Section 4.6: Communication: Non-Verbal Skills
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Figure 6. The guide and visitors in a nature activity in a public park, Zaragoza,
Spain
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A lot of information is transmitted to the customers by other means than the words.
When addressing your customers be aware of other communication components such as
your manners, your tone or pitch, your face expressions or your gestures or body
posture. Personal appearance and grooming is also most important when dealing with
customers. Before and during your tourism activity try to be aware of the following:
· Posture: try to stand upright and relaxed as this is the posture that transmits
self-confidence and reliability.
- Hand gestures: hands are useful to provide extra meaning to our message, but you
must be sure not to leave the main part of the message to them. Also, different
cultures use hands in different ways, so try to use them discretely and not wave
them too much or too wildly.
- Facial expressions: smile as much as you can, as this is a proven method or winning
the attention and empathy of your listeners. Avoid yawning, sighing or looking bored
as they are all signs of disinterest.
- Grooming: be sure that your hair is neat and well kept, your face is shaven and
your fingernails well cut and clean. Fresh breath is a must for all those working
with the public.
- If you are not wearing a uniform, your clothes must be neutral, conveying an image
of respectability and giving no other information of yourself or distracting the
customers. They must always be neat, clean and well pressed and be adequate for
the activity you are carrying out.
