Observation Date and Time Time: 3-8 pm
Date: 10/05/2020
Observation Location
Shoe Sensation in Fayetteville, Tennessee
Observation Instructions Observe at least TWO or more people interacting, and write down your responses to the questions below. If you are not able to do your observation using approved social distancing guidelines, then you can do your observation through watching a show episode, or film. Make sure to include that information in the observation spots above. All responses should include not only a specific observation, but also a connection to the textbook in at least FOUR questions to show understanding of the core concepts. Make sure to specifically reference the textbook using APA style.
1. Which portion of the face did the subject use the most frequently? (Use the FAST method)
According to the textbook, the FAST method is a technique “called the Facial Affect Scoring Technique (FAST), and it separates the face into three areas: the lower face, including cheeks, nose, and mouth; the eyes and eyelid area; and the brows and forehead area.” (Richmond et al.,2012). For this question, I observed a woman that came into the store today. This woman was wearing a face mask, so for the most part the lower portion of her face was hidden from view. However, I could still observe her upper face while she was in the store. As the woman browsed through our shoes, I kept an eye on her eyes, brows, and her forehead area. Whenever she found a shoe she did not like (one was an all white FILA tennis shoe), the woman would furrow her brows downward. Her brows would be furrowed, closer together, and give the appearance of wrinkles between her brows. The movement of her brows shows her dislike/disgust at certain shoes. Whenever she found a shoe she did like (one was a tan bootie with a small heel), the woman would tilt her head and her brow would raise a tad. The raising of her brow indicates that she was interested in that particular shoe. Other times, she would find a shoe that would surprise her. For example, we have a combat boot in the women’s section that is covered in silver glitter from top to bottom, it can be considered very flashy (especially when its surrounded by boots thats are solid black or brown). When the women saw this boot, her eyes went wide and her brows shot up. Overall, I think that the brows and forehead area are probably the portion of her face that were used most frequently.
2. Which of the SCADFISH expressions did you observe? How did they express the SCADFISH?
According to the textbook, “It is generally accepted that there are primary facial expressions that, from the day we are born, are closely linked to our primary emotions: sadness, anger, disgust, fear, interest, surprise, and happiness.” (Richmond et al.,2012). During my observation, I noticed several of the SCADFISH expressions. For example, in the previous questions I mention the woman displaying interest, disgust, and surprise while browsing through the shoes we sell at the store. I also noticed sadness in another woman. The woman who displayed sadness came in with a return. She had bought a pair of classic white crocs for her boyfriend, but decided to return them. I didn’t really want to ask why she was returning them, because she was avoiding eye contact and her eyes were watering like she was about to cry. However, I have to ask for a reason when things are being returned. My assumption that she was sad was correct, because she told me the reason for the return was that her boyfriend cheated on her. I also noticed anger in one of our male customers. He was angry that we didn’t have as many options for the men as we do for the women. Every shoe he liked, we did not have in his size. His brows would furrow and begin getting closer together every time we told him we didn’t have a particular shoe in his size. His furrowed brows and his forehead (which would crinkle/tense like he was concentrating on not yelling at us) let us know that he was not a happy customer.
3. Did the subjects ever seem as if they were masking or intensifying facial expressions? In what ways?
During my observation, I actually did not notice anyone intensifying their expressions. However, I did notice someone masking their emotions, or at least attempting to mask their emotion. According to the textbook, “Masking is the facial management technique that involves repressing the expression of the emotion actually felt and replacing it with expressions that are acceptable under the circumstances” (Richmond et al.,2012). One example of this would be one of the managers at the store. You are supposed to remain professional at all times because it is a business setting. However, sometimes it is very hard to remain neutral when customers are talking to you (especially when doing returns). This one customer tried to return a pair of shoes back to the store, we told she could ahead and look for different shoes while we processed the ones she brought back. Our return policy is only for 30 days if unworn or undamaged, after 30 days you receive a store credit. However, if the shoe is dirty or damaged we can not accept the shoes back. This woman told us the receipt was in the box with the shoes. The manager opens the box to get the receipt. The shoes were purchased two months ago, the soles inside of the shoe were dirty and stained, the shoe laces were stained, and the bottom of the shoes had mud stuck down in the grooves of the sole. Overall, it was very clear that the shoes had been worn more than once before. When the manager saw the shoes, she laughed and just closed the box. Instead of remaining a calm and neutral face, she laughed and lost her composure. Finally the customer came back, so the manager had to try and mask her amusement at the thought of this return. She tried her best not to laugh while the customer was at the counter, but from the way her mouth was in a straight line, but still sort of curved upward, it was clear she was fighting back something.
4. Which of following categories did they fit in: Withholder, Revealer, Unwitting Expresser, Blanked Expresser, Substitute Expresser, Frozen- Affect Expresser, Ever-Ready Expresser or Flooded-Affect expresser? How did you know that was their category?
For this questions, I observed a little girl that came into the store with her mother. For the little girl I would say that she fit in to the revealer style category. According to the textbook, “Revealers always show their true feelings. They are often described as wearing their hearts on their sleeves, and they generally admit that they just cannot help expressing themselves.” (Richmond et al.,2012). The reason I said that this little girl would be in the revealer style category is because she was not afraid of anything. This little girl, who was maybe about 8, made eye contact with the workers the entire time she was at the store. She was not shy about showing us what she did and did not like. She would very sassily raise her brows and tilt her head to the side (like she was saying “Are you crazy?”) If we showed her something we thought she would like and she didn’t like it. She would also smile big and show us her teeth if she approved of a shoe we found for her. She would raise her brows when she was debating on one shoe over the other. Overall, this little girl wore her emotions on her sleeve.
5. Which way did the subject CLEM when they were thinking?
According to the textbook, Closely related to eye gazes are eye behaviors called conjugate lateral eye movements (CLEMs) or lateral eye movements (LEMs) from the theory called neurolinguistic programming. These eye movements are involuntary lateral shifts of the eyes to the right or left. CLEMs are thought to be closely associated with cognitive processing. “ (Richmond et al.,2012). For this question, I observed one of the girls I work with. Since I have not been there for a few days, I was asking the part timer some questions about how freight went, who put what in a certain place, if sales were good, etc. As I was asking her these questions, I observed the way her eyes would look when recalling the events of last week. Whenever she would think back to answer my question, she would stop talking and her eyes would look off to the left. After her eyes looked to the left, she would either give me an answer or tell me she didn’t remember a specific thing.
6. Did you notice any Gaze omissions or Gaze aversions?
According to the textbook, gaze omission “describes a situation where one person does not look at the other but is not intentionally avoiding eye contact.” (Richmond et al.,2012). Also according to the textbook, gaze aversion “typically is an intentional act. A person who averts his or her eyes from another person normally does do consciously and is somehow motivated not to look. Gaze aversion may signal that you are not interested in what the other person has to say. Gaze aversions is also used as a regulator when wishing to stop communicating any further.” (Richmond et al.,2012). During my observation, I did notice both gaze omission and gaze aversion. I noticed gaze omission several times actually. It happens often when customers look straight at one of the part timers, but the part timers are doing a task and are not focused on the customers. The customers will look straight at the worker, not saying anything, and just stand waiting to be acknowledged and helped. The part timer, who has her back turned to the customer, does not know the customer is standing there and therefore doesn’t turn around. I noticed gaze aversion as well, probably just as often. Sometimes we have customers come in and ask a bunch of questions that either we don’t know or we don’t want to answer. They also sometimes ask questions that have nothing to do with our shoes. If the part timers do not know an answer to a question they avoid eye contact or avert their eye contact to a manager. This gains the attention of the manager to come over and help, letting the part timer either stop talking or leave the conversation entirely.
Sources Richmond, V. P., McCroskey, J. C., & Hickson, M. (2012). Nonverbal behavior in interpersonal relations. Boston: Pearson/Allyn & Bacon.
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