February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Content preview from 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Chapter 22. Seeing Is Believing: Body Language and Culture
Goal
To explore how body language conveys meaning that is subject to cultural interpretations. Participants will create defined gestures and test their interpretations at an “international meeting.”
Time Required
Approximately 1 hour
Group Size
Subgroups of three to five persons each, with a maximum of thirty participants
Materials
Two sheets of paper and a pencil for each subgroup
Process
Introduce the session by stating that recognizing cultural gestures has become vital as business has become global. Participants will have the opportunity to explore body language as a means of communication.
Demonstrate the following gestures, asking the participants for some general comments on their interpretations of each one:
Nod your head up and down (yes).
Point at something with your index finger.
Pass something with one hand.
Wave your hand back and forth with palm facing outward (greet someone).
Explain that common gestures such as these mean different things in different cultures. For example, in most places nodding your head up and down (A) signifies yes, but it means no in parts of Greece, Bulgaria, and Turkey. Using your index finger to point (B) is impolite in the Middle and Far East, and passing something with one hand (C) is very rude in ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.