ENT4122: Nonverbal Communication Techniques

Which type of nonverbal communication includes the placement and movements of hands, arms, head, and legs?

What is the purpose of probing questions in customer communication?

Which of the following best describes proxemics in nonverbal communication?

What type of question is characterized by shifting or redirecting the topic of discussion?

Which of the following characteristics is NOT associated with vocal nonverbal communication?

Evaluative questions are primarily used to uncover what?

What are nonverbal clusters in communication?

Which question type refers to information derived from previously provided details?

Course Information

Course title: ENT4122: Go to Market Strategies
Subject: Customer Communications
Institution: Jim Moran College of Entrepreneurship, FSU

Nonverbal Communication

Facial expressions and eye movements
Placement and movements of body parts (hands, arms, head, legs)
Body posture and orientation
Variations in vocal characteristics (rate, pauses, pitch, intensity, loudness)
Nonverbal clusters: Groups of related nonverbals providing a clearer message
Proxemics: Personal space individuals prefer, an important nonverbal aspect

Customer Questions

Probing questions: Used to gather detailed information about needs and situations (e.g., "Can you share an example of that?")
Evaluative questions: Used to determine opinions, preferences, and attitudes (e.g., "How do you feel about...")
Tactical questions: Used to guide or redirect conversations back on track
Reactive questions: Responds to information already given by the customer

Upcoming Dates

Sales Presentation Checkpoint #2: Due Sunday, October 13

Conclusion

Instructor: Professor Roberts
Email: [email protected]
Office: 144 RSB

Discussion Activity

Identify common nonverbal cues in others and how they affect you
Examine your own nonverbal cues and interpret how others perceive them

This quiz covers essential aspects of nonverbal communication, including facial expressions, body movements, and vocal characteristics. You'll explore the significance of proxemics and how nonverbal cues enhance customer interactions. Test your understanding of effective questioning techniques related to customer communications.