UNIVERSITI TEKNOLOGI MARA PULAU PINANGCUSTOMER SERVICE

HTT 160

CHAPTER 4 : NON VERBAL COMMUNICATION

PRESENTED BY :KU NIK HAFIZAM SITI NUR HIDAYAHFHATIN AMELIASITI ZULAYKHA

Learning Outcomes

0 Define Nonverbal Communication0 The Scope of Nonverbal Behavior0 The Role of Gender in Nonverbal Communication0 The Impact of Culture on Nonverbal Communication0 Unproductive Behaviors0 Strategies for Improving Nonverbal Communication0 Customer-focused Behavior

NON VERBAL COMMUNICATIONVarious movements, gestures, body positions,

vocal qualities and a variety of unspoken signals sent by people with verbal messages

38%

7%

55%

Figure 4.1 Communication of Feelings

Vocal WordsNonverbal (facial and body cues)

THE SCOPE OF NONVERBAL BEHAVIOR

BACKGROUND, CULTURE, PHYSICAL CONDITIONS, COMMUNICATION ABILITY, AND MANY OTHER FACTORS

INFLUENCE WHETHER AND HOW WELL PEOPLE USE BODY CUES.

NONVERBAL BEHAVIOR

BODY LANGUAGE

SPATIAL CUES

E. CUES

VOCAL CUES

APPEARANCE/GROOMING

M . CUES

Figure 4.2 Nonverbal Behavior

BODY LANGUAGE

0 Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, grooming and many others.

1. Eye contact-windows to the soul2. Posture-position of your body3. Facial expressions4. Nodding of the head5. Gestures-physical movement

VOCAL CUESQualities of the voice that send powerful non-verbal

messages.

1. Pitch- highness and lowness of voice2. Volume-loudness/softness of voice3. Rate of speech-how rapid/slow you speak4. Voice quality-resonance of voice5. 5. Articulation- mouth, tongue, and teeth coordinate to

make word understandable6. 6. Pauses – delaying response7. 7. Silence – to allow thoughts8. 8. Semantics- choice of words

SPATIAL CUES

0 Nonverbal messages sent on the basis of how close or far someone stands from another person

0 Proxemics –invisible barriers surrounding people in which they feel comfortable interacting with others

1. Intimate distance: 0-18 inches2. Personal distance: 18 inches-4 feet3. Social & work distance: 4-12 feet4. Public distance: 12-more feet

APPEARANCE/GROOMING

1. Hygiene-the healthy maintenance of the body through such practices as regular bathing, washing of hair, brushing of teeth, cleaning of fingernails, and using commercial products to eliminate/mask odors

2. Clothing and accessories-well-maintained and appropriate

ENVIRONMENTAL CUES

0 Any aspect of the workplace within which a customer comes into contact

0 Such things as the general appearance of an area, clutter, unsightly or offensive items or general disorganization contribute to the perception of an environment

MISCELLANEOUS CUES

0 Factors used to send messages that impact a customer’s perception/feelings about a service provider of organization.

1. Personal habits-distracting habits such as smoking, eating and chewing gums during servicing customers

2. Time allocation and attention-amount of attention given to a person

3. Proper etiquette and manners-includes the acceptable rules, manners and ceremonies for an organization, profession or societies

4. Color-research based use of colors to send nonverbal messages

THE ROLE OF GENDER IN NONVERBAL

COMMUNICATIONRESEARCH INDICATES THAT BOYS AND GIRLS AND MEN AND

WOMEN BEHAVE DIFFERENTLY. YOUNG CHILDREN ARE SOMETIMES TREATED DIFFERENTLY BY THEIR GENDER

PREFERENCE.

BEHAVIORAL DIFFERENCES BETWEEN MALES AND FEMALES

0 Men and women differ in their approach to relationships

0 These are general differences that are seen in many men and women

1. Body2. Vocal3. Facial4. Behavior5. Environmental

EXAMPLE OF BEHAVIORAL DIFFERENCES..

MALES FEMALES

BODY TOUCH MALES LESS, FEMALES MORE

VOCAL SLOWER RATE

FACIAL EXPRESSION

SHOW LITTLE VARIATION

BEHAVIOR DO NOT HOLD GRUDGES

ENVIRON. ( CLOTHINGS AND DECO)

FEW PATTERNS

BODY TOUCH MORE (BOTH)

VOCAL FASTER RATE

FACIAL EXPRESSION

EXPRESSIVE FACIAL MOVES

BEHAVIOR HOLD GRUDGES LONGER

ENVIRON. ( CLOTHINGS AND DECO)

USE PATTERNS

THE IMPACT OF CULTURE ON NONVERBAL

COMMUNICATIONTO BE SUCCESS IN A GLOBAL ECONOMY, YOU NEED TO BE

FAMILIAR WITH THE MANY CULTURES, HABITS, VALUES AND BELIEFS OF A WIDE VARIETY OF PEOPLE

IMPACT OF THE CULTURE

0 Refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

0 To become more skilled at dealing with people from other cultures, develop an action plan of things to learn and explore. Familiarize with common nonverbal cues that differ dramatically from one culture to another.

UNPRODUCTIVEBEHAVIORS

AWARE OF HABITS OR MANNERISMS THAT CAN SEND ANNOYING OR NEGATIVE MESSAGES TO CUSTOMERS

NEGATIVE NONVERBAL BEHAVIORS

0 Many people develop unproductive behaviors without notice

0 Such actions might send a negative or annoying message to your customers

0 Some common behaviors are:1. Unprofessional handshake2. Fidgeting3. Pointing a finger/other object4. Raising eyebrow5. Peering over glasses6. Crossing arms/putting hands on hips7. Holding hands near mouth

STRATEGIES FOR IMPROVING NONVERBAL

COMMUNICATIONVOCAL AND VISUAL CUES RELATED TO CUSTOMERS FEELINGS OR

NEEDS ARE IMPORTANT AND MAY MEAN THE DIFFERENCE BETWEEN A SUCCESSFUL OR UNSUCCESSFUL CUSTOMER

SERVICE EXPERIENCE

• Seek out nonverbal cues

• Confirm your perceptions

• Seek clarifying feedback

• Analyze your interpretations of nonverbal cues

CUSTOMER-FOCUSED BEHAVIOR

BEING CUSTOMER-FOCUSED IN BEHAVIOR MAY HELP TO SOLVE A CUSTOMER’S PROBLEM/ELIMINATE THE OPPORTUNITY FOR A

PROBLEM TO DEVELOP.

THE IMPORTANCE OF BEING COURTEOUS

0Image is enhanced0Customer loyalty increases0Word of mouth advertising increases0Complaints are reduced0Employee morale and esteem increase0Financial losses decrease0Employee-customer communication improves

0Ways to provide customer-focused behavior:-

1. Stand up if appropriate2. Act promptly3. Guide rather than direct4. Be patient with customers5. Offer assistance6. Reduce customer wait times7. Allow customers to go first8. Offer refreshments if appropriate9. Be professional

In conclusion, nonverbal messages can contradict or override verbal messages but do not ever think that your words

are not important..When in doubt, people tend to believe in

NONVERBAL MESSAGES!

END CHAPTER 4:NONVERBAL COMMUNICATIONS SKILLS