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Communication Skills

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عسى أن تكون علما ينتفع به

عسى أن تكون علما ينتفع به

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  • Lip tense, forehead wrinkle and eyes glare without salespeople realizing, they are disclosing their feeling to the customer. But salespeople can control them only with practice.
  • Transcript

    • 1. CONTENTS 1. Introduction to communication 2. Sending verbal message 3. Listening to verbal message 4. Sending non-verbal message 5. Reading non-verbal message
    • 2. INTRODUCTION TO COMMUNICATION
    • 3. INTRODUCTION TO COMMUNICATION Definition Communication process Communication barriers Communication method
    • 4. DEFINITION
    • 5. COMMUNICATION Is a process whereby information is transferred and understood between two or more people.
    • 6. EFFECTIVE COMMUNICATION Transferring The right information To The right person At The right time In A cost-effective manner
    • 7. EFFECTIVE COMMUNICATION 50 % Said Heard Heard Listened Listened Understood Understood Believed Believed Remembered Is SaidRemembered 1/32
    • 8. COMMUNICATION PROCESS
    • 9. COMMUNICATION PROCESS Message Feedback Encoding EncodingDecoding Decoding Environment SENDER RECIEVER
    • 10. COMMUNICATION BARRIERS
    • 11. COMMUNICATION PROCESS Message Feedback Encoding EncodingDecoding Decoding Environment SENDER RECIEVER
    • 12. COMMUNICATION BARRIERS Communication breakdowns can be caused by:- 1. Encoding 2. Decoding 3. Environment
    • 13. COMMUNICATION BARRIERS 1- ENCODING & DECODING What a person want to say “We have an entire line of copiers. But I think the model 900 is ideally suited for your needs because it provides the basic copying function at a low price”
    • 14. COMMUNICATION BARRIERS 1- ENCODING & DECODING What the person says “The model 900 is our best selling copier. It is designed to economically meet the copying needs of small businesses like yours”
    • 15. COMMUNICATION BREAKDOWNS 1- ENCODING & DECODING What the customer hears: “The model 900 is a low price copier for small businesses”
    • 16. COMMUNICATION BREAKDOWNS 1- ENCODING & DECODING What the customer thinks: “this company makes low price copiers with limited features. They are designed for businesses that don’t have much money to spend for a copier. We need copier with more features. We should invest in a better copier that will meet our future needs”
    • 17. COMMUNICATION PROCESS Message Feedback Encoding EncodingDecoding Decoding Environment SENDER RECIEVER
    • 18. COMMUNICATION BREAKDOWNS 2- ENVIRONMENT Communication may be affected by the environment in which the communication process occurs, such as:
    • 19. COMMUNICATION BREAKDOWNS 2- ENVIRONMENT Noise They are sounds unrelated to message being exchanged by the salesperson and the customer. such as:  Ringing phones  Other conversations nearby
    • 20. COMMUNICATION BREAKDOWNS 2- ENVIRONMENT Physical People communicate more effectively when they are physically comfortable.
    • 21. COMMUNICATION METHODS
    • 22. COMMUNICATION METHODS People communicate with each other through: 1. Face to face interaction 2. Phone 3. E-mails 4. Letters.
    • 23. COMMUNICATION METHODS Interactivity: is a function of the time between sending message and getting a response to it. Verbal communication: is the transmission of ideas or thoughts through words. Non-verbal communication: is the expressions (body language, space and appearance) that communicate thoughts and emotions without using words.
    • 24. COMMUNICATION METHODS Face to face Telephones E-mail Letter High High Low Lowest Yes Yes Yes Yes Yes Limited No No Highest Low Lowest Moderate Interactivity Verbal channel Non-verbal channel Quantity of information
    • 25. Body Language 55% Voice Quality 38% Words 7% FACE TO FACE COMMUNICATION
    • 26. SENDING VERBAL MESSAGE
    • 27. SENDING VERBAL MESSAGE In order to properly send a verbal message, we should consider: A. Effective use of words 1. Characteristics of words 2. Using effective words 3. Painting word pictures B. Voice characteristics 1. Speech rate 2. Loudness 3. Inflection 4. Articulation C. Asking questions
    • 28. EFFECTIVE USE OF WORDS
    • 29. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS  Each industry has its own trade jargons.  Use simple words that could be easily understood by the other party.
    • 30. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS A.1. CHARACTERISTICS OF WORDS There are two types of words: 1. Concrete 2. Abstract
    • 31. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS Concrete They are fact oriented words and expressions which convey more information and less likely to be misinterpreted than abstract. “The mineral content of this water is one part per million”
    • 32. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS Abstract “This water is pure”
    • 33. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS Concrete It was extremely hot today It will be a long meeting Come early tomorrow Abstract
    • 34. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS A.2. USING EFFECTIVE WORDS Word artist have the ability to soft and appealing or strong and powerful.
    • 35. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS Cheaper More economical Prospect Future client Objection Area of concern Sign Approve Sell Get involved Contract Agreement Cost / Price Investment DON’T SAY SAY
    • 36. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS Appointment Visit Commission Fee of service Customer People we serve Problem Challenge Deal Opportunity Buy Own Down payment Initial investment DON’T SAY SAY
    • 37. SENDING VERBAL MESSAGE A- EFFECTIVE USE OF WORDS A.3. PAINTING WORD PICTURES  Salesperson can use word pictures to help customers understand the benefits of a product.  A word picture is a story designed to help the customer visualize a point.
    • 38. SENDING VERBAL MESSAGE In order to properly send a verbal message, we should consider: A. Effective use of words 1. Characteristics of words 2. Using effective words 3. Painting word pictures B. Voice characteristics 1. Speech rate 2. Loudness 3. Inflection 4. Articulation C. Asking questions
    • 39. VOICE CHARACTERISTICS
    • 40. SENDING VERBAL MESSAGE B- VOICE CHARACTERISTICS  A salesperson delivery of words affects how the customer will understand and evaluate his/her presentation.  poor voice and speech habits make it difficult for other party to understand the message.
    • 41. SENDING VERBAL MESSAGE B- VOICE CHARACTERISTICS B.1. SPEECH RATE  The average normal speech rate is 140 words per minute.  People who talk faster or slower than the normal rate should consciously try to slow down or speed up.
    • 42. SENDING VERBAL MESSAGE B- VOICE CHARACTERISTICS  Salespeople should vary their rate of speech, depending on the nature of the message and the environment in which the communication takes place.  Simple message should be delivered at faster rate, and more difficult concepts should be presented at slower rate.
    • 43. SENDING VERBAL MESSAGE B- VOICE CHARACTERISTICS  Telephone calls should be conducted at a low speech rate.  In noisy environment, the salespeople should speak at lower speech rate.
    • 44. TELEPHONE COMMUNICATION Voice Quality 84% Words 16%
    • 45. SENDING VERBAL MESSAGE B- VOICE CHARACTERISTICS B.2. LOUDNESS  Speech loudness should be tailored to the communication situation .  Generally, salespeople have to avoid monotony and learn to emphasize certain points of the presentation to indicate the customer that these parts are more important.
    • 46. SENDING VERBAL MESSAGE B- VOICE CHARACTERISTICS B.3. INFLECTION  Inflection is the tone of speech.  At the end of a sentence, the tone should decrease indicating completion of a thought.  When the tone goes up at the end of a sentence, listeners often sense uncertainty in the speaker.
    • 47. SENDING VERBAL MESSAGE B- VOICE CHARACTERISTICS B.4. ARTICULATION  Articulation is the production of recognizable sounds.  Poor articulation has three main causes: 1- Locked jaw 2- Lazy lips 3- Lazy tongue
    • 48. SENDING VERBAL MESSAGE In order to properly send a verbal message, we should consider: A. Effective use of words 1. Characteristics of words 2. Using effective words 3. Painting word pictures B. Voice characteristics 1. Speech rate 2. Loudness 3. Inflection 4. Articulation C. Asking questions
    • 49. ASKING QUESTIONS
    • 50. SENDING VERBAL MESSAGE C- ASKING QUESTIONS Objective: 1. To gets the other party to participate actively in the interview rather than just listening to the presentation. 2. To get the other party’s attention and ends up learning and remembering more about the idea you want to communicate.
    • 51. SENDING VERBAL MESSAGE C- ASKING QUESTIONS Recommendations before questioning: 1. Space out your questions 2. Ask short simple questions 3. Avoid leading questions 4. Use questions to collect information 5. Use questions to maintain the flow of information
    • 52. SENDING VERBAL MESSAGE C- ASKING QUESTIONS SPACE OUT YOUR QUESTIONS  When salespeople ask several questions, one right after another, customers may feel threatened.
    • 53. SENDING VERBAL MESSAGE C- ASKING QUESTIONS  Some customers react by disclosing less rather than giving more information.  Questions should be spaced out so the customer has time to answer each question in a relaxed atmosphere.  If several questions are really necessary, the salesperson might ask a permission question first.
    • 54. SENDING VERBAL MESSAGE C- ASKING QUESTIONS ASK SHORT SIMPLE QUESTIONS  Questions that have two or more parts should be avoided. Why?  Customer will not know which part to answer and the salesperson will not know which part has been answered.
    • 55. SENDING VERBAL MESSAGE C- ASKING QUESTIONS AVOID LEADING QUESTIONS  Questions should not suggest an appropriate answer.  Such questions may put a word in the customer’s mouth rather than drawing out what the customer actually think.
    • 56. SENDING VERBAL MESSAGE C- ASKING QUESTIONS e.g. Salesperson “ why do you think this product is a good one” Customer “ well, you said it has a low price and reliable”
    • 57. SENDING VERBAL MESSAGE C- ASKING QUESTIONS QUESTIONS TO COLLECT INFORMATION  Questions used to collect information usually starts with 4W and 1H.  The response for these questions gives the salesperson a better understanding of the customer problems.
    • 58. SENDING VERBAL MESSAGE C- ASKING QUESTIONS QUESTION TO MAINTAIN FLOW OF INFORMATION A good way to maintain the flow of information is to offer verbal and non-verbal encouragement, such as: 1. Really 2. Uh-huh 3. That’s interesting 4. Is that so
    • 59. SENDING VERBAL MESSAGE C- ASKING QUESTIONS Another approach for maintaining the flow of information is to make a positive requests for additional information such as: Can you give me an example of what you mean? Please tell me more about that?
    • 60. SENDING VERBAL MESSAGE C- ASKING QUESTIONS  A third type of approach for maintaining flow of information is to make neutral statement that reaffirm or repeat the customer’s comment.  This allows the salesperson to dig deeper, and stimulate customers to continue their thoughts in a logical manner.
    • 61. SENDING VERBAL MESSAGE C- ASKING QUESTIONS  By reaffirming a customer’s statement, the salesperson can respond to the customer without agreeing or disagreeing with him/her.
    • 62. LISTENING TO VERBAL MESSAGE
    • 63. LISTENING TO VERBAL MESSAGE Many people believe that effective communication is achieved by talking a lot.
    • 64. LISTENING TO VERBAL MESSAGE Inexperienced people think that they have to outtalk the other party. However, people who monopolize the discussion will not find out what the other party wants.
    • 65. LISTENING TO VERBAL MESSAGE 120-160 words per minute. 800 words per minute.
    • 66. LISTENING TO VERBAL MESSAGE Hearing Listening Active listening
    • 67. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING  Active listening is not a passive activity.  Good listeners project themselves into the mind of the speaker and attempt to feel what the speaker feels.
    • 68. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING  If a customer says that he needs a small Microphone, the salespersons should listen carefully to know: 1. What the term small microphone means to the customer? 2. How small it has to be? 3. What the customer is willing to sacrifice to get this small microphone.
    • 69. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING Suggestions for active listening include: 1. Repeating information 2. Restating or rephrasing information 3. Clarifying information 4. Summarizing the conversation 5. Tolerating the silence 6. Concentrating the ideas being communicated
    • 70. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING 1- REPEATING INFORMATION  It means : repeat what the other party has just said.  Objectives : 1. To verify the information taken from the other party. 2. To minimize the chance of misunderstanding
    • 71. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING e.g.  customer “ I will take 15 pack of X and 10 packs of Y”  salesperson “sure, dr….. That will be 15 X and 10 Y”  Customer “ wait a minute, I got that back. I want 10 X and 10 Y”  Salesperson “ fine, 10 X and 10 Y”  Customer “ yes, that is what I want”
    • 72. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING 2- RESTATING INFORMATION  It means: to restate the other party comment using his own words.  Objective: 1. Ensure that both parties understand each other.
    • 73. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING e.g.  Customer “ X efficacy is not as I expected”  Salesperson “ I see, you are dissatisfied with the results of X”  Customer “ oh, no I didn’t say that, I mean that X results are more than expected”
    • 74. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING 3- CLARIFYING INFORMATION  It means: to ask questions designed to obtain additional information.  This may give a complete understanding of the other party concern.
    • 75. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING E.g  Customer “ I tried X and it is not effective”  Salesperson “ in which indication you had used it?”  Customer “ chronic prostatitis”  Salesperson “ what concentration did you prescribed?”  Customer “ 750 mg”
    • 76. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING  Salesperson “ what dose?”  Customer “ twice daily” Salesperson “ are you used to prescribe multivitamins with X?” Customer “ does that make any difference?
    • 77. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING 4- SUMMARIZING THE CONVERSATION It means: summarizing points that have been discussed earlier in the presentation. This will give both parties a quick review of the presentation.
    • 78. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING 5- TOLERATING SILENCE  This technique is better to be called “bite your tongue”  During the sales presentation, the customer may need time to think.  While the customer is thinking, a period of silence occurs.
    • 79. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING  You may feel uncomfortable during this period and think that they have to say something.  But the other party can't think while you are talking.  So you have to tolerate this silence in order to give the other party a chance to think
    • 80. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING 6- CONCENTRATING ON THE IDEAS BEING COMMUNICATED Sometimes, words that customers say and how they say can distract salespeople from the idea the customer are actually trying to communicate .
    • 81. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING e.g salespeople may react strongly when customers use emotion-laden phrases such as: 1. Bad service 2. Lousy product. Instead of getting angry, the salespeople should try to know what upset the customer so much.
    • 82. LISTENING TO VERBAL MESSAGE ACTIVE LISTENING The good listener knows when to talk and when to listen.
    • 83. SENDING NON VERBAL MESSAGE
    • 84. SENDING NON VERBAL MESSAGE The channels a person can send nonverbal messages to a other party are: 1. Body language 2. Space 3. Appearance
    • 85. 1- BODY LANGUGAE
    • 86. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE People should strive to use positive body signals.
    • 87. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE Cooperative cues indicate to customers that the salesperson sincerely wants to help them satisfy their needs.
    • 88. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE On the other hand, salespeople should avoid using negative cues since it will intimidate customers and make them uncomfortable.
    • 89. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE Body language includes; 1. Face. 2. Eye contact. 3. Hand movement. 4. Posture and body movements. 5. Matching customer’s communication style.
    • 90. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE / 1- Face Facial expressions are often involuntary, therefore, it is very difficult to manage.
    • 91. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE / 1- Face  Nothing creates rapport like a smile  99% when you give a smile, you receive a smile.  The smile should be natural and comfortable, not a smirk or an exaggerated.
    • 92. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE / 2- Eyes  Appropriate eye contact varies from situation to another.  People should use eye contact when talking to show sincerity, credibility and trustworthiness.  Staring has an opposite effect and makes the customers uncomfortable.
    • 93. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE / 3- Hands Hands movements can have a dramatic impact. Exposing palm of the hand Openness and receptivity Slicing hand movement and pointing a finger Very strong signal used to reinforce only the most important point
    • 94. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE / 3- Hands  Pointing a finger must be avoided unless highlighting an important point.  Over gesturing using hand movements will make the customer watch the hands and miss the words.
    • 95. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE 1.4. POSTURE AND BODY MOVEMENTS Salespeople should make comfort is their guide when searching for the right posture. Practice in front of a mirror, straight your back and pull your shoulders back to elevate your head.
    • 96. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE 1.5. MACHING THE CUSTOMER'S COMMUNICATION STYLE Salespeople develop better rapport when they match both the verbal and the non verbal behavior of their customer.
    • 97. SENDING NON VERBAL MESSAGE 1- BODY LANGUGAE If you speak loud and fast to a customer who is soft- spoken and slow, you are in a real mismatch. You are communicating: "I am not like you" "I don't like you" We all tend to like people who are like us.
    • 98. 2- SPACE AND PHYSICAL CONTACT
    • 99. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT Intimate Zone "Closest relation" Personal Zone "Close friends" Social Zone "Business" Public Zone "Teachers, class rooms…"
    • 100. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT The physical space between a customer and a salesperson can affect the customer's reaction to a sales operation.
    • 101. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT Distance and spacing during interaction  The size of the intimate and personal zones depends on age, gender, culture and race.
    • 102. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT The social zone for Latin American is much closer than that of North American.
    • 103. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT  Customers may react negatively when they believe that the salespeople are invading their intimate or personal zones.  This negative reaction may be expressed by moving back away or folding their arms.
    • 104. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT On the other hand, standing too far away can create an image of aloofness, conceit or unsociability.
    • 105. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT  In general, salespeople should begin the customer interaction at the far end of the social zone and avoid moving on until the initial approach has been established.  If the customer showed a friendlier relationship, the salesperson should move closer.
    • 106. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT TOUCHING  People fall into two touch groups: contact and non contact.  Contact people see non contact as: cold and unfriendly.  Non contact people see contact as: over friendly and obtrusive.
    • 107. SENDING NON VERBAL MESSAGE 2- SPACE AND PHYSICAL CONTACT  Although, some customers may accept a hand on their backs or a touch on their shoulders, the salesperson should limit their touching on handshake as touching clearly enters the customer intimate zone and this may be considered as rude, threatening or an invasion.
    • 108. 3- APPEARNACE
    • 109. SENDING NON VERBAL MESSAGE 3- APPEARNACE Physical appearance, especially dress style, is an aspect of non-verbal communication that affects the customer evaluation of the salesperson.
    • 110. SENDING NON VERBAL MESSAGE 3- APPEARNACE Two priorities in dressing for business are: 1. Getting the customer to notice you in a positive way. 2. Getting the customer to trust you.
    • 111. SENDING NON VERBAL MESSAGE 3- APPEARNACE If salespeople overdress, their clothing may distract from their sales presentation.
    • 112. SENDING NON VERBAL MESSAGE 3- APPEARNACE MATCH THE CUSTOMER DRESS The appropriate style of dress depends on the salesperson's occupation, social status, age, physical size and geographic location.
    • 113. SENDING NON VERBAL MESSAGE 3- APPEARNACE  Salespeople can get some clues about appropriate styles by observing their customers.  Salespeople should attempt to match the styles of their customers and avoid dressing more stylishly or expensively.
    • 114. READING NON VERBAL MESSAGE
    • 115. READING NON VERBAL MESSAGE In addition to asking question and listening, you can learn a lot from observing the other party’s nonverbal behaviors.
    • 116. READING NON VERBAL MESSAGE The five elements of body language are: 1. Body angels. 2. Facial expressions. 3. Arms. 4. Hands. 5. Legs.
    • 117. READING NON VERBAL MESSAGE 1. BODY ANGLES 1. Side-to-side movement 2. Body movement toward a person 3. Leaning back or away 4. Back-and-forth movement
    • 118. Leaning back or away Boredom, Anger Apprehension
    • 119. Back-and-forth emotions Positive outlook Body movement toward a person Positive regard
    • 120. READING NON VERBAL MESSAGE 2. FACIAL EXPRESSIONS 2- FACIAL EXPRESSIONS A. Facial muscles B. Eyes
    • 121. READING NON VERBAL MESSAGE 2. FACIAL EXPRESSIONS FACIAL MUSCLES  The face has many small muscles capable of communicating innumerable messages.
    • 122. Disgusted Bored Tired Happy Cold Scared Irritated Shocked
    • 123. Sad Scared Angry Confused Laugh Embarrassed Curious Excited
    • 124. READING NON VERBAL MESSAGE 2. FACIAL EXPRESSION EYES  Eyes are the most important area of the face.  The pupil of interested or excited people tend to enlarge.  Eye position indicate a customer’s thought process.
    • 125. READING NON VERBAL MESSAGE 2. FACIAL EXPRESSION In USA, salespeople look directly into their customer’s eyes when speaking or listening to them, is a sign of interest in what the customer is saying.
    • 126. READING NON VERBAL MESSAGE 2. FACIAL EXPRESSION  In Japan, looking directly at a subordinate indicates that the subordinate has done something wrong.  When a subordinate looks directly into the eyes of his direct boss, that the subordinate is displaying hostility.
    • 127. Eyes focused straight a head Customer is passively receiving information but devoting little effort to analyze the meaning and not really concentrating on the presentation. Intense eye for more than 3 seconds Customer displeasure READING NON VERBAL MESSAGE 2. FACIAL EXPRESSION
    • 128. READING NON VERBAL MESSAGE 2. FACIAL EXPRESSION Staring eye Coldness, anger or dislike Eyes are positioned right and left Customer involved in the presentation A gaze to the left Intense concentration based on emotion consideration A gaze to the right Customer consider logic and facts in the presentation look way for long period Wants to end the meeting
    • 129. READING NON VERBAL MESSAGE 2. FACIAL EXPRESSION
    • 130. READING NON VERBAL MESSAGE 3. ARMS 3- ARMS  A key factor in interpreting arm movement is intensity.  Customer will use more arm movement when they are conveying an opinion.  Broader and more vigorous movement indicates the customer is more emphatic about the point being communicated verbally.
    • 131. READING NON VERBAL MESSAGE 4. HANDS 4- HANDS  Hand gestures are very expressive. Open and relaxed hands especially with palm facing up Positive sign Self-touching gesture Tension Involuntary gesture as tightening of fist True feeling
    • 132. READING NON VERBAL MESSAGE 4. HANDS  The meaning of hand gesture differs from one culture.  For example, in USA the thumbs-up expression means that everything is alright.
    • 133. READING NON VERBAL MESSAGE 4. HANDS  In Japan, the OK sign “ holding the thumb and forefinger in a circle”
    • 134. READING NON VERBAL MESSAGE 5. LEGS 5-LEGS Uncrossed legs in an open position Cooperation, confidence and friendly nature Crossed legs away from the salesperson The presentation is not going well
    • 135. READING NON VERBAL MESSAGE BODY LANGUAGE NEGATIVE SIGNALSPOSITIVE SIGNALS Crossed arms or legsUncrossed legs and arms Leaning backward or away from the salesperson Leaning forward Shaking headsNodding No eye contactEye contact Little change in expression “lifeless” Animated and excited reactions
    • 136. DRESSING HINTS FOR MEN
    • 137. HINTS FOR MEN SUIT  Dark suit gives more authoritative image.  Lighter suits create a friendlier image.
    • 138. HINTS FOR MEN SHIRTS Solid white shirts, blue and pale are the most common. Shirts should be lighter than the suit and the tie should be darker than the shirt.
    • 139. HINTS FOR MEN Shirt stripes should always be too close together, clearly defined and of one coordinating color on white background.
    • 140. HINTS FOR MEN TIE A good rule is to wear suits and shirts in basic color and let the tie provide the accent color. The tie tip should come just to the belt buckle and its width should harmonize with the width of the suit lapels.
    • 141. HINTS FOR MEN BELTS  Most belts are acceptable.  Buckles should be small, clean and traditional. SHOES  Shoes should be black or brown.  Never wear shoes of multiple colors or of high heels.
    • 142. HINTS FOR MEN ACCESSORIES For accessories, the less the better. Stay away from bracelets and pins.
    • 143. DRESSING HINTS FOR WOMEN
    • 144. HINTS FOR WOMEN SUITS  A good business wardrobe contains navy, black or gray suits worn with light colored blouse. Also suits with more cheerful colors may be added.  The suit should be stylish but not so trendy.  Women have a little more variety in colors than men.
    • 145. HINTS FOR WOMEN BLOUSE  The blouse should be 1. Businesslike but feminine 2. Soft but not seen through 3. Plain or with small prints
    • 146. HINTS FOR WOMEN SHOES Black, brown or navy colors are all accepted The heel should not be higher than 3-4 cm
    • 147. HINTS FOR WOMEN ACCESSORIES Accessories such as ties, scarves, simple pins, gold chains and plain watches can make even a plain dark suit look dressy and businesslike. Chunky jewelry and clanking bracelets are out.
    • 148. HINTS FOR WOMEN HAIR Hair length is not an issue, but it must be managed effectively.
    • 149. THANK YOU

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