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Chapter 4: Nonverbal Communication Skills

Chapter 4: Nonverbal Communication Skills. 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.

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Chapter 4: Nonverbal Communication Skills

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  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

  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!

  5. Nonverbal communication Scope • What is included in nonverbal communication? • Body language • Eye contact • Posture • Facial expressions

  6. Nonverbal communication Scope • What is included in nonverbal communication? • Head nodding • Gestures • Vocal cues • Appearance and grooming

  7. Nonverbal communication Scope • What is included in nonverbal communication? • Spatial • Environmental cues • Miscellaneous cues

  8. Gender and Nonverbal Communication • Define • Discuss

  9. Culture and Nonverbal Communication • Define • How can we work with this better?

  10. Negative Nonverbal Communication • Can include the following: • Nervous habits • Mannerisms

  11. Negative Nonverbal Communication • Examples of mannerisms • Handshake • Fidgeting • Raising eyebrow • Peering over glasses • Crossing arms • Holding hand near mouth

  12. Strategies to Improve Nonverbal • Seek out cues • Confirm your perceptions • Seek clarifying feedback • Analyze your interpretations of nonverbal cues

  13. Customer-Focused Behavior • What are examples of customer-focused behavior?

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