chap004
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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