Body language
basic level
WEEKGOALS
The goal of the weeksession is to learn how bodylanguage effects the communication between people. Emotions and expressions can all affect the way we react to each other but also have an effect to the way the customer reacts to you. The way you stand and represent yourself on the shop floor is important for the way you eventualy communicate to the customer.
- Learn the different effects of body language
- Learn the different ways of body language there are
- Every Ambassador Should use the appropriate body language when they are working in a store.
- Every Ambassador will be aware of his/her intonation when communicating with customers
- Every Ambassador understands how intonation (just like body language) has a big influence on how a message is received
- All the Ambassadors know how to use this knowledge and implement it into welcoming customers and using icebreakers.
SESSION #1 (checking knowledge)
GOAL
The main goal of this excerise is to learn to read the effects of body language. And to know what body language is appropriate for working a the store.
HOW
Read all the steps and collect what you need. Ask a stylist to step forward and pick a card from the pile. The Ambassador should walk from the group to a given moment. And protray the emotion while walking back. The stylist should only do this by body language and facial expression.
DO
Read the steps and collect what you need. Make the cards and place the pile.
- Give a short introduction and explain the goals to the team.
- Let the Ambassador take a card form the pile and portray the chosen emotion.
- Repeat until all the Ambassadors have had a turn or time is up.
RECAP
Summarize the morning session discuss with the group how it went. How could they tell it was that emotion ? What were the caracteristics. If they didn’t guess what was missing?
FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?
ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.
FOLLOW UP
Take an extra close look at your own and at the body language of you stylists. If you see unwanted bodylanguage talk about what the Ambassador is portraying.
SESSION #2 (giving information)
GOAL
The goal is to make the Ambassadors aware of the different ways of communications there are.
HOW
Take the Ambassadors trough the document BODY LANGUAGE and explain to them what kinds of ways communication and bodylanguage there are.
DO
Prepare all the information by reading the document BODY LANGUAGE. and prepare for questions.
- Explain the goal and the use of differntent ways of communication.
- Take them through the document and give examples by explaining different situations in the shop floor.
- Take time to answers questions.
RECAP
Summarize the morning session.And explain to the Ambassadors that bodylanguage will make the message clearer to the customers. By working on you confidence and how you come across you will make the customer feel more at ease and conversations will become more comfortable.
FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?
ADJUST
What went well and what could go better?
TIPS
Advise to read the document Body language. Let the Ambassadors make notes.
FOLLOW UP
Take an extra close look at your own and at the body language of your Ambassadors. If you see unwanted body language talk about what the Ambassador is portraying.
SESSION #3 ( giving information)
GOAL
The main goal of this session is to learn the importance of intonation when communication. The same senentence can have different meanings when you change intonation.
HOW
Write down sencentes for the group. (collection of brand related) And make cards that have an emotion written down. Let every Ambassador take one sentence and one emotion en let them read it to the group. Let them only use their voice to portray the emotion.
DO
Make the all the different cards in time. Prepare your information and be prepared for questions.
- Let the first Ambassador take the two cards from the pile and portray the emotion.
- Discuss with the rest of the team:-
-Did the team get the emotion the Ambassador was protraying and why do they think so?
-Discuss how the voice influenced the message.
-Discuss the right intonation for this sentence, is this loud or soft, exited of more toned down. Maybe this is one that can be changed all the time.
RECAP
Let the stylists summerize the morning session. Explain the value and importance of using the right intonation
FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it through the day?
ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Start with these reflections the next morning.
TIPS
Let the same sentence be read more often but in different emotions. If it’s hard to control the body for the stylist while protraying the emotion. let the stylit take place in the fitting room.
FOLLOW UP
Take an extra close look at your own and at the body language of your Ambassadors. At the end of the discuss the the intonation of customers and how their reaction was.
SESSION #4 (testing knowledge )
GOAL
The goal of this session is for the Ambassadors to learn to understand what icebreakers are and how they can be implented on the shop floor.
HOW
Look at the document Icebreaker. and go trough the steps with the Ambassadors on the shopfloor showing them what is right and expected from them and what is not the right way to use icebreakers with customers.
DO
Read and print the document ICEBREAKER and collect what you need.
- Give a short introduction and explain the goals to the team.
- Take the Ambassadors trough the steps on the shop floor
- Open the discussion and answer questions.
RECAP
Evaluate the session give some pointers about how to make an icebreaker and how to form a personalized icebreaker.
FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it through the day?
ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Start with these reflections the next morning.
TIPS
Let them read the document ICEBREAKER and.take the Ambassadors to points on the shopfloor were it’s best to use an icebreaker.
FOLLOW UP
Listen if the Ambassadors are using icebreakers and conversation starters.
GOAL
A customer will usually form an opinion of the brand with in 20 seconds. The first impression you make as a store but also as Ambassadors makes the difference. This session is about taking the first step to make that difference but to make contact in the right way using body language and intonation.
HOW
This session is all about findinf the right moment and appropriate sentence and way to make contact with customers and start a converstation. You will see an overview of items that a customer might carry into the store. These items can be a great strating point for a conversation. The Goals is to stay in the game by coming up with an icebreaker or conversational starter using the items. When you stuck for words. You will be eliminiated from the game until there is a winner.
DO
Read all the steps and collect the items/pictures you need (items people may have when they come into the store). Prepare the information by forehand and prepare for questions.
- Give a short introduction to the team and explain the goals.
- Show the different items
- Let the Ambassadors take turns giving a icebreaker / conversation starter
- When someone fails to come up with one start with a new item.
RECAP
Evaluate the session Give some pointers about how to form a personalized icebreakers.
FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?
ADJUST
What went well and what could go better? Did the team get it or should things be repeated?
TIPS
Small group: turn the session into a battle
Advanced: Set a timer, give very Ambassador a few seconds to come up with an icebreaker
Refresh: Make up new examples
FOLLOW UP
Listen if the Ambassadors are using personalized icebreakers and conversation starters.
SESSION #6 (30 min session )
GOAL
Today’s session is about taking all the info giving in the last week and bringing it all together. Repeat the week goals to the team and make your expectations clear. In the recap you will find out together if you have managed to check the boxes. (Check page 1)
HOW
Do a roll play with the team. This whole week you have been doing exercises to look at intontion, bodylanguage and making contact. First make two teams separate the team within the room. give each team pen and paper. Ask each paricipant to observe the other team. let them write down some things the notice. in how they speak t that moment. how the move, stand and what icebreakers they could use.
DO
Read all the steps. Prepare the information by forehand and prepare for questions.
- Give a short introduction and explain the goals to the team.
- Let the Ambassadors observe the other team and prepare the presentation.
- Let the team take turns in presenting their observations and let them answer questions form other team members.
- If needed fill in the gaps.
RECAP
Summarize the morning session what went well and what didn’t. It’s important for your Ambassadors to use icebreakers which are non sales related but to put the customer on a personal level with them.
FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?
ADJUST
What went well and what could go better? Did the team get it or should things be repeated?
TIPS
Look at the bodylanguage of the Ambassadors and repeat this session every now and then.
FOLLOW UP
if stylists need more help let them read the document BODYLANGUAGE and ICEBREAKERS practice on the shopfloor alsways give advice and guidance.