Define nonverbal communication. Recognize various nonverbal cues and their effect on customers.

1. 4 Skills for Success 2 Nonverbal Communication Skills Learning Objectives, Chapter 4 • Define nonverbal communication. • Recognize various nonverbal cues and their effect on customers. • Explain the effect that gender has on communication.

2. Describe the effect of culture on nonverbal communication. Identifying unproductive behaviors. Use a variety of nonverbal communication strategies. Demonstrate specific customer-focused nonverbal behavior. Learning Objectives, continued:

3. 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. Nonverbal Communication

4. 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 Feelings: How they are communicated

5. Understand the makeup of nonverbal communication: Body language Appearance/grooming Environmental cues Visual cues Spatial cues (proxemics) Miscellaneous Categories of Nonverbal Communication

6. Body Language Eye contact Posture Facial expressions Head nodding Gestures Types of Body Language

7. 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? Environmental Cues

8. 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. The Role of Gender in Nonverbal Communication

9. 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. Impact of Culture on Nonverbal Communication

10. Habits or Mannerisms: Do they impact service? Unprofessional handshake Fidgeting Pointing a finger or other object Raising an eyebrow Unproductive Behaviors

11. Habits and mannerisms can send negative signals. Peering over glasses Crossing arms or putting hands on hips Holding hands near or over mouth Unproductive Behaviors, continued

12. Strategies to Improve Nonverbal Communication: Seek out nonverbal cues Confirm your perceptions Seek clarifying feedback Analyze your interpretations of nonverbal cues Improving Nonverbal Communication

13. Ways to provide customer-focused behavior: Stand up, if appropriate Act promptly Guide rather than direct Be patient Providing Customer-focused Behavior

14. Ways to provide customer-focused behavior, continued: Offer assistance Reduce customer wait time Allow customers to go first Offer refreshments, if appropriate Be professional Providing Customer-focused Behavior, continued

15. Why should you be courteous? Image is enhanced. Customer loyalty increases. Word-of-mouth advertising increases. Complaints are reduced. Courtesy? Is it Important?

16. Why should you be courteous? (continued) Employee morale and esteem increase. Financial losses decrease. Employee-customer communication improves. Courtesy? Why?

17. Communication of Feelings, Fig. 4.1

18. Work It Out 4.1 Facial Expressions