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ISSUE: First Quarter 2009
Manager’s Helper
Body Language Basics
By Erica Shatzer
Up to 93 percent of communication is nonverbal, which includes tone of voice, eye movement, posture, hand gestures, and facial expressions. When you are interacting with an upset customer—or any customer for that matter—you need to consider the fact that he or she may be misreading your body language. Furthermore, understanding body language means holding the keys to clear communication. Here are several issues to be cognizant of when communicating with customers, co-workers, bosses, or anyone you meet:
Tone Of Voice
Even if a customer is being rude, it is your job to communicate with the customer in a manner that is both calm and pleasant. By remaining calm, cool, and collected, you are more likely to diffuse a situation before it becomes confrontational. It is important to refrain from raising your voice or yelling at a customer. While your speech shouldn’t constantly be monotone, try not to over-emphasis words either as customers may take it out of context.
Facial Expressions
Maintaining a soft, pleasant expression is a must, especially when dealing with angry customers. Avoid flaring your nostrils and raising your eyebrows as these actions can be portrayed as anger, confusion, or skepticism.
Eye Movement
When you are having a conversation, be aware of your eye movement. Never roll your eyes at a customer and avoid excessive blinking. Do not narrow your eyes or squint as these can be misinterpreted as anger or annoyance. While you should make eye contact with the customer as frequently as possible, avoid having a blank stare because the customer may think that you aren’t paying attention to what he or she is saying.
Posture
Try to stand still and straight while holding a conversation. Good posture denotes confidence; as a manager, appearing to be confident, even if you aren’t confident with the particular situation, is especially important in front of irate customers. Repetitively shifting your weight and excessive movement can both be misread as annoyance. Besides posture, consider the issue of personal space. During a conversation, try not to invade the personal space of others, however, at the same time, don’t be too standoffish.
Positioning Of Appendages
Putting your hands on your hips is an action to avoid as it can suggest anger, impatience, or annoyance. Likewise, you shouldn’t cross your arms during a conversation because crossed arms can suggest anger, disagreement, or irritation.
Hand and Foot Gestures
Be careful not to drum your fingers or tap your foot while you are having a conversation with a customer. These two gestures can suggest that you are annoyed with the customer and/or the situation. In addition, never crack you knuckles or make a fist as these two acts can imply anger or frustration.
Other Gestures
Refrain from constantly checking the time, yawning, or sighing during your interactions; these three actions can denote boredom or annoyance. Remembering the dos and don’ts of body language can be overwhelming at times, and challenging to implement when an irate customer is in your face, but it is important that you don’t let your body language send negative messages— especially to customers, present or potential.
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