verbal and non verbal communication

2. Group Members
Miss zainab waheed (leader)
Mr azeem qaisar (vice –leader)
Miss ayesha muneer
Miss nawal sohail
Mr tehseen asghar

3.  Presentation topic 
Role of nonverbal communication
in service encounters .

4.  Communication 
 It is the process of sending, giving, or
exchanging information and ideas.
 Types of communication
 Verbal
 Non verbal

5. Types of communication
 Verbal communication is the
communication with words.
 Non verbal communication is without
words.

6. Abstract (summary)
The verbal components of service has
been Investigated ,but the non verbal
aspects of employee and customer is
unexplored So the purpose of my
presentation is the importance of
employees nonverbal communication
during service.

7.  Interaction 
 Interaction between service employee and customer.
 It is critical part of service delivery because
Its elements impact the customers evaluation of
service consumption experience.
 the service encounter based on the nature of
their Interaction with employee.
 Spend considerable effort identifying employee
behaviour that generated good responses from
Customer .

8.  Positive influence 
 Its is employees display of some
affective characteristics like;
 Friendliness
 Enthusiasm
 Responsiveness
 It depend on experience and service
quality.
 The non verbal communication is 70% of
all The communication.

9.  Scarcity of research 
 Service employees nonverbal
behaviour remains virtually
unexplored despite its importance
with respect to out come of service.
 Lacking of interpersonal interaction (
like ATM machines)
 Majority have interpersonal
interaction. (like travel, dining, hotel,
health care, physical fitness)
 This help out for the investigation of
non verbal communication.

10. A managerial view point
 Manager should know about the.....
 Degree of friendliness, credibility,
trustworthiness related to customers.
 Interaction with customer.
 Impact of nonverbal communication
on customer.
 He should train the employee to
utilize nonverbal cues more effectively
for the positive response from the
customers.

11. INVESTIGATION 
 In the investigation we examine the
employees behavior.
 It seems that dissatisfaction of the
employees behavior lead customer to
unpleasant or displeasing nonverbal
behavior.
 Nonverbal cues play a signification role
in shaping receiver perception of
communication credibility by:
 Persuasive power
 Courtesy
 Interpersonal

12. Next Member :
Miss
Ayesha
muneer

13. INTERPERSONAL
COMMUNICATION PROCESS
 Past research of sociology and physiology
help us to understand better how
services customer are likely to process
employee nonverbal communication.
 The customer emotional states and other
traits are also observe Thorley.
 They must be attribution about the
nature f the sender traits and states.
 The manner in which individuals learn
nonverbal is similar to how the learn
vocal language.

14. A CONCEPTUAL MODEL 
 It is a guide or discussion we are use the
conceptual model to highlight the nonverbal
communication in services.
 The modal suggest both verbal or nonverbal
communication between the employee and
customer.
 These are some types of nonverbal
communication:
Paralanguage
Kinetics
Physical appearance
Proxemics
 It further suggest that regard is given by the
customer in response to the services provided by
the employee.

15. CUSTOMERS EVALUATIONS
VARY 
 Pleasing nonverbal cues producing positive
effect may encourage customer to
associate positive characteristics with
services provide.
 Unpleasant nonverbal cues put negative are
like to cause customers to view service in
negative manner.
 Customer are likely to observer whatever
service provide with favorable manner in
positive nonverbal cues.

16. Types of nonverbal
communication 
KINESICS(BODY LANGUAGE)
 In body language (eye contact,
nodding, hand shaking and smiling
)all the powerful nonverbal sign in
interpersonal interaction are
included.
 All the body movement did not have
same meaning, several body
movement tend to Convey similar
meaning .

17. EYE CONTACT
 Eye contact is important with
respect to its effect on
perception and interpersonal
relations.
 The communicators credibly
more favorable with long eye
contact .
 Eye contact his increase
likeability believed and
satisfaction .

18. Interpersonal warmth
 It help out to build satisfying relationship
between service employee and customer.
 It is more effectively communicated
through nonverbal communication.
 Smiling emerged is most effective indicator
of interpersonal warmth.
 The absence of facial expression and body
movement ,include smiling, considered an
indication f negative effect and lack of
warmth and friendliness.

19. Next Member :
Miss
Nawal
sohail

20. Kinesis cues in professional
service situations 
 Kinesics cues build satisfying relationships
at various stages of service delivery
 Kinesics cues also have huge impact in
professional service situations
 In short kinesics cues enhances customer
perception of friendliness,trust,courtesy and
credibility

21. PARALANGUAGE
(paralinguistic )
 Multitude of non verbal
communication It includes:
• Vocal qualities
• Vocal loudness
• Vocal Pitch
• Vocal Volume
• Pauses
• Argyle et AL's(1970) found that “not
only what you say, but how you say it
also matters”.

22. Importance of paralanguage
 Fluent speech that is free of long pauses, hesitation
and repetition is considered more credible(Erickson
et al.,1978)
 Theorists classified speech delivery patterns into
two style:
 Controversial style
 Public speaking style
 Speaker rated these two styles as
trustworthy,kind,warm,friendly and pleasant

23. Proxemics or space
language
Study of space and distance:
 Edward hall four space zones:
 Intimate zone-0-18ft
 Personal zone-4-18ft
 Social zone-4-12ft
 Public zone-12ft and
and as far as one can hear or see.

24. Touch
 An element of proxemics,The meaning
conveyed from touch is dependent upon the
context of situation and the relationship
between communicator.
 Touch enhances one’s interpersonal
involvement, positive effect, social attachment
and intimacy.”(price t al.,1995)
 An effective tool to display friendliness and
empathy and it’s best illustrated with health
care services.

25. Next Member :
Mr tehseen
asghar

26. Physical appearance 
 Physical appearance is
another nonverbal element
which is important to
Determine the
interpersonal interaction.
 Several service
organization have
policies regarding to the
physical appearance.

27. Physical attraction
 An element of physical appearance that
particularly relevant to the service situation
is physical attractiveness.
 Physically attractive communicators are
more persuasive ,successful in changing
attitude and being more friendly then less
attractive communicator.
 These are more warmer more poised and
more skilled.
 It is important factor during initial
encounter.
 This led people to associate attractiveness
with favorable characteristics like
friendliness , sociability
 The physical attractiveness will significantly
effect customer positively with the
perception of credibility, friendliness,
competence.

28. Appropriate dress codes 
 The physical appearance of service providers can
be enhanced by employing appropriate dress
code.
 It is identify with the organization and enhance
the appearance of employee.
 Darker suits create a perception of dominance
and authority.
 Light suits are associated with friendliness.
 Solid white shirts show credibility.
 Worm colors create perceptions of dominance.
 Cool colors create friendliness and warmth

29. Appropriate dress codes

30. Credence _based services 
 Nonverbal communication is also
particularly important when customers
attempt to evaluate credence based
services.
 The employee understand the nonverbal
aspects of communication in shaping
customers evaluations.
 Educate service employees to attend
their nonverbal cues when interacting
with customer.

31. Continuous feedback 
 It consist of :
 Modify service
 Educate service
 Examine the manner

32. Next Member :
Mr azeem

33. periodic survey
Survey
A detailed study of
data on attitudes,impressions,
opinions, satisfaction level,
etc., by polling a section of
the population.
 Periodic
It means Appearing or
occurring at intervals or
occurring repeatedly from
time to time.

34. periodic survey 
 Everyone takes surveys. Whoever makes a statement about human
behavior has engaged in a survey of some sort after a specific time
period or any time period.
 Mostly makes it every year, after 2 years & after 4 years. It depends on
the company or organization.
 By periodic survey we can asses the customer’s perceptions about non
verbal behavior of service employees. We can achieve the desired level
of customer satisfaction & service quality.
 In addition to surveys, mystery shoppers are used to estimate the
nonverbal behavior of employee. The mystery shoppers may be used a
standardized form to note their observations of an of an employee’s
specific nonverbal behaviors.
 Encourage Employees to adopt the recommended changes in nonverbal
behavior by providing positive reinforcements for adaptation.

35. Sundaram and webster point
of view 
 Sundaram and Webster
examine the following
nonverbal cues:
 Kinesics: - body
movement.
 Paralanguage: - related to
speech & voice.
 Proxemics: - the use of
touch.
 Physical Appearance

36. The effects of nonverbal
cues on customer 
 The author suggest that:
 Smiling:- light laughter.
 Head nodding:- move your
head in way of yes.
 3) Frequent eye contact:-
show that you in contact.
 4) Hand shaking
 5) Faster pitch rate
 6) Usage of touch
 7) The color & intensity of
the cloths.

37. Suggestions 
 Author suggest that service manager
should do
 Impotent
 Sensitive to no verbal cues
 Continuous feedback
 Offer voice training
 Employees manners of dress
 Conduct periodic surveys
 Provide incentive