Lesson 4 Notes- Nonverbal Communication.docx - TQM101 | Lauryn Wallace Nonverbal Communication Lesson 4 Gestures body language and facial expressions

Lesson 4 Notes- Nonverbal Communication.docx - TQM101 |...

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TQM101 | Lauryn Wallace Nonverbal Communication: Lesson 4 Gestures, body language, and facial expressions are all aspects of nonverbal communication. In every society, individuals communicate using verbal and nonverbal means, and an individual must be astute enough to pick up on nonverbal “cues” to really understand communication with another individual. Lesson 4 Objectives Define nonverbal communication Recognize nonverbal cues from customers Describe culture’s effect on nonverbal communication Utilize nonverbal strategies Lesson 4 Assignments 1. Read chapter 4 2. Complete Lesson 4 Essay a. Fact To Face
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TQM101 | Lauryn Wallace Nonverbal messages can contradict or override verbal messages. When in doubt, people tend to believe nonverbal messages. Nonverbal Messages : consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages. Background, culture, physical conditions, communication ability, and many other factors influence whether and how well people use body cues. Body Language : nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress, grooming, and many other cues. Pupilometrics : the study of pupil reaction to stimuli. Nonverbal cues such as eye contact, proximity, smiling, and gesturing send powerful messages. Posture : refers to how one sits or stands in order to project various nonverbal messages. Various terms to describe posture include: formal, rigid, relaxed, slouched, awkward, sensual, and defensive. By standing or sitting with an erect posture, walking confidently, or assuming a relaxed, open posture, you might appear to be attentive, confident, assertive, and ready to assist your customer.
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  • Fall '15
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