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1.Define nonverbal communication.

2.Recognize various nonverbal cues and their effect on customers.

3.Explain the effect that gender has on communication.

Skills for Success

Nonverbal Communication SkillsLearning Objectives

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

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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:

• Body language• Appearance/grooming• Environmental cues• Visual cues• Spatial cues

(proxemics)• Miscellaneous

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Types of Body Language

Body LanguageEye 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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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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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