101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 47
Receiving Nonverbal Cues
The flip side of giving nonverbal cues is receiving the cues your customers give you. Service-savvy professionals train themselves to read nonverbal communications and act according to the signals they see.PURPOSE:
✓ To practice interpreting nonverbal messages
✓ To modify personal behavior based on the cues we receive
✓ To discuss situations in which it’s difficult to decipher customer cues
TIME: 20 minutes (this exercise works well in combination with Activity 46)DIRECTIONS:
1. Remind participants of the range of nonverbal behaviors they may observe in customers. (See Activities 45 or 46.)
2. Ask participants to form either pairs or small groups, and then to review the two situations in Part A of Activity 47. They should identify both the nonverbal cues being made and the appropriate responses to them. Allow 5 to 7 minutes.
3. Debrief by reviewing their responses to the activity. Talk through any differences in interpretation. See Part B of Activity 47 for examples.

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