COMPLETE BUSINESS PROFESSIONAL
CODE OF BEHAVIOR <ul><li>GREETING </li></ul><ul><li>WARM SMILE </li></ul><ul><li>HANDSHAKE </li></ul><ul><li>FORMAL DRESSI...
ATTITUDE <ul><li>LOOKING FOR ALTERNATIVES/  CHOOSING TO BE DIFFERENT </li></ul><ul><li>POSITIVE THINKING </li></ul><ul><li...
<ul><li>THE LIST OF EXCUSES THAT DETRACT FROM OPTIMUM PERFORMANCE IS ALMOST ENDLESS. IT RUNS THE GAMUT FROM THE RIDICULOUS...
<ul><li>THE ROLE OF SELF-ESTEEM </li></ul><ul><li>DEALING WITH CRITICISM </li></ul><ul><li>GIVING CONSTRUCTIVE CRITICISM  ...
<ul><li>THOUGHTS & FEELINGS TO EXCHANGE  INFORMATION </li></ul><ul><li>TO GET THE BASIC TASKS DONE </li></ul><ul><li>TO EX...
<ul><li>TIME MANAGEMENT SKILLS </li></ul><ul><li>PRIORITIZING WORK </li></ul><ul><li>FIRST THINGS FIRST </li></ul><ul><li>...
<ul><li>PEOPLE MANAGEMENT SKILLS </li></ul><ul><li>RESPONSE TIME </li></ul><ul><li>ACTIVE LISTENING </li></ul><ul><li>FEED...
<ul><li>INTERACT MORE EFFECTIVELY BY USING THE  BASICS OF CUSTOMER SERVICE: EDUCATION,  AWARENESS, ATTITUDE, AND HINDRANCE...
<ul><li>FAST RESPONSE </li></ul><ul><li>ERROR FREE INFORMATION </li></ul><ul><li>CONTINUITY IN SERVICE </li></ul><ul><li>Y...
WHAT DO CUSTOMERS EXPECT? <ul><li>FRIENDLINESS </li></ul><ul><li>APPROVAL </li></ul><ul><li>APPRECIATION </li></ul><ul><li...
<ul><li>THE PROFESSIONAL SALES EXECUTIVE </li></ul>IN ACCORDANCE WITH THE EXPECTATION
CUSTOMERS VIEW POINT <ul><li>RESEARCHER </li></ul><ul><li>PUBLIC RELATION OFFICER </li></ul><ul><li>BUSINESS MANAGER </li>...
CUSTOMERS VIEW POINT <ul><li>PERSUASIVE COMMUNICATOR </li></ul><ul><li>BUSINESS ADVISOR </li></ul><ul><li>SALES CONSULTANT...
OWN VIEW POINT <ul><li>NEED TO WORK HARD </li></ul><ul><li>SELF-MANAGER </li></ul><ul><li>POSITIVE </li></ul><ul><li>SELF ...
FIVE LISTENING APPROACHES <ul><li>APPRECIATIVE .   LISTENS IN A RELAXED MANNER, SEEKING ENJOYMENT, ENTERTAINMENT OR  INSPI...
EFFECTIVE LISTENING <ul><li>UNDERSTAND LISTENING BEHAVIOR AS IT RELATES TO EFFECTIVE COMMUNICATION. </li></ul><ul><li>DIFF...
EFFECTIVE  QUESTIONING <ul><li>TO GET INFORMATION </li></ul><ul><li>OPEN QUESTIONS </li></ul><ul><li>HELP HIM TO RELAX </l...
EFFECTIVE FOLLOW UP <ul><li>SALES CONSULTANT IS RESPONSIBLE FOR ENDORSING THE PRODUCT </li></ul><ul><li>RECTIFYING AS WHEN...
BUYER MOTIVATION BUSINESS REASONS/  PERSONAL REASONS/ RATIONAL EMOTIONAL GAIN/SAVING  PLEASURE  UTILITY  LOYALTY SECURITY ...
OFFER ANALYSIS <ul><li>IT IS A TECHNIQUE TO COMMUNICATE THE  TOTAL OFFER. </li></ul><ul><li>EXTEND FACT/FEATURES INTO RESU...
EFFECTIVE RESPONDING   <ul><li>REPHRASE  </li></ul><ul><li>APPRECIATE </li></ul><ul><li>DON’T RESPOND GLIBLY </li></ul><ul...
OVERCOMING OBJECTIONS/ NEGOTIATION   <ul><li>UNDERSTANDING THE CUSTOMER HAS A  BARRIER AND  NEEDS TO BE ADDRESSED  IMMEDIA...
IDENTIFYING THE CALLER FORMULATE COMMUNICATION STRATEGIES BASED ON BEHAVIOR STYLE TENDENCIES OF THE CUSTOMER
THE ASSERTIVE CALLER <ul><li>KEEP YOUR INTENSITY LEVEL BELOW THE  CUSTOMER </li></ul><ul><li>CAN GET OFFENDED DUE TO LACK ...
THE PASSIVE CALLER <ul><li>SEEMS SATISFIED.  </li></ul><ul><li>DON’T TAKE HIM FOR GRANTED. </li></ul><ul><li>MAY NOT SHOW ...
THE  ANALYTICAL  CALLER <ul><li>INFORMATION ORIENTED </li></ul><ul><li>WANTS TO KNOW WHO, WHAT,  WHERE, HOW OF THE SITUATI...
THE  TALKATIVE  CALLER <ul><li>ASK CLOSED QUESTIONS </li></ul><ul><li>OFTEN ENJOYABLE/ DON’T LEAVE  GAPS IN THE CONVERSATI...
THE ANGRY   CALLER <ul><li>LISTEN TO EMPATHIZE </li></ul><ul><li>TAKE OWNERSHIP </li></ul><ul><li>PROPOSE A SUITABLE PLAN ...
LEARNING OUTCOMES <ul><li>DESCRIBE WHAT TEMPERAMENT IS ANDHOW  TEMPERAMENT PREFERENCES AFFECT WORK AND  INTERPERSONAL RELA...
DEVELOPING ASSERTIVE STYLE IN THE WORKPLACE <ul><li>UNDERSTANDING AGGRESSIVE, ASSERTIVE,  AND  PASSIVE  STYLE? </li></ul><...
DEVELOPING ASSERTIVE STYLE IN THE WORKPLACE <ul><li>         UNDERSTANDING AGGRESSIVE, ASSERTIVE,  AND PASSIVE STYLE? </li...
ENSURE A WIN/WIN SITUATION WITH THE CLIENT <ul><li>        CREATE AN INTEREST </li></ul><ul><li>         DEVELOP THE INTER...
UNDERSTANDING NEGATIVITY <ul><li>        CAUSES OF NEGATIVITY </li></ul><ul><li>      CONSEQUENCES OF NEGATIVITY </li></ul...
UNDERSTANDING SELF-ESTEEM <ul><li>      THE DIFFERENCE BETWEEN SELF- IMAGE AND SELF-ESTEEM </li></ul><ul><li>        SELF-...
EMPOWERING MIND <ul><li>DEVELOP A HIGH-POWERED PRESENCE  EVEN IN THE MOST DIFFICULT  SITUATION.  </li></ul><ul><li>       ...
INFLUENCING OTHERS: CREDIBILITY ENHANCERS AND CREDIBILITY STEALERS <ul><li>HIGH POWER AND LOW POWER  BEHAVIORS </li></ul><...
COMMUNICATING DURING INTENSE SITUATIONS WITH DIFFICULT PEOPLE <ul><li>PROVIDING CONSTRUCTIVE, HELPFUL  FEEDBACK </li></ul>...
STAY COOL AND IN CONTROL WHEN YOU OR OTHERS ARE AT THE &quot;BOILING POINT&quot; <ul><li>AVOID EMOTIONAL ROLLER COASTERS <...
TELEPHONE ETIQUETTE <ul><li>WHEN MAKING A BUSINESS CALL HAVE THE COURTESY  TO ASK IF THEY COULD PUT YOU ON HOLD, ALSO LATE...
TELEPHONE ETIQUETTE <ul><li>WHEN MAKING A BUSINESS CALL HAVE THE COURTESY TO  ASK IF THEY COULD PUT YOU ON HOLD, ALSO LATE...
This Presentation  Designed  by Mr Somasekhar.G
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Sales Complete Presentation

  1. 1. COMPLETE BUSINESS PROFESSIONAL
  2. 2. CODE OF BEHAVIOR <ul><li>GREETING </li></ul><ul><li>WARM SMILE </li></ul><ul><li>HANDSHAKE </li></ul><ul><li>FORMAL DRESSING </li></ul>
  3. 3. ATTITUDE <ul><li>LOOKING FOR ALTERNATIVES/ CHOOSING TO BE DIFFERENT </li></ul><ul><li>POSITIVE THINKING </li></ul><ul><li>NEVER GIVE –UP </li></ul>
  4. 4. <ul><li>THE LIST OF EXCUSES THAT DETRACT FROM OPTIMUM PERFORMANCE IS ALMOST ENDLESS. IT RUNS THE GAMUT FROM THE RIDICULOUS TO THE SUBLIME. THE FOLLOWING IS A LIST OF SOME EXCUSES:- </li></ul><ul><li>          I DIDN’T HAVE TIME TO PRACTICE </li></ul><ul><li>        THE TASKS ARE TOO DAUNTING </li></ul><ul><li>        I CAN’T GET FOCUSED TODAY </li></ul><ul><li>        I DON’T UNDERSTAND THE TASKS </li></ul><ul><li>A COMMON THREAD THAT CONNECTS THESE EXCUSES COULD BE TWO: - </li></ul><ul><li>THE NEGATIVE THINKING OR ALL CAN BE CORRECTED WITH POSITIVE ACTION. </li></ul>
  5. 5. <ul><li>THE ROLE OF SELF-ESTEEM </li></ul><ul><li>DEALING WITH CRITICISM </li></ul><ul><li>GIVING CONSTRUCTIVE CRITICISM TO OTHERS </li></ul><ul><li>PROACTIVE </li></ul><ul><li>IMPLEMENTING THE PROJECTS IN HAND </li></ul><ul><li>EFFECTIVE FUNCTIONING </li></ul>
  6. 6. <ul><li>THOUGHTS & FEELINGS TO EXCHANGE INFORMATION </li></ul><ul><li>TO GET THE BASIC TASKS DONE </li></ul><ul><li>TO EXPRESS BASIC IDEAS AND BELIEFS </li></ul><ul><li>VERBAL-55% ,NON VERBAL-35%, </li></ul><ul><li>VOCAL-7% </li></ul><ul><li>EYE CONTACT </li></ul><ul><li>POSTURE/BODY LANGUAGE </li></ul>COMMUNICATION
  7. 7. <ul><li>TIME MANAGEMENT SKILLS </li></ul><ul><li>PRIORITIZING WORK </li></ul><ul><li>FIRST THINGS FIRST </li></ul><ul><li>ASSERTIVE/NON ASSERTIVE/AGGRESSIVE </li></ul><ul><li>OPTING FOR ASSERTIVE BEHAVIOR </li></ul><ul><li>PAUSING WHILE BEING ASSERTIVE </li></ul>
  8. 8. <ul><li>PEOPLE MANAGEMENT SKILLS </li></ul><ul><li>RESPONSE TIME </li></ul><ul><li>ACTIVE LISTENING </li></ul><ul><li>FEED BACK </li></ul><ul><li>E.G., CAN BE ON GOING/END OF THE SESSION </li></ul><ul><li>RATIONAL/EMOTIONAL BEHAVIOR </li></ul><ul><li>(ACCORDING TO THE NEED OF THE CUSTOMERS) </li></ul>
  9. 9. <ul><li>INTERACT MORE EFFECTIVELY BY USING THE BASICS OF CUSTOMER SERVICE: EDUCATION, AWARENESS, ATTITUDE, AND HINDRANCES </li></ul><ul><li>USE THE TELEPHONE TO EFFECTIVELY COMMUNICATE THE MESSAGE </li></ul><ul><li>USE SELF-AWARENESS, SELF-CONTROL AND EMPATHY TO ONE'S ADVANTAGE AND THAT OF THE CUSTOMER </li></ul><ul><li>UNDERSTAND AND USE A DECISION-MAKING MATRIX TO MAKE THE BEST CHOICES FOR YOU AND THE CUSTOMER </li></ul><ul><li>         HOW TO HAVE THE CUSTOMER ACCEPT &quot;NO&quot; </li></ul>CUSTOMER IS THE KING
  10. 10. <ul><li>FAST RESPONSE </li></ul><ul><li>ERROR FREE INFORMATION </li></ul><ul><li>CONTINUITY IN SERVICE </li></ul><ul><li>YOUR NEEDS WOULDN’T BE DIFFERENT IF IN PLACE OF CUSTOMERS </li></ul>IMPLEMENTING CUSTOMER NEEDS
  11. 11. WHAT DO CUSTOMERS EXPECT? <ul><li>FRIENDLINESS </li></ul><ul><li>APPROVAL </li></ul><ul><li>APPRECIATION </li></ul><ul><li>KNOWLEDGE </li></ul><ul><li>SERVICE </li></ul><ul><li>RESPECT </li></ul><ul><li>TO FEEL IN CHARGE </li></ul><ul><li>CONSISTENCY </li></ul>
  12. 12. <ul><li>THE PROFESSIONAL SALES EXECUTIVE </li></ul>IN ACCORDANCE WITH THE EXPECTATION
  13. 13. CUSTOMERS VIEW POINT <ul><li>RESEARCHER </li></ul><ul><li>PUBLIC RELATION OFFICER </li></ul><ul><li>BUSINESS MANAGER </li></ul><ul><li>MINIMIZING COSTS </li></ul><ul><li>PLANNER (FRAMING STRATEGIES) </li></ul><ul><li>QUALITYSERVICE/ PROFESSIONALISM </li></ul>
  14. 14. CUSTOMERS VIEW POINT <ul><li>PERSUASIVE COMMUNICATOR </li></ul><ul><li>BUSINESS ADVISOR </li></ul><ul><li>SALES CONSULTANT </li></ul><ul><li>ADMINISTRATOR </li></ul><ul><li>ADVOCATE </li></ul><ul><li>AMBASSADOR </li></ul>
  15. 15. OWN VIEW POINT <ul><li>NEED TO WORK HARD </li></ul><ul><li>SELF-MANAGER </li></ul><ul><li>POSITIVE </li></ul><ul><li>SELF CONTROL </li></ul><ul><li>ADMITTING MISTAKES </li></ul><ul><li>BEING REALISTIC </li></ul>
  16. 16. FIVE LISTENING APPROACHES <ul><li>APPRECIATIVE . LISTENS IN A RELAXED MANNER, SEEKING ENJOYMENT, ENTERTAINMENT OR INSPIRATION. </li></ul><ul><li>EMPATHIC . LISTENS WITHOUT JUDGING, IS SUPPORTIVE OF SPEAKER AND LEARNS FROM THE EXPERIENCES OF OTHERS. </li></ul><ul><li>COMPREHENSIVE. LISTENS TO ORGANIZE AND MAKE SENSE OF INFORMATION BY UNDERSTANDING RELATIONSHIPS AMONG IDEAS. </li></ul><ul><li>DISCERNING . LISTENS TO GET COMPLETE INFORMATION, UNDERSTAND MAIN MESSAGE AND DETERMINE IMPORTANT DETAILS. </li></ul><ul><li>EVALUATIVE. LISTENS IN ORDER TO MAKE A DECISION BASED ON INFORMATION PROVIDED AND MAY ACCEPT OR REJECT MESSAGE BASED ON PERSONAL BELIEFS. </li></ul>
  17. 17. EFFECTIVE LISTENING <ul><li>UNDERSTAND LISTENING BEHAVIOR AS IT RELATES TO EFFECTIVE COMMUNICATION. </li></ul><ul><li>DIFFERENTIATE BETWEEN ASSESSING AND JUDGING. </li></ul><ul><li>USE NONVERBAL BEHAVIOR TO EMPHASIS AND SUPPORT THE COMMUNICATED MESSAGE. </li></ul><ul><li>DEFUSE EMOTIONAL SITUATIONS AND RESIST EMOTIONAL RESPONSES. </li></ul><ul><li>IMPROVE THE COMMUNICATION PROCESS BY PARAPHRASING, ASKING NON-DIRECTIVE (OPEN-ENDED) QUESTIONS AND REFLECTING EMOTIONAL FEELINGS. </li></ul><ul><li>KEEP LOOKING AT SOMETHING TO REMAIN ALERT </li></ul><ul><li>DON’T JUDGE CONTENT BY ABILITY TO COMMUNICATE </li></ul><ul><li>BE TOLERANT </li></ul>
  18. 18. EFFECTIVE QUESTIONING <ul><li>TO GET INFORMATION </li></ul><ul><li>OPEN QUESTIONS </li></ul><ul><li>HELP HIM TO RELAX </li></ul><ul><li>PROBING QUESTIONS </li></ul><ul><li>LINKING QUESTIONS TO ENABLE HIM TO OPEN UP OR TO SHARE INFORMATION </li></ul>
  19. 19. EFFECTIVE FOLLOW UP <ul><li>SALES CONSULTANT IS RESPONSIBLE FOR ENDORSING THE PRODUCT </li></ul><ul><li>RECTIFYING AS WHEN THE NEED ARISES </li></ul><ul><li>IT CAN LEAD TO REFERRALS </li></ul><ul><li>COMPILE THE INFORMATION IN ORDERLY MANNER </li></ul>
  20. 20. BUYER MOTIVATION BUSINESS REASONS/ PERSONAL REASONS/ RATIONAL EMOTIONAL GAIN/SAVING PLEASURE UTILITY LOYALTY SECURITY EGO SAFETY FEAR  
  21. 21. OFFER ANALYSIS <ul><li>IT IS A TECHNIQUE TO COMMUNICATE THE TOTAL OFFER. </li></ul><ul><li>EXTEND FACT/FEATURES INTO RESULTS / BENEFITS. </li></ul><ul><li>EMPHASIZE AND IDENTIFY THE FOLLOWING IN THE ORDER AS GIVEN BELOW:- </li></ul><ul><li>  FEATURE OF THE PRODUCT </li></ul><ul><li>BENEFITS ACCRUED </li></ul><ul><li>YOU APPEAL FACTOR </li></ul>
  22. 22. EFFECTIVE RESPONDING <ul><li>REPHRASE </li></ul><ul><li>APPRECIATE </li></ul><ul><li>DON’T RESPOND GLIBLY </li></ul><ul><li>DON’T PAUSE </li></ul><ul><li>DON’T ARGUE </li></ul><ul><li>CLARIFY/AVOID ESCALATION </li></ul><ul><li>USE A HINGE PHRASE </li></ul>
  23. 23. OVERCOMING OBJECTIONS/ NEGOTIATION <ul><li>UNDERSTANDING THE CUSTOMER HAS A BARRIER AND NEEDS TO BE ADDRESSED IMMEDIATELY </li></ul><ul><li>A GOOD WAY OF LEADING OBJECTIONS IS TO PREEMPT THEM </li></ul><ul><li>CHECK ON MISGIVINGS/ MISUNDERSTANDINGS </li></ul><ul><li>AVOID USING THE WORD ‘BUT’ </li></ul><ul><li>AVOID HEAD TO HEAD ARGUMENTS </li></ul>
  24. 24. IDENTIFYING THE CALLER FORMULATE COMMUNICATION STRATEGIES BASED ON BEHAVIOR STYLE TENDENCIES OF THE CUSTOMER
  25. 25. THE ASSERTIVE CALLER <ul><li>KEEP YOUR INTENSITY LEVEL BELOW THE CUSTOMER </li></ul><ul><li>CAN GET OFFENDED DUE TO LACK OF KNOWLEDGE </li></ul><ul><li>ADDRESS ALL THE ISSUES IMMEDIATELY </li></ul>
  26. 26. THE PASSIVE CALLER <ul><li>SEEMS SATISFIED. </li></ul><ul><li>DON’T TAKE HIM FOR GRANTED. </li></ul><ul><li>MAY NOT SHOW ANGER BUT WILL STOP CALLING IF NOT SATISFIED. </li></ul><ul><li>KNOWS BY EXPERIENCE THAT HE WILL RESERVE THE SERVICES HE NEEDS. </li></ul>
  27. 27. THE ANALYTICAL CALLER <ul><li>INFORMATION ORIENTED </li></ul><ul><li>WANTS TO KNOW WHO, WHAT, WHERE, HOW OF THE SITUATION </li></ul><ul><li>THINK, ANALYZE AND BE ACCURATE </li></ul><ul><li>GET FACTS AND GET A DETAILED RESPONSE </li></ul>
  28. 28. THE TALKATIVE CALLER <ul><li>ASK CLOSED QUESTIONS </li></ul><ul><li>OFTEN ENJOYABLE/ DON’T LEAVE GAPS IN THE CONVERSATION </li></ul><ul><li>PROVIDE MINIMAL RESPONSE TO IRRELEVANT QUESTIONS </li></ul>
  29. 29. THE ANGRY CALLER <ul><li>LISTEN TO EMPATHIZE </li></ul><ul><li>TAKE OWNERSHIP </li></ul><ul><li>PROPOSE A SUITABLE PLAN OF ACTION </li></ul><ul><li>REMAIN COURTEOUS </li></ul>
  30. 30. LEARNING OUTCOMES <ul><li>DESCRIBE WHAT TEMPERAMENT IS ANDHOW TEMPERAMENT PREFERENCES AFFECT WORK AND INTERPERSONAL RELATIONSHIPS. </li></ul><ul><li>IDENTIFY STRENGTHS AND WEAKNESSES OF EACH TEMPERAMENT AND HOW CONFLICTS CAN ARISE. </li></ul><ul><li>LIST METHODS FOR APPROACHING OTHER TEMPERAMENT TYPES IN ORDER TOMAXIMIZE THE CHANCE FOR POSITIVE INTERACTION. </li></ul><ul><li>APPLY NEW SKILLS TO A VARIETY OF REAL-LIFE SITUATIONS (E.G. DAILY INTERACTIONS ON THE JOB, CUSTOMER SERVICE SCENARIOS, BUDGET REQUESTS, SUPERVISION, PARENTING, INDIVIDUAL AND TEAM PROBLEM SOLVING). </li></ul>
  31. 31. DEVELOPING ASSERTIVE STYLE IN THE WORKPLACE <ul><li>UNDERSTANDING AGGRESSIVE, ASSERTIVE, AND PASSIVE STYLE? </li></ul><ul><li>ADAPTING YOUR STYLE TO THE BEHAVIOR OF OTHERS </li></ul><ul><li>HANDLING ANGER </li></ul><ul><li>IDENTIFYING AND USING BASIC ASSERTIVE SKILLS </li></ul><ul><li>ASSERTIVENESS ON YOUR JOB </li></ul><ul><li>HOW TO SAY &quot;NO&quot; WITHOUT GUILT </li></ul><ul><li>DEVELOPING ACTIVE LISTENING TO BE ASSERTIVE </li></ul>
  32. 32. DEVELOPING ASSERTIVE STYLE IN THE WORKPLACE <ul><li>        UNDERSTANDING AGGRESSIVE, ASSERTIVE, AND PASSIVE STYLE? </li></ul><ul><li>        ADAPTING YOUR STYLE TO THE BEHAVIOR OF OTHERS </li></ul><ul><li>        HANDLING ANGER </li></ul><ul><li>        IDENTIFYING AND USING BASIC ASSERTIVE SKILLS </li></ul><ul><li>        ASSERTIVENESS ON YOUR JOB </li></ul><ul><li>        HOW TO SAY &quot;NO&quot; WITHOUT GUILT </li></ul><ul><li>        DEVELOPING ACTIVE LISTENING TO BE ASSERTIVE </li></ul>
  33. 33. ENSURE A WIN/WIN SITUATION WITH THE CLIENT <ul><li>        CREATE AN INTEREST </li></ul><ul><li>        DEVELOP THE INTEREST INTO A NEED </li></ul><ul><li>        DIFFERENTIATE YOUR PRODUCT OR SERVICE </li></ul><ul><li>        STIMULATE A SENSE OF URGENCY </li></ul><ul><li>CLOSE EFFECTIVELY WITH VALUE AND EXCHANGE </li></ul>
  34. 34. UNDERSTANDING NEGATIVITY <ul><li>        CAUSES OF NEGATIVITY </li></ul><ul><li>     CONSEQUENCES OF NEGATIVITY </li></ul><ul><li>     SOURCES OF NEGATIVITY </li></ul><ul><li>     HOW NEGATIVITY IS EXPRESSED </li></ul>
  35. 35. UNDERSTANDING SELF-ESTEEM <ul><li>      THE DIFFERENCE BETWEEN SELF- IMAGE AND SELF-ESTEEM </li></ul><ul><li>       SELF-ESTEEM AFFECTS EVERY ASPECT OF YOUR LIFE </li></ul><ul><li>       TECHNIQUES FOR BUILDING SELF- ESTEEM </li></ul><ul><li>       ENHANCING THE SELF-ESTEEM OF OTHERS </li></ul>
  36. 36. EMPOWERING MIND <ul><li>DEVELOP A HIGH-POWERED PRESENCE EVEN IN THE MOST DIFFICULT SITUATION. </li></ul><ul><li>        FEEL CONFIDENT IN YOUR ABILITY TO STAY IN CONTROL AND MAINTAIN CREDIBILITY. </li></ul><ul><li>       ELIMINATE FEELINGS OF INTIMIDATION IN INTENSE SITUATIONS. </li></ul><ul><li>       INCREASE INFLUENCING SKILLS WITH EMPLOYEES, PEERS, CUSTOMERS, AND MANAGEMENT. </li></ul><ul><li>       ENHANCE CAREER OPTIONS BY ELIMINATING SELF-DEFEATING BEHAVIORS. </li></ul>
  37. 37. INFLUENCING OTHERS: CREDIBILITY ENHANCERS AND CREDIBILITY STEALERS <ul><li>HIGH POWER AND LOW POWER BEHAVIORS </li></ul><ul><li>       USING YOUR VOICE EFFECTIVELY </li></ul><ul><li>       TIPS FOR EYE CONTACT AND FACIAL EXPRESSION </li></ul><ul><li>       CONTROLLING INTERRUPTIONS </li></ul><ul><li>       BUILDING COOPERATION AND COLLABORATION </li></ul>
  38. 38. COMMUNICATING DURING INTENSE SITUATIONS WITH DIFFICULT PEOPLE <ul><li>PROVIDING CONSTRUCTIVE, HELPFUL FEEDBACK </li></ul><ul><li>       INCREASE COOPERATION AND ELIMINATE RESISTANCE </li></ul><ul><li>SETTING LIMITS TO HANDLE SITUATIONS </li></ul><ul><li>ACCEPTING CRITICISM NON- DEFENSIVELY </li></ul>
  39. 39. STAY COOL AND IN CONTROL WHEN YOU OR OTHERS ARE AT THE &quot;BOILING POINT&quot; <ul><li>AVOID EMOTIONAL ROLLER COASTERS </li></ul><ul><li>       REDIRECT HOSTILITY AND ANGER </li></ul>
  40. 40. TELEPHONE ETIQUETTE <ul><li>WHEN MAKING A BUSINESS CALL HAVE THE COURTESY TO ASK IF THEY COULD PUT YOU ON HOLD, ALSO LATER THANK THEM. </li></ul><ul><li>         DON’T TRANSFER THEM TO NOWHERE, OR RING INDEFINITELY </li></ul><ul><li>WHEN YOU’RE ON THE RECEIVING END OF A PHONE CALL, IDENTIFY YOURSELF AND YOUR DEPARTMENT. </li></ul><ul><li>SLOW DOWN YOUR GREETING; TAKE THE TIME TO SAY IT RIGHT! </li></ul><ul><li>DON'T SLUR THE GREETING. ENUNCIATE IT! </li></ul><ul><li>VARY YOUR GREETING. </li></ul><ul><li>KEEP IT FRESH FOR YOU AND FOR THEM! </li></ul><ul><li>PERSONALIZE THE CONVERSATION. (THEY FEEL SINCE THEY’RE NOT FACE-TO-FACE WITH A PERSON, IT IS PERFECTLY ACCEPTABLE TO BE ABRUPT, CRASS, OR RUDE). </li></ul><ul><li>ANSWER THE PHONE WITH SOME ENTHUSIASM OR AT LEAST WARMTH </li></ul><ul><li>ALWAYS RETURN CALLS </li></ul>
  41. 41. TELEPHONE ETIQUETTE <ul><li>WHEN MAKING A BUSINESS CALL HAVE THE COURTESY TO ASK IF THEY COULD PUT YOU ON HOLD, ALSO LATER THANK THEM. </li></ul><ul><li>DON’T TRANSFER THEM TO NOWHERE, OR RING INDEFINITELY </li></ul><ul><li>WHEN YOU’RE ON THE RECEIVING END OF A PHONE CALL, IDENTIFY YOURSELF AND YOUR DEPARTMENT. </li></ul><ul><li>SLOW DOWN YOUR GREETING; TAKE THE TIME TO SAY IT RIGHT! </li></ul><ul><li>DON'T SLUR THE GREETING. ENUNCIATE IT! </li></ul><ul><li> VARY YOUR GREETING. </li></ul><ul><li>KEEP IT FRESH FOR YOU AND FOR THEM! </li></ul><ul><li>PERSONALIZE THE CONVERSATION. (THEY FEEL SINCE THEY’RE NOT FACE-TO-FACE WITH A PERSON, IT IS PERFECTLY ACCEPTABLE TO BE ABRUPT, CRASS, OR RUDE) </li></ul><ul><li>ANSWER THE PHONE WITH SOME ENTHUSIASM OR AT LEAST WARMTH </li></ul><ul><li>ALWAYS RETURN CALLS </li></ul>
  42. 42. This Presentation Designed by Mr Somasekhar.G

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