What is the process of exchanging messages without words, using eye contact, gestures, and posture?

• A. Nonverbal communication
• B. Objectives
• C. Observation method
• D. Occupancy percentage (OCC%)

Answer: (A)

Nonverbal communication involves exchanging messages without words, using eye contact, gestures, and posture. This form of messaging relies on body language to convey attitudes, feelings, and intent, often signaling warmth, attention, or readiness to assist, sometimes even before spoken words are used. In hospitality and tourism, reading these cues helps staff respond promptly and create a welcoming atmosphere, as guests often react to what is communicated through stance, facial expressions, and eye contact as much as to spoken language.

Other terms describe different ideas: goals or aims, a method of collecting information by watching and recording behavior, or a metric that measures how full a space is, none of which capture the idea of conveying messages without using words through body language.