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Customer Care Body Language. Importance of Body Language

Dec 23, 2015

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  • Slide 1
  • Customer Care Body Language
  • Slide 2
  • Importance of Body Language
  • Slide 3
  • Three ways in which we communicate:- In Words Tone of Voice Body Language
  • Slide 4
  • What percentage of information is transferred:- By the words By the tone of voice By our body language
  • Slide 5
  • Would you like to reconsider your answer?
  • Slide 6
  • Routes to the brain Sight 85% Sound10% Smell Taste 5% Touch
  • Slide 7
  • Purpose of this lesson To increase your awareness of body language. To help you to synchronise your verbal and non verbal communication. To demonstrate how body language can be used when dealing with customers.
  • Slide 8
  • Main Aspects of Body Language Posture Gestures Face Eyes Tone of voice Proximity
  • Slide 9
  • Posture What do we mean by posture? The overall bearing of the body.
  • Slide 10
  • Posture comprises of:- Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs
  • Slide 11
  • If I was aggressive what position would the following be in? Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs
  • Slide 12
  • If I was shy what position would the following be in? Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs
  • Slide 13
  • If I was socially comfortable what position would the following be in? Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs
  • Slide 14
  • Gestures Using your hands to talk
  • Slide 15
  • What do people do with their hands when they feel:- Threatened Nervous Angry Relaxed
  • Slide 16
  • Finger movements Pointing Tap Moving
  • Slide 17
  • Facial Expressions What are the most expressive parts of the face?
  • Slide 18
  • How do we tell if someone is:- Pleasantly surprised Unpleasantly surprised Anxious Sad Angry Concerned Disbelieving
  • Slide 19
  • Which parts of the face are expressing the persons feelings?
  • Slide 20
  • Eyes Why is eye contact so important? If someone does not look you in the eye what do you think of them?
  • Slide 21
  • Staring If a person stares at you how does it make you feel?
  • Slide 22
  • Tone of Voice What do we infer if someones voice is too quiet and hesitant?
  • Slide 23
  • Tone of Voice What do we infer if someones voice is loud, fast and abrupt?
  • Slide 24
  • Tone of voice Components that effect the tone of voice:- Volume Pace Pitch
  • Slide 25
  • How can we tell (using these three components) when a person is:- Bored? Impatient? Concerned about us? Pleased to see us?
  • Slide 26
  • Proximity How close are we happy for someone to get if they are a:- Stranger Social or a business contact Very close friend
  • Slide 27
  • Personal Space How do you feel when someone enters your personal space?
  • Slide 28
  • In Summary We never get a second chance to make a first impression. Use body language to make you appear more confident, assertive and trusting. Read other peoples body language to gather vital information about how they really feel.