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“The Warm Welcome of Hospitality. Walt Disney World is the epitome of world-class customer service. Employees must be hyper-vigilant of spatial orientation to engage, impress, and interact with guests. For simply being near a guest, employees are trained to: • Make eye contact and smile. • Greet and welcome each and every guest. • Seek out guest contact. • Provide immediate service recovery. • Always display appropriate body language. • Preserve the “magical” guest experience. • Thank each guest and demonstrate that appreciation.”

Quote by Susan C. Young

Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact

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Susan C. Young

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“Many hospitality companies follow the "5 and 10 Rule," whereby when a customer is within ten feet of the employee, they should provide acknowledgement with eye contact and a genuine smile. When the customer is within five feet, it is encouraged to provide a warm welcome, sincere greeting, a friendly gesture, and offer to help, or to engage him or her in conversation.”

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Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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“In the legend of Camelot, King Arthur gave consideration as to how his knights might be positioned spatially to impart a message of power and status. He decided they would have their meetings at a round table, which meant that they were all considered equal and there was no “head of the table.” He built a league based on equality and mutual respect to unify and fortify the power of teamwork.”

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Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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“When you are sitting behind a desk with a person on the other side, there is a barrier between you that becomes a psychological and subliminal message. Some of the best leaders I know have a round table or a circle of chairs in their offices so that when people come in to speak with them, the arrangement lends itself to more engaging interaction. Using a roundtable in which there is no head fosters collaboration, cooperation, mutual respect, and equal positioning.”

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“When having lunch or dinner at a long rectangular table, I prefer to take a middle chair so that I can turn to my left or to my right to make meaningful conversation with the people in attendance. When I have been seated at the very end, it can prove to be difficult to speak, hear, and connect with everyone there. Think ahead, and whenever possible, put yourself in the middle of the action!”

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“Proxemics is the study of human use of space and the effects that population density has on behavior, social interaction, and communication. Imagine invisible bubbles around every person that provides each of us with comfort zones for social engagement and interaction.”

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Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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“In 1966, American anthropologist Edward T. Hall specified four distinct distance zones to describe the perception of physical space around us. Understanding these zones and honoring their invisible boundaries will give you a sixth sense about another person’s “space” as well as your own. Intimate Zone (less than 2’) —This zone represents our personal space and is reserved for the most trusted and loved people in our lives. Touching, hugging, standing side by side, and engaging in private conversations is common and encouraged. When an interloper violates this personal space, great discomfort and awkwardness can be created. What to do? Take a step back or sideways. Personal Zone (2’-4’) —This is the distance for interaction with good friends, family, social gatherings, or parties. It's an easy and relaxed space for talking, shaking hands, gesturing, laughing and making faces. Social Zone (4’-12') —This zone seems to be an appropriate distance for casual friends, colleagues, and acquaintances to interact. It is the comfortable distance we maintain while interacting or addressing large groups of people. Public Zone (over 12’) —This is the distance we keep from strangers or persons with little acquaintance. It provides the greatest distance between people. This is a safe space that still allows us to experience community and belonging with new people.”

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Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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“As you seek new opportunities to make favorable first impressions, be ever aware of the subtle effect that physical positioning and distance/closeness can have on your interactions with others and use this understanding to your advantage.”

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Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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“As you navigate the various zones with people, a variety of specific physical and psychological responses is elicited from them. Until you know someone, avoid invading his or her personal space. Getting closer gradually demonstrates that you like the other person. This gradual and comfortable approach begins the circle of rapport—he sees that you like him, he likes that you like him, and he reciprocates by liking you back.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComLaw Of Attraction QuotesBody Language QuotesEmotional Intelligence QuotesExpressions Of Emotion
Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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“As you navigate the various zones with people, a variety of specific physical and psychological responses are elicited from them. Until you know someone, avoid invading his or her personal space. Getting closer gradually demonstrates that you like the other person. This gradual and comfortable approach begins the circle of rapport—he sees that you like him, he likes that you like him, and he reciprocates by liking you back.”

Relationship QuotesCommunication SkillsQuotes By Susan C YoungCustomer Service QuotesMotivational Speaker Susan YoungSusanspeaks ComLaw Of Attraction QuotesBody Language QuotesEmotional Intelligence QuotesExpressions Of Emotion
Book:The Art of Body Language: 8 Ways to Optimize Non-Verbal Communication for Positive Impact
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