Page 14 - TEST 1

PROACTIVE RESPONSE
When wearing a mask, with nearly half of your face concealed, it is difficult to tell what a person is thinking or feeling. It presents a challenge in determining how to respond to or assist a customer or employee. By reading nonverbal cues, you can begin to gauge mindset, emotional state, stress level and more. You are quickly and proactively gathering emotional intelligence about those around you. A retired FBI agent Joe Navarro, recently wrote an article on how to “speed read” read body language now that everyone wearing a mask.** He says, “Body language is an outward reflection of a person’s emotional condition.” He goes on to reinforce the importance of observing behavior of eye, hand and head movements and how it can convey a person’s current state. Take note of what movements and gestures you observe. What is being conveyed through nonverbal cues behind the mask?
EYES WIDE OPEN EYES SQUINTING RAISED EYEBROWS
Concerned, Surprised or Anxious
Confused, Unhappy, “I disagree,” or, “I don’t understand”
WANDERING & LOOKING AROUND
TILTED HEAD
“I’m listening,” or “I’m fully present”
**Navarro, Joe CNBC article 4-16-2020
“I’m lost,” or “I’m trying to find my way”
Surprised, Happy, or Alarmed