The hotel chain Affinia, with locations in New York City, Chicago, and Washington, D.C., has instituted body-language education to train employees to better anticipate the needs of guests.
Staff members are taught techniques to identify stressed, bored or anxious guests and to then make suggestions to alleviate the situations. They are also taught to adapt their body language to make guests feel at ease (Charisse Jones, "Face Off: Hotel Staff Taught to Read Guests' Body Language," USA Today , Oct. 25, 2011).
Observing the body language of others is an important tool in communication and relationships. In the biblical story of Cain and Abel, Cain's countenance fell when he came before God (Genesis 4:6). Seeing someone with a downcast look or an angry face speaks volumes about their state of mind. Being observant of such important clues helps us to be better friends and better listeners.
