How can you use nonverbal communication to resolve conflicts with guests?

1 Show empathy and respect

The first step to resolving a conflict is to show empathy and respect for the guest's feelings and needs. This means that you should avoid any nonverbal signals that might convey impatience, irritation, or hostility, such as rolling your eyes, crossing your arms, frowning, or raising your voice. Instead, you should use nonverbal communication that shows that you are listening, understanding, and caring, such as nodding, smiling, leaning forward, and maintaining eye contact. By showing empathy and respect, you can create a rapport with the guest and make them feel valued and heard.

2 Use mirroring and matching

Another way to use nonverbal communication to resolve conflicts with guests is to use mirroring and matching techniques. Mirroring and matching are when you subtly copy or adapt to the guest's nonverbal cues, such as their posture, gestures, or tone of voice. This can help you to establish trust and rapport with the guest, as well as to reduce tension and aggression. For example, if the guest is speaking softly and calmly, you can mirror their tone and volume. If the guest is gesturing with their hands, you can match their movements with your own. However, be careful not to overdo it or make it obvious, as this can backfire and make the guest feel mocked or manipulated.

4 Use appropriate facial expressions

Another way to use nonverbal communication to resolve conflicts with guests is to use appropriate facial expressions that match your words and intentions. This means that you should avoid any facial expressions that might contradict or undermine your message, such as smiling when you are delivering bad news, frowning when you are offering an apology, or showing anger when you are trying to calm the guest down. Instead, you should use facial expressions that support and reinforce your message, such as showing concern when you are empathizing, showing sincerity when you are apologizing, or showing relief when you are finding a solution. By using appropriate facial expressions, you can enhance your credibility and sincerity and avoid confusing or offending the guest.

5 Use effective tone of voice

Another way to use nonverbal communication to resolve conflicts with guests is to use an effective tone of voice that conveys your professionalism, respect, and empathy. This means that you should avoid any tone of voice that might escalate or prolong the conflict, such as shouting, whispering, interrupting, or being sarcastic. Instead, you should use a tone of voice that shows that you are calm, polite, and attentive, such as speaking clearly, slowly, and respectfully, pausing to let the guest speak, and using words of appreciation and acknowledgment. By using an effective tone of voice, you can control your emotions and influence the guest's emotions and behavior.

6 Use nonverbal feedback

The final way to use nonverbal communication to resolve conflicts with guests is to use nonverbal feedback to confirm, clarify, and summarize the situation. This means that you should use nonverbal signals that show that you have understood, agreed, or solved the issue, such as nodding, smiling, shaking hands, or giving a thumbs up. You should also use nonverbal signals that show that you need more information, have a question, or have a concern, such as raising your eyebrows, tilting your head, or shrugging your shoulders. By using nonverbal feedback, you can ensure that there is no misunderstanding, miscommunication, or dissatisfaction between you and the guest.