UNIT 6 - USING THE TELEPHONE

INTRODUCTION

As far as the nature of telephonic activity in hotel industry is concerned it has to be thoroughly professional or formal. There may be times when hotel staff may have to talk on the telephone with the guest, some staff may spend the majority of the day on phone booking rooms, taking order for services or reservation for meals at a restaurant.

CALL FLOW

The following flow chart describes the nature of telephone activity in the industry:

Importance of telephonic skills

Telephonic skills need to be developed because of some inevitable reasons:
1. They are essential in enabling the employee to develop a customer calling or ‘customer first’ attitude.
2. To develop the service effectively & consistently.
3. To learn telephonic etiquettes.
4. To handle customers on phone effectively.
5. To handle difficult customer (such as rude, aggressive or angry) over the phone.
6. To handle customers proficiently.
7. To retain customers by diffusing customer conflict quickly & efficiently.

The whole service industry is increasing its use of the telephone as it is the quickest & most convenient way of establishing customer contacts.
Therefore, it is essential that all employees represent their organisation in a professionals & friendly way.
Clear & effectively communication is essential to ensure that the business is not lost.
If the staff is not trained properly on telephone skills, they will lose the company business.
Importance of telephonic skills
As it is a universally proven fact – “you will never get a second chance to make a first impression”.
Any employee working in the hotel or any other organisation is the face of that organisation and needs to develop the following, effective telephone skills to be confident or totally proficient in their use of phone.

1. Use the 4 answering courtesies -
a) Greet the caller.
b) State your organisation
c) Introduce yourself
d) Offer your help.
i.e. “Good Evening, The Lalit Delhi, Sakshi speaking. How may I help you?”
Importance of telephonic skills
2. Show enthusiasm when you answer
a) Help make the caller feel welcomed
b) A tired voice lacking in enthusiasm is very unappealing and reflects on the professionalism of your organisation.
c) Use friendly phrases as part of your greeting

3. Remember the smile as you pick up the receivers as it can be heard over the phone too.

4. Closing the conversation at courteous closing includes:
a) Thanking the caller for his call and time
b) Let the caller know you appreciate his/ her business.
c) Provide assurance that any promises made will be fulfilled.
d) Leave the caller with a positive feeling.
Eg. – Thank you for your order
“I am glad we were able to help”
“If you have any further questions in future please feel free to call.”
[NOTE: Let the caller hang up first. This is a simple, courtesy
and it gives the caller a final chance to add something]
Steps in putting the customer on hold
1. Ask him if you can put him on hold.
2. Tell him/ her how long they will be on hold.
3. Assure him/ her that you will be working for him while he is on hold (specify what you will be doing away from the phone)
4. Wait for their response.
5. When you get back to him thank him for being on hold.

Transferring a call

Tell the caller what you can do for him/ her. (Avoid laughing). Help the caller by giving the name of the correct person in the dept.
Own the contact (or complaint), give the caller your name, dept. This is especially necessary for telephone transfers. In case the caller gets disconnected or transformed in the wrong dept. he/ she will have the necessary info to contact the appropriate person.
To save yourself from repeating the info, ask if he has a pen or a paper ready to note slower the info.
Inform the next employee about the tasks done and the upcoming tasks too.

QUALITIES TO TRANSMIT OVER THE TELEPHONE

FRIENDLINESS - Your voice will carry your attitude over the phone.
CONFIDENCE -  Prepare yourself. This will enable you to speak with confidence. Know your property.
INTELLIGENCE - Remember that you are talking with individuals from different backgrounds
   and levels of education. Meet your caller on his level.
CLARITY -  It is embarrassing for the listener to ask you to repeat a statement.
CREATIVENESS - If the opportunity avails itself, help solve problems. Use your expertise to offer alternatives he may not have thought of.
ENTHUSIASM - Find out the positive points about your property and concentrate on them.
INTEGRITY - Be honest, If you do not know, admit it & offer to find out. Do not mislead your prospect.
TACTFULNESS - Be tactful in any situation. Try to convince the guest without hurting his feelings.
PRIDE - Take pride in your company and your work. Let the pride reflect in your voice and your speech. Pride generates enthusiasm. Your pride in the hotel will instill interest & confidence in the mind of the caller.

USE OF TELEPHONE BY FRONT OFFICE STAFF

1. The telephone is to be used for reception business. If you want to make a private call, use the private call box in the lobby. If somebody telephones you personally (not on business), keep your conversation as brief as possible and offer to telephone back from the call box when you are free. Unless you do this, you may keep waiting a potential guest who wants to make a booking.

2. When the telephone rings answer it immediately. The call should be attended within three rings. If you are attending to a guest at that time, first answer the phone, excuse yourself. Do not let the telephone ring without answering it. Although it may at times be irritating the telephone should always come before any desk work, but should not take precedence over the guest at the counter with whom you were dealing before the telephone rang.
3. Do not keep the caller waiting for a long time before attending to him.
A caller on the telephone should never be left longer than 45 seconds without somebody picking up the telephone and telling him again “I am sorry to keep you waiting."
4. Answer the telephone by saying, “RECEPTION (inf. or reservation) GOOD MORNING (good afternoon or good evening), MAY I HELP YOU? Do not answer "Hello".
5. Speak clearly. Pronounce the words carefully. The caller may find it more difficult to understand you on the telephone than if you speak to him at the counter.
6. Be brief and to the point, but not abrupt. Remember that telephone time costs money and that the switchboard operator may be holding another call for you.
7. Be polite, friendly and helpful. On the telephone only your voice can indicate the welcome we want every potential guest to receive. Do not interrupt the caller while he is talking. You must never sound short, sharp, irritated and impatient.
8. Be accurate in what you say. The guest wants to have confidence in you. Do not ‘THINK’ or ‘SUPPOSE’ if you do not know the answer; find out and call back.
9. Be courteous in explaining the hotel rules. Do not use the phrase “You have to”, “I suggest” or “would you mind” is preferable. Never argue with the guest, the guest is always right. If you can not deal with a certain problem, inform the seniors in the department, so that they can deal with it.
10. Take the correct name and contact number of the caller. This information will help you if you have telephone the caller back.

11. Finally, Always remember that you represent the hotel or the organisation you are working for when you pick-up a telephone call at work. Caller does not see you or your hotel, so your voice alone has to help the caller become and remain a satisfied customer.

Telephone Etiquette - In answering the phone

1. Turn away from your computer, desk or other work.
2. Have pens, pencils and notepaper handy.
3. Answer calls promptly, by the second or third ring.
4. Smile as you pick up the phone.
5. Assume your "telephone" voice, controlling your volume and speed.
6. Project a tone that is enthusiastic, natural, attentive and respectful.
7. Greet the caller and identify yourself and your company/ department/ unit.
8. Ask, "To whom am I speaking?"
9. Ask, "How may I help you?"

Telephone Etiquette - In the course of the conversation:

1.  Focus your entire attention on the caller.
2.  Enunciate/articulate clearly. Speak distinctly.
3.  Use Plain English and avoid unnecessary jargon and acronyms.
4.  Use action specific words and directions.
5.  Use the caller's name during the conversation.
6.  Always speak calmly and choose your words naturally.

Telephone Etiquette – Making use of listening skills

Focus your full attention on the caller and the conversation.
Listen "between" the words.
Use reflective/active listening to clarify and check for understanding.
 If there is a problem, project a tone that is concerned, empathetic, and apologetic.
Avoid the Five Forbidden Phrases.
a. "I don't know"
Instead, say: "That is a good question; let me find out for you" or offer to connect the caller with someone who could provide the answer.
If a call involves some research, assure the person that you will call back by a specific time.
If you do not have an answer by the deadline, call back to say, “I don’t have an answer yet, but I’m still researching it.” There is no excuse for not returning calls.

b. "I/we can't do that."
Instead say: "This is what I/we can do."
c. "You'll have to"
Instead say: "You will need to" or "I need you to" or “Here’s how we can help you.”
d. "Just a second"
Instead: Give a more honest estimate of how long it will take you and/or let them know what you are doing.
e. "No."
Instead: Find a way to state the situation positively.

LEAPS
 Use "LEAPS" with the emotional caller to vent.
L Listen; allow the caller to vent.
E Empathize; acknowledge the person's feelings
A Apologize when appropriate, even if the problem is not your fault, you can say, "I am really sorry this has happened" and mean it.
P (Be) Positive
S Solve; suggest/generate solutions that you can both agree on and/or ask what you can do to help and, if reasonable, do it! If not, find a compromise.

Telephone Etiquette – In transferring calls

Transfer ONLY when necessary; get the information yourself.
If you must transfer, avoid the use of the word "transfer." Say instead: "I am going to connect you with".
Explain why you are "transferring" the call.
Give the caller the person's name and direct number
Stay on the line and introduce the caller.
Telephone Etiquette – In taking messages
Identify yourself and for whom you are answering the phone.
Practice political sensitivity.
Indicate the period of time the person will be unavailable.
Write down all the important information given:
a. The name of the caller. Ask for spelling if unclear.
b. The (correct) telephone number of the caller.
c. The message. Ask for clarification if necessary.
Read back what you've written to be sure you've understood the message correctly.
Always assure the person that you will deliver the message promptly.
Deliver the message in a timely fashion.

NEVER:
1. Eat, drink or chew gum while on the phone.
2. Leave an open line:
a. Place the caller on hold
b. Check back with the caller frequently: every 30-45 seconds.

ALWAYS:
Put a smile in your telephone voice and let your personality shine!

UNIT 5 - SPEECH IMPROVEMENT

SPEECH IMPROVEMENT

PRONUNCIATION

How do you understand a new word of a new language? We have to break the word to be able to correctly pronounce it.
A part of a word or a word which contains a single vowel sound is known as a syllable.
E.g. Garden : gar  den
It is a single unit of speech that builds up the structure of every word.
 It gives a word its pronunciation.
Each word contains at least one or more syllable as a word can be formed without a consonant sound but  cannot be formed without a vowel sound.
English language has 26 alphabets.
21 consonants and 5 vowels.

SINGLE SYLLABLE WORDS

Following are the examples of words with single syllable:
Man 2. Cup 3. Hat

Single vowel sound can be made of more than one vowel letters. E.g.
Moon 2. Cake 3. Bought

As all of these words contain only one vowel sound, therefore, they are single syllable words.

TWO SYLLABLE WORDS

Examples of words with two syllables:
Garden : gar  den
Hotel : ho  tel
Consist : con  sist
 Focus : fo  cus
As all of these words contain only two vowel sound, therefore, they are two syllable words.

THREE SYLLABLE WORDS

Examples of words with the three syllables:
1. September : sep tem ber
2. Department : de part ment
3. Telephone : te le phone
4. Camera : ca me ra
5. Saturday : sa tur day

FOUR SYLLABLE WORDS

Examples of words with four syllables:
1. Information : in  for  may  tion
2. Practically : prac  ti  ca  lly
3. Photography : pho  to  gra  phy
4. Competition : com  pe  ti  tion

Word stress

In English, we do not say each syllable with the same force or strength. In one word, we accentuate ONE syllable. We say one syllable very loudly (big, strong, important) and all the other syllables very quietly.
Let's take 3 words: photograph, photographer and photographic. Do they sound the same when spoken?
No. Because we accentuate (stress) ONE syllable in each word. And it is not always the same syllable. So the "shape" of each word is different.


Listen to these words. Do you hear the stressed syllable in each word?
   

                   3 syllables, stress on #1PHO-TO-GRAPH

                        4 syllables, stress on #2PHO-TO-GRAPH-ER

                             4 syllables, stress on #3PHO-TO-GRAPH-IC

This happens in ALL words with 2 or more syllables: TEACHer, JaPAN, CHINa, aBOVE, converSAtion, INteresting, imPORtant, deMAND, etCETera, etCETera, etCETera

The syllables that are not stressed are weak or small or quiet. Fluent speakers of English listen for the STRESSED syllables, not the weak syllables. If you use word stress in your speech, you will instantly and automatically improve your pronunciation and your comprehension.
Try to hear the stress in individual words each time you listen to English - on the radio, or in films for example. Your first step is to HEAR and recognise it. After that, you can USE it!
There are two very important rules about word stress:
One word, one stress. (One word cannot have two stresses. So if you hear two stresses, you have heard two words, not one word.)
The stress is always on a vowel.

Why is Word Stress Important?

Word stress is not used in all languages. Some languages, Japanese or French for example, pronounce each syllable with eq-ual em-pha-sis.
Other languages, English for example, use word stress and pro-NOUNCE DIF-fer-ent SYL-la-bles with more or less im-POR-tance.
Word stress is not an optional extra that you can add to the English language if you want. It is part of the language
 Fluent English speakers use word stress to communicate rapidly and accurately, even in difficult conditions. If, for example, you do not hear a word clearly, you can still understand the word because of the position of the stress.

Word Stress Rules

There are two very simple rules about word stress:

One word has only one stress. (One word cannot have two stresses. If you hear two stresses, you hear two words. Two stresses cannot be one word. It is true that there can be a "secondary" stress in some words. But a secondary stress is much smaller than the main [primary] stress, and is only used in long words.)
e.g. Conversation - /,CONver’SAtion/
We can only stress vowels, not consonants.

Importance of speech in hotels

• The most important quality of a hotelier  would be the capability to communicate effectively with the staff, colleagues and guests. 
• In this new age of electronic communication, one should not forget that effective verbal and non-verbal communication skills should be emphasized and well-executed in the hospitality industry.
• Compelling communication skills are important in a hotel regardless of some staff members not being guest-facing. 
• A few hotels spend considerable amount of money on training their staff to interact with the guests. 
• Good communication skills are a learned art and not a natural skill so one should consider training to enhance staff skills.
• Excellent communication skills enhance guest experience as it conveys that you are listening to your guests, valuing their feedback and conveying clear messages. 
• Apart from communicating with the guests, you ought to know how to write emails. 
• Good communication skills will impress your guests which will further prove beneficial to your hotel business.
• Lack of communication skills  leads to;
• Failing to communicate well with guests which may result in lack of confidence among the staff members
• Failing to process written documents such as emails, reports and other collaterals
• Failing to understand the hotel management software hotels use these days

Results of Great Communication Skills

• Improved customer service
• Better understanding of the instructions from supervisors among the staff members
• Great understanding of the latest technology used by hotels
• Boosted confidence to approach guests
• Positive attitude towards the workplace and higher level of understanding between the department heads and colleagues.

Common phonetic difficulties

Like all languages, spoken English is made up of phonemes (or ‘units of sound’).
It is important to distinguish between phonemes and the letters of the Roman alphabet that are used to spell English words.
The difference between phonemes and letters
To illustrate the difference between phonemes and letters, let’s compare the phoneme that is the consonant sound at the beginning of the word ‘cat’ to the phoneme that is the beginning consonant of the word ‘cycle’. Both are spelled with the letter ‘C’ but they are pronounced differently. These two sounds are sometimes described as a ‘hard ’ and ‘soft ’.
 however there are other ways of representing them, such as by the phonetic symbols /k/ and /s/.

PHONETIC EXAMPLES

• CONCEAL - /kən'si:l/
• PATTERN - /'pætən/
• PERMANENT - /'pɜ:mənənt/
• CONVERSATION - /,kɒnvə'seɪʃən/

Introduction to frequently used foreign WORDS

Foreign phrases are words that have been introduced to the English language that have etymologies/origins from other countries. Etymology is the study of word origins or beginnings. All of the following foreign phrases have come from other languages. It will be helpful to note that the foreign phrases that have similar origins look and sound similar.

1. RSVP: /rā-pōⁿ-dā-sēl-vü-ple /   an expression that represents the French words “respondez s’il vous plait.”  short definition “please respond.”
Situation that the word will be used: This word will be used in many cases when you receive an invitation.
If the person has this on their invitation, they intend for you to let them know if you will be in attendance.
Why do you think they would need to know this?

2. Deja vu:  /ˌdā-ˌzhä-ˈvü/      a french term that means feeling of having seen or experienced something before it has been actually seen or experienced for the first time.
 A short definition of this word is “already seen.”
Situation in which this word can be used: If you have ever been somewhere before, or had a conversation with your friends, and you feel like it has happened before; although you know it has not.  Have you ever experienced deja vu before?

3. Faux pas:  /ˈfō-ˌpä/              a French term that means a social blunder or violation of social norms, customs, etc. Short definition is “false step.”
Situation in which a faux pas occurs: Imagine that Jalen, coming from a family that never eats together or blesses the food before they eat, goes to dinner over his friends house. Jalen feels really embarrassed when he starts tearing into his food only to find that everyone is staring at him in amazement? Why are they staring at Jalen? Did he commit a faux pas? What was it?

4. Du Jour:  /dü-ˈzhər/           a French term that means “of the day,” or “of the moment.” Situation in which du jour is used: Often when you go into a restaurant they will offer a special of the day. Imagine that you go into a restaurant and see a sign that says the soup du jour is clam chowder. What does that mean?

5. Bon voyage: /bän ˌvȯi-ˈäzh /          a French word that is used to express farewell and good wishes to a traveler. Short definition is “good journey/trip”
Situation in which this word is used: On movies you probably have seen a ship leaving dock for the ocean with the passengers waving and the onlookers screaming, “Bon voyage!”. Why were the onlookers screaming this word and not the passengers?

6. Espirit de corps: /i-ˌsprē-də-ˈkȯr /     is a French word that means group spirit; a sense of pride and honor showed by those in the same group or undertaking. Short definition is “spirit of the body”.
Situation in which the word will be used: When President Obama came to BTW, all Memphians had a sense of pride to be from this city. Also, football team, basketball team, and the military are organizations that have a sense of pride. Do these groups have espirit de corps?

7. Avante garde:  / a-ˌvōⁿ -ˈgärd/           is a french word that refers to a group of people usually artistic(singers, dancers, actors, etc.) who use innovative, new and different ways to express themselves. The short definition is “advance garde”.
 Situation in which this word will be used: The singers on the new show X Factor use new ways to sing old songs. What foreign phrase can be used to describe these singers?

8. Carte blanche:  / ˈkärt-ˈbläⁿsh , -ˈblanch /     is a French term that means having unlimited and complete freedom to do whatever you wan to. The short definition is “unlimited freedom”.
Situation in which the word will be used: Imagine that Bill Gates gave you a blank check that you could write for any amount, and they would let you cash it at their bank. At that moment would you have carte blanche?

9. Alma mater: / ˌal-mə-ˈmä-tər /       is a Latin term that means the school college or university that you have attended. It also means school song.o Short definition: “school song; old school”.
Situation in which the word is used: On the movie Lean On Me the principal asked the boys who were skipping in the restroom if they knew the alma mater. Then he asked them to sing it to him. Which definition of alma mater was he talking about?

10. Bon appetit - /bó-nä-pā-tē/
Language: French (“good appetite”)
How it’s used: A cheerful phrase that’s said to someone who is about to enjoy a good meal or—if you want to be ironic—about to eat a very bad meal!
Example: After grilling a thick and hearty burger, Joe served it to Henry and said “bon appétit!”.

11. À la carte -  / ˌä-lə-ˈkärt , ˌa-lə- /
Language: French
If you eat à la carte, you choose each dish from a separate list instead of eating a fixed combination of dishes at affixed  price.
Example: What would you prefer ma’am? Buffet or would you place an order from the a la carte menu?

12. Bona fide -  /ˌbō-nə-ˈfī-dē /
Language: Latin (from “bona fides” or “good faith”)
How it’s used: It indicates sincerity, honest intention, or something that actually is true to its representation.
Example: A jeweler certified that the pearl necklace was bona fide before Jill sold it to Kenny.

13. Per capita -  /pər- 'ka-pə-tə/
Language: Latin (“by head”)
How it’s used: This term is generally found in statistics in lieu of “per person.” Per capita suggests that something is equally applied to each individual.
Example: Each person in Switzerland consumes 22.7 lbs. of chocolate per year, giving Switzerland the highest per capita rate of chocolate consumption worldwide.

14. Tête–à–tête - /'teitə 'teit/ /tĕtatĕt/
Language: French (“head to head”)
How it’s used: Broadly, a tête–à–tête describes a private conversation between two people. The word suggests that the conversation might be secret, intimate, or even romantic.
Example: The quiet café’s private little room was a perfect place for a tête–à–tête.

15. Karate - /kə- 'rä-tē/
Language: Japanese (“empty hand”)
How it’s used: A Japanese art of self-defense employing hand strikes and kicks to disable or subdue an opponent.
Example: Dean wanted to learn karate not only for self-defense, but also to get in shape.

16. Modus operandi -  / ˌmō-dəs-ˌä-pə-ˈran-dē , -ˌdī /
From Latin meaning method of operating. “My modus operandi when studying is to set very specific goals.”

WORDS ADOPTED FROM THE FRENCH LANGUAGE

amour
au gratin
avant-garde
beret
bistro
bonbon
bourbon
cadet
cadre
café
camaraderie
camouflage
carafe
cartel
champagne
chef
chiffon
cliché
clique
collage
commune
corsage
Crêpe
crevasse
critique
crochet
croutons
décor
enclave
entrée
foyer
fuselage
garage
lecture
levee
litre
mademoiselle
masseur
montage
motif
naiveté
parfait
parole
partisan
pastel
penchant
portage
purée
rapport
reprise
revue
ricochet
rouge
roulette
sabotage
saboteur
sauté
savant
suite
timbre
toupee
vignette

UNIT 4 - NON VERBAL COMMUNICATION

Introduction

Nonverbal communication has been defined as communication without words.
It includes apparent behavior such as facial expressions, eyes, body language, touching as well as less obvious messages such as dress, posture and spatial distance between two or more people.
Nonverbal communication is universal in contrast to spoken language.
It can be intentional or unintentional.

Importance of Non Verbal Communication

Non-verbal communication is important in expressing our emotions. Emotions such as happy, satisfied, confident, surprised, eager, tired, stressed, sad etc.
These are almost all expressed through different body gestures and face.
We are able to understand each other up on judging each other's expression.
Non-verbal gestures are what our recipients see in the first place, even before a single word is heard. These figurative messages can be a visual sign of feeling, but our words convey a different message.
Thus, expression of the face becomes basic mode of non-verbal communication among people.

It plays a vital role in communicating interpersonal relationships. Interpersonal communication includes communications that occurs with our words and through our tone of voice, posture and facial expressions.
It is also found by many researchers that non-verbal interpersonal communication like body language may communicate 93 percent of our attitudes and beliefs.
We use language in verbal communication to communicate precise messages.
Non-verbal communication involves any other information that we send and receive from others including our body language, eye contact or how we say a particular message.

Non-verbal communication is a main supporter of verbal interaction.
In fact they supplement each other and give full meaning. Because non-verbal communication can repeat the spoken message: contradict the message that individual is trying to convey; emphasize the message, substitute or complement meaning to make it understand clearly.
For example, when the class teacher comes across his student with frowning face seeking permission to take rest, he would immediately grant permission because he saw how much the student was suffering not only by hearing the reason, but more by judging students facial expression.

Non-verbal communication also reflects individual's personality.
"Personality is the entire mental organization of a human being at any stage of his development.
It embraces every phase of human character: intellect, temperament, skill, morality, and every attitude that has been built up in the course of one's life."
So according to the above definition personality concerns the most vital, obvious parts of an individual's psychological life: it concerns whether a person is sad or happy, lethargic or active, brainy or tedious.
And these are all aspects of non-verbal communication because we are able to define person's personality through judging their facially expressed emotions and behaviors.
For example, my friend wouldn't tell all his personality orally. However, more than that, I will come to know his detail personality upon judging his daily behaviors and emotional expression. Therefore, this shows that nonverbal communication speaks more than verbal communication in our life.

Nonverbal communication plays greater role in performing rituals such as greetings and goodbyes.
The smile we smile as soon as we see someone we recognize from distant itself tells a lot about importance of non verbal communication.
Similarly, waving our hand indicating good bye is another example of non verbal communication.
 None the less, nodding or shaking our head indicates accepting or refusing when others tell something or offers something.
These are some of the details about how non-verbal communication interacts with verbal communication through the process of reinforcement, contradiction, and substitution, complementing or emphasizing.

Kinesics

Kinesics is the name given to the study of body’s physical movements.
Kinesics is considered to be ‘an intelligent way of communication’.
The study of the way in which certain body movements and gestures serve as a form of non – verbal communication.
Body movements and gestures are regarded as a form of non- verbal communication.
Kinesics includes the following things
Body Movements .
Personal appearance
Posture
Eye Contact
Facial Expressions

Kinesics – Personal Appearance

The final area of Kinesics is appearance.
Appearance includes clothes, hair , jewelry, cosmetics and such. It accents our body movements and how we are perceived.
Appearance tells others how we want to be seen.
If you changed your appearance drastically-from formal to informal , for example-how would others respond?
When do you give your appearance special attention ? These occasions tell you about the importance of appearance.
Most people indicate they are not influenced by another’s physical appearance , but apparently they are.
Expect your appearance to a part of the messages you communicate, and should plan your appearance so that it will effectively communicate to others.

Kinesics – Posture

Body shape and posture are a part of kinesics .
Body shape and posture affect how we think about ourselves , how we relate to other , and how others relate to us even though body shape is mostly hereditary and largely uncontrollable .
When we encounter an unfamiliar situation , we become more aware of body shape and posture-interview or a formal speech .
Posture is part of any relationship , regardless of your degree of awareness . Whether you lean forward/backward , stand or sit erectly , or slouch , you tell another person something .
The others mental filter gives meaning to your posture .

Kinesics – Eye Contact

The eyes are considered to be the windows of the soul. You look to the eyes of a speaker to help find out the truthfulness of his speech , his intelligence , attitudes , and feelings.
Eye contact is a direct and powerful form of non-verbal communication

Kinesics – Facial Expression

If you smile regularly you will be perceived as more likable , friendly , warm and approachable.
Similarly the way you raise your brows also communicate a message to others.
You facial expression let others know of your moods and feelings and can also caution them.

Proxemics

Proxemics is a type of non verbal communication.
It is the study of how we communicate with the space around us.
It involves how we arrange personal space and what we arrange in it.
The cultural anthropologist who coined the term in 1963 , emphasized the impact of Proxemics behavior on interpersonal communication.

According to proxemics, physical distance between two people can be co- related to relationship they share, be it personal or social. Proxemics defines this distance.
The study of spatial distances between individuals is different in cultures and situations.
Intimate distance for embracing , touching or whispering 1. close phase – less than 6 inches (15 cm) . 2. Far phase – 6 to 18 inches (15 to 46 cm)
 personal distance for inactions among good friends of family members 1.  close phase – 1.5 to 2.5 feet (46 to 76 cm) 2.  far phase – 2.5 to 4 feet (76 to 120 cm)
social distance for interactions among acquaintances 1.close phase -4 to 7 feet (1.2 to 2.1 m) 2. far phase –7to 12feet (2.1to 3.7m)
public distance used for public speaking 1. close phase – 12 to 25 feet (3.7 to 7.6 m) 2. far phase – 25 feet (7.6 m ) or more.

Proxemics

Chronemics

Chronemics is the study of how human beings communicate through their use of time.

It refers to a communication based understanding of time. These understandings vary from culture to culture and person to person.
Our society does not value time highly.

Chronemics differ from situation to situation as well as relationship to relationship.
A situational example would be, it is acceptable to arrive late for a party but not to an official meeting.
A relationship based example would be that its okay for a doctor to keep a patient waiting, but not the other way around.
Chronemics are an example of non verbal communication, because these understandings function as unstated rues that members of a society more or less follow.

Paralinguistics

Paralinguistic communication is the study of voice and how words are said. 

When you open your mouth to speak, you reveal much about yourself that often has nothing at all to do with the words you are speaking.
Paralinguistic signals and cues refer to every element and nuance of your speech.
Paralinguistics
Here are some common paralinguistic vocal cues and examples:
Rate/Speed Rapid rates of speech (and quickly coming up with a response) have been correlated with composure and self-assurance.
For example, to establish instant vocal rapport and a more subtle connection, speak at a rate or speed similar to the person you are communicating with in conversation.

Rhythm

It refers to a pattern of voice. A smooth rhythm or flow of speech with a low pitch indicates confidence and authoritative convey lack of clarity.
International languages have unique rhythms. It is important to note this because the global language for business today is still English.
No matter what your native language is, if you match the rate and rhythm of speech of the slowest speaking person, it will be easier to communicate and connect on a paralinguistic level.

Volume

Research indicates that confidence, assertiveness, and boldness are reflected in louder speech.
High volume doesn’t mean shouting.
This doesn’t mean that you go around speaking loudly but if you need to be more assertive, raising your vocal volume will help you to do this.

Pitch

Pitch is the natural quality of a voice which can only be changed after a lot of practice.
Low pitched voice is a good quality voice which commands attention and respect as it indicates that the speaker is in total control of the situation.
Whereas a high pitched voice is throated and shrill voice which pierces the listener’s ears and drives them away.
A high-pitched voice can often time sound squeaky or childlike.
Many people associate lower pitches with greater credibility, maturity and authority.
Even though a lower pitched voice is often considered more credible, you should never force your voice so low that you lose vocal power or vocal focus.

Inflection/Vocal variety 

Inflection refers to variations in pitch. 

Quality

Quality usually refers to the vocal characteristics that allow you to differentiate one voice from another. Is a person’s voice small, feminine, or shaky; thin, throaty, or aloof; tense, flat, grating, nasal, harsh, or shrill? All of these represent different vocal combinations of rate, pitch, and volume.

Intensity/Tone 

Finally, how emphatic are the statements? For example if someone says, "I want you to do it now!" The intense delivery can be a direct indicator of the speaker's passion and commitment or lack of it. 

The tone also reveals emotions behind the words being spoken.
Being aware of your own paralinguistic vocal strengths and weaknesses will allow you to subtly influence your speaking and listening so that you will be a more powerful communicator.

Communicative use of artifacts

Artifacts are objects that convey non verbal messages about a place.

These include furniture, plants, colours, architecture etc.
These are an important aspect of non verbal communication as the right choice of artifacts would reflect the right image about a particular place.


The choice of furniture speaks about the environment of a workplace.
It also speaks about the level of business being carried out at a place.
For this reason, organization gives careful consideration to office space, factory layout, the sales area and conference venues.
The environment should put people at ease and match their expectations; an unsuitable environment can produce `noise' that causes communication barriers and interferes with the communication.


Certain instincts, such as desire for privacy, familiarity and security, need to be satisfied.
Careful design of the workplace can meet these needs and in so doing improve communication, productivity and morale.
Natural and artificial light, colour, temperature, tables, chairs, desks,lounges, plants, sound, artwork, magazines, and floor and wall coverings all have an impact on people's perception of an organization