1 BODY LANGUAGE Basic Secretary Program PT Global Service Indonesia

2 The 9 Secrets of Body Language Body Language Posture Eye Contact Head Movements Facial Expression Arms Hands Zone Distance Gestures Mirroring

3 You can achieve positive eye contact by using the following techniques : Speak face to face to the guests Glance away from time to time so the other person feels comfortable When listening, focus on what they are saying and use eye contact to show that you are interested and attentive Smile and use other positive facial expressions Gently nod your head as you are listening to the guest Let your eyes show excitement, keenness, and happiness EYE CONTACT

4 Good PosturePoor Posture Standing up while speaking Slouching Hips slightly backArms folded when talking Back StraightLeaning forward Hips forward back leaning backwards Leaning on one hip while standing POSTURE

5 Movement Action of the hand or face Expressive of some idea or emotion GESTURE Each gesture can be a valuable key to an emotion Be expressive, but don’t overdo it! Keep your hand open and avoid arm or feet crossing Never pointing, when leading a guest to a destination

6 Please give any simple head movement which are used to express info or meaning. Use tripel nods when talking to a guest and head tilt when listening Keep your chin up when talking to a guest or when standing in your work place Eye contact to keep your head in their position HEAD MOVEMENT

7 In what ways can negative emotions be shown on the face?  Starting at a blank face  Closing your eyes FACIAL EXPRESSIONS Positive Face Expressions :  Make sure you show your teeth while smiling  Genuine smile

8 Affect the way we communicate Folded arm can send a negative impression ARMS SIGNAL

Some example of hand gesture : HANDS Express warm greeting Show politeness 9

10 Menghindari kenyamanan setiap individu dalam berkomunikasi Memahami setiap individu memiliki zona intimate. ZONE DISTANCE/SOCIAL ZONE

11 GAIN TRUST  Help to develop a strong connection between people  Increase interaction and understanding MIRRORING Pacing: Matching another’s verbal and nonverbal communication by mirroring. 1.Posture and breathing patterns 2.Tone of voice 3.Keywords and phrases

12 HAND SHAKE A proper hand shake :  Involves eye contact  Is firm but painless  Lasts about three seconds  Begin with your fingers together and your thumbs up  Shake hands web to web, with a firm but not crushing grip  Never offer only your finger tips, causing a weak, limp handshake

13 DOOR ETIQUETTE  If you reach a door first, regardless of gender, open it, hold the door and wait, allowng the person behind you the right of passage.  It is respectful to open the door and allow the guest to go through before you do  Always thank a person who holds a door open for you POINTING AND ESCORTING  It’s rude and unnecessary  Escort the guest at all times

14 ELEVATOR ETIQUETTE  If you are the nearest the door and on the outside pf the elevator, hold the elevator doors until everyone han entered before entering yourself  If you are near the control panel, ask other guest what floor they require and select the buttons. Press the “Open” button to keep the door opens until everyone has had a chance to get on or off.  Make sure the elevator stop on the right floor as requested  Sapaan & thank you

15 PASSING ITEMS TO THE GUEST  Present and receive using two hand  Hold the item carefully  Use eye contact  Nod your head slightly  Smile  Thank the guest when receiving item