© 2012 by robert w. lucas chapter 3: verbal communication skills

© 2012 by Robert W. Lucas

Chapter 3: VerbalChapter 3: VerbalCommunication SkillsCommunication Skills

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Learning OutcomesLearning Outcomes

• 3-1: 3-1: Explain the importance of effective Explain the importance of effective communication in customer service.communication in customer service.

• 3-2: 3-2: Recognize the elements of effective two-way Recognize the elements of effective two-way interpersonal communication.interpersonal communication.

• 3-3 3-3 Avoid language that could send a negative Avoid language that could send a negative message and harm the customer message and harm the customer relationship.relationship.

• 3-4: 3-4: Project a professional customer service image.Project a professional customer service image.• 3-5: 3-5: Provide feedback effectively.Provide feedback effectively.

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Learning OutcomesLearning Outcomes

• 3-6: 3-6: Use assertive communication techniques Use assertive communication techniques to enhance service.to enhance service.

• 3-7: 3-7: Understand key differences between Understand key differences between assertive and aggressive behavior.assertive and aggressive behavior.

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Effective CommunicationEffective Communication

• What is the importance of effective communication?

• Key elements in making interaction with customers successful

– Recognize how you communicate– Understanding of how the communication process works

• As the frontline person, you have the power to make or break an organization

• Should continually work to improve communication skills

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Two Way CommunicationTwo Way Communication

• Two way communication• An active process in which two individuals apply the elements

of communication

• Interpersonal communication model– Environment– Sender– Receiver – Message– Channel

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Two Way CommunicationTwo Way Communication

• Interpersonal communication model– Encoding– Decoding– Feedback– Filters– Noise

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Avoiding Negative CommunicationAvoiding Negative Communication

• Choice of words• Weak words

– I’ll try, Maybe• Global terms

– Never, Always, Everyone

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Communicating PositivelyCommunicating Positively• Plan your messages

– Think before you speak– Positive messages

• Focus on customer as a person– Offer assistance– Be prepared– Provide factual information– Be helpful– Accept responsibility– Take appropriate action

• Greet customers warmly– Handshake, Smile

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Communicating PositivelyCommunicating Positively

• Use customer focused language– Provider Centered vs Customer Centered Language

• Make customers feel welcomed• Listen carefully/respond appropriately• Be Specific• Use I and We messages• Use small talk

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Communicating PositivelyCommunicating Positively

• Use simple language• Paraphrase• As positively phrased questions• Ask permission• Agree with customers

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Communicating PositivelyCommunicating Positively

• Elicit Customer feedback and participation• Close the transaction professionally• Address pet peeves

– Long wait time, Lack of cleanliness, Lack of knowledge,

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Providing FeedbackProviding Feedback

• Define feedback– Feedback is a response to messages that a listener

receives• Types of feedback

• Verbal feedback– The response given to a sender’s message that allows both

parties to know that a message was received correctly• Nonverbal feedback

– Body language (addressed in chapter four)– Eye contact– Positive facial expressions

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Dealing Assertively with CustomersDealing Assertively with Customers

• Definition of assertiveness • Examples of assertiveness

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Assertive vs. Aggressive and ConflictAssertive vs. Aggressive and Conflict

• Ways to be assertive• Assertiveness assists in solving problems• Aggression can escalate and cause relationship

breakdowns• Do not become defensive• Appropriate eye contact• Listen openly• Affirmative acknowledgments of what the customer is

saying• Open body posture• Avoid blaming• Use “I” statements

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Assertive vs. Aggressive and ConflictAssertive vs. Aggressive and Conflict

• Responding to conflict• Causes of conflicts

– Conflicting values and beliefs– Personal style differences– Differing perceptions– Inadequate or poor communications– Goals that are out of sync with reality– Opposition over shared resources– Outcomes dependent on others– Misuse of power

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Assertive vs. Aggressive and ConflictAssertive vs. Aggressive and Conflict

• Salvaging a relationship after conflict– Reaffirm the value of the relationship– Demonstrate commitment– Be realistic– Keep communications open– Gain Commitment– Monitor progress