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3-1
Communication:
The Essential Skill
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-2
What is
communication?
The process by which we exchange
information through a common
system of symbols, signs, or
behavior.
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-3
Can we ever
not communicate?
 Listening
 Reading/Seeing
 Body Language
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-4
A Model of the
Communication Process
RECEIVER
SENDER
Message
encoded
Message
Message
decoded
“Noise”: culture,
values, traditions.
Feedback
decoded
Frame of Reference
McGraw-Hill/Irwin
Feedback
Feedback
encoded
Frame of Reference
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-5
The Importance
of Feedback
When Face to Face:
Not Face to Face:
 Ask questions to
determine if you have
been understood.
 Request a written
answer to a written
message.
 Ask the receiver to
restate what you have
said.
 Ask when the reply will
be coming.
 Watch for signs of
understanding –
nodding; frowning.
McGraw-Hill/Irwin
 Persist until a response
is received from the
receiver.
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-6
Barriers to
Communication
• Senses
• Prejudice
• Semantics
• Changes
• Emotions
• Poor organization
• Expectations
• Info Overload
• Personality
• Poor Listening
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-7
Ten Keys to Effective
Listening
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-8
COMMUNICATING POSITIVELY (1)
Plan your messages
Great customers warmly &
sincerely
Use customer-focused language
Use eye contact effectively
Listen & respond appropriately
Be specific
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-9
COMMUNICATING POSITIVELY (2)
Use “I” & “we” messages
Use small talk
Use simple language
Paraphrase
Ask positively phrased
questions
Communicate to learning
styles
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-10
COMMUNICATING POSITIVELY (3)
Ask permission
Agree with customers
Elicit feedback and participation
Close transactions
professionally
Address pet peeves
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-11
PROJECT A POSITIVE 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
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-12
PROVIDING FEEDBACK
Verbal Feedback
Nonverbal Feedback
 Body language
 Actions
 Appearances
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-13
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-14
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-15
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-16
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-17
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-18
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-19
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-20
Work It Out Activity
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-21
NONASSERTIVE LANGUAGE
AND ACTIONS
Poor eye contact
Limp handshake
Rambling speech
Use of paralanguage
Apologetic words or tone
Soft, subdued tone
Finger pointing/blaming
Nervous gestures/fidgeting
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-22
ASSERTIVE LANGUAGE
AND 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
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-23
PROVIDING ASSERTIVE SERVICE
Facial expressions
Voice
Posture
Gestures
Eye contact
Win-Win solutions
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-24
FIVE FORMS OF CONFLICT
Between individuals
Between individual and group
Between individual and
organization
Between organizational group
Between organizations
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-25
CAUSES OF CONFLICT (1)
Conflicting values and beliefs
Personal style differences
Differing perceptions
Inadequate or poor
communication
Contrary expectations
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-26
CAUSES OF CONFLICT (2)
Inadequate communication
Goals out of sync
Opposition over shared resources
Outcomes dependent of others
Misuse of power
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-27
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
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-28
SALVAGING RELATIONSHIPS
Reaffirm value of relationship
Demonstrate commitment
Be realistic
Remain flexible
Keep communication open
Gain commitment
Monitor progress
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.
3-29
CONFLICT RESOLUTIONS
STYLES
Avoidance
Compromise
Competition
Accommodation
Collaboration
McGraw-Hill/Irwin
© 2005 The McGraw-Hill Companies, Inc., All Rights Reserved.