The document provides guidance on positive and negative body language in a hospitality setting. Negative body language includes slumped posture, cracking fingers, walking quickly, raised eyebrows when listening, arms crossed, pointing at people, and eyes half closed. Signs of impatience include continual nodding, leaning back, turning away, pushing away from tables, gathering papers, closing cases, and looking at watches repeatedly. Positive body language when standing involves standing straight with arms at the sides, not leaning back, and not putting hands in pockets. When talking, maintaining eye contact, using a moderate voice, and showing interest are recommended. When listening, maintaining eye contact, using facial expressions, and nodding are suggested. Walking should be at a moderate pace and

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