This workshop helps participants be aware of non-verbal cues and signals for effective communication with others.


A key ingredient to striking and maintaining a positive first impression is body language. Unconsciously, the body telegraphs thoughts when folding arms, crossing legs, standing, walking, moving the eyes and mouth. These reveal mood, personality, and self-esteem.

The body doesn't know how to lie. The more you appear to be in charge, the more people approve of you. By creating habits of positive body language you can control how others perceive and respond to you.

While we have some positive and practical practices in behaviors and engagement, it is critical to understand the preferences of our guests to build a relationship beyond mere formalities to ensure success.

Course Details:



• The dynamics of positive, negative and inner body language.

• Interpreting feelings and intentions of others.

• Enhancing communication skills with various stakeholders.

• Spotting body language contradictions.

• Understanding the movement of the body, expressions, and gestures.

• Being aware of non-verbal cues and signals for effective communication.


I. Introduction

• Definition of Body Language - Understanding the outward reflection of a person’s emotional condition.

• Positive Body Language - The effect of positive body language on yourself and others.

• Negative Body Language - How to change your negative body language to positive.

• Inner Body Language - The ability to portray your emotions through body language when what you say is what you feel inside.


II. Key areas of appropriate body language

• Evaluating Gestures - What does it mean when a hand lightly rests on the cheek and not as a head support?

• Eye Signals - The eyebrow flash, beady eyes and pupil dilation.

• The Power of Handshakes - How the palms and handshakes are used to control.

• How the legs reveal what the mind wants to do - How feet tell the truth, the four main standing positions and how to move from closed movement to open

• The magic of smiles and laughter - Differentiate between the genuine and fake smiles and the five common types of smiles.

• Personal space and zone distances - Learn about personal space and the 4 distinct zone distances.


III. Interpreting Feelings and Intentions of others

• Facial expressions - How the face reveals the truth

• Eye movement - What is the meaning of extended blinking or darting eyes?

• How the hands and arms talk - How the hands and arms gesture tells you of what the others are feeling

• Interpretation of the head movement - Head gestures reveal the way we see things and how we feel about them

Who should attend

• Managers, Supervisors

• Customer Service Officers

• Those dealing with people in the sales and marketing and hospitality arena


Kay_NallaKay Nalla has dedicated 18 years of her life training staffs and colleagues on customer service with the heart, personal grooming and make up and selling techniques while performing her managerial duties in the sales and marketing field. Her love and passion to interact with people propelled her to work in travel agencies, various hotels (F&B, room sales & banquet), The Singapore Changi Airport and well established spas like Clarins, Haach and Bonafides.

Kay’s responsibilities include managing all aspects from recruiting new staffs, training them to their best potential, implementing effective promotions to accomplish the sales revenue for the outlet, managing customer’s needs and wants and also holding talks for the clients on various beneficial topics including body language, active listening skills and more. Her extensive experience and knowledge in the hospitality arena coupled with her genuine desire to share has made her a much sought after speaker.

Kay was invited to hold talks and conduct workshops for government bodies, country clubs, hospitals, banks, spas and other sectors including Singapore Police Force, Singapore Girl’s Home, Singapore Changi Prison, Panasonic, Rendezvous Hotel and more.

Kay is a MOE approved and certified ACTA trainer. She holds a Diploma in Travel and Ticketing (IATA/UFTAA), Diploma in Aesthetics (Beauty), NITEC in Face Care, LCCI in Marketing and possesses a Certificate for Personal Grooming. She was also awarded a Super host Certificate from The Singapore Tourism Board.


Administrative Details:

Scheduled Dates

• 25 April 2017 - 4th Run


• S$ 450 per participant

• S$ 400 per participant for 2 participants from the same organisation

• S$ 350 per participant for 3 or more participants from the same organisation


• 9 am - 5 pm


• PIC Claimable for Company Sponsored Participants.


A Certificate of Attendance will be awarded at the end of the workshop.


• Coffee & tea with snacks during the morning and afternoon breaks

• Buffet lunch with vegetarian & halal options

Past Participants:

Past Participants' Comments

Past Participant Organisations

• Agency for Science, Technology and Research.

• Bishan Home for the Intellectually Disabled.

• Central Provident Fund Board.

• Groz-Beckert East Asia LLP. 

• Hotel Miramar (S).

• International Enterprise Singapore.

• Keppel Corporation.

• Mapletree Facilities Services, Mapletree Industrial Trust Management.

• National University Hospital (S), National Youth Sports Institute.

• Oak 3 Films, Oil Spill Response.

• Republic Polytechnic.

• Singapore Turf Club, State Courts.

• Visiber Singapore.