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CHAPTER THREE

CHAPTER THREE. Positive Verbal Communication. L EARNING O BJECTIVES. Ensure positive customer interactions Recognize elements of two-way communication Project positive service image Avoid negative language Provide effective feedback Deal assertively with others.

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CHAPTER THREE

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  1. CHAPTER THREE Positive Verbal Communication

  2. LEARNING OBJECTIVES • Ensure positive customer interactions • Recognize elements of two-way communication • Project positive service image • Avoid negative language • Provide effective feedback • Deal assertively with others

  3. IMPORTANCEOFEFFECTIVECOMMUNICATION • Frontline employees make/break organizations • Appearance, actions, and communication crucial • Communication is key element • Feedback improves communication

  4. INTERPERSONAL COMMUNICATION MODEL (1) • Environment • Sender • Receiver • Message • Channel

  5. INTERPERSONAL COMMUNCIATION MODEL (2) • Encoding • Decoding • Feedback • Filters • Noise

  6. AVOIDING NEGATIVE COMMUNICATION • Choose words and phrases carefully • Tell what you “can” do • Watch out for “global” terms

  7. COMMUNICATING POSITIVELY (1) • Plan your messages • Great customers warmly & sincerely • Use customer-focused language • Use eye contact effectively • Listen & respond appropriately • Be specific

  8. COMMUNICATING POSITIVELY (2) • Use “I” & “we” messages • Use small talk • Use simple language • Paraphrase • Ask positively phrased questions • Communicate to learning styles

  9. COMMUNICATING POSITIVELY (3) • Ask permission • Agree with customers • Elicit feedback and participation • Close transactions professionally • Address pet peeves

  10. PROJECT APOSITIVE IMAGE • Make Customers Feel Welcome • Focus on Customer as a Person • Offer assistance • Be prepared • Provide Factual information • Be helpful • Accept responsibility • Take appropriate action

  11. PROVIDING FEEDBACK • Verbal Feedback • Nonverbal Feedback • Body language • Actions • Appearances

  12. Work It Out Activity

  13. Work It Out Activity

  14. Work It Out Activity

  15. Work It Out Activity

  16. Work It Out Activity

  17. Work It Out Activity

  18. Work It Out Activity

  19. Work It Out Activity

  20. NONASSERTIVE LANGUAGEAND ACTIONS • Poor eye contact • Limp handshake • Rambling speech • Use of paralanguage • Apologetic words or tone • Soft, subdued tone • Finger pointing/blaming • Nervous gestures/fidgeting

  21. ASSERTIVE LANGUAGEAND ACTIONS • Looking at customer • Firm handshake • Think; Plan; Speak • Stop; Gather thoughts; Speak • Apologize; Take control; Move on • Increase volume; Sound convincing • Take responsibility; Resolve problem • Hold or grasp something

  22. PROVIDING ASSERTIVE SERVICE • Facial expressions • Voice • Posture • Gestures • Eye contact • Win-Win solutions

  23. FIVE FORMS OF CONFLICT • Between individuals • Between individual and group • Between individual and organization • Between organizational group • Between organizations

  24. CAUSES OF CONFLICT (1) • Conflicting values and beliefs • Personal style differences • Differing perceptions • Inadequate or poorcommunication • Contrary expectations

  25. CAUSES OF CONFLICT (2) • Inadequate communication • Goals out of sync • Opposition over shared resources • Outcomes dependent of others • Misuse of power

  26. EFFECTIVE CONFLICT MANAGEMENT GUIDELINES • Remain calm • Be proactive • Keep an open mind • Identify & confront issues • Clarify communication • Stress cooperation • Focus resolution on issues • Follow established procedures

  27. SALVAGING RELATIONSHIPS • Reaffirm value of relationship • Demonstrate commitment • Be realistic • Remain flexible • Keep communication open • Gain commitment • Monitor progress

  28. CONFLICT RESOLUTIONS STYLES • Avoidance • Compromise • Competition • Accommodation • Collaboration

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