Step 1: Self-Assessment • Begin by taking an objective assessment of your current nonverbal skills. What do you feel are your strengths? What do you feel are areas for improvement? • Write up your self-assessment. (Point form, charts, or essay format are all accepted.) Step 2: External Assessment • Select two people (provide names) who know you well and whom you trust. Explain that you are doing an assessment of your nonverbal communication skills and would like their honest feedback. • Share the list you developed in Step 1 with these two people to see if they if they agree, or can add additional items to your list. Keep in mind that you will likely be more critical of yourself than other people will. Additionally, you may be sending nonverbal signals that you are not aware of. For these reasons, keep an open mind when considering their feedback. • Write up your external assessment. o Note items where there was agreement or additions to your original list. o In the feedback, were there any surprises for you? If so, what were they? Step 3: Application to Customer Service - Assessment / Reflection • Discuss how your current nonverbal strengths (as outlined in Step 1) enable you to provide effective customer service. • Choose 2-3 points from your list in Step 2 that you feel will increase your ability to provide effective customer service if you can improve them in the short term. Don't forget to mention HOW it will impact your customer service.