Final answer:
The body language of crossing arms and backing away is a type of nonverbal communication that can be perceived as defensive or disengaging, potentially exacerbating an already tense situation with a customer.
Step-by-step explanation:
A customer is angry with you for not having his prescription ready when he arrives at the pharmacy. The body language being displayed, which includes crossing your arms and backing away from the register, is a form of nonverbal communication. Specifically, it may be interpreted as defensive or disengaging behavior, signaling that you are either uncomfortable with the confrontation or you are attempting to distance yourself from the situation.
Effective communication in customer service settings involves maintaining open body language and engaging with the customer to resolve the issue. Therefore, this type of body language could potentially escalate the situation by making the customer feel unheard or disrespected. It's essential to be aware of both verbal and nonverbal cues when communicating, especially in a professional environment like a pharmacy.