Question

Part I. Answer the following three (3) questions. Copy and paste the questions into the Text Submission box (below), then type your answers directly below each question.

Q1. What is feedback? How can verbal feedback affect customer encounters? A.

Q2. Give some examples of nonverbal feedback and explain how they complement the verbal message and how they can affect customer interactions. A.

Q3. What are the four spatial distances observed in Western cultures, and for which people or situations is each typically reserved? A.

Part II.

Although we live in a global world, nonverbal communication in different cultures show such drastic differences that you might get the feeling we are from different planets. If you ever find yourself working on a multi-cultural project, it's important to understand these differences.

1. Choose a culture and explore the differences in nonverbal communication in the following areas:

Facial expressions

Head movements

Hand and arm gestures

Physical space

Touching

Eye contact

Physical postures

This assignment should be submitted as a word document (or other text document), formatted using the APA Style format. Include all sources you use in proper APA style. This includes in-text citations and references. Attach this file to this assignment (click on file attachment) .

Answer 1

Part 1:

Q 1. What is feedback?How does it affect encounters with a customer?

Answer1. Feedback defines a key element of a two- way communication between individuals which involves giving a response to the message(s) received from the speaker as a listener. Feedback can be communicate directly in the form of non verbal gestures such as nodding of head, blinking of eyes or verbal leads which convey to the speaker that the message was received by the listener. Within professional interactions, verbal feedback’s become an effective way to resolve conflicts with clients or customers by building a strong message that one understands the grievances of the customer and is not non-chalant or apathic to them. Verbal feedback can build positive encounters with sutomers and create reassurance by conveying message in simple and clear terms.

Q2. Give some examples of nonverbal feedback and explain how they complement the verbal message and how they can affect customer interactions.

A2. When the messages communicated are positive, it can lead to greater understanding and enhanced customer relations.. Body language and action/inaction is a powerful and commonly used nonverbal feedback which can positively highlight the verbal content of the feedback and emphasise the point being made. For instance, nodding of head while communicating one’s understanding of. Acustomer’s grievance can convey to the customer that the listener is empathic towards them and nonverbal feedback can thus help to reduce conflicts in interpersonal exchanges. However, If these messages are perceived negatively, it can break down the relationship.

Q3. What are the four spatial distances observed in Western cultures and for which people or situations is each reserved?

A3. Typically, there are four types of psychological spatial distances which are practiced by the people in different contexts in order to convey a level of intimacy or social distance and/or unease? These include:

Intimate distance: 0 to 18 inches –which is reserved for family and intimate relationships

Personal distance: 18 inches to 4 feet – for when we are with close friends or business colleagues, with whom we have an already established level of comfort and trust.

Social and work distance: 4 to 12 feet - usually for face-to-face customer service situations.

Public distance: 12 feet or more – which is maintained at large gatherings, work presentations, or where the interactions are of a formal type.