Download Instructor Note 29

Instructor Note 29:

Learning Objective 6: Use a variety of nonverbal
communication strategies.
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Learning Objective Note: PPT 12 should be used with Learning Objective 6,
pages 104-106.
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STRATEGIES FOR IMPROVING NONVERBAL COMMUNICATION, p.
104
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Students should understand how to identify nonverbal behaviors and therefore
understand the strategies to help them improve their nonverbal skills.
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Use PPT12 as you introduce students to the strategies:
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Seek out the Nonverbal Cues, Confirm your Perceptions, Seek Clarifying
Feedback, and Analyze Your Interpretations of Nonverbal Cues sections that are
shown on the PPT slide and discussed briefly below. As you discuss each one, ask
for input or clarification from the students about their interpretation of each
strategy.
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SEEK OUT NONVERBAL CUES, p. 104
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Often service providers miss important vocal and visual cues because they are
distracted or doing other things that requires their attention. These missed cues are
often the difference between successful and unsuccessful customer experiences.
Train yourself to look for nonverbal cues by becoming a “student of human
nature.” Open your eyes and spend some time watching for these cues in places
you visit, such as restaurants, the student cafeteria and classes, the airport and
other areas where people meet to attend an event. Watch the behaviors and try to
interpret them. Keep in mind that human nature is not exact and that many factors
impact the nonverbal cues.
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Look at clusters of nonverbal behavior that might be positive or negative.
Evaluating clusters can give you a more accurate view of what is going on in a
communication exchange.
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CONFIRM YOUR PERCEPTIONS, p. 105
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Let others know that you have received and interpreted their nonverbal cues. Ask
for clarification by perception checking if necessary. This means that you state the
behavior you observed, giving one or two possible interpretations, and then
asking for clarification of the message’s meaning.
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SEEK CLARIFYING FEEDBACK, p. 105
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In many instances you need feedback to adjust your behavior. You can ask
someone to help you with this by giving you feedback, but keep in mind that
everyone does not like to give feedback and may not give you an honest appraisal.
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ANALYZE YOUR INTERPRETATIONS OF NONVERBAL CUES, p. 105
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One way to ensure that you are accurately evaluating nonverbal cues given by a
variety of people is to analyze your own perceptions, stereotypes and biases. The
way you view certain things or groups of people might negatively impact your
ability to provide professional and effective customer service to all your
customers.