Unit 6 Customer Service Discussion Board information communicating through body language

Language and facial expressions non verbal messages

Info icon This preview shows pages 2–4. Sign up to view the full content.

View Full Document Right Arrow Icon
language and facial expressions Non-verbal messages often convey more meaning than the spoken word. A positive non-verbal form of communication, such as positive body language, gestures and facial expressions can go a long way in terms of establishing effective two way communication between organizational employees at all levels. Appropriate form of non-verbal communication from seniors is extremely important to motivate subordinates, implement change and achieve better response and productive attitude/ behavior from subordinates. A negative message sent through inappropriate non-verbal communication can spoil relationship/ rapport between organizational employees. Therefore, non-verbal communication should be used as an important tool to convey positive messages or communication across organization. Especially in a culturally diverse work environment, one should be quite careful in terms of using non-verbal communication as it can be misinterpreted by people from other cultures. As
Image of page 2

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
the workplace becomes more diverse, and nonverbal cues become more diverse, people often find themselves in precarious situations with co-workers, employees and customers because they are not always aware of the nonverbal cues of others. 2. If you were hiring a receptionist or customer service representative, what essential phone service skills would you look for in your top candidates? Explain Telephone conversation is a somewhat richer channel as it allows for immediate feedback and would be very good to get important, immediate responses. This choice is highly contextual and it is an important way of doing business. Many people often carry cell phones so that they can get important messages wherever they go. The telephone can be used to inform and to remind the audience concerned of the meeting that is going to take place . You may not realize it, but hiring a customer service representative may be one of the most important hiring decisions you can make. After all, your receptionist or administrative assistant is often times the first person to interact with a potential Customer or Client and establishes the tone for the remainder of their interaction with your organization. Whatever you choose to call this position within your organization, one thing is certain - it is absolutely imperative that you hire the right person for the job. There are unique traits that can be identified, it is time for the most important part of the job benchmarking process: measurement and comparison. With the use of a scientifically validated employee assessment test in their phone capabilities. These traits can be measured in each of the candidates you are considering for the position and then compared to the job benchmark results to determine how well each candidate fits the job.
Image of page 3
Image of page 4
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern