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Chapter 4: Nonverbal Communication Skills © 2012 by Robert W. Lucas 2 Learning Outcomes • 4-1 Define nonverbal communication. • 4-2 Recognize various nonverbal cues and their effect on customers. • 4-3 Explain the effect that gender has on communication. • 4-4 Describe the effect of culture on nonverbal communication © 2012 by Robert W. Lucas 3 Learning Outcomes • 4-5 Identifying unproductive behaviors. • 4-6 Use a variety of nonverbal communication strategies. • 4-7 Demonstrate specific customer-focused nonverbal behavior. © 2012 by Robert W. Lucas 4 Nonverbal communication • Define – Consists of things such as movements, gestures, body positions, vocal qualities and other unspoken signals sent by people in conjunction with verbal messages • Most of our messages are nonverbal! © 2012 by Robert W. Lucas Nonverbal communication Scope 5 • What is included in nonverbal communication? – – – – Body language Eye contact Posture Facial expressions © 2012 by Robert W. Lucas Nonverbal communication Scope 6 • What is included in nonverbal communication? – – – – Head nodding Gestures Vocal cues Appearance and grooming © 2012 by Robert W. Lucas Nonverbal communication Scope 7 • What is included in nonverbal communication? – Spatial – Environmental cues – Miscellaneous cues © 2012 by Robert W. Lucas Gender and Nonverbal Communication 8 • Define • Discuss © 2012 by Robert W. Lucas Culture and Nonverbal Communication 9 • Define • How can we work with this better? © 2012 by Robert W. Lucas Negative Nonverbal Communication 10 • Can include the following: – Nervous habits – Mannerisms © 2012 by Robert W. Lucas Negative Nonverbal Communication 11 • Examples of mannerisms – – – – – – Handshake Fidgeting Raising eyebrow Peering over glasses Crossing arms Holding hand near mouth © 2012 by Robert W. Lucas 12 Strategies to Improve Nonverbal • • • • Seek out cues Confirm your perceptions Seek clarifying feedback Analyze your interpretations of nonverbal cues © 2012 by Robert W. Lucas 13 Customer-Focused Behavior • What are examples of customer-focused behavior? © 2012 by Robert W. Lucas