Download COMMUNICATION & PERSONALITY DEVLOPMENT

COMMUNICATION & PERSONALITY
DEVLOPMENT
WHAT IS COMMUNICATION ?
What are the most common
ways
we communicate?
Written Word
Communication As An Entire
Behavioural Process
Habit
Mannerism
Appearance
Etiquette
Its not just what you say…but
how you say it!
Voice Conversation
Face to Face
Tone of
Voice
38%
Words
7%
Body
Language
55%
Words
14%
Tone of Voice
86%
• In a study of communication at the University of
Pennsylvania in 1970 (Kinesics and Communication,
R. Birdwhistle), the researchers determined that in
communication, 7% of what we communicate is the
result of the words that we say, or the content of our
communication. 38% of our communication to
others is a result of our verbal behaviour, which
includes tone of voice, timbre, tempo, and volume.
55% of our communication to others is a result of our
nonverbal communication, our body posture,
breathing, skin colour and our movement. The match
between our verbal and non-verbal communication
indicates the level of congruency.
3 V’s
Verbal - Speak & Write
Non Verbal
Voice
“ ENERGY ”
Spoken Words
All communication methods are important, but
our 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, same
culture)!
UNTANGLE THE TANGLE
Basic Telephone Etiquette
• Differentiate in talking on the telephone & in
person
• Improve Voice Quality
• Listen actively
• Paraphrase
• Hold & Mute
• Transfer Calls
• Take Messages
• Exhibit Telephone courtesy
GREET THE CALLER
A greeting should always be the entry
point of phone conversation. It indicates
your friendliness and openness
your willingness to provide quality service
GIVE YOUR NAME
This basic act of courtesy lets the caller know that
he or she has reached the correct person, department
or company.
CALL STRUCTURE (OPENING)
“Good Morning,
This is <your first name>, How may I help you?”
ASK THE CUSTOMER IF YOU CAN
HELP
Saying “how may I help you?” completes the
telephone answering etiquette by demonstrating that
you and your company are ready and are available to
assist the customer with his or her needs.
It pays to write down the customer’s name and
use it regularly in your conversation.
Remember……
Answer the call in the Three Rings
Greet the caller
Give your name
Ask the customer if you can help
THE BODY OF THE
CALL
1. Validate a Customer
2. Hold & Mute
Procedure
3. Transfer a call
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
LET ‘EM HEAR YOU LISTENING
WHAT IS VERBAL FEEDBACK…
Verbal feedback is a variety of short
responses that lets the caller know that
you’re listening and paying attention
Verbal feedback responses include
expressions like, “All Right”, “I
Understand”,
“I’m making a note of that right now”
How can we improve our listening &
facilitation skills?
PARAPHRASING
Restating what
another has said
in your own
words
SUMMARIZING
Pulling together
the main points
of a speaker
QUESTIONING
Asking relevant
questions to help in
better way and
reduce errors
BARRIERS TO CONCENTRATION
External
Internal
The mind can process information
faster than most people talk
The mind has a habit of wandering
Pre-occupation
PRACTICES TO AVOID
Avoid interrupting the customer.
When you interrupt, it shows you do not care.
Avoid speaking too fast, too slow.
Avoid using Jargon
MESSAGES IN COMMUNICATION
What You Want To Say
What You Really Say
What The Other Person Hears
What The Other Person Thinks Is
Heard
What The Other Person Says About
What You Said
What You Think The Other Person Said About
What You Said
Barriers To Communication
Inattention
Excessive Information
Language
Perception
Fears
Poor Listening Skill
EVERY CALL IS ‘NOTEWORTHY'
NOTES
Making notes is recommended. The human
memory is not perfect
Written notes give you a record of the
customer’s name and message
including correct spellings
case reviews
and accurate contact information
• Jotting notes during phone conversations
will help you “Actively listen”.
PHRASEOLOGY
SOME CASUAL WORDS
SOME PROFESSIONAL WORDS
Ya
Yes Sir, that’s right Sir
OK
Very well Sir, Certainly Sir
Sure
Very well Sir, Certainly Sir
One Sec
Kindly hold on Sir, Let me check it for you
Just a minute
Sir.
Who’s
If the call is for you, Who am I speaking
speaking???
to please OR Who’s calling please?
If the call is for another person, Who shall
I say is calling? OR Who shall I say called?
I’ve no idea!
Let me check and find out.
HOLD AND MUTE PROCEDURE
WHY IS THIS IS IMPORTANT?
If incorrectly used, it could lead to
being rude, unprofessional and also
affect the quality of the call.
HOLD AND MUTE PROCEDURES
HOLD - Caller is aware of being on hold & will
hear music
MUTE - Caller will not hear anything, line will go
blank & he/she may not be aware of being on
hold
MUTE PROCEDURES
Should only be used if the hold time is less or
equal to 30 sec.
For a short query when resource is close at hand.
Clearing your throat, coughing or sneezing.
PERMISSION TO PUT ON HOLD
Ask the customers if you may put them on hold
Because it is an
inconvenience to your
customers to be put on
hold, you should always ask
permission before putting them
on hold.
* Remember you don’t
like to wait either.
Does anybody know
I’m here
Have I been forgotten
Why is this taking so
long
Should I hang up
#*%*#
WAIT FOR A RESPONSE
“Can you hold---”click is a situation so common that
customers might be surprised to see you waiting for a
response.
The second part of of putting someone on hold is to
wait for a positive response from the customer’s side.
As soon as the customer agrees to hold say “Thank You”
before clicking the hold button.
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 on
hold if they have a mental picture of what’s
the service associate doing while away from
the phone. Be sure the information is
pertinent.
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 to
sort out. Would you like to hold or do you want me to
call you back?
Eternity (over 3 minutes) - Ask for a number to call him/
her back.
THANK THE CUSTOMER
FOR HOLDING
Saying “ Thank You for your patience” is very
basic,good and common courtesy.
This action nicely rounds off the on-hold sequence
and acknowledges the caller’s understanding and
patience.
TO SUMMARIZE…
Ask the customers if you may put them on hold
Tell the customers ‘Why’’
Give a time frame
Wait for a response
Thank the customer for holding
TRANSFERRING A CALL
Sometimes you will not be able to solve the
problem on the spot. Often you will need
more information, or the call may have to
be handled by another person.
Explain why the call is being
transferred
Ask if the customer minds
being transferred
Ensure someone is there
to pick up the call before hanging up
Tell the person to whom the call is getting transferred, the customer’
name and purpose of call
EXPLAIN CO-WORKER’S ABSENCE
POSITIVELY
Customers rarely want to hear gruesome details as to why
the person they’re trying to reach is unavailable.
Likewise your co-workers will not like their private
lives discussed with customers.
Use..
Jai isn’t available at the moment /
Raj just stepped out /
Nikita is in a meeting,
May I help you?
TELEPHONE COURTESY
Never be rude to a caller, no matter how nasty they
are. Always remember to handle yourself in a
professional manner.
Use the ASAP technique:
A:-Apologize and Acknowledge the callers feelings
S: Don't Sympathize with the caller.Empathize
A: Accept responsibility
P: Prepare to Help.
HANDLING SWEARERS
Making the caller aware of what he is saying will halt the
swearing.
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.
ENDING THE CALL
KEY ACTIONS FOR ENDING
THE CALL
Repeat any action steps that you and the
customer have agreed upon
Ask the caller if you can do anything else for
him/her.
Thank the customer for calling and
appreciate his effort and time.
Let the caller hang up first.
Write down any relevant information as soon
as you get off the phone.
CLOSING THE CALL...
Effective phrases for closing
You 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
Thank You