Waving "Hi" to
a neighbor; slouching in a chair; looking intently into the eyes of a loved
one. These are all ways that we communicate without using words.
Nonverbal communication
takes many forms and can convey diverse meanings. However, its significance is
often overlooked. Nonverbal communication can actually convey more meaning than
verbal communication. Researchers estimate that at least 60 percent of the
impact of a conversation or message comes from nonverbal factors such as eye
behavior, gestures, posture and voice.
Your relationships with
customers can be enhanced by not only having an awareness of the ways messages
are conveyed non-verbally but by taking steps to improve your nonverbal
communication. Consider the following suggestions from Successful
Nonverbal Communication, by Dale G. Leathers (1986):
·
Try to sustain eye contact with customers when serving them or
having a conversation with them. Avoid shifting your eyes too much, or looking
down or away from customers.
·
Keep hands and elbows away from your body. When listening to customers
nod your head and smile. Avoid fidgeting, hand-wringing and touching your face.
·
Keep an open and relaxed posture. Lean forward slightly. Avoid
crossing your arms and standing rigidly.
·
Speak at an appropriate volume and rate. Vary your pitch. Avoid
speaking in a monotone, using too many pauses and "ahs," and
repeating words.
(taken from Selling Strategies for Local Food Producers)
No comments:
Post a Comment