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Nonverbal Communications There are 6 replies:
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Nonverbal Communications Original post: Thu 12/29/2016 at 10:40 AM

Is there ever any doubt in your mind as to the mood of a coworker upon their arrival at work? Nonverbal communication is the single most powerful form of communication.  With that in mind, discuss how important nonverbal communications are when dealing with customers. Give an example of a time when you have experienced miscommunication based on nonverbal communications.

Edited:Thu 12/29/2016 at 10:41 AM by Kathy Edwards
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Re: Nonverbal Communications Posted: Wed 3/8/2017 at 2:40 PM, in reply to Kathy Edwards

No, I do not think there has ever been any doubt in my mind about the mood of a coworker upon their arrival at work. I worked with a woman once who explained to me that she was a Gemini and if she ever came to work not talking or grumpy, it was the other twin. However, her mood would lighten by the end of the day.

Nonverbal communication is the single most powerful form of communication.  With that in mind, discuss how important nonverbal communications are when dealing with customers. Nonverbal communication is extremely important. It can cause someone to get the wrong impression and make him or her feel extremely uncomfortable. I can remember going to my second job and feeling exhausted, I wasn’t upset but because I wasn’t my normal chipper self, I was perceived as being angry. I smiled or talked only if someone had something to say to me. My mind was on going home and getting a hot bath and getting into bed. My shoulders were slumped and I had to keep visiting the restroom to wash my face and try to talk myself out of not leaving the crew short-handed. Boy was that hard.

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Re: Nonverbal Communications Posted: Wed 3/8/2017 at 5:39 PM, in reply to Kathy Edwards

There is never any doubt in my mind as to the mood of a coworker upon their arrival at work because when I am at work I focus on my own personal goals, duties, and responsibilities not allowing their mood or emotions to effect my job performance. Nonverbal communication is very important when dealing with customers because your assumed mood or attitude can rub off on them and make their experience bad overall. If your mood or attitude is straight forward and clear then the customer won't have to guess or assume and there won't be a miscommunication messing up the business relationship that you may have. Everyone tells me that sometimes my face displays anger or frustration when in reality I am calm, cool, and collective. One day while being a cashier at Walmart a customer came to my line and proceeded to checkout. As he got down to the register to pay for his groceries he told me to cheer up and if this job made me so upset I should find a new one. I laughed and explained to him that that was just how I was looking and not actually feeling. After speaking a couple of words he realized that I indeed was in a pleasant mood and apologized for what he said. I learned that day that I need to work on my facial expressions and keeping a smile on my face. A customer seeing my face upset can lead to them being upset which is not good for business.

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Re: Re: Nonverbal Communications Posted: Thu 3/9/2017 at 6:08 PM, in reply to LAVONNE BARCLAY

Lavonne I've experienced the same situation you have with not wanting to be at work and it showing on my face. Of course the customers see it and pick up on it which is bad for business but sometimes you just can't help it. Whats good ways to perk yourself up besides going to the bathroom? What if you have no access to a bathroom and way to step away and have a few seconds for yourself?

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Re: Re: Nonverbal Communications Posted: Thu 3/9/2017 at 10:29 PM, in reply to LAVONNE BARCLAY

LaVonne, I almost laughed out loud at the Gemini comment. My son and his father are both Gemini and you never really know what to expect. Many times people get the wrong impression simply because of a person's demeanor. I have a coworker who is as good as gold but she wears a frown all the time. Other members of the team often wonder how I am able to get along with her because I'm totally the opposite. Simply put, I took the time to get to know her. When she is in her relaxed state, she relaxes every muscle in her face, which is interpreted as a frown or scowl. The problem here is that a customer will not have time to get to know her. They take exactly what they see at face value. This could cause miscommunication and customers will complain that the representative was not friendly. These comments directly affect the company. Another concern is that our non-verbal communication does not always match our verbal communication. Sending this mixed message can be disastrous.

Great post!

Professor Wells

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