chapter 4 nonverbal communication skills
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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. - PowerPoint PPT PresentationTRANSCRIPT
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Chapter 4 Nonverbal
Communication Skills
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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
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Learning Objectives
Identify unproductive behaviors Use a variety of nonverbal communication
strategies Demonstrate specific customer-focused
nonverbal behavior
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Nonverbal Communication
Communicating using nonverbal means Nonverbal messages: Includes:
Movements Gestures Body positions Vocal qualities Various unspoken signals
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Body Language
Nonverbal communication cues that send powerful messages
Includes Eye contact Facial expressions Posture Nodding of the head Gestures
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Figure 4.1 - Positive and Negative Nonverbal Communication Behaviors
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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
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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
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Spatial Cues
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Figure 4.2 - Typical Spatial Distances in Western Cultures
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Environmental Cues
Any aspect of the workplace with which a customer comes into contact
Contributes to the perception of an environment
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Miscellaneous Cues
Factors used to send messages that impact a customer’s perception or feelings about a service provider of organization
Factors used to send messages that impact a customer’s perception or feelings about a service provider of organization
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Figure 4.3 - The Emotional Messages of Color: Emotion or Message
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Role of Gender in Nonverbal Communication
Gender communication: Communication between genders Due to:
Differing rate of brain development Behavioral preferences
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General Behavioral Differences That are Seen in Many Men and Women
Females Males
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
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General Behavioral Differences That are Seen in Many Men and Women
Females Males
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
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General Behavioral Differences That are Seen in Many Men and Women
Females Males
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
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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
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Negative Nonverbal Behaviors
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Strategies to Improve Nonverbal Communication
Seek out nonverbal cues Confirm perceptions Seek clarifying feedback Analyze interpretations of nonverbal cues
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Benefits of Customer-Focused Behavior
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Customer-Focused Behavior