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Cs presentation final

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  • 1. Conversationskills
    By:
    Vijay Thakor
  • 2. How To Develop Great Conversation Skills
  • 3.
    • How To Improve Your Conversation Skills
    If you want to succeed in social settings, relationships, and business, one way to ensure your success is to be a great listener and to master conversation skills.
    The art of conversation is a skill shared by most successful people. Good conversation promotes an image of self-confidence, intelligence, and wittiness.
  • 4.
    • Here’s How
    There are a few simple rules you can follow to help you become a better listener, therefore enhancing your conversation skills.
  • 5. 1. Stop talking.It sounds very simplistic but if you are constantly talking, how can others express themselves? Make an effort to shift the focus of the conversation to the other person.There is more to conversation skills than talking...Be aware of your own body language. Match the other person's body language by leaning forward when they lean forward, etc.Attention to small details will give the person you are speaking with a feeling that you truly hear what they are saying and that you are genuinely interested in their opinions. This is a secret of good conversation skills.
  • 6. 2. Pay attention to the tone of your voice.Even if you are only giving brief answers or asking short questions, the tone of your voice plays a major part in communicating effectively and displaying good conversationskills.If your tone suggests a condescending attitude, boredom, or anger, you will lose your audience and people will no longer want to spend time speaking with you or listening to what you have to say.Superior conversation skills are based on mutual respect.A respectful, preferably friendly tone will allow you to communicate efficiently and earn you the respect of others.
  • 7. 3. Ask Questions
    In order to move the conversation forward, ask questions to clarify or invite additional information. Questions indicate that you are fully attentive to what is being said and that you have a real interest in the speaker's views.Give your full attention to the speaker. When you show others that you want to hear them, they will automatically grant you the same courtesy. Do this and your conversation skills will improve.
  • 8. 4. Engage in light, pleasant conversation as often as you engage in meaningful, direct conversation. If you always guide the conversation in the direction of achieving your goal, you will leave the impression of distance and a superior attitude. This is not a hallmark of great conversation skills. People want to feel appreciated and unique. Make a point to address each person you encounter and do so in a positive, friendly manner. Conversation skills include treating others as you would like to be treated.
  • 9. 5. Always say what you think, not what you think others want you to say.
    Especially in a professional setting, learning to express your views and ideas in a positive, non-threatening manner will invite reactions and responses. Effective leaders always say what they are thinking and express their ideas freely. The art of conversation is based on being yourself.
  • 10. TELEPHONE SKILLS
  • 11. Introduction
    tools we have at our disposal.
    • “Your voice is your personality over the telephone”. It makes an immediateimpression that can portray you as:
    • 15. friendly or distant
    • 16. confident or timid
    • 17. spontaneous or mechanical
    • 18. relaxed or nervous
  • Basic Telephone Skills
    • Tone of voice -
    • 19. FLAT & INDIFFERENT- bored, lack of interest in job, not interested in caller or conversation
    • 20. ENTHUSIASTIC - interested in the conversation, likes job, wants to help caller
    • 21. CARING - interested in caller, wants to help
    • 22. COLD - hostile, hates job, wants to be anywhere but here
  • Basic Telephone Skills
    • You need to speak at a rate that can be understood-
    • 23. A slower rate of speech may indicate confusion or fatigue
    • 24. A faster rate of speech might indicate anger or impatience
  • Basic Telephone Skills
    • Effective Listening skills
    • 25. Pay attention
    • 26. Assess the customers level of expertise
    It’s very valuable to know if they are novices or experts
    Knowing their level can save a lot of time
    • Echo important points
    • 27. Take notes
  • Basic Telephone Skills
    Be polite
    Use “please” and “thank you”
    Be clear and concise using short, simple, descriptive words
    use language the caller understands
  • 28. Basic Telephone Skills
    Use the caller’s name during the conversation
    Ask questions to check for understanding
    Let caller hang up first
  • 29. Answering Phone Calls Effectively
    Answer the phone promptly
    within 3 rings is standard practice
    Think about your words and how they might be received
    Let the caller hear you smile!
  • 30. TAKING MESSAGES EFFECTIVELY
    • Date and time of call
    • 31. Caller’s name and phone number
    Repeat for verification
    • Name of person message is for
    • 32. Action to be taken
    (Please call, will call back)
  • 33. ENDING THE CALL
  • 34. ENDING THE CALL
    Thank the caller
    Assure that promises will be fulfilled
    Leave the caller with a positive feeling
  • 35. Thank you..