• Be aware of personal space: Observe a comfortable distance. On no account should you invade your client’s personal space as this can make him/her uncomfortable and non- receptive. • Use facial expressions: Show the person you are listening by looking interested. Watch your smile – different types of smiles send different non-verbal messages. • Use gestures: Nod occasionally to show that you understand. Body Language refers to messages sent using parts of the body, such as the hands (gestures), body (posture) and head (nodding, shaking and other head movements), eyes (eye contact) and face (facial expressions).
LG – LG – ITICOR0041A COMMUNICATE IN THE WORKPLACE Version 1 LRDU – AUG. 04 21 By becoming aware and receptive to the wide range of non-verbal information that is available you can develop your ability to create an effective service environment through the use of this very powerful tool. TIP! To create an effective service environment through the use of verbal and non-verbal communication boils down to always being approachable and easy to talk to. Refer to: Evans, Desmond, (1990). People, Communication & Organisations, Prentice Hall, pages 174 - 177 Fig 3a Fig 3b CHECKPOINT Which five body language signals should you be mindful of in creating an effective service environment? ACTIVITY Look at the two employees below: • Which would you approach and why? • How would each person make you feel using the body language indicated? Revisit the activity on page 17 and include positive non-verbal cues to demonstrate how you would create an effective service environment. •
LG – LG – ITICOR0041A COMMUNICATE IN THE WORKPLACE Version 1 LRDU – AUG. 04 22 USE QUESTIONING AND ACTIVE LISTENING TECHNIQUES Questioning techniques Questions are important tools that you can use to determine your client support needs. The effective use of questions complements listening in the communication process. They are used to obtain feedback and clarification of a message to ensure that both you and your client understand each other. Good questioning techniques are a learnt skill and need to be practised. There are three (3) main types of questions and the combination of all 3 is needed for the communication to be effective. • Open Questions • Closed Questions • Reflective Questions • Probing Questions Open Questions: These give the client the opportunity to provide maximum information. They usually begin with searching words such as: • How... • Why... • When... • Where... • What... • Who... • Which ... Where do you want us to set-up the printer? Closed Questions: These questions are usually asking for a yes or no answer, and do not encourage any further discussion. They usually begin with words or phrases such as: • Do... • Is... • Can... • Could • Will... • Would... • Shall... • Should ... Have you logged off?