Over 90% of your message is communicated non-verbally. This is influenced vocally (38%) by factors such as volume, pitch and rhythm, and by body movements (55%), specifically facial expressions.
It puts people at ease. All members of the public would like a good customer experience.
Be aware that some people may take a little longer to understand and respond.
Your body language is an important part of your listening behaviour; be aware of your posture, eye contact and facial expressions.
Make eye contact and face the person when speaking to them.
Try to speak in an area with few competing sounds. This is particularly important as one in seven members of the public have some level of hearing loss.
For example, keep a pen and paper handy to write information down if necessary. Alternatively, provide images that may help get your message across.
To accommodate different languages, where appropriate, offer information using non-spoken forms of communication; such as sign language, universal symbols, translation software or phrase books.
Never touch a person, service animal (for example a guide dog) or their assistive products (for example wheelchairs) without permission.
Be aware and have an understanding of the diversity and cultural norms of the customer base.
Do not stand too close but also make sure you do not stand too far away.
Avoid stereotyping, racist attitudes, prejudice and discrimination.
Non – Verbal Communication Checklist
