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Chapter 4: Nonverbal Chapter 4: Nonverbal Communication SkillsCommunication Skills

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Learning OutcomesLearning Outcomes

• 4-1 4-1 Define nonverbal communication.Define nonverbal communication.• 4-2 4-2 Recognize various nonverbal cues and their Recognize various nonverbal cues and their

effect on customers.effect on customers.• 4-3 4-3 Explain the effect that gender has on Explain the effect that gender has on

communication.communication.• 4-4 4-4 Describe the effect of culture on nonverbal Describe the effect of culture on nonverbal

communicationcommunication

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Learning OutcomesLearning Outcomes

• 4-5 4-5 Identifying unproductive behaviors.Identifying unproductive behaviors.• 4-6 4-6 Use a variety of nonverbal communication Use a variety of nonverbal communication

strategies.strategies.• 4-7 4-7 Demonstrate specific customer-focused Demonstrate specific customer-focused

nonverbal behavior.nonverbal behavior.

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Nonverbal communicationNonverbal communication

• Define– Consists of things such as movements, gestures, Consists of things such as movements, gestures,

body positions, vocal qualities and other body positions, vocal qualities and other unspoken signals sent by people in conjunction unspoken signals sent by people in conjunction with verbal messageswith verbal messages

• Most of our messages are nonverbal!

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Nonverbal communication ScopeNonverbal communication Scope

• What is included in nonverbal communication?– Body language– Eye contact– Posture– Facial expressions

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Nonverbal communication ScopeNonverbal communication Scope

• What is included in nonverbal communication?– Head nodding– Gestures– Vocal cues– Appearance and grooming

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Nonverbal communication ScopeNonverbal communication Scope

• What is included in nonverbal communication?– Spatial– Environmental cues– Miscellaneous cues

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Gender and Nonverbal CommunicationGender and Nonverbal Communication

• Define• Discuss

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Culture and Nonverbal CommunicationCulture and Nonverbal Communication

• Define• How can we work with this better?

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Negative Nonverbal CommunicationNegative Nonverbal Communication

• Can include the following:– Nervous habits– Mannerisms

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Negative Nonverbal CommunicationNegative Nonverbal Communication

• Examples of mannerisms– Handshake– Fidgeting– Raising eyebrow– Peering over glasses– Crossing arms– Holding hand near mouth

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Strategies to Improve NonverbalStrategies to Improve Nonverbal

• Seek out cues• Confirm your perceptions• Seek clarifying feedback• Analyze your interpretations of nonverbal

cues

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Customer-Focused BehaviorCustomer-Focused Behavior

• What are examples of customer-focused behavior?