chap 11-12

Page 1

OBJECTIVES:

body language

the impotence of dress code in the workplace

cite examples of business and maners

THE IMPORTANCE OF BODY LANGUAGE

nonspoken communication

includes tone of voice eye movement, poster, hand gestures, facial expressions

body language is the universal language and can help when you are dealing with diverse customers

INTERPRETING BODY LANGUAGE

body language is one of the things that covay prefinal and self-confidence

EYE CONTACT: staring and gazing can make people uncomfy

-looking at someone without any other gegsters can make them nervous

-certin eye movement can give off negative vibes

VOICE: can sound aggressive or caring.

- aware of how others use their tone of voice to tell you what they need tone

SMILING: facial expressions, in general, to show you understand what you hearing

POSTURE: understand that posture can make you look bored or uninterested

GESTURES: be aware of your hand movement as they are punctuation marks to the words one uses

understanding body language gives a CSR a way to understand what the customer is thinking and how to go about situations.

openness and warmth- open-lipped and smiling

confidence- keeping the chin up and poster on point

nervousness- fidgeting, jiggling, clearing throat, running fingers through hair, wringing hands etc.

untrustworthiness or defensiveness

must understand your own body language to understand others

controlling own image can improve success with customers