Body Language. Understanding Guest. Self. Suggestive Selling. Professionalism. Higher Revenues. Repeat Guests

Transcription

1 BODY LANGUAGE

2 Body Language Self Understanding Guest Professionalism Suggestive Selling Repeat Guests Higher Revenues

3 What is Body Language? Body Language is the communication of personal feelings, emotions, attitudes, thoughts through body movements - gestures, postures, facial expressions, walking styles, positions & distance - either consciously or involuntarily i.e. its not only your tongue you communicate with but also you speak with your body movements & gestures.

4 The Main Aspects of Body Language Gestures: A gesture is the verbal or non-verbal body movement used to express or emphasize an idea, an emotion or a state of mind. Body Movements: This includes the head, eyes, eyebrows, lips, neck, shoulders, fingers and so on. One can distinguish four main kinds of gesticulation: Emblem, illustrators, regular and self-touching.

5 Behaviour : This refers quite simply, to everything we do which is overt or observable. It is important because it is observable to others. Emotions: Refers to states such as happiness, depression & anxiety & milder moods such as feeling of pleasure & displeasure, degrees of excitement or drowsiness etc. A Emotional cue is a facial expression, body movement or tone of voice indicative of emotion.

6 THE FACE The face is the most significant and the most photographed- part of human body. The flashes of facial signals are generally spontaneous reactions which a person finds difficult to hide.

7 General Characteristics Expressions: Facial expressions are highly flexible & changeable. The face can encode a variety of communicative & informative messages. Raise of eyebrows express astonishment. We frown in displeasure or confusion. Envy or disbelief may be displayed by a raised eyebrow.

8 Emotions:The face is the most reliable indicator of a wide range of emotions : Joy & happiness, fear, annoyance, surprise, anger, sadness etc. When we are shocked we open our mouth. Blushing is another facial phenomenon that expresses emotion. A shy person becomes red in face when attention is focussed on him.

9 Smiling: smiling & frowning are two major facial expressions. A genuine smile means I appreciate you ; I accept your ideas. A frown means I find you puzzling. Laughter: Laughter is composed of a broad range of gesture & sounds. Ha-Ha is a genuine laughter. He-He is a mocking laughter. Hee-Hee suggests a secret giggle. Ho-Ho communicates surprise

10 Head Gestures The Head Nod : A nod depicts a positive signal & a head- shake signifies no or a negative gesture. Head nods show continuing attention, it also depicts what is happening to us emotionally. Heads tilt is a signal of interest.

11 Eyebrows: People lower or knit their eyebrows when they show disagreement or displeasure. Frown when in displeasure. Mouth : When raised, the mouth communicates positive feelings, happiness, optimism. If kept straight to conceal emotion. Turned down to express sadness, confusion, dissatisfaction.

12 The Lips: When one does not utter a word lips can be eloquent because silent lips express a wide range of emotions from smile to frown. Throat: when the Adam s applejump unconsciously signals anxiety, embarrassment or stress.

13 The Eyes The eyes can be steely, knowing, mocking, piercing, shifty. They can level a burning glance, or a cold glance or a hurt glance or again can be wise, knowing, inviting, scary, disinterested and so on. Pupils dilate when a person is interested. We gaze in order to perceive the expressions of others. We look straight in the eye to get attention.

14 Ways of Looking: Side long glance is referred to as stolen look. Blank stare depicts boredom. Sparkling eyes are an attribute of those who have magnetic personalities. Glasses: Peering over glass depicts being judgmental or critical. Dark glasses are worn by those who conceal their genuine feelings.

15 THE HANDS The Human hand is a restless organ Limp hands show boredom. Nervous or jittery person shows restless hands. Clenched hands often shows frustration. Clapping of hands shows applause.

16 When the arms are crossed they form a barrier to an impending threat. Arms folded with finger tucked in armpits & thumbs sticking out: this is when subordinate faces his superior whom he considers equal. Arms behind the back is resorted by those who is experiencing an inner conflict. Neck stroking signals suspicion.

17 Putting objects in mouth is when they are busy with something. Pinching the bridges of nose indicates a person in deep thought. Nose rub is a sign of rejection. Chin stroking is when people are in deep reflection. Slapping the head signifies self punishment. Hands behind the head is used by professionals who are confident & dominant.

18 Styles Of Handshake Palm down thrust : signifies dominance or aggression. Palm up position shows submission by the giver. Glove Handshake: Politician Handshake, this is with people one is familiar with.

19 THE LEGS Crossed legs signify negativity. The foot lock is especially among shy & timid women. The ankle lock signifies holding back of strong feelings, attitudes & emotions. Sitting on edge of chair indicates compromise, accept or agree or conclude. Rocking or swinging in chair indicates a person is in full control of situation.

20 Walking Gestures Arms swinging. Hands in pockets. Hands on hips. Meditative walk. Confidence walk. Leadership walk. Pacing. Swagger.

21 When people enter an 1.One or two elevator, they each......lean against the walls of the elevator. 2. Three or four...occupy a corner. 3.five or six...all turn to face the door....get taller and thinner....hands and purses and briefcases hang down in front of the body, or "fig leaf position."

22 ...must not touch each other in any way unless the elevator is crowded, and then only at the shoulder or lightly against the upper arm....have a tendency to look upward at the illuminated floor indicator. Thank You!!