chapter 4 nonverbal communication skills
DESCRIPTION
Chapter 4 Nonverbal Communication Skills. Learning Objectives. Define nonverbal communication Recognize various nonverbal cues and their effect on customers Explain the effect that gender has on communication Describe the effect of culture on nonverbal communication. Learning Objectives. - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/1.jpg)
Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.
Chapter 4 Nonverbal
Communication Skills
![Page 2: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/2.jpg)
4-2
Learning Objectives
Define nonverbal communication Recognize various nonverbal cues and their effect
on customers Explain the effect that gender has on
communication Describe the effect of culture on nonverbal
communication
![Page 3: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/3.jpg)
4-3
Learning Objectives
Identify unproductive behaviors Use a variety of nonverbal communication
strategies Demonstrate specific customer-focused
nonverbal behavior
![Page 4: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/4.jpg)
4-4
Nonverbal Communication
Communicating using nonverbal means Nonverbal messages: Includes:
Movements Gestures Body positions Vocal qualities Various unspoken signals
![Page 5: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/5.jpg)
4-5
Body Language
Nonverbal communication cues that send powerful messages
Includes Eye contact Facial expressions Posture Nodding of the head Gestures
![Page 6: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/6.jpg)
4-6
Figure 4.1 - Positive and Negative Nonverbal Communication Behaviors
![Page 7: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/7.jpg)
4-7
Vocal Cues
Qualities of the voice that send powerful nonverbal messages Pitch and volume Rate of speech Voice quality Articulation, enunciation, or pronunciation Pauses and silence Semantics
![Page 8: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/8.jpg)
4-8
Appearance, Grooming, and Hygiene
Appearance and grooming: Nonverbal characteristics that can send a variety of messages Ranging from being a professional to having a
negative attitude
Hygiene: Healthy maintenance of the body Clean and pressed clothing help to project a
positive and professional image
![Page 9: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/9.jpg)
4-9
Spatial Cues
![Page 10: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/10.jpg)
4-10
Figure 4.2 - Typical Spatial Distances in Western Cultures
![Page 11: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/11.jpg)
4-11
Environmental Cues
Any aspect of the workplace with which a customer comes into contact
Contributes to the perception of an environment
![Page 12: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/12.jpg)
4-12
Miscellaneous Cues
Factors used to send messages that impact a customer’s perception or feelings about a service provider of organization
Factors used to send messages that impact a customer’s perception or feelings about a service provider of organization
![Page 13: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/13.jpg)
4-13
Figure 4.3 - The Emotional Messages of Color: Emotion or Message
![Page 14: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/14.jpg)
4-14
Role of Gender in Nonverbal Communication
Gender communication: Communication between genders Due to:
Differing rate of brain development Behavioral preferences
![Page 15: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/15.jpg)
4-15
General Behavioral Differences That are Seen in Many Men and Women
Females Males
Body • Claim small areas of personal space
• Cross arms and legs frequently
• Sit or stand close to same sex
• Use subdued gestures• Touch more • Nod frequently to
indicate receptiveness• Glance casually at
watch• Hug and possibly kiss
both sexes upon greeting
• Use high inflection at end of statements
• Claim large areas of personal space
• Use relaxed arm and leg posture
• Sit or stand away from same sex but closer to females
• Use dramatic gestures• Touch males less,
females more• Nod occasionally to
indicate agreement• Glance dramatically at
watch• Hug and possibly kiss
females upon greeting• Use subdued vocal
inflection
![Page 16: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/16.jpg)
4-16
General Behavioral Differences That are Seen in Many Men and Women
Females Males
Vocal • Speak at faster rate• Express more emotion • Use more polite
“requesting” language • Focus on relationship
messages• Use vocal variety• Interrupt less; more
tolerant of interruptions• Maintain eye contact• Smile frequently
• Speak at slower rate• Express less emotion• Use more “command”
language• Focus on business
messages• Often use monotone• Interrupt more, but
tolerate interruptions less
• Glance away frequently• Smile infrequently
Environmental • Use patterns in clothing and decoration
• Use few patterns in clothing
![Page 17: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/17.jpg)
4-17
General Behavioral Differences That are Seen in Many Men and Women
Females Males
Facial • Use expressive facial movements
• Focus more on details• Are more emotional in
problem solving
• Show little variation in facial expression
• Focus less on details• Are analytical in
problem solving
Behavior • View verbal rejection as personal
• Apologize after disagreements
• Hold grudges longer• Commonly display
personal objects in the workplace
• Use bright colors in clothing and decorations
• Do not dwell on verbal rejection
• Apologize less after disagreements
• Do not hold grudges• Commonly display items
symbolizing achievement
• Use more subdued colors in clothing and decorations
![Page 18: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/18.jpg)
4-18
Impact of Culture on Nonverbal Communication
Impact of culture: Refers to the outcome of people from various countries or backgrounds coming into contact with one another
![Page 19: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/19.jpg)
4-19
Negative Nonverbal Behaviors
![Page 20: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/20.jpg)
4-20
Strategies to Improve Nonverbal Communication
Seek out nonverbal cues Confirm perceptions Seek clarifying feedback Analyze interpretations of nonverbal cues
![Page 21: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/21.jpg)
4-21
Benefits of Customer-Focused Behavior
![Page 22: Chapter 4 Nonverbal Communication Skills](https://reader036.vdocuments.mx/reader036/viewer/2022081420/56815168550346895dbf9892/html5/thumbnails/22.jpg)
4-22
Customer-Focused Behavior