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BODY LANGUAGE <ul><li>Hospitality Basic Attitude </li></ul>
Negative Body Language <ul><li>Slumped posture </li></ul><ul><li>Cracking fingers </li></ul><ul><li>Walking quickly </li><...
Impatience Clues <ul><li>Continual nodding communicates impatience.  </li></ul><ul><li>Leaning back or stepping away.  </l...
Standing <ul><li>Make sure you are standing  </li></ul><ul><li>appropriately. </li></ul><ul><li>Stand straight with both l...
Talking <ul><li>Make sure that your voice tone is not so high, not so low, not so fast and not so slow. </li></ul><ul><li>...
Listening <ul><li>Listen carefully to all what the guest says. </li></ul><ul><li>Use eye contact. </li></ul><ul><li>Use yo...
Walking <ul><li>Being in hurry is not a sign of professionalism, it means that things are out of control. </li></ul><ul><l...
Sitting <ul><li>Never sit down while the guest still standing. </li></ul><ul><li>Never sit with the guest without a previo...
General Rules <ul><li>Use eye contact while dealing with the guest. </li></ul><ul><li>Wait until the guest leave or finish...
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Body Language1

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Transcript of "Body Language1"

  1. 1. BODY LANGUAGE <ul><li>Hospitality Basic Attitude </li></ul>
  2. 2. Negative Body Language <ul><li>Slumped posture </li></ul><ul><li>Cracking fingers </li></ul><ul><li>Walking quickly </li></ul><ul><li>One raised eyebrow when listening </li></ul><ul><li>Strolling (leisurely walk) </li></ul><ul><li>Head tilted when listening </li></ul><ul><li>Jingling change in pocket </li></ul><ul><li>Arms crossed </li></ul><ul><li>Pointing at person being spoken to </li></ul><ul><li>Eyes half closed </li></ul>
  3. 3. Impatience Clues <ul><li>Continual nodding communicates impatience. </li></ul><ul><li>Leaning back or stepping away. </li></ul><ul><li>Turning their body away from you </li></ul><ul><li>Pushing away from their tables. </li></ul><ul><li>Gathering up papers. </li></ul><ul><li>Closing their cases while you are still talking. </li></ul><ul><li>Looking at their watches repeatedly. </li></ul>
  4. 4. Standing <ul><li>Make sure you are standing </li></ul><ul><li>appropriately. </li></ul><ul><li>Stand straight with both legs </li></ul><ul><li>in straight position </li></ul><ul><li>Arms beside or connected </li></ul><ul><li>in front of you, not crossed or behind you. </li></ul><ul><li>Never lean back while standing in front of the guest. </li></ul><ul><li>Never put your hands in your pockets </li></ul>
  5. 5. Talking <ul><li>Make sure that your voice tone is not so high, not so low, not so fast and not so slow. </li></ul><ul><li>Ensure eye contact while speaking to the guest an show a suitable facial expressions during your conversation with the guest. </li></ul><ul><li>Use suitable respectable </li></ul><ul><li>expressions or words. </li></ul><ul><li>Speak clearly and show </li></ul><ul><li>interest to the guest conversation. </li></ul>
  6. 6. Listening <ul><li>Listen carefully to all what the guest says. </li></ul><ul><li>Use eye contact. </li></ul><ul><li>Use your facial expressions while listening. </li></ul><ul><li>Use nodding as a sign of your listening. </li></ul><ul><li>Ask questions to confirm your understanding. </li></ul><ul><li>Wait until the guest finish their conversation, then answer or ask permission to leave. </li></ul>
  7. 7. Walking <ul><li>Being in hurry is not a sign of professionalism, it means that things are out of control. </li></ul><ul><li>Walking slowly means that you are bored or not interested. </li></ul><ul><li>Looking straight forward shows ignorance to the guest and watching them shows disrespect to their privacy. </li></ul><ul><li>Walk straight and greet the guests if you looked in the eyes. </li></ul>
  8. 8. Sitting <ul><li>Never sit down while the guest still standing. </li></ul><ul><li>Never sit with the guest without a previous permission. </li></ul><ul><li>If you were sitting and guest came, you should stand as a sign of respect. </li></ul><ul><li>Never sit in guest areas with legs crossed. </li></ul><ul><li>Sit properly on the chair in the presence of the guest or always in guest areas. </li></ul>
  9. 9. General Rules <ul><li>Use eye contact while dealing with the guest. </li></ul><ul><li>Wait until the guest leave or finish first. </li></ul><ul><li>Never stare at the guest or their properties. </li></ul><ul><li>Always put a smile on your face </li></ul><ul><li>Use your facial expressions for the best effect. </li></ul>
  10. 10. Thank You
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