Once you become aware of the potential and scope of nonverbal communication,
it can be one of the most important ways you have of sharing information and messages
with customers. Limitless messages can be conveyed through a look, a gesture,
a posture, or a vocal intonation. To be sure that the messages received are the
ones you intended to send, be vigilant about what you say and do and how you
communicate. Also, watch carefully the responses of your customers. Keep in
mind that gender, culture, and a host of other factors affect the way you and your
customers interpret received nonverbal cues.
To avoid distorting customer messages, or sending inappropriate messages
yourself, keep theses two points in mind: (1) Use a nonverbal cue you receive from
others as an indicator and not as an absolute message. Analyze the cue in conjunction
with the verbal message to more accurately assess the meaning of the message.
(2) Continually seek to improve your understanding of nonverbal signals.
One final point: Remember that you are constantly sending nonverbal messages.
Be certain that they complement your verbal communication and say to the
customer, “I’m here to serve you.” |