Non-verbal communication is a form that communicates a lot without speaking anything. It can create or mar any professional relation. Hence, it is of utmost importance to use gestures effectively in non-verbal communication.
Gestures can play an important role in communicating without physical touch. Gestures are deliberate movements and signals to communicate meaning without words. In the present scenario, maintenance of physical distance and minimal space between people has become mandatory in every sector. The tagline of the hospitality sector being “Atithi Devo Bhava”, it becomes obligatory to do everything possible to treat the guests warmly and make them feel cosy in “Home away from home” with minimum touch, use of formal or positive gesture and avoidance of informal gestures. Informal gestures creates obstruction to professionalism, not only in hospitality careers, but all.
Also Read – 5 positive Gesture you might be interested of
Picking at something or placing objects in-front: Both the informal gestures project boredom or disapproval and resistance or shyness. If one is picking at something like notebook, watch, fingernails or, clothes it demonstrates he/she is disapproving of something to the extent of being quite rude. On the other hand, placing objects in front as an obstruction displays the speaker’s resistance to the person standing in front or, a gesture to hide something.
Tapping: Tapping on one’s feet, fingers, a pen, a notebook or any other object is an informal gesture that indicates stress or impatience and hence, not paying entire attention to the guest and making him/her feel uncomfortable and not quite welcome to one’s hotel.
Fake smile: As said by Mother Teresa, “Let us always meet each other with a smile, for smile is the beginning of love.” Just as a heart-warming smile can make a person feel special, a fake smile can easily blot any relation – professional or personal. A guest enters a hotel with the expectation of a warm welcome and a pleasant treatment and a fake smile at any instance can hamper this utterly.
Over blinking: Just as blinking and nodding the head is a positive gesture showing understanding or approval of something, over blinking suggests anxiety or nervousness. Looking at oneself in the mirror while practicing blinking is a good way to get rid of this wrong gesture.
Too close: Post COVID – 19, at least six feet distance needs to be maintained with anyone in the professional sector. Being too close to the guest is an extremely informal gesture making them feel uncomfortable and irritated. It also projects that one doesn’t know the basic social cues, which is quite unprofessional.
On the edge: Sitting back on the chair and looking relaxed is a nice formal gesture, whereas, sitting on the edge indicates that the person is also mentally and physically on the edge. One can always lean forward while placing ones back firmly on the chair.
These are some of the major informal gestures that are needed to be avoided to keep up professionalism while showing heart-felt warmth and comfort to the guests through positive and constructive gestures.
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