Talking About Nonverbal Communication in Guest Experience

A furrowed brow, crossed arms, even an eyeroll – these nonverbal cues paint an obvious picture, but some cues aren’t so clear, and potentially less obvious is the impact that this form of communication has over a guest’s experience. The often-quoted 55/38/7 rule brought about by researcher Albert Mehrabian suggests that as much as 55 percent of communication is body language, 38 percent is tone of voice, and only 7 percent is attributed to the words spoken. While this ratio extracted from his fi...