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THE MYSTERIOUS MASK-ERADE
Historically there is a certain mystique behind a masked persona. As often portrayed in movies – the villain, the bank robber or even the temptress – the mask provides an aura of mystery and solitude that leaves you questioning the identity and intent. There are also the practical challenges. Faces covered, there are no visible facial expressions. Voices are muffled and difficult to hear. Eye contact is limited and all you are left with is their body language and gestures to try to interpret the persona hidden behind the mask as the figure rides off into the sunset.
Truth be told, there can be a perceived level of distrust and uncertainty that accompanies the mask. It’s interesting to notice that masks seem to imply or even impose a level of potential
distrust, which makes communication difficult from the start. Today, though the mask can signal safety and security, there are some common thoughts and perceptions: “Is this person protecting me or infecting me?” “Does this person know to keep their distance?” “Will this person make eye contact so that we can have a better
conversation?” “Does this person want anything to do with me?” It can become a “dance” of choosing how to avoid or connect with someone when their face is covered.
The image of the mask in our current reality is one of health, safety and security, yet it still evokes an air of mystery and obscurity. The mystery of the virus. The unknowns of this epidemic. Masks arouse newly formed emotions and perceptions in all of us. This new reality creates unique challenges in how to connect with customers and coworkers when faces are covered. Your awareness of others, your communication style and use of body language and gestures will be vital in striking up a connection and creating differentiated customer and coworker experiences.