Communication is a process by which information is transmitted from one person to another and it elicits a response.
Why communication matters!★ Good communication is a skill needed to be successful in whatever we do.★ Good communication is paramount especially in a crisis situation.★ Customer service is all about good communication skills.
Try to think of a job thatdoesn’t include communication and customer service?
Communicating effectively with others includes …★ Speaking★ Listening★ Body Language
SpeakingOne-on-One★ Eye contact and body language★ Both are equally criticalTelephone★ Remember the ﬁve customer service rules★ Identify, Take Time, Listen
ListeningListening is the key to great communication.★ The best communicators are listeners.Stop what your doing★ This includes typing and texting.Make eye contact★ It’s OK to take notes but …Muzzle your internal debater★ Stay calm and quiet.
Body Language★Eye contact★Body posture★Facial expressions
What is a positive attitude?★ Attitude is the way you communicate your mood to others.★ When you are optimistic, you transmit a positive attitude and people respond to you favorably.★ When you are pessimistic, your attitude is negative and people tend to avoid you.
Attitude and Career Success★ In the work environment, it is your attitude that makes the difference.★ Building and maintaining healthy relationships with superiors and co-workers is the key to success.★ Nothing contributes more to organizational success than a positive attitude.
Your attitude and work?★Take the time to do a personal survey: • Would you hire you? • Would you like to work for you?
Just how happy are we?★ In a recent survey ... • 80% of the people said that they “woke up happy”. • 79% of the people said that they considered themselves “an optimist”.
Major sources of happiness ...1.Relationship with children.2.Friends/friendship.3.Helping others.4.Relationship with spouse/signiﬁcant other.5.Job/employment.
Some ways to get happy!★ Throw out non-essential numbers (like age, weight, and height).★ Surround yourself with happy friends.★ Never stop learning.★ Enjoy the simple things.
What about attitude?★ You, and only you, are in charge of your attitude.★ Attitude is your choice to make.★ Your attitude will determine what you get or won’t get out of life!