This case study examines non-verbal communication, defining it as the transmission of messages without language, using examples like gestures and facial expressions. It explores the types of non-verbal communication, including facial expressions, eye contact, posture, and touch, highlighting their roles in communication, such as repetition and contradiction. The study delves into the three aspects of nonverbal communication: Kinesics (gestures), Haptics (touch), and Proxemics (space). A case study involving a hotel concierge, Damien Watson, illustrates how inappropriate non-verbal cues, such as facial expressions and posture, can negatively impact speaking and listening skills, leading to misunderstandings. The analysis emphasizes the importance of aligning verbal and non-verbal communication for effective interactions and suggests that positive actions accompanied by negative non-verbal cues can cause misinterpretations. The study concludes by reiterating the influence of non-verbal communication on speaking and listening skills in business settings, stressing the need for congruent non-verbal behavior to foster positive communication outcomes.
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