The Art of Reading Body Language

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Patti was interviewed by Allen Sheinman of Meetings and Conventions Magazine about the workshops she conducted for Affinia Hotels last year.  During the workshops Patti shared with the employees of the Affinia Hotels that people fall into four catagories.  Which catagory are you in?  Read below to find out!The Art of Reading Body LanguageHotelchain takes a whole new approach to guest relations

 by Allen J. Sheinman
PHOTOGRAPH: ©iStockphoto.com/ASISEEIT
October 1, 2012

Last summer, when the boutique Affinia hotel chain decided to up the ante onits care and treatment of guests as part of its Tender Loving Comfort (TLC)program, management reached out to an expert to train staff on the signs,obvious and subtle, that people communicate via the way they walk, talk andjust twiddle their thumbs.

Patti Wood, CSP, is the expert, and since 1982 she has conducted workshops anddelivered keynote speeches on body language (visit pattiwood.net for details).Her newest book is Snap -- Making the Most of First Impressions, BodyLanguage and Charisma (New World Library). As Wood showed the staffs atAffinia's properties (in New York City, Miami and Washington, D.C.), peoplefall into four categories in the way they express themselves physically.

Drivers. "These are people who walk very quickly, head down, alwaysin a rush," says Wood. "They want to be served right away and with nononsense. I advise staff to match their pace, speak up and get the job done."

Influencers. "They are very upbeat, smiling, like to get closephysically, are engaging and want to be engaged. Hotel staff should smile back,stand close, keep eye contact and be ready to laugh at an amusing story."

Critiquers. "These are very analytical people, puzzle solvers. Theytend to be quiet, want to do the right thing and expect everyone else to, aswell. They know all about coupons and discounts, so you should, too. You likelyneed to ask specific questions to meet their needs."

Supporters. "They want to feel loved, are shy and take thingsslower than others. Be extra polite and empathetic, and present a warm aurathat says 'welcome home.'"

Wood also notes different physical approaches to take with the sexes. "Ipoint out to front-desk personnel that to assist a male guest, it helps to comeout from behind the counter and stand beside him to figure out a solution as ateammate; with women, it's more effective to stay put, go face-to-face and, ifneed be, say, ‚'Let me look at my screen here for the answer,' which in effectasks for permission to disengage for a moment."
Patti Wood, MA, Certified Speaking Professional - The Body Language Expert. For more body language insights go to her website at http://PattiWood.net. Also check out the body language quiz on her YouTube Channel at http://youtube.com/user/bodylanguageexpert.