1. Lesson 4 – Customer care – communication
Professionalism for group trainers

2. Learning objectives By the end of the lesson you will be able to:
Describe how to adapt their communication style, attitude and response to meet individual customer needs

3. Body language
Timed group activity – communication methods (three minutes)
Split the class in two:
Group A – discuss and write down as many examples of positive body language as they can.
Group B – discuss and write down as many examples of negative body language as they can.

4. Body language Positive Negative Open posture Eye contact Smiling
Mirroring
Negative
Arms folded
No/little eye contact
Hands in pockets
Raised eyebrows

5. Body language Video clip
Watch the following video clip and answer the following questions:
What is mirroring?
Why is it effective?
NOTE FOR TUTOR – END THE VIDEO AFTER 3:20.

6. What are active listening skills?
Nodding as the client speaks
Leaning forward
Positive facial expressions
Eye contact
Paraphrasing
Reflecting
Summarising
Empathising
Non-judgemental

7. Communicating effectively – words
Paired, practical activity – effective communication (ideally in a studio or open space).
Participant 1 – instructor.
Participant 2 – client.
Tutor gives participant 1 an exercise or action that he/she must describe to the client, who is blindfolded (if considered safe to do so).
The focus is on the actual words used and how effective they are in the client performing the exercise/action.
Once complete, the learners swap places and repeat with a different exercise/action.

8. Paired research activity
Meet and greet
Paired research activity
Research and find ten different methods of greeting someone from across the world (not including the traditional handshake).
What is the traditional meet and greet in the UK?
How should it be delivered?

9. Learning review Can you now:
Describe how to adapt their communication style, attitude and response to meet individual customer needs?