Hidden Messages That Matter

In the writing center, the main form of communication between student and tutor is the written and spoken word. Nonverbal communication is equally important in providing a welcoming and positive experience. Grace Ritz Amigone’s article Writing Lab Tutors: Hidden Messages That Matter http://casebuilder.rhet.ualr.edu/wcrp/publications/wcj/wcj2.2/wcj2.2_amigone.pdf suggests some simple nonverbal cues that will put the student at ease. 

Here are some things to avoid when working with clients:

Welcoming gestures:

• Smile and acknowledge the student’s presence as soon as they walk in
• Make eye contact
• Nodding lets the student know they are being heard and comprehension by the tutor
• Leaning forward indicates interest and approval
• Sitting next to the student indicates an equal status
• Dressing in colorful clothes indicates energy

Gestures signaling an unwelcoming environment:

• Compressing the body by leaning away, crossing one’s arms, and crossing legs so the knee points at the other person
• Impatient sighing, tapping fingers on the table, clicking a pen, and checking your watch or phone
• Personal papers, phones, and other distractions on the table or desk the tutoring session is taking place
• Invading someone’s personal space or sitting too far away – the best distance is about two feet between tutor and student

To make the writing center a welcoming environment:

• Hang up useful and colorful posters
• Make a resource table or book shelf for students to use in the center
• Lighting that is neither too dim nor glaring. 
• Just as the tutors should be well-kept and neat, the writing center should be tidy and well stocked with supplies for taking notes. 
• Students who feel free to browse the resource shelf and to work on their writing before or after their session are most likely to use the writing center more frequently.

Good customer service and a welcoming environment makes a good first impression to students coming in for the first time.