P3. BAHASA TUBUH...................................

bahasa tubuh

1. FBEYOND, WORDS...

Understanding and Interpreting
Body Language

2. Tynes of body language

Eye contact
Face

Posture

Hand Gestures
Personal space
Body contact

VERBAL 35%

NONVERBAL 65%

Facial Expressions
Tone of Voice
Movement
Appearance

Eye Contact
Gestures

Posture

3. \

Not Lets see.....
N =

How different body language
shows different gestures.....

4. While talking to Guests LN

Facial Expressions

Always Smile

Always maintain an interested &
helpful expression

Maintain Eye Contact

5. SMILE
“You are not completely dressed until

your face wears a SMILE re

6. + Give eye contact to the guests
to create a better connection
and see if they are listening.

+ Keeping too much eye-
contact might creep people
out.

+ Giving no eye-contact might
make you seem insecure.

7. While talking to Guests |

Distance, Speed & gestures

Maintain a distance of at least 2
feet

Speak Softly & clearly

Avoid unnecessary movements of
hands and facial expressions

8. While standing with Guests

Posture l

fsa

Stand Erect at ease A Nb, E Y
Weight Balanced on both feet Y y 4
Shoulders Straight 7/9025 y /

Chest out/Stomach in

la,

9. While standing with Guests

Hands

Keep Hands on the sides or behind
your back

Do not keep hands in pockets or
on the hips

Do not cross arms across the chest
Do not lean against the counter.

10. You shouldn't cross your
arms as it might make
you seem defensive or

guarded. Keep your
arms open.

3

11. When you feel tense it’s
easily winds up as
tension in your
shoulders. They might
move up and forward a
bit. Try to relax them.

iS

12. Nod once in a while to
signal that you are
listening. But don't

overdo it

13. «Weight balanced on both feet
*Shoulders straight
Chest out *

Stomach in -

‘Sway Lumbar Thoracic Forward
Back Lordosis Kyphosis Head Posture

14. It denotes dejection, being secretive and implies one has
something to hide!

15. It might make you
seem nervous and
can be distracting
for the listeners

16. Don't keep your eyes on the . El
ground, it might make >
you seem insecure and ahh

a bit lost. Keep your + {

k
À

head up straight and ?
your eyes towards the |
horizon 4

17. Running your fingers ‘ NS
m 4 A

18. This goes for many things.
Walking slower not only
makes you seem more calm
and confident, it will also
make you feel less stressed.

19. One of the things we learned
is that everybody gets
weirded out by a close-talker.

Let people have their personal
space, don'tinvade it.

20. While standing

lf the guests are not around

Maintain your dignity always.
You may be in view of the guests,
even if you are not interacting.
Do not huddle together in groups

21. While Walking

Your Pace

+ Walk at even pace in guest areas
without the sound of footsteps.
+ Do not run

22. While Walking

In Corridors

« If guests are approaching, get
aside and give them first right of
way.

¢ lf near a door, open the door for
the guest to pass through.

23. While Walking

Which Side

If alone, Walk on the left hand side
If accompanying a guest, walk on
his/her right hand side and open
the door of the guest.

Walk erect & maintain the dignity

24. While Talking with Colleagues
Speech & Language A

Speak Softly & politely, at back
areas and public areas both
Do not use slang or abusive
language, with your colleagues

25. While Talking with Colleagues

On Telephone

Be aware of your conversation on
the telephone, guests may be
watching & hearing

Never shout into the telephone
Do not have long conversation,
when guests are waiting

Do not entertain personal calls,
while at work

26. Courteous Behavior

Anticipation

Anticipate guest needs
Examples-

Open the door for the guests
Hand him/her a pen

Light his/her cigarette

Reach out for the luggage, he/she
is carrying.

27. Courteous Behavior

Familiarity with guests

+ Do not get familiar with the
guests, even if he treats you like a
friend.

+ Remember your relationship with
the guest is professional

28. Courteous Behavior

With Guests & Colleagues

+ Maintain the same finesse &
politeness with guests as well as
colleagues.

« Treat both of them with respect

+ Remember “word of mouth”
publicity.

29. General Behavior

Be Aware.....of the offensive habits,
you may have

+ Biting nails.

« Picking hairs, nose, ear.

+ Yawning

« Sneezing/Coughing without covering
your mouth.

Remember at least, when in guest's view.

30. General Behavior

When on duty...
Handle equipments without banging
Stay Calm, Do not get nervous or
hurried.

Do not talk loudly or hold lengthy
discussions, in guest areas.

When not on duty.....
Do not hang around in guest areas.
Do not come to guest areas when not
in uniform.

31. General Behavior

When with the Guests j

Do not grumble. He is not interested in
your sorrows.

Do not speak poorly about other guest,
staff or department.

Do not hint or solicit tips.

32. s MM, Try to avoid or transform
_ # fidgety movement and nervous
, U ticks such as shaking your leg
(a + or tapping your fingers against
Ez the table rapidly. You'll seem
_ nervous
2
CH | y Try to relax,

33. Last but not least, keep
a positive, open and
relaxed attitude. How
you feel will come
through in your body
language and can
make a major
difference.

BACK

34. THANK YOU

35. QUES TTONN ARE
& FEEDBACK