- Efficient operation of store depends on communication
- Staff need information to perform
- GMs need information to make decisions
- Communication is ongoing
- Be intentional about your behavior
- Body language is crucial to communication
- 93% of information is conveyed through body language
- Choose behavior (body language) that communicates interest, openness, and caring
- Listen attentively
- Eye contact
- Open body posture
- Smiling
- Nodding
- Don’t interrupt
- Don’t finish sentences for people
- Clarity in language
- Brief, to the point
- Annunciate
- Not too quickly or too slowly
- Speak loudly enough to be heard
- Make sure people understand by asking open ended questions (not yes or no)
- Deliver important information yourself
- Appropriate language
- No profanity, racial slurs, or sexual references
- Be aware of environment
- Sensitive information in private (personnel issues, performance, job applications)
- Be aware of outside distractions
- Don’t guess or assume
- If you don’t know the answer, it’s ok to say so
- Find out the answer and get back to them
- Ask questions