Question

Q1. What is feedback? How can verbal feedback affect customer encounters?

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Q2. Give some examples of nonverbal feedback and explain how they complement the verbal message and how they can affect customer interactions.

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Q3. What are the four spatial distances observed in Western cultures, and for which people or situations is each typically reserved?

Answer 1

Ans1- Feedback is a key element of the two way communication model and a response to messages that you receive as a listener. By using the positive communication techniques and using terms that customers can understand, communication can be delivered effectively.

Ans 2. Body language, action/inaction and appearances are powerful nonverbal messages. If the messages communicated are positive, understanding and enhanced customer relations can result. On the other hand, if they are perceived negatively, the relationship could break down.

According to Wertheim, nonverbal communication plays one of five different roles in conjunction with the spoken word. Nonverbal communication can reiterate the spoken message, contradict the message, or emphasize, substitute or complement meaning. Sending contradictory messages can make the speaker seem untrustworthy. Good speakers use these elements to their advantage in interpersonal conversations as well as in public speech.

How Does Nonverbal Communication Affect customer interactions?

Most of us remember cringing as children when our mothers gave us that look -- the look that meant we were in deep trouble. She didn't have to say a word. And even if she did say a word -- even if it was kind -- you could probably still tell you were in trouble because the brain processes both verbal and nonverbal communication at the same time and notices when someone's words don't match their body language. A wealth of emotions can be conveyed with a look, a sigh, a smile or a tilt of the head. Nonverbal communication is not just something we do to show how we are feeling, but we also depend on our interpretations of it when we interact with each other.

Ans3. Four spatial distances observed in Western cultures are-

1. Intimate distance: 0 to 18 inches; for family and intimate relationships

2. Personal distance: 18 inches to 4 feet; for close friends or business colleagues with whom you have an established level of comfort and trust.

3. Social and work distance: 4 to 12 feet; usually for customer service setting.

4. Public distance: 12 or more feet; maintained at large gatherings.