1. Chapter 4: Nonverbal Communication Skills

2. 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.

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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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