• 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