Use these tips as a starting point to ensure you convey the right message to parents and carers (see also Nursery World, 22 November 2001, p23).
1 Non-verbal communication Non-verbal communication covers the way we communicate without using words, and includes gestures, facial expressions, posture and eye contact, even tone of voice or use of silence. We don't always appreciate the unconscious messages we are sending. Ensure your verbal and non-verbal communication is positive with customers even when you don't feel like it.
2 Body language Body language is often difficult to read, but it can either match our words or give a very different message by betraying our true feelings. Gestures have different possible interpretations, for example:
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