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Body Language – Are you sending a positive or a negative message?

 Sparkling body language that communicates authenticity is made of more than good posture and a smile.

Your words, tone of voice, and body language must be in sync for your public to have confidence in you. These three elements, mixed together determine how well your listener will like you!

You can’t be tapping your foot impatiently or looking at your watch while smiling and speaking in a soothing voice. Make sure that your words, gestures, and tone of voice are all saying the same thing: “I am pleasant and energetic, and I understand what you need. Further, I will see that your visit here is beyond wonderful.” Armed with this knowledge, you’ll find the rest is easy.

Dr. Albert Mehrabian, professor emeritus of psychology at UCLA, studied the importance of sending out consistent verbal and nonverbal messages. He found that 55% of what your guests, clients, and vendors will believe and respond positively to what takes place visually and involves only your body language.

Your guests are not quite as impressed with your tone of voice. They believe, remember, and respond positively to only 38% of what you say based on your tone of voice. Your actual words account for only 7% of what anyone will remember about what you’ve said.

Your stance can send a positive or a negative message as well. Keep the following in mind:

  • Greet your guest or client by standing with your shoulders facing his or her shoulders.
  • Do not assume a model’s pose with one foot in front of the other and your body tilted a little sideways. This is not a shoot for a Vogue cover.
  • Never place your hands on your hips or cross your arms in front of your body.
  • Don’t fidget with your fingers or straighten your clothes. A relaxed stance is conveyed when you smile and place your hands by your sides.
  • Your mother was right about good posture. It sends out the message that you are confident and prepared.

People are mindful of you as a professional. Keep up your sterling industry-wide reputation by being aware of how your body language may effect guests, clients, and customers.

Practice. Observe yourself and others. The first three seconds of any interaction, and handling those three seconds smoothly, are truly the keys to your success both professionally and socially.


Excerpts of blog taken from the book: Hospitality Management – People Skills & Manners on and off the Job. Copyright © 2015 Lyn Pont, Ph.D.

“Pont’s book is a must-read for anyone considering a career in hospitality.”

 — Isadore Sharp, chairman and founder, Four Seasons Hotels and Resorts

See the book at: www.HospitalityManners.com

Visit Lyn at:       www.MannersForBusiness.com

Lyn Pont, Ph.D. – World’s Top 30 Hospitality Professionals, Global Gurus

  #hospitality #culture #etiquette #tourism #hotels


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