*Lets learn to Communicate Effectively

*Objective of the sessionAt the end, we will be able to facilitate in :

Increasing Our 1. Communication skills2. Confidence and self esteem 3. Ability to handle stress4. Listening to others patiently5. Initiating & maintaining conversations6. Problem solving & Decision making

Reducing our 1. Communication hurdles2. Anxiety stress and fear3. Depression4. Negative thinking5. Anger6.Embarrassment

*What we will gain?Greater self esteemIncreased personal awarenessClearer insight into what you wantMore respect from your friends and colleaguesIncreased understanding about what you do wellIncreased pleasure and less stress from your workConfidence and a positive approach to new suggestions

*What is Communication?

Everything we do is Communication

Are you saying what you mean?

Are you meaning what you say?

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*Barriers to CommunicationLack of Sensitivity for the customer Lack of basic communications skills Inadequate Feedback Lack of InterestLack of knowledge Listening Skills External Environment Emotional Interference

*Effects of bad CommunicationOut of the entire customers you lost

3% move away10% go away for cheaper prices19% are chronic customers68% leave due to bad service

* How to ask the right questions? How many times do we use I ? How do I learn the right way to ask questions? Never Interrupt, but Why ? Why we should avoid joke telling um mer how do I stop this ? How do I keep the negative comments out of my conversations? How to empathize with my listener?Questions in your mind ?

*Let me answer this

*What makes an individual a good communicator?

*A good communicator knows what she is talking about or writing about. Being clear about the topic being discussed is essential for effective communication.An unclear conversation will turn-off the customer and the net result is wasted effort and frustration or disappointment for oneself. What makes an individual a good communicator?

*Tips for Improving CommunicationBe focusedKnow your audience Be SincereBe PositiveAttitude = 100%

*Be FocusedWhat you say, should be clear, crisp and to the point Deviating frequently or beating around the bush will lose you, and your customer faster than anything elseThere is also a danger of sounding or seeming unsure of yourself or your ideas and the resulting loss of reliability

*Brevity is the soul of wit Say what you have to say in short, straight simple sentences Use the kind of vocabulary that gives accuracy to your statements

*Know your Customer What you say and how you say should be tailored for the kind of customer you are addressing

Say what is directly relevant and Useful for your customer

Ensure that it is of interest to them and will benefit them in some way

*Never Forget A good communicator never forgets the need to create a friendly and professional environment

Are you saying the right thing at the right time?

Are you saying all that needs to be said to give a holistic picture?

Your thoughts should reflect the reality of the time or the current situation

*Be sincere in your utterancesSay something only when you genuinely feel it is important for you to say itArtificiality is easily perceptible to others

*Be + in your thoughtsIf you are not convinced of the worth of your utterances, nobody willThe more passionate you are about something, the more your words will ring with the truth of your convictions Let the words fill up with emotion the depth of truth

*ATTITUDESUCCESSIt is OUR ATTITUDE towards People and Work that makes OUR Life 100%

*Reach out to your customer Bridge the gap between yourself and your customer Allow and create openings for the listener to clarify doubts if any by checking their understanding of information This will help you better, your communication in the future

*This is a bonus point! Take it or leave it.There is no contradiction between doing well and doing right. Indeed, doing right is a necessary condition for doing well.

*Words that are out of tune with times Words that bring grief in the end Words that bring pain to others Are, any day, as good as poison

*Color Recall and picture visualization

Look at the picture on the right for 5 seconds, then close your eyes and recall as many colors as possible. Also try to recall as many fruits as you can recognize in this picture.

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*Art of Saying NO The one word every single customer hates to hear is NO

But sometimes, the only appropriate response from the company is NO"

*Try saying NO using the

Methodall answers Art of Saying NO S AU

*Understanding Statement Never say no to a customer without first demonstrating that you understand fully their request or question It is very important that the customer feels you understand the inconvenience they have experienced If they don't feel you understand what they are feeling, they may become more difficult to handleArt of Saying NO

*SituationExplain exactly why you will have to refuse the customers requestAction When you have to say no, you still have to offer an option In the Action step you tell the customer what you can doIn a real-world situation, heres how the USA method works: ...Art of Saying NO

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Let's say you have a customer on your phone who is demanding to speak with your supervisor.

Understanding Statement: I respect your need to speak with someone in authority. Situation: My supervisoris counting on me to do my job and resolve problems our customers encounter. Will you please give me an opportunity to try to solve the problem before we go any further? Action: "If after speaking with me, you are still unhappy, Ill immediately connect you with my supervisor. How does that sound? Exercise

*Quick Tips to effective Communication In the Work PlaceAnswer promptly on the first ringAsk questions to stay involved in the conversationAvoid the use of slang words Try not to use abbreviations The sweetest music to a person is the sound of his/her own name Take notes when talking on the phone to help you stay focused on the conversation Make your voice and mannerism reflect that you are alert and at your best on every call

*8 Rules For Good Customer Service Answer your phoneListen to customersHandle complaintsBe courteousTake extra stepDo not make fake promisesGive correct info Be ready to give good service

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*Lets practice

*HOWDOYOUFEELNOW

*Thank You

*Lack of sensitivity to Receiver : A break down in communication may result when a message is not adapted to its receiver. We need to recognize the receivers needs, status , knowledge of the subject and language skills and assists him/her. Eg : If a customer is angry, and effective response may be just to listen to the person vent for a while.

Lack of Basic Communications skills : Customer is likely to understand the message if the deliver has trouble choosing the precise words needed and arranging those words in a grammatically correct sentence.Insufficient knowledge of the topic will give an unclear or mixed message to the customer. Eg : If you purchase an electronic machine like oven/ computers, and experience how some salespeople can explain complicated terms and ideas in a simple way ? While others cannot.

*Brevity is the soul of wit: Short words should be used to provide the information smartly and intelligentlly