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Basic Communication
1.
Communication
2.
3.
SENDER MESSAGE RECEIVER
FEEDBACK UNDERSTANDING Communication cycle
4.
5.
The power of
a question lies in the fact that it compels an answer !
6.
7.
8.
9.
10.
Communication Styles Your
needs are more important than mine My needs are more important than yours Both our needs are important
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
Some Negotiation Outcomes
LOSE / WIN WIN / LOSE LOSE / LOSE WIN/ WIN
Editor's Notes
Introduction – the objectives and relevance of the session Why is good communication the foundation of successful customer service Ice breaker – lead the blind