In European cities personal space is perceived to be around 5’ (In the US this is 18 - 48” ) Japanese folk tend to stand about 10” apart defining a smaller personal space which can feel slightly pushy if you are not used to it. The 5:15 rule or 4:10 rule refers to the distance at which we as service personnel greet people. In Europe hotels that use this guide use 5:15.
The text book approach defines intimate space as less than 6” – do not enter! personal space as 18” – 48” - greeting distance and normal distance for talking to people we know and at receptions, social space as 4’ – 12’ the distance we normally stand from strangers and therefore acknowledgement distance and over 12’ as public space. There are lots of situations where these distances change but at work If you want people to feel comfortable the golden rule is keep your distance.
The service implications is
Within 5’ we make eye contact, smile and provide a personal greeting . Within 15’ we make eye contact acknowledgement only. This is a helpful ground rule, particularly for young or new staff. In practice, if you stand in a lift with a guest you would say good morning rather than stare at the carpet, likewise if people are in the lobby you would make eye contact though not necessarily greeting them. Warning for the over confident – do not put your arm around someone you have just met, they may smile but they certainly don’t mean it! Less that 6” of distance means either intimacy or hostility.
The best book I have ever read on this issue and I still refer to it is, not surprisingly, “The Definitive Book of Body Language” by Allan and Barbara Pease. If you spend your time watching people in a foyer or a lobby this book alone turns your world in to the ultimate theatre!
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