The document discusses the importance of nonverbal communication in service encounters. It outlines the group members and their presentation topic on the role of nonverbal communication. It then defines types of communication and discusses key aspects of nonverbal communication including kinesics, paralanguage, proxemics, physical appearance, appropriate dress codes, and the importance of nonverbal cues in credence-based services. The document stresses the need for continuous feedback through periodic surveys and mystery shopping to evaluate employee nonverbal behavior and ensure high customer satisfaction.
Effective communication requires trust in you, your message and your delivery. Effective business communication skills are vital to successful co-worker and customer interactions.
Effective communication requires trust in you, your message and your delivery. Effective business communication skills are vital to successful co-worker and customer interactions.
Customers act as co-producer in service industry and their level of participation can effect service delivery. Self service technologies have changed the way customers were being served.
Customers act as co-producer in service industry and their level of participation can effect service delivery. Self service technologies have changed the way customers were being served.
This is a PowerPoint presentation I had to create for my Customer Relations class. A 50 minute presentation about an important aspect of customer service. Before this project, I had never created a PowerPoint before.
Management CommunicationManagement Communication .docxinfantsuk
Management Communication
Management Communication 11
1. Explain effective communication norms in a business setting
The idea that people need to have feedback, appreciation and information is a good basis for understanding how and why excellent business communication is important and compelling for success. In fact, not only do they need it for appreciation, they need it to continue to be effective and be successful. If we do not give feedback and communicate we will lose our influence and cut into creating successful results. Some of the basic business communication norms include responding to business needs. These needs include returning phone calls, following up on a request, listening intently, appreciative communication, and clear communications with details and directions, doing what you say you will do, remembering what is important to them, and valuing what is most important to them (Thompson, 2009).
Our communication styles and methods are being stretched to the limit by email, technology, lack of time and demands on our ability to do so much in our days.
Email – not only should you be returning emails in a timely way, but you need to set the context each and every time of why the email is important and what information it is that you want to deliver.
Cell phones – the ring tones that are available now are fun outside of the office, networking situations, client lunches, etc. Put them on vibrate or shut them off. Take and make calls when you are with people sparingly. Most people are not interested in listening to your conversations no matter how stimulating you think they might be.
Returning phone calls –Whether you think you have time to return the call or not, find out what people need, make sure you are clear on whether you can help them or not and then get back to your own work. People who return phone calls are trusted and respected. You do not need to make the calls long.
Handshake, body language and eye contact – ask a friend to shake hands with you and then ask them to give you feedback. Firm is good. Learn to look at a person when they
are speaking. A good part of our non verbal communication is our body – watch what your body is saying about you.
Business cards – get one and have them with you at ALL times. Do include an address, email and phone number. Name and what you do – a title is very good. If your company does not provide a business card, get one for yourself anyway.
2. Describe the role of interpersonal communication both as a manager and as an employee. What specific techniques have you used to overcome barriers to communication? Be sure to specify your role in the communication.
Role of Interpersonal Communication
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4. Communication
It is the process of sending, giving, or
exchanging information and ideas.
Types of communication
Verbal
Non verbal
5. Types of communication
Verbal communication is the
communication with words.
Non verbal communication is without
words.
6. Abstract (summary)
The verbal components of service has
been Investigated ,but the non verbal
aspects of employee and customer is
unexplored So the purpose of my
presentation is the importance of
employees nonverbal communication
during service.
7. Interaction
Interaction between service employee and customer.
It is critical part of service delivery because
Its elements impact the customers evaluation of
service consumption experience.
the service encounter based on the nature of
their Interaction with employee.
Spend considerable effort identifying employee
behaviour that generated good responses from
Customer .
8. Positive influence
Its is employees display of some
affective characteristics like;
Friendliness
Enthusiasm
Responsiveness
It depend on experience and service
quality.
The non verbal communication is 70% of
all The communication.
9. Scarcity of research
Service employees nonverbal
behaviour remains virtually
unexplored despite its importance
with respect to out come of service.
Lacking of interpersonal interaction (
like ATM machines)
Majority have interpersonal
interaction. (like travel, dining, hotel,
health care, physical fitness)
This help out for the investigation of
non verbal communication.
10. A managerial view point
Manager should know about the.....
Degree of friendliness, credibility,
trustworthiness related to customers.
Interaction with customer.
Impact of nonverbal communication
on customer.
He should train the employee to
utilize nonverbal cues more effectively
for the positive response from the
customers.
11. INVESTIGATION
In the investigation we examine the
employees behavior.
It seems that dissatisfaction of the
employees behavior lead customer to
unpleasant or displeasing nonverbal
behavior.
Nonverbal cues play a signification role
in shaping receiver perception of
communication credibility by:
Persuasive power
Courtesy
Interpersonal
13. INTERPERSONAL
COMMUNICATION PROCESS
Past research of sociology and physiology
help us to understand better how
services customer are likely to process
employee nonverbal communication.
The customer emotional states and other
traits are also observe Thorley.
They must be attribution about the
nature f the sender traits and states.
The manner in which individuals learn
nonverbal is similar to how the learn
vocal language.
14. A CONCEPTUAL MODEL
It is a guide or discussion we are use the
conceptual model to highlight the nonverbal
communication in services.
The modal suggest both verbal or nonverbal
communication between the employee and
customer.
These are some types of nonverbal
communication:
Paralanguage
Kinetics
Physical appearance
Proxemics
It further suggest that regard is given by the
customer in response to the services provided by
the employee.
15. CUSTOMERS EVALUATIONS
VARY
Pleasing nonverbal cues producing positive
effect may encourage customer to
associate positive characteristics with
services provide.
Unpleasant nonverbal cues put negative are
like to cause customers to view service in
negative manner.
Customer are likely to observer whatever
service provide with favorable manner in
positive nonverbal cues.
16. Types of nonverbal
communication
KINESICS(BODY LANGUAGE)
In body language (eye contact,
nodding, hand shaking and smiling
)all the powerful nonverbal sign in
interpersonal interaction are
included.
All the body movement did not have
same meaning, several body
movement tend to Convey similar
meaning .
17. EYE CONTACT
Eye contact is important with
respect to its effect on
perception and interpersonal
relations.
The communicators credibly
more favorable with long eye
contact .
Eye contact his increase
likeability believed and
satisfaction .
18. Interpersonal warmth
It help out to build satisfying relationship
between service employee and customer.
It is more effectively communicated
through nonverbal communication.
Smiling emerged is most effective indicator
of interpersonal warmth.
The absence of facial expression and body
movement ,include smiling, considered an
indication f negative effect and lack of
warmth and friendliness.
20. Kinesis cues in professional
service situations
Kinesics cues build satisfying relationships
at various stages of service delivery
Kinesics cues also have huge impact in
professional service situations
In short kinesics cues enhances customer
perception of friendliness,trust,courtesy and
credibility
21. PARALANGUAGE
(paralinguistic )
Multitude of non verbal
communication It includes:
• Vocal qualities
• Vocal loudness
• Vocal Pitch
• Vocal Volume
• Pauses
• Argyle et AL's(1970) found that “not
only what you say, but how you say it
also matters”.
22. Importance of paralanguage
Fluent speech that is free of long pauses, hesitation
and repetition is considered more credible(Erickson
et al.,1978)
Theorists classified speech delivery patterns into
two style:
Controversial style
Public speaking style
Speaker rated these two styles as
trustworthy,kind,warm,friendly and pleasant
23. Proxemics or space
language
Study of space and distance:
Edward hall four space zones:
Intimate zone-0-18ft
Personal zone-4-18ft
Social zone-4-12ft
Public zone-12ft and
and as far as one can hear or see.
24. Touch
An element of proxemics,The meaning
conveyed from touch is dependent upon the
context of situation and the relationship
between communicator.
Touch enhances one’s interpersonal
involvement, positive effect, social attachment
and intimacy.”(price t al.,1995)
An effective tool to display friendliness and
empathy and it’s best illustrated with health
care services.
26. Physical appearance
Physical appearance is
another nonverbal element
which is important to
Determine the
interpersonal interaction.
Several service
organization have
policies regarding to the
physical appearance.
27. Physical attraction
An element of physical appearance that
particularly relevant to the service situation
is physical attractiveness.
Physically attractive communicators are
more persuasive ,successful in changing
attitude and being more friendly then less
attractive communicator.
These are more warmer more poised and
more skilled.
It is important factor during initial
encounter.
This led people to associate attractiveness
with favorable characteristics like
friendliness , sociability
The physical attractiveness will significantly
effect customer positively with the
perception of credibility, friendliness,
competence.
28. Appropriate dress codes
The physical appearance of service providers can
be enhanced by employing appropriate dress
code.
It is identify with the organization and enhance
the appearance of employee.
Darker suits create a perception of dominance
and authority.
Light suits are associated with friendliness.
Solid white shirts show credibility.
Worm colors create perceptions of dominance.
Cool colors create friendliness and warmth
30. Credence _based services
Nonverbal communication is also
particularly important when customers
attempt to evaluate credence based
services.
The employee understand the nonverbal
aspects of communication in shaping
customers evaluations.
Educate service employees to attend
their nonverbal cues when interacting
with customer.
31. Continuous feedback
It consist of :
Modify service
Educate service
Examine the manner
33. periodic survey
Survey
A detailed study of
data on attitudes,impressions,
opinions, satisfaction level,
etc., by polling a section of
the population.
Periodic
It means Appearing or
occurring at intervals or
occurring repeatedly from
time to time.
34. periodic survey
Everyone takes surveys. Whoever makes a statement about human
behavior has engaged in a survey of some sort after a specific time
period or any time period.
Mostly makes it every year, after 2 years & after 4 years. It depends on
the company or organization.
By periodic survey we can asses the customer’s perceptions about non
verbal behavior of service employees. We can achieve the desired level
of customer satisfaction & service quality.
In addition to surveys, mystery shoppers are used to estimate the
nonverbal behavior of employee. The mystery shoppers may be used a
standardized form to note their observations of an of an employee’s
specific nonverbal behaviors.
Encourage Employees to adopt the recommended changes in nonverbal
behavior by providing positive reinforcements for adaptation.
35. Sundaram and webster point
of view
Sundaram and Webster
examine the following
nonverbal cues:
Kinesics: - body
movement.
Paralanguage: - related to
speech & voice.
Proxemics: - the use of
touch.
Physical Appearance
36. The effects of nonverbal
cues on customer
The author suggest that:
Smiling:- light laughter.
Head nodding:- move your
head in way of yes.
3) Frequent eye contact:-
show that you in contact.
4) Hand shaking
5) Faster pitch rate
6) Usage of touch
7) The color & intensity of
the cloths.
37. Suggestions
Author suggest that service manager
should do
Impotent
Sensitive to no verbal cues
Continuous feedback
Offer voice training
Employees manners of dress
Conduct periodic surveys
Provide incentive