Customer Care

Body Language

Importance of Body Language

Three ways in which we communicate:-

In Words

Tone of Voice

Body Language

What percentage of information is transferred:-

By the words

By the tone of voice

By our body language

Would you like to

reconsider your answer?

Routes to the brain

Sight 85% Sound 10% Smell Taste 5% Touch

Purpose of this lesson

To increase your awareness of body language.

To help you to synchronise your verbal and non verbal communication.

To demonstrate how body language can be used when dealing with customers.

Main Aspects of Body Language

Posture Gestures Face Eyes Tone of voice Proximity

Posture

What do we mean by posture?

The overall bearing of the body.

Posture comprises of:-

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

If I was aggressive what position would the following be in?

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

If I was shy what position would the following be in?

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

If I was socially comfortable what position would the following be in?

Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

Gestures

Using your hands to talk

What do people do with their hands when they feel:-

Threatened

Nervous

Angry

Relaxed

Finger movements

Pointing

Tap

Moving

Facial Expressions

What are the most expressive parts of the face?

How do we tell if someone is:-

Pleasantly surprised Unpleasantly surprised Anxious Sad Angry Concerned Disbelieving

Which parts of the face are expressing the persons feelings?

Eyes

Why is eye contact so important?

If someone does not look you in the eye what do you think of them?

Staring

If a person stares at you how does it make you feel?

Tone of Voice

What do we infer if someone’s voice is too quiet and hesitant?

Tone of Voice

What do we infer if someone’s voice is loud, fast and abrupt?

Tone of voice

Components that effect the tone of voice:-

Volume

Pace

Pitch

How can we tell (using these three components) when a person is:-

Bored?

Impatient?

Concerned about us?

Pleased to see us?

Proximity

How close are we happy for someone to get if they are a:-

Stranger

Social or a business contact

Very close friend

Personal Space

How do you feel when someone enters your personal space?

In Summary

We never get a second chance to make a first impression.

Use body language to make you appear more confident, assertive and trusting.

Read other people’s body language to gather vital information about how they really feel.