Nonverbal messages play a vital role in human service and particularly in the helpers’ work. Hence, helpers need special knowledge about nonverbal communication and its components in order to understand nonverbal messages. It is necessary to highlight the benefits of the nonverbal communication messages for a specialist. Understanding the importance of nonverbal communication and proper implementation of the knowledge will benefit the helping process in several ways.
Nonverbal communication may have a number of different components and forms. The are shaking the head, raising the hand, smiling, or even coughing—each of the possible nonverbal messages advocates for some particular request. Helpers should know how to respond to those messages using corresponding nonverbal messages. For example, nod head or bow down, depending on the situation and context. Giving the right response is important because it will let the customer know that his request is heard.
The first advantage of understanding nonverbal messages is that it will improve helpers’ work and make it more effective. Let us consider a situation where a customer wants the helper to bring another glass of wine. The customer could call the helper and ask for that, but if the helper had kept eye contact, he would recognize the customer’s signal. That sign might be, for example, raising an empty glass. In that case, the helper will use the time more efficiently and bring the new glass without extra steps. That would improve the service and make it faster.
The second benefit of understanding the nonverbal messages is that they will form positive emotions for the customers. The study conducted by C. Y. Lin and J. S. C. Lin (2017) demonstrate that nonverbal communication between employee and customer accompany customer’s positive emotions. Moreover, understanding the nonverbal messages will positively impact the relationship between customer and helper. Nonverbal communication between customer and employee positively affects the customer-employee rapport (C. Y. Lin & J. S. C. Lin, 2017). For example, keeping eye contact will contribute to building a better relationship and mutual understanding between the helper and the customer. Building a good relationship with the customer is important because it will indicate the following tone of the whole work with that customer. That is why it is paramount to use effective nonverbal communication to maintain the connection with the customer.
In conclusion, the helper may improve his work by understanding the types and forms of nonverbal communication. Distinguishing the nonverbal messages and knowing how to respond to them makes the human service faster and increases its quality. Nonverbal communication contributes to the rapport between helper and customer and positively affects customers’ emotions. Thus, for a specialist to built trustful relationship with their customer, the special knowledge of noblnvernal signals must be acquired.
Lin, C. Y., & Lin, J. S. C. (2017). The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter. Journal of Service Management, 28(1), 107-132. Web.