power up communication skills - rita emmet
DESCRIPTION
Powerpoint from Communication Session at 2010 Fall Workshop, Great Falls, MTTRANSCRIPT
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© Rita Emmett 1
COMMUNICATE EASILY
WITH THE
PEOPLE
IN YOUR LIFE
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© Rita Emmett 2
Woman without her
man is nothing.
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© Rita Emmett 3
Woman,
without her man,is nothing.
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© Rita Emmett 4
Woman!Without her,
man is nothing.
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© Rita Emmett 5
What Is Communication?
• 7% Words
• 38% Voice Quality
• 55% Body Language
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© Rita Emmett 6
LIST ALL THE WAYS
WE COMMUNICATE
BESIDES THEMEANING OF WORDS
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The most important thing
in communication
is to hear what isn’t
being said.
--- Peter Drucker
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THE VERY, VERY
WORST LISTENING THAT
YOU CAN DO
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THE VERY, VERY
BEST
LISTENING THAT YOU CAN DO
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When you talk,
you repeat what you already know;
when you listen,
you often learn something.
--- Jared Sparks
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REMEMBER:
THE CUSTOMER FROM HELL
OFTEN HAS BEEN THROUGH HELL
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TAKE A DEEP BREATH BEFORE
SPEAKING.
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DON'T RUSH
OR INTERRUPT THE CUSTOMER.
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NEVER GET
ANGRY
WITH
THE CUSTOMER.
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APOLOGIZE
FOR THE SITUATION.
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TEAM UP
WITH THEM
TO WORK
ON THE SOLUTION.
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EMPATHIZE WITH
THE CUSTOMER.
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ASK
FOR
CLARIFICATION.
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ACCEPT
RESPONSIBILITY
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IDENTIFY
THE
PROBLEM.
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STICK TO
ONE PROBLEM
AT A TIME.
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TRY ASKING THEM
WHAT THEY WANT
YOU TO DO.
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CALL
IN
REINFORCEMENTS
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WRAP-UP
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FOLLOW UP