vocal cues
7% is from words actually used
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Categories of Nonverbal
Communication
Understand the makeup of nonverbal communication:
• Body language
• Appearance/grooming
• Environmental cues
• Visual cues
• Spatial cues
(proxemics)
• Miscellaneous
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Types of Body Language
Body Language
Eye contact
Posture
Facial expressions
Head nodding
Gestures
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Environmental Cues
What are environmental cues?
Any aspect of the workplace within which a customer comes into contact.
How does a customer view stacks of paper or clutter? What other aspects of the environment may cause a customer to view the organization negatively?
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The Role of Gender in Nonverbal
Communication
Behavioral Differences Between Males/Females
Body
Vocal
Facial
Behavior
Environmental
Men and women differ in their approach to relationships. These are general differences that are seen in many men and women.
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Impact of Culture on Nonverbal
Communication
Define the impact of culture .
This phrase refers to the outcome from contact between people from various countries or backgrounds, potentially experiencing misunderstandings or relationship breakdowns.
To be successful in a global economy, you need to be familiar with the many cultures, habits and beliefs of a wide variety of people.
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Unproductive Behaviors
Habits or Mannerisms:
Do they impact service?
Unprofessional handshake
Fidgeting
Pointing a finger or other object
Raising an eyebrow
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Unproductive Behaviors, continued
Habits and mannerisms can send negative signals.
Peering over glasses
Crossing arms or putting hands on hips
Holding hands near or over mouth
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Improving Nonverbal
Communication
Strategies to Improve Nonverbal
Communication:
Seek out nonverbal cues
Confirm your perceptions
Seek clarifying feedback
Analyze your interpretations of nonverbal cues
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Providing Customer-focused
Behavior
Ways to provide customer-focused behavior:
Stand up, if appropriate
Act promptly
Guide rather than direct
Be patient
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Providing Customer-focused
Behavior , continued
Ways to provide customer-focused behavior, continued:
Offer assistance
Reduce customer wait time
Allow customers to go first
Offer refreshments, if appropriate
Be professional
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Courtesy? Is it Important?
Why should you be courteous?
Image is enhanced.
Customer loyalty increases.
Word-of-mouth advertising increases.
Complaints are reduced.
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Courtesy? Why?
Why should you be courteous? (continued)
Employee morale and esteem increase.
Financial losses decrease.
Employee-customer communication improves.
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Communication of Feelings,
Fig. 4.1
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Work It Out 4.1
Facial Expressions
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