© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part 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 Skills Learning Objectives, Chapter 4

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 2 McGraw-Hill 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.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 3 McGraw-Hill 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.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 4 McGraw-Hill 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

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill Categories of Nonverbal Communication Understand the makeup of nonverbal communication: Body language Appearance/grooming Environmental cues Visual cues Spatial cues (proxemics) Miscellaneous

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill Types of Body Language Body Language Eye contact Posture Facial expressions Head nodding Gestures

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill 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?

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill 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.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill 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.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 McGraw-Hill Unproductive Behaviors Habits or Mannerisms: Do they impact service? Unprofessional handshake Fidgeting Pointing a finger or other object Raising an eyebrow

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill 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

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 12 McGraw-Hill Improving Nonverbal Communication Strategies to Improve Nonverbal Communication: Seek out nonverbal cues Confirm your perceptions Seek clarifying feedback Analyze your interpretations of nonverbal cues

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 13 McGraw-Hill Providing Customer-focused Behavior Ways to provide customer-focused behavior: Stand up, if appropriate Act promptly Guide rather than direct Be patient

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 14 McGraw-Hill 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

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 15 McGraw-Hill Courtesy? Is it Important? Why should you be courteous? Image is enhanced. Customer loyalty increases. Word-of-mouth advertising increases. Complaints are reduced.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 16 McGraw-Hill Courtesy? Why? Why should you be courteous? (continued) Employee morale and esteem increase. Financial losses decrease. Employee-customer communication improves.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 17 McGraw-Hill Communication of Feelings, Fig. 4.1

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 18 McGraw-Hill Work It Out 4.1 Facial Expressions