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Nonverbal Communications There are 11 replies:
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Re: Re: Nonverbal Communications Posted: Wed 7/12/2017 at 9:35 PM, in reply to Shanna Davis

Nonverbal communication is a huge part of customer service. I have experienced being starred at and followed around in a store. It does not make you feel valued as a customer and it makes you feel uncomfortable. In my profession, I primarily deal with customers over the phone. It is amazing how a smile can be heard over the phone. Impressions are everything they are the beginning of a great introduction. I am working on my nonverbal communication through practice and awareness. I completely agree nonverbal communication can give off a completely different meaning than the message. 

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Re: Re: Nonverbal Communications Posted: Sat 7/15/2017 at 10:45 AM, in reply to Sharii A Hill

Shari, unfortunately many people share your sentiment - I'm included. Even when you can't find the right words to say, your non-verbal communication speaks volumes.  I think it's a good practice to try to wear a smile; however, the danger in that is smiling when someone is being very serious. Then the smile becomes offensive. So I have a professor to give me a few pointers that you might like to try. Give eye contact (don't stare), nod in the speakers direction whether you agree or disagree, stay engaged and if you smile don't show your teeth. I thought it was a little ridiculous until I followed the instructions. The first comment I received was, "We can't tell how you feel about this subject because we can't read your expression", BINGO!

Great post!

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Re: Re: Nonverbal Communications Posted: Sat 7/15/2017 at 10:57 AM, in reply to Willie Lee Wilcher

Great response Willie! No let's talk about your hand gestures. I would really like to know more of how your hand gestures make the customers feel you care. I'll share something I learned about hand gestures. Have you noticed if your hands are close to your body when you use gestures or are they closer to the customer? Are your fingers spread open and inviting or closed together? Are your arms folded or crossed while giving a message? Do you periodically close your hand into a fist? How often do you rub your hands together as you speak or steeple your fingers? Are your fingernails well manicured or are they distracting? How about your jewelry - distracting maybe? Now that I've made you aware of these things, take notice the next time to see if any of these things apply to you. I've been told that I have Oprah Winfrey hands when I speak. laughing

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Re: Re: Nonverbal Communications Posted: Sat 7/15/2017 at 11:10 AM, in reply to Shanna Davis

Shanna, I believe you will agree that nonverbal communications can cause conflict in the business environment. It is important to understand nonverbal communication across cultural boundaries. For example, a smile to us is a gesture of friendliness, whereas a smile in another culture is a sign of acceptance. When the okay gesture or the thumbs up hand gesture is a sign that we agree with something, these same signs are considered to be disrespectful and offensive in other cultures. We have to be extremely careful with our nonverbal communication at all times so as not to offend anyone. I love your example of the clerk and the t-shirt - total miscommunication.

Great job!

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Re: Re: Re: Nonverbal Communications Posted: Sat 7/15/2017 at 11:23 AM, in reply to Kathy Edwards

I love it! Thank you for the insight I will try it. I have tried for so long to walk in transparency and now its no longer working for me. I am trying my best to change my image with my nonverbal communication. I really appreciate this knowlwdge I am going to practice it. 

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