Customer Care
Body Language
Importance of Body Language
Three ways in which we communicate:-
In Words
Tone of Voice
Body Language
What percentage of information is transferred:-
By the words
By the tone of voice
By our body language
Would you like to
reconsider your answer?
Routes to the brain
Sight 85% Sound 10% Smell Taste 5% Touch
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.
Main Aspects of Body Language
Posture Gestures Face Eyes Tone of voice Proximity
Posture
What do we mean by posture?
The overall bearing of the body.
Posture comprises of:-
Angle of the head Shoulders Hips Feet Direction and angle of inclination Position of arms Position of legs
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
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
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
Gestures
Using your hands to talk
What do people do with their hands when they feel:-
Threatened
Nervous
Angry
Relaxed
Finger movements
Pointing
Tap
Moving
Facial Expressions
What are the most expressive parts of the face?
How do we tell if someone is:-
Pleasantly surprised Unpleasantly surprised Anxious Sad Angry Concerned Disbelieving
Which parts of the face are expressing the persons feelings?
Eyes
Why is eye contact so important?
If someone does not look you in the eye what do you think of them?
Staring
If a person stares at you how does it make you feel?
Tone of Voice
What do we infer if someone’s voice is too quiet and hesitant?
Tone of Voice
What do we infer if someone’s voice is loud, fast and abrupt?
Tone of voice
Components that effect the tone of voice:-
Volume
Pace
Pitch
How can we tell (using these three components) when a person is:-
Bored?
Impatient?
Concerned about us?
Pleased to see us?
Proximity
How close are we happy for someone to get if they are a:-
Stranger
Social or a business contact
Very close friend
Personal Space
How do you feel when someone enters your personal space?
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 people’s body language to gather vital information about how they really feel.