Chapter 4: Nonverbal Communication Skills

Learning Outcomes 4-1 Define nonverbal communication. 4-2 Recognize various nonverbal cues and their effect on customers. 4-3 Explain the effect that gender has on communication. 4-4 Describe the effect of culture on nonverbal communication This chapter discusses the elements of nonverbal communication.

Learning Outcomes 4-5 Identifying unproductive behaviors. 4-6 Use a variety of nonverbal communication strategies. 4-7 Demonstrate specific customer-focused nonverbal behavior.

Nonverbal communication Define Consists of things such as movements, gestures, body positions, vocal qualities and other unspoken signals sent by people in conjunction with verbal messages Most of our messages are nonverbal! LO 4-1 Defining nonverbal communication The study of messages sent via nonverbal means has fascinated people for years Consists of things such as movements, gestures, body positions, vocal qualities and other unspoken signals sent by people in conjunction with verbal messages 55% of a message’s meaning is extracted from nonverbal, 38% from vocal cues and only 7% from actual verbal cues

Nonverbal communication Scope What is included in nonverbal communication? Body language Eye contact Posture Facial expressions LO 4-2 Body language Realize interpretations should be used only as an indicator Background, culture, physical condition, communication ability and other factors influence how well people use body cues Eye contact 5-10 seconds is the norm to hold eye contact Differences from the “norm” might give a different impression Dilated pupils mean someone is interested in an item Lack of eye contact could mean shoplifting or the customer doesn’t want help Posture Refers to how one sits or stands Formal, rigid, relaxed, slouched, awkward Facial Expressions Use positive expressions, such as smiling Some smile to mask nervousness, embarrassment or deceit Be conscious of cultural values

Nonverbal communication Scope What is included in nonverbal communication? Head nodding Gestures Vocal cues Appearance and grooming LO 4-2 Head nodding Signals listening or agreement When someone is head nodding, stopping to ask if they understand is important, because sometimes people will nod even if they don’t understand Women often nod more than men Paralanguage Hmmm, ahhhh or other noises that show the listener is paying attention to what the speaker is saying Gestures Use of head, hands, arms and shoulders to accentuate verbal messages can add color to communication Used to hold attention, clarify or describe further or emphasize a point Open gestures, such as arms at one’s side, indicate openness and interest, whereas arms crossed could send a message of disinterest Vocal cues Pitch, volume, rate, quality and articulation Changes in voice tone (higher or lower) can add variety to messages Vocal punctuation means to make an inflection at the end of a message to indicate a question or “comma” A higher volume can indicate anger The rate of speech (how many words said in a minute) varies from place to place Articulation refers to how clear your words are Shortening of words such as “bein’ doin’ goin’” tends to send a message about the speaker Enunciate each word clearly Pauses can be positive or negative depending on how they are used Silence can be a good way to show you are listening Semantics has to do with choice of words Appearance and grooming They way you present yourself physically sends a message of professionalism or indifference Opinions are formed within 30 seconds of meeting someone based on appearance Hygiene refers to washing, combing, bathing, brushing teeth, etc.). Someone who doesn’t have good hygiene might be considered lazy or inconsiderate Consider the organization’s dress policy and always be well-groomed

Nonverbal communication Scope What is included in nonverbal communication? Spatial Environmental cues Miscellaneous cues LO 4-2 Spatial cultures Every culture has its own acceptance of how far apart one should sit or stand Normal distances in western culture include Intimate distance (0-18 inches) Personal distance (18 inches - 4 feet) Social and work distance (4-12 feet) Public distance (12 feet or more) Environmental cues Any aspect of the workplace such as general appearance of an area such as clutter, organization, etc. What does a cluttered, messy area say about someone? Miscellaneous cues Personal habits include things like eating, smoking, drinking , chewing gum, touching of customers, using phrases excessively such as “like” or “you know” Time allocation and attention Time limits for service of customers sends a nonverbal message about the importance of the customer Follow-through Or lack of follow-through sends a powerful nonverbal message to customers Etiquette and manners Basic things, such as please and thank you, can send a nonverbal message about who you are Colors Color can indicate a variety of things, so taking care when choosing colors of workspace is important

Gender and Nonverbal Communication Define Discuss LO 4-3 The role of gender in nonverbal communication Gender communication refers to the communication between genders Based on the way males and females are raised, they may have a different style of communication Development of the brain occurs at different times, so communication differences can be biological   Ask students to give an example of differences in communication between gender

Culture and Nonverbal Communication Define How can we work with this better? LO 4-4 Impact of culture on nonverbal communication Refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or communication breakdowns Develop action plans Do research on other cultures Accept and understand these differences

Negative Nonverbal Communication Can include the following: Nervous habits Mannerisms LO 4-5 Negative nonverbal language Nervous habits Mannerisms Sometimes we may not even realize this What are our own mannerisms that send nonverbal messages? Unprofessional handshake Should be palm to palm Firm but not too firm Two firm pumps Fidgeting Could indicate lack of confidence or nervousness Pointing Can be threatening; make any pointing casual with a palm-down gesture Raising an eyebrow Signals skepticism or doubt Peering over glasses Position of authority Crossing arms Closed or defiant posture Holding hands near mouth Send message of doubt or uncertainty

Negative Nonverbal Communication Examples of mannerisms Handshake Fidgeting Raising eyebrow Peering over glasses Crossing arms Holding hand near mouth LO 4-5 What are our own mannerisms that send nonverbal messages? Unprofessional handshake Should be palm to palm Firm but not too firm Two firm pumps Fidgeting Could indicate lack of confidence or nervousness Pointing Can be threatening, make any pointing causal with a palm down gesture Raising an eyebrow Signals skepticism or doubt Peering over glasses Position of authority Crossing arms Closed or defiant posture Holding hands near mouth Send message of doubt or uncertainty

Strategies to Improve Nonverbal Seek out cues Confirm your perceptions Seek clarifying feedback Analyze your interpretations of nonverbal cues LO 4-6 Strategies for improving nonverbal communication Seek out nonverbal cues Watch the nonverbal cues of customers Look at clusters of behavior, which include the language and individual signals Confirm your perceptions Ask for clarification by perception-checking State the behavior observed and then give one or two possible interpretations Seek clarifying feedback Be aware of your own nonverbal messages and how they may be perceived Ask for feedback from others Analyze your interpretations of nonverbal cues Look at your own stereotypes, biases and perceptions and make sure you aren’t sending a negative message to people who meet these stereotypes

Customer-Focused Behavior What are examples of customer-focused behavior? LO 4-7 Customer-focused behavior Be nice to people Stand up Act promptly Guide rather than direct Be patient Offer assistance Reduce wait times Allow customers to go first Offer refreshments if appropriate Be professional