1. Effective Communications – Part 1
10.30 am – 12.30 pm
• Communication Process (10 mins)
• Effective Communication Skills (30 mins)
• Barriers to Effective Communication (10
mins)
• Applying Communication into the Service
Support Process (10 mins)
• Role Play – Starting off on the Right Note –
the first five minutes (60 mins)

2. What is Effective Communications
Communication: “Movement or exchange of information
from one person to another”
Effective: “Successful or achieving the result we want”

3. What are the results that we want?
• Basic Needs
• Intellectual
• Instructive
• Emotional
Effective Communication creates Effective Relationship

4. The Communication Process
Source
Clear on what is to
be communicated
and information is
accurate and
useful
Encoding
Transfer into a
form that can be
easily understood
Decoding
Listening and
reading carefully
to understand fully
the message
Channel
Verbal and written
channels
Receiver
Managing the
timeline and
expectations
Context
Consider the
environment –
physical, cultural,
mental and
emotional

5. Effective Communication Skills
The ability to communicate effective
Prerequisite to applying Communication Skills
By first knowing what you know and what you do not know
- KNOWLEDGE

6. Effective Communication
Skill #1 - The ability to Listen
• Focus on the Source and understand what is being
communicated
• Decode, Analyze and Think
• Feedback if it is going too fast and you are losing the plot
• Pause for verification and confirmation of your
understanding
• Do not repetitively interrupt or repeat what is obvious
• Avoid seeming to be judgmental
• Document key points by making notes

7. Effective Communication
Skill #2 - The ability to command the use of Language
• 4 billion of the earth's 6.5 billion people, or over 60% of the earth's
population, speak one of the following 30 languages as their native tongue
• Language with the greatest number of native speakers: Mandarin Chinese
• Language spoken by the greatest number of non-native speakers: English
(250 million to 350 million non-native speakers)

8. Effective Communication
Skill #2 - The ability to command the use of Language
• Focus on the basic vocabulary and expand on your repository
of words in the area of your work
• Know your Verb and Noun – Verbs deals with “action” and
Nouns deals with “object”
• Keep your sentence short. Do not try to put in too much
words into a sentence
• Pause between sentence
• Do not try to use words that you are not sure of the meaning
• Do not use habitual words like …. okay, la, etc… to verbally
punctuate your sentence (short exercise to list down more of
such words)
Language improves with usage

9. Effective Communication
Skill #3 - The ability to connect with people
You Already Have Interpersonal Skills. We've all been developing
our interpersonal skills since childhood.
• Verbal Communication – how we say what we say
• Non-verbal communication – your body language
• Mannerisms – being polite, honest and sensitive
• Voice – Volume, Tone and Pitch
• Assertiveness – Being definitive and positive

10. Effective Communication
Skill #3 - The ability to connect with people
Passive, Aggressive and Assertive
Being Passive
Responding in a passive or non-assertive way tends to mean compliance with the
wishes of others and can undermine individual rights and self-confidence.
Being Aggressive
Responding in an aggressive way, such that the rights and self-esteem of the
other person are undermined. Aggressive responses can include a wide range of
behaviours, like rushing someone unnecessarily, telling rather than asking,
ignoring someone, or not considering another's feelings.
Being Assertive
Being assertive involves taking into consideration your own rights, wishes, wants,
needs and desires, as well as those of the other person. Assertiveness means
taking responsibilities, encouraging others to be open and honest about their
views, wishes and feelings, so that both parties act appropriately, and behaving
as an equal to others.

11. Effective Communication
Skill #4 - The ability to integrate your thinking and feelings
into your communication
Emotions play an important role in the way we communicate
• Emotional awareness means knowing when feelings are
present in ourselves and others
• Knowing and accepting this then can we know how we can deal
with it
• Managing emotions based on situation
• Understanding emotions relating to personality types
Exercise - List the kinds of emotions that can happen under the
various situations and against the different personality types that
you can encounter

12. Effective Communication Skills
Skill #1 Listening
Skill #2Command of the Communication Media –
Language
Skill # 3 Inter-personal Skill
Skill # 4 Emotional Awareness
How to improve your Communication Skills …
Practice, practice, practice

13. Barriers to Effective Communication
Inhibition – not sure of what to say or afraid of saying the
wrong thing
Denial – not listening and sticking to one’s views
Substitution – not saying directly and talking in clues
Defensive – not being objective and trying to cover for
mistakes
Apathy – Always too busy and cannot be bothered
“It is considered rude to keep another person waiting. It shows a
lack of respect for that person’s time. The biggest barrier that you
can start off a customer service call is to keep the user waiting, be it
in a telephone call-back or e-mail reply.”

14. Applying Communication to the Support
Service Process
Contact Engage Closure
1. Understand the
emotion
2. A timely response is
required
3. Listening phase
4. Apply inter-personal
skill
5. Set expectations and
follow through
6. The first 5 minutes
1. Building the
momentum and the
relationship
2. Focus on the problem
and communicate
clearly and accurately
3. Continue in managing
the expectation
4. Be emotionally aware
1. Communicate Closure
2. Benchmark result – has
it been a happy
experience
3. Has the Communication
for the entire process
been effective

15. Applying Communication to the Support
Service Process – Role Play the first 5 mins
Contact
1. Understand the
emotion
2. A timely response is
required
3. Listening phase
4. Apply inter-personal
skill
5. Set expectations and
follow through
6. The first 5 minutes
Situation
1. Easy – Can a certain task be done by HRiQ –
Personality type: new user that is junior and
soft spoken
2. Moderate – Just do not know how to do a
function. Personality type: Season user too use
to using old system and slow in learning
3. Difficult – Looking for a feature that is not
directly in HRiQ. Personality Type: Senior
person who is insistent
4. Critical – Processing of Payroll hit error
message. Personality Type: Desperate user
whom has made a mistake
5. Critical – ESS has an error message and happen
to the CEO and user is being pressure for
answer. Personality Type: Normally supportive
and able to use system but because is stressed
becoming very frustrated