communication & personality devlopment
TRANSCRIPT
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COMMUNICATION & PERSONALITYDEVLOPMENT
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WHAT IS COMMUNICATION ?
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What are the most common
wayswe communicate?
Written Word
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Communication As An Entire
Behavioural Process
Habit
Mannerism
Appearance
Etiquette
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Its not just what you saybut
how you say it!Face to Face
Body
Language
55%
Words
7%
Tone ofVoice
38%
VoiceConversatio
Toneof Voice
86%
Words
14%
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In a study of communication at the University of Pennsylvania in 1970 (Kinesics and Communication,
R. Birdwhistle), the researchers determined that incommunication, 7% of what we communicate is theresult of the words that we say, or the content of ourcommunication. 38% of our communication toothers is a result of our verbal behaviour, which
includes tone of voice, timbre, tempo, and volume.55% of ourcommunication to others is a result of ournonverbal communication, our body posture,
breathing, skin colour and our movement. The matchbetween our verbal and non-verbal communication
indicates the level of congruency.
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3 Vs
Verbal - Speak & Write
Non Verbal
Voice ENERGY
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All communication methods are important, butour emphasis will be upon the spoken word...since
70 % or all our communication efforts are:
misunderstood, misinterpreted, rejected, disliked,distorted, or not heard (in the same language, sameculture)!
Spoken Words
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Basic Telephone Etiquette
UNTANGLE THE TANGLE
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Differentiate in talking on the telephone & inperson
Improve Voice Quality
Listen actively Paraphrase
Hold & Mute
Transfer Calls
Take Messages
ExhibitTelephone courtesy
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GREET THE CALLER
Agreeting should always be the entrypoint of phone conversation. It indicates
your friendliness and opennessyour willingness to provide quality service
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GIVE YOUR NAME
This basic act of courtesy lets the caller know thathe or she has reached the correct person, department
or company.
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Good Morning,
This is , How may I help you?
CALL STRUCTURE (OPENING)
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ASK THE CUSTOMER IF YOU CANHELP
Saying how may I help you? completes thetelephone answering etiquette by demonstrating that
you and your company are ready and are available toassist the customer with his or her needs.
It pays to write down the customers name anduse it regularly in your conversation.
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Answer the call in the Three Rings
Greet the caller
Give your name
Ask the customer if you can help
Remember
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THE BODY OF THE
CALL1. Validate a Customer2. Hold & Mute
Procedure
3. Transfer a call
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ACTIVE LISTENING
Give the caller your undivided attention
Actively Listen to the caller for both the content as
well as the intent
Avoid Emotional Leakages
Avoid distractions
Do one thing at a time
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LET EM HEAR YOU LISTENING
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Verbal feedback is a variety of shortresponses that lets the caller know thatyoure listening and paying attention
Verbal feedback responses include
expressions like, All Right, IUnderstand,
Im making a note of that right now
WHAT IS VERBAL FEEDBACK
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How can we improve our listening &
facilitation skills?
PARAPHRASINGPARAPHRASING
Restating what
another has saidin your own
words
SUMMARIZINGSUMMARIZING
Pulling togetherthe main points
of a speaker
QUESTIONINGQUESTIONING
Asking relevantquestions to help in
better way andreduce errors
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Avoid interrupting the customer.
When you interrupt, you cant listen.
INTERUPTING THE CUSTOMER
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PRACTICESTO AVOID
Avoid interrupting the customer.When you interrupt, it shows you do not care.
Avoid speaking too fast, too slow.
Avoid using Jargon
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MESSAGESIN COMMUNICATION
What You Want To Say
What You Really Say
What The Other Person Hears
What The Other Person Thinks IsHeard
What The Other Person Says AboutWhat You Said
What You Think The Other Person Said AboutWhat You Said
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Barriers To Communication
Inattention
Excessive Information
Language
Perception
Fears
Poor Listening Skill
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Avoid dead air - it can upset callers
DEAD AIR
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EVERY CALL IS NOTE-WORTHY'
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Making notes is recommended. The human
memory is not perfect
Written notes give you a record of thecustomers name and message
including correct spellingscase reviews
and accurate contact information
Jotting notes during phone conversationswill help you Actively listen.
NOTES
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PHRASEOLOGY
SOME PROFESSIONAL WORDS
Yes Sir, thats rightSir
Very well Sir, Certainly Sir
Very well Sir, Certainly SirKindly hold on Sir, Let me check it for you
Sir.
If the call is for you, Who am I speaking
to please ORW
hos calling please?If the call is for another person, Who shall
I say is calling? OR Who shall I say called?
Let me check and find out.
SOME CASUAL WORDS
Ya
OK
SureOne Sec
Just a minute
Whos
speaking???
Ive no idea!
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HOLDAND MUTEPROCEDURE
WHY ISTHIS IS IMPORTANT?
If incorrectly used, it could lead tobeing rude, unprofessional and alsoaffect the quality of the call.
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HOLD- Caller is aware of being on hold & willhear music
MUTE - Caller will not hear anything, line will goblank & he/she may not be aware of being onhold
HOLD AND MUTE PROCEDURES
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MUTE PROCEDURES
Should only be used if the hold time is less orequal to 30 sec.
For a short query when resource is close at hand.
Clearing your throat, coughing or sneezing.
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Ask the customers if you may put them on hold
Because it is aninconvenience to yourcustomers to be put onhold, you should always askpermission before putting themon hold.
Does anybody knowIm here
Have I been forgottenWhy is this taking so
longShould I hang up
#*%*#
* Remember you dont
like to wait either.
PERMISSION TO PUT ON HOLD
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WAIT FOR A RESPONSE
Can you hold---click is a situation so common thatcustomers might be surprised to see you waiting for aresponse.
The second part of of putting someone on hold is towait for a positive response from the customers side.
As soon as the customer agrees to hold say Thank Youbefore clicking the hold button.
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TELL THE CUSTOMERS - WHY
Most customers are very patient if they are
politely informed as to why they must hold.
They find it easier and comfortable to wait onhold if they have a mental picture of whats
the service associate doing while away from
the phone. Be sure the information is
pertinent.
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Giving the customer a time frame helps kill theI-have-been-forgotten factor and has a calming effect.
How specific the time frame needs to be depends on
the length of time you think your customer might haveto hold.
Here are three examples with a suggested path
of action.
When the time for holding is
Upto 60 secs, 1-3 mins, over 3 mins
TIME FRAME
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GIVE A TIME FRAME
Short (up to 60 seconds) - This will take a few moments
Long (1-3 minutes) - This could take me 2 or 3 minutes tosort out. Would you like to hold or do you want me tocall you back?
Eternity (over 3 minutes) - Ask for a number to call him/her back.
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THANK THE CUSTOMERFOR HOLDING
Saying Thank You for your patience is verybasic,good and common courtesy.
This action nicely rounds off the on-hold sequenceand acknowledges the callers understanding andpatience.
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TO SUMMARIZE
Ask the customers if you may put them on hold
Wait for a response
Tell the customers Why
Give a time frame
Thank the customer for holding
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TRANSFERRING A CALL
Sometimes you will not be able to solve theproblem on the spot. Often you will need
more information, or the call may have tobe handled by another person.
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Explain why the call is beingtransferred
Ask if the customer minds
being transferred
Ensure someone is thereto pick up the call before hanging up
ell the person to whom the call is getting transferred, the customername and purpose of call
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EXPLAIN CO WORKERS ABSENCE
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EXPLAIN CO-WORKERS ABSENCEPOSITIVELY
Customers rarely want to hear gruesome details as to whythe person theyre trying to reach is unavailable.
Likewise your co-workers will not like their privatelives discussed with customers.
Use..Jai isnt available at the moment /Raj just stepped out /Nikita is in a meeting,May I help you?
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TELEPHONE COURTESY
Never be rude to a caller, no matter how nasty theyare. Always remember to handle yourself in aprofessional manner.
Use theASAP technique:
A:-Apologize and Acknowledge the callers feelings
S: Don'tSympathize with the caller.Empathize
A: Accept responsibility
P: Prepare to Help.
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HANDLING SWEARERS
Making the caller aware of what he is saying will halt theswearing.
For example Sir, I can handle your problem, but I am
not able to handle the swearing. I request that you stop.
Note:- 3 strikes and you are out rule.
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Nobody should be subject to verbal abuse. Try andrequest the customer to stop at least three times,however, if the customer persists in using foullanguage, tell him that you are disconnecting thephone.
THREE STRIKE RULE
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ENDING THE CALL
KEY ACTIONS FOR ENDING
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KEY ACTIONS FOR ENDINGTHE CALL
Repeat any action steps that you and thecustomer have agreed upon
Ask the caller if you can do anything else for
him/her.
Thank the customer for calling andappreciate his effort and time.
Let the caller hang up first.
Write down any relevant information as soonas you get off the phone.
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CLOSING THE CALL...Effective phrases for closingYou are welcome Sir/Madam
We appreciate your calling
Thank You for calling
Please call again
Have a nice day.
Acknowledge the details with thanks
and a
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Thank You