Effective Communication Skills
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The document discusses effective communication and provides information on several related topics. It covers the definition of communication, the importance of non-verbal communication such as body language, the role of enthusiasm in communication, principles of sales communication, levels of listening, active listening, and how to improve listening skills. It also addresses verbal and non-verbal communication techniques as well as time wasters that can impact productivity.
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Effective Communication Skills
- 1. Effective Communication Communication has been derived from the Latin word ‘Communis’ which means ‘to share’
- 2. Non- Verbal Communication – Words account 7% – Voice accounts 38% – Body Language accounts 55% What you say- Literal Meaning of words How you say it- Modulation & Tonality How do you look- Gesticulation & Postures
- 3. Enthusiasm is Communication – Words account 7% – Voice accounts 38% – Body Language accounts 55% - Albert Meherabian (Non- Verbal Communication,1972 ) Enthusiasm is vital for Effective Communication
- 4. Sales Communication • Awareness • Interest • Desire to purchase • Action AIDA postulated by American advertising and sales pioneer, E St. Elmo Lewi’s Attract customer’s attention Raise his interest by focussing on and demonstrating advantages and benefits Convince the customers that they want and desire the product and that it will satisfy their needs Lead customers towards taking action/ purchasing
- 5. Turned Off Turned On Tuned In Passive Listening Selective Listening Active Listening! 3 Levels of Listening
- 6. • Listening is hard work! • Active listening means that we try to understand things from the speaker’s point of view. o It includes letting the speaker know that we are listening and that we have understood what was said. o This is not the same as hearing, which is a physical process. • Active listening can be described as an attitude that leads to listening for shared understanding. Active Listening
- 7. • Provides clues regarding: – Why the customer values your brand – What the customers’ needs are – What you can do to satisfy the customer’s needs • Use of Active Listening will: – Make your job simpler – Lower your Average Handling Time – Result in higher customer satisfaction / conversion • More Satisfied Customers = More Money/ Growth for YOU! Active Listening Benefits
- 8. • Limit your own talking • Think Like the customer • Ask Questions • Do not interrupt • Concentrate • Take mental/written notes • Turn off your concerns • Prepare in advance • Ideas not the person or manners • Read between the lines and observe non-verbal messages How to become a good Listener?
- 9. Non- Verbal Communication Body Language Positive & Welcoming Angry & Un-Welcoming Unsure & Not Concerned Posture Upright/Straight Leaning forward Shrinking back Head Firm not rigid Chin pointing out Head down Eyes Direct, not staring, good and regular eye contact. Strongly focused staring, often piercing or glaring eye contact. Glancing away, little eye contact. Face Expression fits the words. Set/Firm. Smiling even when upset. Hands Relaxed/Moving easily. Controlled Extreme /Sharp gestures/finger pointing, jabbing. Aimless/still. Hands Shake Firm but not too strong. Two shakes for about 3 seconds Very strong grip, not letting go and keeping arm stiff Limp hands with half shake
- 10. Verbal Communication • Areas of Development • Contingency Action Plan • Rightsizing • Direct Report • Colleague • Differently-abled • Role Restructuring • Line Manager • Support Staff
- 11. Sales as Art • Buying behaviours are different with varying motives, expectations, and consumer psyche, personality and segmentation • Like a dancer only the right sequence of steps gives the desired applauds – Tremendous room for improvisation – Only a solution is bought, not the product • Best to be artistically articulate Verbal Diarrhoea and Constipation of Listening
- 13. PAPER WORK TRAVEL TIME WAITING FOR SOMEONE CRISIS MANAGEMENT VISITORS PHONE CALL OTHERS MAKE External time wasters
- 14. The secret of Eternal Happiness.
Editor's Notes
- “For the convenience of others please close the door” For your own personal comfort please close the door! For effective Public speaking: Smile, Breathe easy, Visalize, Look at it as an opportunity, Rehearse, Be ready for any questions, remember the key points, speak slowly and deliberately. People are afraid of all sorts of things- Fire, Water, Bug, Height, Death, Accidents etc.
- Meek 30 Million Dollars vs Bold 30 Thousand Dollars, Oil in the Hand, Touch your chin, Clapping- 1-2-3, Reverse hand movement in walking, First time smoker There are 3 invisible knobs on your body- 1st knob is for Character, 2nd in for Emotion, 3rd is for Vocal Variety: Balance these 3 and you will have a very good impact as a speaker Oil hand- Chin & Cheek
- You can borrow someone’s clothes but you cannot borrow their expressions!
- Snowstorm in Canada and sales pitch of a vacuum cleaner salesman Sales is the most omnipresent phenomena in nature after God and Air. And happens through scheme of nudging that happens at different places in different ways. Interest: Insurance companies want to sell insurance on factors such as Affordability, Accessibility of sales staff, Helpfulness of sales staff, Company size, reputation etc These are all important but what will develop a desire to purchase Peace of Mind Pain and Gain! Cola Company Advertisement said: “Person is thirsty and unhappy- Drinks Coal- Person gets satisfied and happy” : Same translated in Arabic was disastrous.
- Passive Listening = In one ear and out the other Selective Listening = Listening to what you want to hear / what interests you. Active Listening = Listening and comprehending everything. Clarify- Hold Judgment- Pay Attention- Reflect- Share - Summarize
- We can normally speak 120-150 words/ minute but the mind can process 600-800 words/ minute. So if you do not consciously practice active listening you will end up completing the customers sentences or step all over their statement or impatiently say yeah yeah yeah, I know that.- customer thinks “This guy is not even listening to my requirement”- and you loose credibility. Why is active listening important: Customer gets a sense of validation You ask empathetic questions- could you expand upon that a little, I didn’t know that- tell me more about it Because of this the self esteem of the customer rises and they feel good about themselves They associate that good feeling with you They love to catch up with you again because they love to have an conversation with you
- You can’t talk and listen at the same time! Your customer’s problems and needs are important and you’ll understand and retain them better if you listen to their point of view If you don’t understand something or feel you may have missed a point, get clarity before proceeding. Do not make assumptions!! A pause doesn’t always mean the customer has finished speaking. Focus yourself on what the customer is saying. Practice shutting off outside distractions. Notes will help you retain important information and details.
- Weakness, Crisis, Lay-off, Subordinate, Employee, Handicap, Demotion, Supervisor/ Boss, Clerks Think all you speak- but never- Speak all you think
- Verbal diarrhoea: 1 out of 3 were to get capital punishment on electric chair which did not work propery. 1st was a chemical engineer- the machine did not work 2nd was a civil engineer- the machine did not work 3rd was an electrical engineer- he said sir actually I think you should try to change the wires. The machine should work then. The executioner tried the suggestion and the machine worked.
- A- Importnt B- Should do C- Nice to do D- Delight E- Eliminate
- A teenager was travelling in a train with his father. He boy was getting excited about routine objects and activities. “Look there is tea stall”, “Wow a beautiful coffee wending machine”, “There, that is a very nice ATM” The irate co-passengers finally asked the boy’s father why is he acting so childish. Take him to a doctor. The father replied I have got him discharged only today morning. He was blind since birth and is seeing the world for the very first time. Ordinary also becomes picturesque if have enthusiasm for it.