This 16 page self help workbook describes the importance of body language in providing outstanding service to your customers. It will help you to identify gestures that you use that your customers may find rude or offensive. Or, use it to train your staff on the importance of body language in delivering outstanding customer service.
In the space below write down what you understand is meant by the term Body Language.
Your definition should read something like “non-verbal means of communicating through gestures and other body signals”.
Have you ever been in the situation when you really didn't believe what someone was saying? Did you have a sense that something didn't ring true or a gut feeling that all was not right? Perhaps they were saying, "Yes" yet their heads were shaking "No"?
The difference between the words people speak and our understanding of what they are saying comes from non-verbal communication, otherwise known as "body language." By developing your awareness of the signs and signals of body language, you can more easily understand other people, and more effectively communicate with them.
There are sometimes subtle, and sometimes not so subtle, movements, gestures, facial expressions and even shifts in our whole bodies that indicate something is going on. The way we talk, walk, sit and stand all say something about us, and whatever is happening on the inside can be reflected on the outside.
By becoming more aware of this body language and understanding what it might mean, you can learn to read people more easily. This puts you in a better position to communicate effectively with them. What's more, by increasing your understanding of others, you can also become more aware of the messages that you convey to them.
There are times when we send mixed messages – we say one thing yet our body language reveals something different. This non-verbal language will affect how we act and react to others, and how….
BUY this practical workbook NOW to train you and your staff on the importance of Body Language in delivering outstanding customer service. The workbook includes sections on cultural differences of gestures, clusters of gestures, gestures in context, shaking hands, personal space, mirroring, identifying offensive gestures, and typical body langyage displayed by people who are: Confident, defensive, disengaged, lying and reflective. The workbook also includes an employee sign off.