Question one: Strategies for Improving Non-verbal Communication
Non-verbal communication skills are significant to both the professional and personal life. However, these skills can be tricky to improve as non-verbal communication is almost unconscious and part of a person’s personality (Lucas, 2014). Additionally, different social groups and cultures have various norms regarding non-verbal communication. As such, to improve it, the first step entails becoming aware of it. Then, the next step will be to work on strategies to try and alter the habits which may seem off-putting.
These strategies may include working on my body language because of posture matters. Different body languages may imply that one is defensive and uncomfortable while communicating with others such as crossing legs or standing in a rigid way or slouch. Besides, an individual should respect personal space of other people, and as such, should be careful about touching others, or sitting or standing too close to a person when interacting with them (Lucas, 2014). Second, I should work on my facial expression since it conveys a lot regarding how I feel as a speaker. Frowning may make my audience feel uncomfortable and as such, they may focus more on the look instead of what I am saying. Third, I should work on my tone, voice speed, and pitch. For instance, speaking in a very monotonous voice tone can be quite gloomy for my audience. So I should try and work on coming across as interested and lively in what I say.
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One personal goal that will help me further develop my body language skills is through trying to be relaxed when communicating with others. Where appropriate (especially when delivering a presentation), I will use gestures to stress my points and move around a little. Second, I should practice how to relax my facial muscles and even smile where possible to assist further develop my eye contact and facial expression. Additionally, I will need to practice the projection of my voice and this may be achieved through breathing exercises to assist further develop my voice speed, tone, and pitch (López, 2016). Besides, I will practice speaking clearly, slowly and in a voice which loud enough to reach all audience.
Question two: What Service Providers can do to Eliminate Negative Customer Feelings in Waiting Lines
No customer likes to wait in queues and waiting even become more frustrating when service providers fail to handle customers with respect. Shouting at customers while in queues can make customers have a negative view of the service providers and the organization as a whole that they do not care about their customers. As such, to help eliminate negative feelings of customers while in such situations, service providers should employ these strategies. First, they should able to keep the line moving by engaging all employees to actively work. Customers should be able to see all employees (service providers) working with an urgency sense (Lucas, 2014). This will help reassure the customers that service providers are striving to assist them as quickly as they can and are putting their needs first.
Second, service providers should be able to keep customers engaged in the lines by providing them with something to do. This may include giving customers magazines to read or putting televisions in the waiting lines or areas. This will help reduce the perceived waiting time and hence the waiting frustrations and negative feelings (López, 2016). Third, service providers should be fast, friendly and sympathetic to the emotions of customers concerning their waiting times and be thankful for the patronage and time of customers. This friendly employee-customer interaction will make customers happier and reduce their perceived wait times (Lucas, 2014).
Besides, service providers should appoint a service leader whose work is to coordinate the interactions of customer-employee. When employees directly greet customers, learns their reason for visit, and directs them in their respective areas, customers will feel that employees recognize their needs and start interactions immediately instead of them waiting to speak to an employee (Lucas, 2014). This will also diminish the perceived wait time and hence, negative feelings the customers might have.
References
Lucas, R. (2014). Customer Service Skills for Success (7th ed.). [Place of publication not identified]: Mcgraw-Hill.
López, J., (2016). Code switching in the therapeutic environment: a bilingual art therapist's perspective. School of the Art Institute of Chicago .
