1. Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Chapter 4 Nonverbal Communication Skills

2. 4-2 Learning Objectives  Define nonverbal communication  Recognize various nonverbal cues and their effect on customers  Explain the effect that gender has on communication  Describe the effect of culture on nonverbal communication

3. 4-3 Learning Objectives  Identify unproductive behaviors  Use a variety of nonverbal communication strategies  Demonstrate specific customer-focused nonverbal behavior

4. 4-4 Nonverbal Communication  Communicating using nonverbal means  Nonverbal messages: Includes:  Movements  Gestures  Body positions  Vocal qualities  Various unspoken signals

5. 4-5 Body Language  Nonverbal communication cues that send powerful messages  Includes  Eye contact  Facial expressions  Posture  Nodding of the head  Gestures

6. 4-6 Figure 4.1 - Positive and Negative Nonverbal Communication Behaviors

7. 4-7 Vocal Cues  Qualities of the voice that send powerful nonverbal messages  Pitch and volume  Rate of speech  Voice quality  Articulation, enunciation, or pronunciation  Pauses and silence  Semantics

8. 4-8 Appearance, Grooming, and Hygiene  Appearance and grooming: Nonverbal characteristics that can send a variety of messages  Ranging from being a professional to having a negative attitude  Hygiene: Healthy maintenance of the body  Clean and pressed clothing help to project a positive and professional image

9. 4-9 Spatial Cues Nonverbal messages sent on the basis of how close or far someone stands from another person

10. 4-10 Figure 4.2 - Typical Spatial Distances in Western Cultures

11. 4-11 Environmental Cues  Any aspect of the workplace with which a customer comes into contact  Contributes to the perception of an environment

12. 4-12 Miscellaneous Cues Factors used to send messages that impact a customer’s perception or feelings about a service provider of organization

13. 4-13 Figure 4.3 - The Emotional Messages of Color: Emotion or Message

14. 4-14 Role of Gender in Nonverbal Communication  Gender communication: Communication between genders  Due to:  Differing rate of brain development  Behavioral preferences

15. 4-15 General Behavioral Differences That are Seen in Many Men and Women FemalesMales Body Claim small areas of personal space Cross arms and legs frequently Sit or stand close to same sex Use subdued gestures Touch more Nod frequently to indicate receptiveness Glance casually at watch Hug and possibly kiss both sexes upon greeting Use high inflection at end of statements Claim large areas of personal space Use relaxed arm and leg posture Sit or stand away from same sex but closer to females Use dramatic gestures Touch males less, females more Nod occasionally to indicate agreement Glance dramatically at watch Hug and possibly kiss females upon greeting Use subdued vocal inflection

16. 4-16 General Behavioral Differences That are Seen in Many Men and Women FemalesMales Vocal Speak at faster rate Express more emotion Use more polite “requesting” language Focus on relationship messages Use vocal variety Interrupt less; more tolerant of interruptions Maintain eye contact Smile frequently Speak at slower rate Express less emotion Use more “command” language Focus on business messages Often use monotone Interrupt more, but tolerate interruptions less Glance away frequently Smile infrequently Environmental Use patterns in clothing and decoration Use few patterns in clothing

17. 4-17 General Behavioral Differences That are Seen in Many Men and Women FemalesMales Facial Use expressive facial movements Focus more on details Are more emotional in problem solving Show little variation in facial expression Focus less on details Are analytical in problem solving Behavior View verbal rejection as personal Apologize after disagreements Hold grudges longer Commonly display personal objects in the workplace Use bright colors in clothing and decorations Do not dwell on verbal rejection Apologize less after disagreements Do not hold grudges Commonly display items symbolizing achievement Use more subdued colors in clothing and decorations

18. 4-18 Impact of Culture on Nonverbal Communication  Impact of culture: Refers to the outcome of people from various countries or backgrounds coming into contact with one another

19. 4-19 Negative Nonverbal Behaviors HandshakeFidgeting Pointing a finger or object Raising eyebrow Peering over glasses Crossing arms Holding hand near mouth

20. 4-20 Strategies to Improve Nonverbal Communication  Seek out nonverbal cues  Confirm perceptions  Seek clarifying feedback  Analyze interpretations of nonverbal cues

21. 4-21 Benefits of Customer-Focused Behavior Image is enhanced Employee- customer communication process improves Word-of-mouth advertising increases Employee morale and esteem increase Complaints are reduced Financial losses reduce Customer loyalty increases

22. 4-22 Customer-Focused Behavior Stand up, if appropriate Act promptly Guide rather than direct Be patient with customers Offer assistance Reduce customer wait times Allow customers to go first Offer refreshments, if appropriate Be professional