Chapter 4: Nonverbal
Communication Skills
© 2012 by Robert W. Lucas
2
Learning Outcomes
• 4-1 Define nonverbal communication.
• 4-2 Recognize various nonverbal cues and their
effect on customers.
• 4-3 Explain the effect that gender has on
communication.
• 4-4 Describe the effect of culture on nonverbal
communication
© 2012 by Robert W. Lucas
3
Learning Outcomes
• 4-5 Identifying unproductive behaviors.
• 4-6 Use a variety of nonverbal communication
strategies.
• 4-7 Demonstrate specific customer-focused
nonverbal behavior.
© 2012 by Robert W. Lucas
4
Nonverbal communication
• Define
– Consists of things such as movements, gestures,
body positions, vocal qualities and other
unspoken signals sent by people in conjunction
with verbal messages
• Most of our messages are nonverbal!
© 2012 by Robert W. Lucas
Nonverbal communication Scope
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• What is included in nonverbal
communication?
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Body language
Eye contact
Posture
Facial expressions
© 2012 by Robert W. Lucas
Nonverbal communication Scope
6
• What is included in nonverbal
communication?
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Head nodding
Gestures
Vocal cues
Appearance and grooming
© 2012 by Robert W. Lucas
Nonverbal communication Scope
7
• What is included in nonverbal
communication?
– Spatial
– Environmental cues
– Miscellaneous cues
© 2012 by Robert W. Lucas
Gender and Nonverbal Communication
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• Define
• Discuss
© 2012 by Robert W. Lucas
Culture and Nonverbal Communication
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• Define
• How can we work with this better?
© 2012 by Robert W. Lucas
Negative Nonverbal Communication
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• Can include the following:
– Nervous habits
– Mannerisms
© 2012 by Robert W. Lucas
Negative Nonverbal Communication
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• Examples of mannerisms
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Handshake
Fidgeting
Raising eyebrow
Peering over glasses
Crossing arms
Holding hand near mouth
© 2012 by Robert W. Lucas
12
Strategies to Improve Nonverbal
•
•
•
•
Seek out cues
Confirm your perceptions
Seek clarifying feedback
Analyze your interpretations of nonverbal
cues
© 2012 by Robert W. Lucas
13
Customer-Focused Behavior
• What are examples of customer-focused
behavior?
© 2012 by Robert W. Lucas
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Lesson 1 Getting Started in PowerPoint