1. Customer Care Body Language

2. Importance of Body Language

3. Three ways in which we communicate:- In Words Tone of Voice Body Language

4. What percentage of information is transferred:- By the words By the tone of voice By our body language

5. Would you like to reconsider your answer?

6. Routes to the brain Sight 85% Sound10% Smell Taste 5% Touch

7. Purpose of this lesson To increase your awareness of body language. To help you to synchronise your verbal and non verbal communication. To demonstrate how body language can be used when dealing with customers.

8. Main Aspects of Body Language Posture Gestures Face Eyes Tone of voice Proximity

9. Posture What do we mean by posture? The overall bearing of the body.

10. Posture comprises of:- Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

11. If I was aggressive what position would the following be in? Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

12. If I was shy what position would the following be in? Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

13. If I was socially comfortable what position would the following be in? Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs

14. Gestures Using your hands to talk

15. What do people do with their hands when they feel:- Threatened Nervous Angry Relaxed

16. Finger movements Pointing Tap Moving

17. Facial Expressions What are the most expressive parts of the face?

18. How do we tell if someone is:- Pleasantly surprised Unpleasantly surprised Anxious Sad Angry Concerned Disbelieving

19. Which parts of the face are expressing the persons feelings?

20. Eyes Why is eye contact so important? If someone does not look you in the eye what do you think of them?

21. Staring If a person stares at you how does it make you feel?

22. Tone of Voice What do we infer if someone’s voice is too quiet and hesitant?

23. Tone of Voice What do we infer if someone’s voice is loud, fast and abrupt?

24. Tone of voice Components that effect the tone of voice:- Volume Pace Pitch

25. How can we tell (using these three components) when a person is:- Bored? Impatient? Concerned about us? Pleased to see us?

26. Proximity How close are we happy for someone to get if they are a:- Stranger Social or a business contact Very close friend

27. Personal Space How do you feel when someone enters your personal space?

28. In Summary We never get a second chance to make a first impression. Use body language to make you appear more confident, assertive and trusting. Read other people’s body language to gather vital information about how they really feel.