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Communication

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					Let’s learn to Communicate
         Effectively




                             1
                              Objective of the session


At the end of the workshop, we will be able to facilitate in :
       Increasing Our                         Reducing our
1. Communication skills                  1. Communication hurdles
2. Confidence and self esteem            2. Anxiety stress and fear
3. Ability to handle stress              3. Depression
4. Listening to others patiently         4. Negative thinking
5. Initiating & maintaining              5. Anger
    conversations
                                         6.Embarrassment
6. Problem solving & Decision
    making
                                                                 2
                                 What we will gain?


Greater self esteem

Increased personal awareness
Clearer insight into what you want

More respect from your friends and colleagues

Increased understanding about what you do well

Increased pleasure and less stress from your work
Confidence and a positive approach to new suggestions
                                                        3
       What is Communication?



“Everything we do is Communication”

 Are you saying what you mean?

 Are you meaning what you say?




                                      4
   Do you find it impossible to engage in social
                   conversation?




“Streamline Your Communication!” is just what you need
  to sharpen your skills and get rid of some bad habits.”   5
                      Barriers to Communication




    External                 Emotional
  Environment               Interference


 Lack of Interest       Lack of knowledge        Listening Skills


Lack of Sensitivity       Lack of basic
                                               Inadequate Feedback
for the customer       communications skills
                                                                    6
           Effects of bad Communication




    Out of the entire customers you lost

–   3% move away
–   10% go away for cheaper prices
–   19% are chronic customers
–   68% leave due to bad service



                                           7
                  Questions in your mind ?


 How to ask the right questions?
 How many times do we use “ I” ?
 How do I learn the right way to ask questions?
 Never Interrupt, but Why ?
 Why we should avoid “joke telling”
 “um –mer” how do I stop this ?
 How do I keep the negative comments out of my conversations?
 How to empathize with my listener?
                                                          8
Let me answer this …




                       9
What makes an individual a good
       communicator?



                              10
                           What makes an individual a
                             good communicator?




A good communicator knows what she is talking about or
 writing about.
Being clear about the topic being discussed is essential for
 effective communication.
An unclear conversation will turn-off the customer and the
 net result is wasted effort and frustration or disappointment
 for oneself.
                                                                11
             Tips for Improving Communication

Be focused
                    Be Sincere

  Be                               Know your
Positive                            audience




              Attitude = 100%
                                           12
                                       Be Focused


What you say, should be clear, crisp and to the point
 Deviating frequently or „beating around the bush‟ will lose you,
  and your customer faster than anything else
There is also a danger of sounding or seeming unsure of
  yourself or your ideas and the resulting loss of reliability




                                                                 13
                    Brevity is the soul of wit



 Say what you have to say in short, straight simple sentences
 Use the kind of vocabulary that gives accuracy to your
  statements




                                                            14
                          Know your Customer


 What you say and how you say should be tailored for the
  kind of customer you are addressing

 Say what is directly relevant and Useful for your customer

 Ensure that it is of interest to them and will benefit them in
  some way




                                                                   15
                                     Never Forget

A good communicator never forgets the need to create a
 friendly and professional environment

Are you saying the right thing at the right time?

Are you saying all that needs to be said to give a holistic
 picture?

Your thoughts should reflect the reality of the time or the
 current situation

                                                               16
                  Be sincere in your utterances


Say something only when you genuinely feel it is important
 for you to say it
Artificiality is easily perceptible to others




                                                          17
                         Be + in your thoughts


If you are not convinced of the worth of your utterances,
 nobody will
The more passionate you are about something, the more
  your words will ring with the truth of your convictions
 Let the words fill up with emotion “the depth of truth”




                                                             18
It is OUR ATTITUDE towards People and Work that
                    makes
                OUR Life 100%




 ATTITUDE                      SUCCESS

                                            19
                        Reach out to your
                           customer

 Bridge the gap between yourself and your customer
 Allow and create openings for the listener to clarify doubts
   if any by checking their understanding of information
 This will help you better, your communication in the
  future




                                                             20
“Words that are out of tune with times
   Words that bring grief in the end
     Words that bring pain to others
      Are, any day, as good as poison”



                                   22
                 Color Recall and picture visualization

           1. Look at the picture on the right for 5 seconds,
    2. then close your eyes and recall as many colors as possible.
3. Also try to recall as many fruits as you can recognize in this picture.




                                                                       23
24
                    Art of Saying “NO”


The one word every single customer “hates”
                to hear is
                  “NO”

But sometimes, the only appropriate response
           from the company is
                   “NO"



                                             25
         Art of Saying “NO”



Try saying “NO” using the
     U           S     A

         Method
         all answers


                            26
                           Art of Saying “NO”

Understanding Statement
 Never say „no‟ to a customer without first demonstrating that
  you understand fully their request or question
 It is very important that the customer feels you understand the
  inconvenience they have experienced
 If they don't feel you understand what they are feeling, they
  may become more difficult to handle


                                                              27
                           Art of Saying “NO”

Situation
Explain exactly why you will have to refuse the customer‟s
request
Action
 When you have to say no, you still have to offer an option
 In the Action step you tell the customer what you „can‟ do


   In a real-world situation, here’s how the USA
                 method works: ...                             28
                                             Exercise

Let's say you have a customer on your phone who is demanding to
                   speak with your supervisor.

Understanding Statement:
“I respect your need to speak with someone in authority.”

Situation:
“My supervisor is counting on me to do my job and resolve problems
our customers encounter. Will you please give me an opportunity to
try to solve the problem before we go any further?”

Action:
"If after speaking with me, you are still unhappy, I’ll immediately
connect you with my supervisor. How does that sound?”
                                                                      29
                         Quick Tips to effective Communication
                                   In the Work Place


Answer promptly on the first ring
Ask questions to stay involved in the conversation
Avoid the use of slang words
 Try not to use abbreviations
 The sweetest music to a person is the sound of his/her own name
 Take notes when talking on the phone to help you stay focused
   on the conversation
 Make your voice and mannerism reflect that you are alert and
  at your best on every call                                30
                      8 Rules For
                 Good Customer Service




Be ready to give
                                   31
  good service
Lets practice …




                  33
 H
 O
 W
DO
 Y
 O
 U
FEEL
 N
 O
 W     34
Thank You


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