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Small Business Management Toolbox Face to face communication Facial expressions and eye contact Your facial expression reveals your mood. A smile is welcoming and shows your interest. A blank expression or a frown can show disinterest. Eye contact between the sender and the receiver is an important part of the communication process. For the sender Eye contact establishes and maintains the flow of communication and shows respect for the listener. If you are conveying a message you want to know that the receiver is listening and that they are understanding. Eye contact is a way to observe this. For the receiver Eye contact with the person speaking to you shows interest and the desire to listen. It conveys your understanding of what is being said. Eyes wandering around the room may show your attention is elsewhere. Speaking and listening For the sender Clarity of voice is important. Do not mumble if you want to be understood. Conveying a message requires the right choice of words to correctly convey the meaning. Note however that the tone used when speaking the words can convey a range of emotions which colour the meaning of your message. In some situations the receiver of the message may interpret more from the tone of your voice than the words themselves. If your tone doesn't match your meaning it can lead to confusion. For the receiver Listening does not just involve hearing what is being said. Listening also involves responding to the feelings and thoughts communicated by the speaker. BSBCUS401A Coordinate implementation of customer service strategies © Commonwealth of Australia | Licensed under AEShareNet – S Licence Face to face communication Page 1 of 2 Small Business Management Toolbox A good listener does the following: • reassures the speaker that they have heard what is being said. This can be achieved by short verbal responses such as 'Yes', 'Ah huh', 'I understand' • communicates acceptance, concern and respect by verbal and non-verbal means • finalises what has been said and confirms that they have understood the meaning. Use of hands For the sender and the receiver Be aware of how you use your hands and how your gestures can be interpreted. Using gestures can help to illustrate what you are saying, eg to show size, direction and number. Note also that gestures such as pointing, finger wagging or clenching fists can be interpreted as confrontational or disrespectful. Body language For the sender and the receiver Stand facing the speaker/listener at a comfortable distance and maintain a relaxed posture. Be aware of your body. Crossed arms may indicate annoyance, reservations or reluctance to communicate. Fidgeting or drumming of fingers may indicate a lack of attention or interest and even disrespect. BSBCUS401A Coordinate implementation of customer service strategies © Commonwealth of Australia | Licensed under AEShareNet – S Licence Face to face communication Page 2 of 2