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It´s ALL about the little things


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Every organization like every individual has a personality. This sends information to the customers and the employees.

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Behavior is what people DO. It is transmitted in two ways: Verbal (what we say) Nonverbal (without words)


Keep in mind the following: Everything can constitute communication and The receiver of the message determines what that communication “means.”

Both an individual and a corporation have behaviors.


People see us doing something and they extract a meaning from our actions.

Keep in mind that culture is generally the same and should be done with common sense.

Different cultures assign different meaning to gestures. Some cultures assign different meaning to posture, emotions, spatial relations.


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In China and Japan a facila expression that would be recongnized around the world as transmitting happines may actually express anger or mask sadness because happines is not to be shown. In the US it is acceptable for women to show fear but not anger, however, men can show anger but not fear.


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Proxemics: It is related to space. In conversation Americans tend to position themselves at an arms-length. The French, Arabics, and Latin American tend to stand closer.

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Personal Space: Some people are accostumed to sitting close to each other.


Use of Behaviors That Encourage Your Customers