COMMUNICATION & PERSONALITY DEVLOPMENT

8/7/2019 COMMUNICATION & PERSONALITY DEVLOPMENT

1/54

COMMUNICATION & PERSONALITYDEVLOPMENT


2/54

WHAT IS COMMUNICATION ?


3/54


4/54

What are the most common

wayswe communicate?

Written Word


5/54

Communication As An Entire

Behavioural Process

Habit

Mannerism

Appearance

Etiquette


6/54

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%


7/54

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.


8/54

3 Vs

Verbal - Speak & Write

Non Verbal

Voice ENERGY


9/54

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


10/54

Basic Telephone Etiquette

UNTANGLE THE TANGLE


11/54

Differentiate in talking on the telephone & inperson

Improve Voice Quality

Listen actively Paraphrase

Hold & Mute

Transfer Calls

Take Messages

ExhibitTelephone courtesy


12/54

GREET THE CALLER

Agreeting should always be the entrypoint of phone conversation. It indicates

your friendliness and opennessyour willingness to provide quality service


13/54

GIVE YOUR NAME

This basic act of courtesy lets the caller know thathe or she has reached the correct person, department

or company.


14/54

Good Morning,

This is , How may I help you?

CALL STRUCTURE (OPENING)


15/54

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.


16/54

Answer the call in the Three Rings

Greet the caller

Give your name

Ask the customer if you can help

Remember


17/54

THE BODY OF THE

CALL1. Validate a Customer2. Hold & Mute

Procedure

3. Transfer a call


18/54

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


19/54

LET EM HEAR YOU LISTENING


20/54

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


21/54

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


22/54


23/54

Avoid interrupting the customer.

When you interrupt, you cant listen.

INTERUPTING THE CUSTOMER


24/54

PRACTICESTO AVOID

Avoid interrupting the customer.When you interrupt, it shows you do not care.

Avoid speaking too fast, too slow.

Avoid using Jargon


25/54

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


26/54


27/54

Barriers To Communication

Inattention

Excessive Information

Language

Perception

Fears

Poor Listening Skill


28/54

Avoid dead air - it can upset callers

DEAD AIR


29/54

EVERY CALL IS NOTE-WORTHY'


30/54

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


31/54

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!


32/54


33/54

HOLDAND MUTEPROCEDURE

WHY ISTHIS IS IMPORTANT?

If incorrectly used, it could lead tobeing rude, unprofessional and alsoaffect the quality of the call.


34/54

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


35/54

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.


36/54

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


37/54

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.


38/54

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.


39/54

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


40/54

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.


41/54

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.


42/54


43/54

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


44/54

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.


45/54

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


46/54

EXPLAIN CO WORKERS ABSENCE


47/54

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?


48/54

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.


49/54

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.


50/54

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


51/54

ENDING THE CALL

KEY ACTIONS FOR ENDING


52/54

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.


53/54

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


54/54

Thank You

Documents

COMMUNICATION & PERSONALITY DEVLOPMENT