Hugh, The Maze MasterHugh's Reviews
Each week Hugh reviews something, anything really, that has provoked a thoughtful insight.Watch your face. Yeah, I mean your face. Lip-service is paid to non-verbal communication, but truly mastering your face is a key to superior service.
A lot of this non-verbal communication is based on the facial action coding system pioneered by Paul Eckman.
You can see some neat tutorials regarding the Facial Action Coding System here.
In the movies. I loved "The Blind Side". I know it was mushy and I almost cried at the end, but Sandra Bullock has quite a face.
I really should say, she knows how to use her face. Without dramatic gestures, just with her face, she can convey a range of emotions. I personally think her face, not because it's pretty, but because it was so well used, won her the Oscar.
On TV. We love watching "Lie to Me." on Fox. It's a whole show about reading people based on their facial expressions - a WHOLE show!
Watch it carefully then interrogate that unsuspecting teen worker who's been showing up late to work and see if you can't make him crack.
How's your face? Watching and thinking about facial expressions brings new light to your own interaction with others. Just being aware of the possible range of emotions available to your face, helps you better communicate with others.
Bringing that facial awareness to your staff can help them coach each other during the work day. Make a game of it!
My personal favorite. "Smile with your eyes." When you are tired, on hour 12 of your October shift, you can plaster on a smile, but you can't sell it without the eyes.
Look at the guest and remember to squeeze your eyes near your temples. Try it in the mirror with and without the eyes.
Your pleasant smile can become a look of contempt without "smiling with your eyes."
Hugh
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