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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:
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•
•
•
•
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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13
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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15
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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