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Imagine This: You dine at a restaurant and while the atmosphere and food are fantastic, the server stands oddly close to your table and does not smile once. You get your brakes replaced, on time and as quoted, but the service writer seems disengaged, harried, and eager for you to leave. You visit a hair salon and receive a great cut, but the stylist does not look you in the eye more than once and barely engages with you. No matter the industry, this is a common occurrence – disengaged staff members undermining valuable products and services.
When it comes to hiring employees, it is the skills that go BEYOND the basics of the job function that are often overlooked: soft skills, people skills, and in particular, nonverbal communication skills. Even the hardest working, most intelligent employees can ruin a customer interaction if they are not self aware and paying attention to what they are saying without speaking.
To help ensure YOU have the tools you need to help your staff master their nonverbal communication skills, we created a Nonverbal Communication Skills Cheat Sheet for you to download and post in a spot that all your staff will see.
Incorporate this into employee training and your service standards, display it in your breakroom, discuss it at periodic pre-shift meetings or team meetings, and create role-playing activities that allow for constructive feedback and Q&A.