SeSSIon 3 | BodY lAnGuAGe Learning Objective: Understand and explain that Body language is a crucial part (and a major part) of communication.
tAKe-AWAYS • Awareness that body language gives you a lot of information. • Don’t make assumptions and check your first impressions (in case Ambassadors misinterpreted a certain presentation). • Observe body language and how important it is in sending and receiving messages. • Practice matching body language to the intended communication. • Connecting with a guest and making him or her feel welcome involves both verbal and non-verbal communication. Non-verbal communica- tion is just as important (if not more important) than verbal communi- cation.
Set uP 10 min Indoor Team
mAterIAlS
Body Language cards
SeSSIon BrIeFInG Explain: When people communicate, 7% is down to the actual words they use, 38% to their tone of voice, and 55% to their body language. So, by only looking at them we have a bigger than 50% chance of knowing what they need. Discuss: the concept of body language with the class. (We all communicate on two levels: in verbal and non-verbal ways. Feelings are often communicated through body language). Hand out the body language cards. (Note: we’ll have to prepare these: tired guest who has travelled for 2 days, carrying a baby with 2 toddlers running around, irritated, just married, desperately needing the bathroom, etc.) Each Ambassador gets 1 card. Ask the first Ambassador to act out what is on the card (no talking or making noises!) and ask the other Ambassadors to take turns in reacting to the acting Ambassador. Debrief by discussing what they saw and how they interpreted the body language shown. Give the others their turn.
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MODULE 2 I AM GENUINE
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