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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.
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Face to face communication
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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