Last year I attended a corporate training on "suggestive up selling" and then rolled it over to my team at the hotel I was working for. One of the topic that struck me the most was "body language". According to Dr. Mehrabian (http://en.wikipedia.org/wiki/Albert_Mehrabian) in our communication process words account for 8%, tone of voice for 37% and body language for 55%. Just imagine saying "oh I can't wait" with a big final sigh, while rolling your eyes.
This is the main reason why I have decided to hand my team a brief guide on topics such as posture, smiling, first impressions and more, that are linked to body language. The problem with body language is that many times we don't realise what we are communicating, because we do it unconsciouly. For instance the most noticeable negative body language signs are waiting for guests with your arms crossed on your chest, leaning on a wall or table or just slouching around, this obviously means that we are very bored!
So let's pay attention to what we "say" when we are not speaking!
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