Communication and personality_devlopment

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Communication and personality_devlopment

  1. 1. COMMUNICATION & PERSONALITY DEVLOPMENT DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar
  2. 2. WHAT IS COMMUNICATION ?
  3. 3. What are the most common ways we communicate? Visual Images Body LanguageWritten Word Spoken Word
  4. 4. Communication As An Entire Behavioural Process Habit Mannerism Appearance Etiquette
  5. 5. Its not just what you say…but how you say it! Face to Face Body Language 55% Words 7% Tone of Voice 38% Voice Conversation ToneofVoice 86% Words 14%
  6. 6. • In a study of communication at the University of Pennsylvania in 1970 (Kinesics and Communication, R. Birdwhistle), the researchers determined that in communication, 7% of what we communicate is the result of the words that we say, or the content of our communication. 38% of our communication to others is a result of our verbal behaviour, which includes tone of voice, timbre, tempo, and volume. 55% of our communication to others is a result of our nonverbal communication, our body posture, breathing, skin colour and our movement. The match between our verbal and non-verbal communication indicates the level of congruency.
  7. 7. 3 V’s Verbal - Speak & Write Non Verbal Voice “ ENERGY ”
  8. 8. All communication methods are important, but our emphasis will be upon the spoken word... since 70 % or all our communication efforts are: misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)! Spoken Words
  9. 9. Basic Telephone Etiquette UNTANGLE THE TANGLE
  10. 10. • Differentiate in talking on the telephone & in person • Improve Voice Quality • Listen actively • Paraphrase • Hold & Mute • Transfer Calls • Take Messages • Exhibit Telephone courtesy
  11. 11. GREET THE CALLER A greeting should always be the entry point of phone conversation. It indicates your friendliness and openness your willingness to provide quality service
  12. 12. GIVE YOUR NAME This basic act of courtesy lets the caller know that he or she has reached the correct person, department or company.
  13. 13. “Good Morning, This is <your first name>, How may I help you?” CALL STRUCTURE (OPENING)
  14. 14. SK THE CUSTOMER IF YOU CAN ELP Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs. It pays to write down the customer’s name and use it regularly in your conversation.
  15. 15. Answer the call in the Three Rings Greet the caller Give your name Ask the customer if you can help Remember……
  16. 16. THE BODY OF THE CALL 1. Validate a Customer 2. Hold & Mute Procedure 3. Transfer a call
  17. 17. ACTIVE LISTENING Give the caller your undivided attention Actively Listen to the caller for both the content as well as the intent Avoid “Emotional Leakages” Avoid distractions Do one thing at a time
  18. 18. LET ‘EM HEAR YOU LISTENING
  19. 19. Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention Verbal feedback responses include expressions like, “All Right”, “I Understand”, “I’m making a note of that right now” WHAT IS VERBAL FEEDBACK…
  20. 20. How can we improve our listening & facilitation skills? PARAPHRASINGPARAPHRASING Restating what another has said in your own words SUMMARIZINGSUMMARIZING Pulling together the main points of a speaker QUESTIONINGQUESTIONING Asking relevant questions to help in better way and reduce errors
  21. 21. BARRIERS TO CONCENTRATION External Internal The mind can process information faster than most people talk The mind has a habit of wandering Pre-occupation
  22. 22. PRACTICES TO AVOID Avoid interrupting the customer. When you interrupt, it shows you do not care. Avoid speaking too fast, too slow. Avoid using Jargon
  23. 23. MESSAGES IN COMMUNICATION What You Want To Say What You Really Say What The Other Person Hears What The Other Person Thinks Is Heard What The Other Person Says About What You Said What You Think The Other Person Said About What You Said
  24. 24. Barriers To Communication Inattention Excessive Information Language Perception Fears Poor Listening Skill
  25. 25. EVERY CALL IS ‘NOTE-WORTHY'
  26. 26. Making notes is recommended. The human memory is not perfect Written notes give you a record of the customer’s name and message including correct spellings case reviews and accurate contact information • Jotting notes during phone conversations will help you “Actively listen”. NOTES
  27. 27. PHRASEOLO GY SOME PROFESSIONAL WORDS Yes Sir, that’s right Sir Very well Sir, Certainly Sir Very well Sir, Certainly Sir Kindly hold on Sir, Let me check it for you Sir. If the call is for you, Who am I speaking to please OR Who’s calling please? If the call is for another person, Who shall I say is calling? OR Who shall I say called? Let me check and find out. SOME CASUAL WORDS Ya OK Sure One Sec Just a minute Who’s speaking??? I’ve no idea!
  28. 28. HOLD AND MUTE PROCEDURE WHY IS THIS IS IMPORTANT? If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.
  29. 29. HOLD - Caller is aware of being on hold & will hear music MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold HOLD AND MUTE PROCEDURES
  30. 30. MUTE PROCEDURES Should only be used if the hold time is less or equal to 30 sec. For a short query when resource is close at hand. Clearing your throat, coughing or sneezing.
  31. 31. Ask the customers if you may put them on hold Because it is an inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold. Does anybody know I’m here Have I been forgotten Why is this taking so long Should I hang up #*%*# * Remember you don’t like to wait either. PERMISSION TO PUT ON HOLD
  32. 32. WAIT FOR A RESPONSE “Can you hold---”click is a situation so common that customers might be surprised to see you waiting for a response. The second part of of putting someone on hold is to wait for a positive response from the customer’s side. As soon as the customer agrees to hold say “Thank You” before clicking the hold button.
  33. 33. ELL THE CUSTOMERS - ‘WHY’’ Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.
  34. 34. GIVE A TIME FRAME Short (up to 60 seconds) - This will take a few moments Long (1-3 minutes) - This could take me 2 or 3 minutes to sort out. Would you like to hold or do you want me to call you back? Eternity (over 3 minutes) - Ask for a number to call him/ her back.
  35. 35. THANK THE CUSTOMER FOR HOLDING Saying “ Thank You for your patience” is very basic,good and common courtesy. This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.
  36. 36. TO SUMMARIZE… Ask the customers if you may put them on hold Wait for a response Tell the customers ‘Why’’ Give a time frame Thank the customer for holding
  37. 37. TRANSFERRING A CALL Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.
  38. 38. Explain why the call is being transferred Ask if the customer minds being transferred Ensure someone is there to pick up the call before hanging up Tell the person to whom the call is getting transferred, the customer’s name and purpose of call
  39. 39. EXPLAIN CO-WORKER’S ABSENCE POSITIVELY Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable. Likewise your co-workers will not like their private lives discussed with customers. Use.. Jai isn’t available at the moment / Raj just stepped out / Nikita is in a meeting, May I help you?
  40. 40. TELEPHONE COURTESY Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner. Use the ASAP technique: A:-Apologize and Acknowledge the callers feelings S: Don't Sympathize with the caller.Empathize A: Accept responsibility P: Prepare to Help.
  41. 41. HANDLING SWEARERS Making the caller aware of what he is saying will halt the swearing. For example “Sir, I can handle your problem, but I am not able to handle the swearing. I request that you stop.” Note:- 3 strikes and you are out rule.
  42. 42. ENDING THE CALL
  43. 43. KEY ACTIONS FOR ENDING THE CALL Repeat any action steps that you and the customer have agreed upon Ask the caller if you can do anything else for him/her. Thank the customer for calling and appreciate his effort and time. Let the caller hang up first. Write down any relevant information as soon as you get off the phone.
  44. 44. CLOSING THE CALL... Effective phrases for closing You are welcome Sir/Madam We appreciate your calling Thank You for calling Please call again Have a nice day. Acknowledge the details with thanks… and a
  45. 45. Thank You

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