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Chapter 4 Nonverbal Communication Skills

Chapter 4 Nonverbal Communication Skills. 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. Learning Objectives.

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Chapter 4 Nonverbal Communication Skills

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  1. Chapter 4 Nonverbal Communication Skills

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

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

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

  6. Figure 4.1 - Positive and Negative Nonverbal Communication Behaviors

  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. 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. Spatial Cues

  10. Figure 4.2 - Typical Spatial Distances in Western Cultures

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

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

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

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

  15. General Behavioral Differences That are Seen in Many Men and Women

  16. General Behavioral Differences That are Seen in Many Men and Women

  17. General Behavioral Differences That are Seen in Many Men and Women

  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. Negative Nonverbal Behaviors

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

  21. Benefits of Customer-Focused Behavior

  22. Customer-Focused Behavior

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