FACULTY OF HOTEL AND TOURISM MANAGEMENT
HTF 505- CUSTOMER SERVICE & INTERACTIVE SYSTEM FOR FOODSERVICE
ORGANIZATION
Chapter 4
Prepared by:
NAME STUDENT ID
AZIERAFATIN BINTI AWANG 2022131255
Prepared for:
HANIM HUMAIRAH
Submission Date:
24 NOVEMBER 2024
Question:
Define nonverbal communication. List down four (4) strategies for improving nonverbal
communication
Answer:
Nonverbal communication refers to the transmission of messages without the use of words. It
includes facial expressions, body language, gestures, eye contact, tone of voice, posture, and
even physical distance. Nonverbal cues can reinforce, complement, or contradict verbal
messages, crucial in conveying emotions, building rapport, and ensuring effective communication
in any setting.
Four strategies for improving nonverbal communication are
1. Pay Attention to Body Language and Posture
Open and positive body language conveys approachability and attentiveness. Crossing
arms or avoiding eye contact can signal defensiveness and disinterest. Maintain an open
posture, face the customer directly, and avoid fidgeting. Use gestures to emphasize points,
but keep them controlled and relevant.
2. Be Mindful of Personal Space
Respecting personal space makes customers feel comfortable and respected. Invading
personal space can create discomfort while maintaining an appropriate distance fosters
trust. In a customer service context, stand at a respectful distance (about 1 to 2 meters).
Adjust based on cultural norms and the specific situation.
3. Use Appropriate Gestures
Gestures can emphasize important points and make communication more engaging.
However, excessive or inappropriate gestures can distract or confuse. Use natural,
purposeful gestures to support your message. Avoid nervous movements, such as tapping
or fidgeting.
4. Observe and Mirror Others’ Nonverbal Cues
Mirroring the body language or tone of others can create rapport and show empathy. It
signals that you are in tune with their feelings or perspectives. Subtly match the customer’s
posture or gestures to build connection, but avoid obvious imitation.
