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Non-Verbal Communication in the Hospitality and Tourism Indu
Transcript of Non-Verbal Communication in the Hospitality and Tourism Indu
Messages expressed by other than linguistic means and includes messages transmitted by vocal cues.
Crucial to our industry!
Links to Emotional Contagion Theory (Relates to service satisfaction)
Non-Verbal Communication in the Hospitality and Tourism Industry
Kinesics with Customers
-Body Positioning to improve satisfaction (Be more open!)
-Eye contact and smiling to support your verbal communication
Individual Factors with Coworkers
-Tone of voice can determine how you lead
-Handshaking is key in the workplace
-Self Presentation (appearance Professional vs. Casual)
External Factors with Coworkers
-Environment: A well-designed environment can improve positive and energetic attitudes in the workplace. This can affect the mood of your coworkers which affects their non-verbal communication.
-Time: Employees wait on managers for meetings, interviews, and more. (What's the longest time you've waited for a higher up?)
-Faster replies = improved credibility and reliability
External Factors with Customers
-Environment: With a well-designed area, expressions on customers can increase positively. This influences gestures, attitudes and their experience!
-Time: The longer a guest spends time at the business, employees have more time to understand and interpret nonverbal communication to cater to needs!
-Faster Service = Better Business
-Different cultures use different forms of nonverbal communication and interpret it differently. (Eye contact can be interpreted differently)
-Genders (Feminine related Genders vs. Masculine related Genders)
-Overall Interpretation (It's fluid depending on the experiences of the person)
Kinesics with Coworkers
-Body Positioning (Know what type of message you are sending, and how it can be interpreted)
-Monitoring use of Gestures (Does everyone remember what Illustrators are?)
Individual Factors with Customers
-Tone of voice affects how warm, and receptive you are! (Smile when speaking on the phone)
-Making physical contact with your customers (A touch on the shoulder, may result in a better tip! Experiences anyone?)
-Dress to impress your guest! (So are uniforms better than this new trend we are heading in as professional-casual?)
Thank You! :)