Eye accessing cues: Eye-to-eye contact
Featured in the Creative Customer Contact training manual
By Carole Williams
Category: Customer Service
Credit price: 3 download credits (Single user)
Have you – the trainer – ever been in a situation where the person you were talking to wouldn’t look at you? It can be frustrating and ultimately become a challenge. Your group participants will have experience this, both in customer service and a customers themselves. On the one hand, the customer could interpret it as a lack of interest; on the other hand, it can be very intimidating if someone stares at us. We can read such a lot from a person’s eyes. This training activity explains eye accessing cues and how they can be a very important part of a customer service bank of skills. Understanding and interpreting eye accessing cues can become another step forward in the interpretation of non-verbal communication and building rapport with customers.
This training activity begins by introducing the subject of eye accessing cues and talking to the group about eye contact. This leads on to a presentation about what eye accessing cues are and how they relate to our map of the world. The participants undertake paired work which involves them in watching the eye movements of their partner. Summarise the session by getting the group to look at the application benefits in a customer service environment.
Who is it for: This training activity is intended for use by trainers to help participants gain an understanding of eye accessing cues and the benefits of improving communication and building rapport within a customer service environment.
- Themes:
- Body language,
- Communication skills,
- Customer service,
- Observation,
- Rapport,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 17 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity can be used alone, as part of an extended non-verbal communication programme, or as part of a longer customer service programme. It can also be used in conjunction with other activities from ‘Creative Customer Contact’ to form a mini-training session.
Download the training activity, Eye accessing cues: Eye-to-eye contact as featured in the Fenman training manual; Creative Customer Contact