commucation skills

7/31/2019 Commucation Skills

1/20


2/20

Communications

Flow of formation from the sender to the receiver.

But effective communications involves a tow-way

flow of formation


3/20

Communication process The basic element in the communication process

are the sender , the message and the receiver


4/20

The Sender:- is the sales person he has somethoughts and ideas and he wishes to communicate tothe receiver The sender encodes the ideas into a

message and transmits this message to the receiverThe receiver :- decode the message and try to

under stand what the sender intended tocommunicate


5/20

Factors can lead to

a communication

breakdown1. senders may not encode their ideas accurately2. receivers may not accurately decode massage

3. accuracy of communication is affected by noise

that occurs while the massage is being transmitted


6/20

Two-Way CommunicationsSalespeople send messages to customers

and receive feedback from customers .

Customers send messages to salespeople

and receive responses.


7/20

Two-Way Communications

Without two-way communication salespeople cantdetermine the needs of the customers .in addition ,feedback from customers is needed to determine if

messages about product benefits are being receivedaccurately .

Thus

two-way communications improves the effectivenessand accuracy of communications .


8/20

Communicating With Words

Use concrete words & avoid abstract words.

Do not assume that everyone understands you .

Do not assume that you understands everything . Use words familiar to the customer .


9/20

Non-Verbal Communication

Sales Aids

Face .

Eye contact .

Body movement .

Hands .

Legs .


10/20

Assertive

Communication skills


11/20

Passive People

Passive people communicate indirectly and dont

say what they want . Rather they expect others tofigure out what they need and give it to them.when they dont get what they want they becomepassiveaggressive .


12/20

Passive Behavior

People are not specific in their language .

Doesnt assign accountability .

Hope others will give them what they want or need . Concerned about others judge them & their action .

Need to be liked .


13/20

Aggressive People

Aggressive people dont care about the needs ofothers , or about how they are perceived . Theycertainly dont care about other peoples feeling .This type of behavior is perpetuated because , for

the most part , it works ( at least in the short run ). Other people are hesitant to take on theaggressive person because its so unpleasant .


14/20

Aggressive Behavior

Aggressive people needs to met at any expenses .

Doesnt care about the needs of others .

Concerned only with their feeling .

Like to be feared .

Violet the others space .

Use swearing abusive language .

Use loud blustering voice .

Pound on desks , stare .

Demand what they need from others .


15/20

Passive-Aggressive People

Passive-Aggressive people avoid direct response ,but get even with other people later for real orimagined slights.

this behavior is interesting because its hybrid of

two other styles . passive people behave passive-aggressively when they become fed up .

aggressive people behave passive-aggressivelywhen they perceive that they cant act in their

normal aggressive fashion . for instance anaggressive person who works for an aggressiveboss will not tackle the boss directly , but will geteven later .


16/20

Passive-Aggressive Behavior

Avoid direct response .

No response at the tome of discomfort .

Then getting-even syndrome takes over . Lack of eye contact .

Sarcasm .

Sniping .

Indirect criticism .


17/20

AssertivePeople

Assertive people value everyones needs . They statewhat they want . But do it in away that takes intoaccount what others need . Assertive people holdthemselves and others accountable , specially tospeak up . In other words assertive people believethey and others have the responsibility to ask forwhat they need .


18/20

Assertive Behavior

Direct , specific requests .

Specific accountabilities on those requests . Stated truth .

Dont accept inappropriate behavior .

Allowing for corrections .

Accepting accountability .

Going to source of problem direct eye contact .

Confident stance .

Ask other what they need .

Concerning about every ones need ( including own )

Expect every one to be self accountable .

Have the power pride confidence .


19/20

Definitions of Assertiveness

From Dr. Andrew Salter :

The excitatory person ( Salters preferred term of

assertiveness ) is direct , responding outwardly to his

environment . When confronted with aproblem he takes immediate constructive action he

sincerely likes people , but he doesnt care what they

may think . He makes rapid decisions , and likes

responsibility . Above all , the excitatory person is

free of anxiety


20/20

AssertivenessStanding up for ones rights

without violating the rightsof others .

commucation skills

Documents