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Communication
Key skills ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SENDER MESSAGE RECEIVER FEEDBACK UNDERSTANDING Communication cycle
The silent side of communication ,[object Object],[object Object],[object Object],[object Object]
The power of a  question  lies in the fact that it compels an answer !
Why Question?????? ,[object Object],[object Object],[object Object],[object Object]
Tips on Probing ,[object Object],[object Object],[object Object],[object Object]
Types of Questions ,[object Object],[object Object],[object Object],[object Object],[object Object]
Communication Breakdown ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Communication Styles Your needs are more  important than mine My needs are more  important than yours Both our needs are important
We are all human… ,[object Object],[object Object],[object Object],[object Object],[object Object]
Is It Easier to Keep the Peace ? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Aftermath…….. ,[object Object],[object Object],[object Object]
Non – assertion often leads to -  ,[object Object],[object Object],[object Object],[object Object]
Customers might ……. ,[object Object],[object Object],[object Object],[object Object]
In the long term you might feel ….. ,[object Object],[object Object],[object Object],[object Object],[object Object]
The flip side – aggression   ,[object Object],[object Object],[object Object],[object Object],[object Object]
Uncalled for aggression leads to.. ,[object Object],[object Object],[object Object],[object Object],[object Object]
The middle path always works…. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Some effective kinds of assertion ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
 
Some Negotiation Outcomes LOSE / WIN WIN / LOSE LOSE / LOSE WIN/ WIN

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Basic Communication

Editor's Notes

  1. Introduction – the objectives and relevance of the session Why is good communication the foundation of successful customer service Ice breaker – lead the blind