Maintaining Positivity in Customer Service Roles

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Presentation transcript:

Maintaining Positivity in Customer Service Roles Belinda Waldron, M.Div.

agenda Introductions & Intentions Agenda Review: The Hierarchy of Needs Non-verbal Communication Positivity: Safety & Trust Boundaries: Love & Belonging Burnout: Esteem & Self-Actualization Takeaways & Evaluations

93% of communication is non-verbal Dr. Albert Mehrabian, author of Silent Messages, conducted several studies on nonverbal communication. He found: Only 7% of any message is conveyed through words 38% through certain vocal elements 55% through nonverbal elements (facial expressions, gestures, posture, etc.)

I want… but… I want… and… …therefore…

"The fact is that people are good "The fact is that people are good. Give people affection and security, and they will give affection and be secure in their feelings and their behavior." - Abraham Maslow

agenda Introductions & Intentions Non-verbal Communication Agenda Review: The Hierarchy of Needs Positivity: Safety & Trust Boundaries: Love & Belonging Burnout: Esteem & Self-Actualization Takeaways & Evaluations Thank you for contributing your insights today!