The Language of POSITIVE COMMUNICATION Session Objectives Discuss the importance of first...
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Transcript of The Language of POSITIVE COMMUNICATION Session Objectives Discuss the importance of first...
![Page 1: The Language of POSITIVE COMMUNICATION Session Objectives Discuss the importance of first impressions Look at ways we can project a positive attitude.](https://reader035.fdocuments.in/reader035/viewer/2022070401/56649f1d5503460f94c349a2/html5/thumbnails/1.jpg)
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The Language of POSITIVE
COMMUNICATION
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Session Objectives
Discuss the importance of first impressions
Look at ways we can project a positive attitude
Discuss three forms of positive communication
Emphasize the practice and impact of courtesy
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Video Presentation
The Language of Positive Communication
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Question For Consideration
How quickly do you form a first impression of someone’s attitude
toward you?
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Three Forms Of Positive Communication
Spoken Words 7%
Tone of Voice 38%
Body Language 55%
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COURTESY
Webster definition:
1. Courteous behavior; gracious politeness.2. A polite helpful or considerate act or remark. 3. An act or usage intended to honor or compliment.
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How Do We ProvideCourteous Service?
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Positive Communication Exercise
Break into groups of two and practice your responses to the provided situations.
Which forms of positive communication will you use to BEST respond to each situation?
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Self-Assessment Exercise
How would you decide the first impression you make on the feelings of our customers?
Do you think the impression you make on co-workers or family or friends is different than the impression you make on customers?
How is it similar or different?
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Quality Service Means...
Showing courtesy to others by communicating
in a positive manner.
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Remember...
In order for us to be a successful organization in service to our external customers, we must first serve each other.
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Next Topic...
Effective Questioning and Listening
“Are you sure you heard what I said you asked when you asked what I meant
when I answered your question?”