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Nonverbal Cues Effect Customer Service

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4 2 ,[object Object],[object Object],[object Object],Skills for Success Nonverbal Communication Skills Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Learning Objectives , continued: ,[object Object],[object Object],[object Object],[object Object]
Nonverbal Communication ,[object Object],[object Object]
Feelings : How they are communicated ,[object Object],[object Object],[object Object],[object Object]
Categories of Nonverbal Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Types of Body Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Environmental Cues ,[object Object],[object Object],[object Object]
The Role of Gender in Nonverbal Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Impact of Culture on Nonverbal Communication ,[object Object],[object Object],[object Object]
Unproductive Behaviors ,[object Object],[object Object],[object Object],[object Object],[object Object]
Unproductive Behaviors , continued ,[object Object],[object Object],[object Object],[object Object]
Improving Nonverbal Communication ,[object Object],[object Object],[object Object],[object Object],[object Object]
Providing Customer-focused Behavior ,[object Object],[object Object],[object Object],[object Object],[object Object]
Providing Customer-focused Behavior , continued ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Courtesy? Is it Important ? ,[object Object],[object Object],[object Object],[object Object],[object Object]
Courtesy? Why ? ,[object Object],[object Object],[object Object],[object Object]
Communication of Feelings, Fig. 4.1
Work It Out 4.1 Facial Expressions

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Nonverbal Cues Effect Customer Service