Tuesday, August 28 th Agenda: Customer Service Article review from yesterday Activity – opener ...
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Tuesday, August 28 th Objective: Have a better understanding of the impact and importance of effective communication. Agenda: Customer Service Article review from yesterday Activity – opener Notes – presentation “The Language of Positive Communication” Service First Video - worksheet
Tuesday, August 28 th Agenda: Customer Service Article review from yesterday Activity – opener Notes – presentation “The Language of Positive
Tuesday, August 28 th Agenda: Customer Service Article review
from yesterday Activity opener Notes presentation The Language of
Positive Communication Service First Video - worksheet
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First Impressions & Communication
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First impressions provide visitors with a glimpse into what
type of service they can expect and how well they will be treated
by your business.
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First impressions are created within 3-5 seconds. Make the best
of this time!
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First impressions are generally communicated before we even
have a chance to speak and can leave a lasting impression upon
visitors.
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First impressions can be left through multiple channels of
communication by email, telephone, or in person.
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Negative first impressions can reflect badly upon yourself,
your business, your community, and ultimately Alaska.
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Communication Sharing information with others by speaking,
writing, moving your body, or using other signals.
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Ineffective Communication Happens when thoughts, ideas, and
words transmitted from one individual to another become either
garbled or are not understood correctly
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3 Forms of Communication Verbal Vocal Non - Verbal
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Verbal Communication Words Slang Vocabulary 7%
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38%
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Non-Verbal Communication 55%
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Wednesday, August 29 th, 2012
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Objective: Practice efficient communication through hands on
activities.
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Verbal Communication Skills
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Importance of Effective Communication CONCEPT: You represent
your organization, and customers will respond according to you and
your actions.
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Involves a sender and a receiver, who each contribute to the
communication process. Part of the communication process is
deciding which is the best channel to ensure clear message
delivery.
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One of the two primary elements of a two-way conversation.
Originates messages to a receiver.
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One of the two primary elements of a two-way conversation.
Gathers the senders message and decides how to react to it.
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A communication delivered through speech or signals, or in
writing.
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Term used to describe the method through which people
communicate messages. Examples are face to face, telephone, e-mail,
written correspondence, and facsimile.
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The stage in the interpersonal communication process in which
the sender decides what message will be sent and how it will be
transmitted along with considerations about the receiver.
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Stage in interpersonal communication process in which messages
received are analyzed by a receiver in an effort to determine the
senders intent.
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The stage of the interpersonal communication process in which a
receiver responds to a senders message.
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Objective: To be able to understand the difference between
assertive and nonassertive communication and how this plays a role
in conflict management. Objective: To be able to understand the
difference between assertive and nonassertive communication and how
this plays a role in conflict management.
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Involves projecting a presence that is assured, confident, and
capable without seeming to be aggressive or arrogant.
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One who communicates in a way that always puts others feelings
above their own.
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Communicates in a way that doesnt regard others and their
feelings. 7 min. clip on Assertive Behaviors
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Monday, September 10th Computer Lab thank you letters to Mr.
Okeson
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Tuesday, September 11 th Objective: To be able to present what
you know about being assertive, passive, and aggressive.
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Concept: Use positive words or phrases, rather than emphasize
the negative. Customers do not want to hear what you cant do; they
want to hear how youre going to help satisfy their needs or
expectations.
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Concept: A positive approach can produce positive results.
Offer Assistance Be prepared Provide Factual Information Be helpful
Accept Responsibility Take Appropriate action
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Why do you feel that way Why dont you like? Why do you need
that feature? Why do you want that color? What makes you feel that
way? What is it that you dont like about? How is that feature going
to be beneficial to you? What other colors have you
considered?
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Objective: To have the ability to explain what Emotional I.Q.
is and its importance for success.
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Rapport The silent bond built between two people as a result of
sharing of common interests and issues and demonstration of a
win-win, I care attitude.
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Pet Peeves Refers to factors, people, or situations that
personally irritate or frustrate a service provider and which, left
unchecked, can create a breakdown in effective service.
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Objective: Be able to recognize various nonverbal cues and
their effect on customers
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1.Do you feel safe walking around your community by yourself?
2.Have you ever committed a crime? a.) Yes b.) No 3.Have you or
anyone in your immediate household been a victim of crime? 4.What
do you think the highest crime committed from teenagers is? 5.What
do you think is the most commonly broken rule at CTHS? 6.Do you
think Alaska has more crime compared to other states? 7.Do you
think media (video games, television, music) have an effect on
crime? 8.Do you watch any TV crime dramas (CSI, NCIS, Law &
Order)? If so, which one is your favorite? 9.What grade do you give
the American Criminal Justice System ? 10. Which type of crime do
you think deserves more attention from law enforcement agencies?
Corporate and white collar crime Organized crimeProperty crime
Violent crimeOther (please specify)
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Providing Feedback Concept: Your feedback could affect the
relationship you have or are building with your customers. The
effect may be (+) or (-), depending on the content &
delivery.
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Concept: Nonverbal messages can contradict or override verbal
messages. When in doubt, people tend to believe nonverbal messages.
What is nonverbal communication?
Appearance and Grooming Hygiene = healthy maintenance of the
body through such practices as regular bathing washing of hair
brushing of teeth cleaning of fingernails using commercial products
to eliminate or mask odors
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Objective: To complete 6 scopes of nonverbal behavior.
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Appearance and Grooming Clothing and Accessories No matter what
type of clothing is designated in your organization, clean and
pressed clothing as well as polished shoes (where appropriate),
help to project a positive, professional image. Casual dress down
days????
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Spatial Cues Nonverbal messages sent on the bases of how close
or far someone stands from another person. Relates to the invisible
barrier surrounding people in which they feel comfortable
interacting with others.
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Any aspect of the workplace with which a customer comes into
contact.
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Personal Habits Time Allocation & Attention Follow-Through
Proper Etiquette & Manners Color
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Concept: Research indicates that boys & girls & men
& women behave differently. Young children are sometimes
treated differently by their parents because of their gender
preference.
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Concept: To be successful in a global economy, you need to be
familiar with the many cultures, habits, values, and beliefs of a
wide variety of people Outcome of people from various countries or
backgrounds coming into contact with one another and potentially
experiencing misunderstandings or relationship breakdowns.
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Unprofessional handshake Fidgeting Pointing a finger or other
object Raising Eyebrow Peering over glasses Crossing arms or
putting hands on hips Holding hands near mouth Unproductive
Behaviors
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Customer Focused Behavior
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1.When appropriate, give feedback immediately when
communicating face to face or over the telephone. 2.Communicate in
a clear, concise manner. 3.Remain objective and unemotional when
providing feedback 4.Make sure that your feedback is accurate
before you provide it. 5. Use verbal and nonverbal messages that
are in congruence (agree with each other). 10 tips for effectively
providing feedback:
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Positive Feedback Tips Cont 6. Verify the customers meaning
before providing feedback. 7. Make sure that your feedback is
appropriate to the customers original message (active listening
helps in getting the original message). 8. Strive to clarify
feedback when the customer seems unclear of your intention. 9.
Avoid overly critical feedback or negative language. 10. Do not
provide feedback if it could damage the customer-provider
relationship.
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Objective: To have a better understanding for the impact of
listening skills in communication.
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Interaction with people and Proxemics Clip of Patch Adams
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part Summarize what you learned in one of your classes this
morning. What makes you a good listener? What makes you a poor
listener?
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part 5 2 1.Describe why listening is important to customer
service. 2.Define the four steps in the listening process. 3.List
the characteristics of a good listener. Skills for Success
Listening to the Customer Learning Objectives, Chapter 5
McGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies, Inc.
All rights reserved.
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4.Recognize the causes of listening breakdown. 5.Develop
strategies to improve your listening ability. 6.Use
information-gathering techniques learned to better serve customers.
Learning Objectives, continued
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What is listening? Listening is an active, learned process
consisting of four phases: 1.Receiving/hearing the message
2.Attending 3.Comprehending/assigning meaning 4.Responding
Listening: the primary means of gathering information.
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The Listening Process
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Objective: To be able to recognize different listening barriers
and how to overcome them.
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Characteristics of a Good Listener Good listeners practice
Empathy Understanding Patience Attentiveness Objectivity
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Friday, September 21st Objective: To be able to decipher a poor
vs. a good listener.
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part Summarize what you learned in one of your classes this
morning. What makes you a good listener? What makes you a poor
listener?
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part 5 2 1.Describe why listening is important to customer
service. 2.Define the four steps in the listening process. 3.List
the characteristics of a good listener. Skills for Success
Listening to the Customer Learning Objectives, Chapter 5
McGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies, Inc.
All rights reserved.
Slide 78
4.Recognize the causes of listening breakdown. 5.Develop
strategies to improve your listening ability. 6.Use
information-gathering techniques learned to better serve customers.
Learning Objectives, continued
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What is listening? Listening is an active, learned process
consisting of four phases: 1.Receiving/hearing the message
2.Attending 3.Comprehending/assigning meaning 4.Responding
Listening: the primary means of gathering information.
Slide 80
The Listening Process
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Characteristics of a Good Listener Good listeners practice
Empathy Understanding Patience Attentiveness Objectivity
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Listening Breakdowns Happen: Why? Personal obstacles External
obstacles Additional obstacles Poor customer service may result
from a breakdown in listening.
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Ways to Improve Listening: 1.Stop talking. 2.Prepare yourself.
3.Listen Actively. 4.Show a Willingness to Listen.
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Ways to Improve Your Listening 5. Show empathy. 6. Listen for
concepts. 7. Be patient. 8. Listen openly.
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Ways to Improve Listening, continued 9. Send positive nonverbal
cues. 10. Dont argue. 11. Take notes, if necessary. 12. Ask
questions.
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Biases Psychological Distracters Physical Conditions Circadian
Rhythm Preoccupation Hearing Loss Listening Skill Level Thought
Speed (125 to 150 words per minute) Faulty Assumptions
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Information Overload Other People Talking Ringing Phones
Speakerphones Office and Maintenance Equipment Physical
Barriers
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Objective: To have a better understanding of open vs. close
ended questions. Tuesday, September 25 th
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Using questions to sort out facts Open-end questions Closed-end
questions Avoid criticism Ask positively phrased questions Ask
direct questions Ask customers how you can better serve them.
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Questions for the Listener, Fig. 5.3
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Characteristics of Effective and Ineffective Listeners, Fig.
5.5
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Indicators of Poor Listening, Fig. 5.6
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Listening Breakdowns Happen: Why? Personal obstacles External
obstacles Additional obstacles Poor customer service may result
from a breakdown in listening.
Slide 96
Ways to Improve Listening: 1.Stop talking. 2.Prepare yourself.
3.Listen Actively. 4.Show a Willingness to Listen.
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Ways to Improve Your Listening 5. Show empathy. 6. Listen for
concepts. 7. Be patient. 8. Listen openly.
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Ways to Improve Listening, continued 9. Send positive nonverbal
cues. 10. Dont argue. 11. Take notes, if necessary. 12. Ask
questions.
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Objective: To be able to explain the difference between an open
and closed ended question.
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Using questions to sort out facts Open-end questions Closed-end
questions Avoid criticism Ask positively phrased questions Ask
direct questions Ask customers how you can better serve them.
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Questions for the Listener, Fig. 5.3
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Characteristics of Effective and Ineffective Listeners, Fig.
5.5
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Indicators of Poor Listening, Fig. 5.6
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Objective: 1 st Take Test E.O.W. = Monday Ryan and Blake 4 th
Employee of the Week Presentations