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

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

4. 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.)

12. I want… but…
I want… and…
…therefore…

13. "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

14. 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!