This presentation is designed to assist in understanding Service Excellence and in 'connecting the dots' as it relates to ethics in business.

1. Excellence in Customer Service &
Business Ethics
Prepared and facilitated by Elaine Oxamendi Vicet

2. METHOD OF DELIVERY
This training session is highly interactive and is
activity based. Participation is required.

3. ACTIVITIES UDERSTANDING HOW WE
COMMUNICATE
 Use two adjectives to describe yourself, use the
first letter of your first name. (perception)
 Right foot, right hand (what you say is not always
what is understood)
 The story of the vulture, rat bat and the bumble
bee.
 Let us communicate…now we can begin

4. ACTIVITY
“Letting Go!”
Trust is at the heart of love. Love is the predominant
message in the bible. When we say we love each
other, is that synonymous with that we trust them?
 Ask yourself, “ to what extent do you trust the
person to the right or left of you?” BE HONEST!
 Write down the reasons why you do not trust the
person or persons.

5. What do you see?

6. WHAT HOLDS US BACK?
 Fear…”I just can’t make friends.”
 Doubts…”What if they don’t like me?”
 Shame…”I know they won’t forget that time when I…”
 Lack of Confidence…” I can’t lead because…”
 Low self esteem…”I am not good enough.”
 I thought you said…”s/he always says something and mean
something else, I just don’t get it!”
 Bias…I don’t like that person. S/he cannot be on my team.
Discussion!
30 years ago Japan had 9% of the market, today they have 37%.
30 years from now you won’t have the same job? What is holding
you back?!

7. Reality Check.
Check your Attitude!
Ask yourself, be honest.
 Where did you get your attitude?
 What attitude cannot do for you?
 Would you like to meet someone with your attitude?
 How would that make you feel?
 What is the difference in having a positive attitude as
opposed to a negative one?

8. ACTIVITY
TIME TO TAKE A STAND.
Write something positive about the person or persons
you wrote about earlier.
Affirm them. Start by saying to that person/persons…”I
like you because or I think you are good at…”
Write something good about yourself!
How does that make you feel?

9. The Caine Identity Profile
Four types of profiles:
• Evaluator- vision dominates, loves order and system, can be picky, is rigid
when under pressure.
• Nurturer: emotions and touch dominates, loves relationship and detail, and
tends to follow, can be clingy, is overly sensitive under pressure.
• Director: sound dominates, loves big picture and taking charge, can be
‘bossy’, applies pressure under pressure.
• Adventurer: no one dominates though smell and taste are really important,
loves variety, can be flighty, becomes scattered under pressure.
Most persons are a blend of one or more type, the important question who do
you become when you are on the job or at play?

10. LEARN EFFECTIVE
COMMUNICATION SKILLS
 We need to understand another’s perspective.
 It is okay to be challenged, it sharpens us.
 Listening and acknowledging that you understand is
golden.
 Giving and receiving, leads to mutual gain.

11. Ronald Shapiro/Mark Jankowski
 “Bullies, Tyrants and Impossible People: How to beat them
without joining them”
 N.I.C.E.: the antidote for B.T.I.P.
 N - neutralize our emotions
 I – Identify the type of B.T.I.P you are facing
 Situationally difficult
 Strategically difficult
 Simply difficult
 C – Control the encounter
 E – Explore options

12. COMMUNICATION
 Linear
 Interactive
 Transactional
What does each mean and when do we use each?
Discussion.

13. Effective Listening
• Requires being focussed.
• Ask questions and not arrive at an uniformed
conclusion(s).
• Speaks in turn, not out of turn.
• Assimilates information.
• Verifying information.
• Paraphrasing.
• Body cues are sincere and in tune

14. What then is Communication?
 Your Thoughts.
 Establish a group definition.

15. Communication is:
Communication is the active process
of exchanging feelings and ideas and
coming to a common
understanding.

16. COMMUNICATION SKILLS
REQUIRES:
 Good team behaviour.
 Understanding another’s perspective
 Listening and acknowledging that you understand.
 Knows that giving and receiving, leads to mutual gain

17. EFFECTIVE COMMUNICATION
Examine your…
 WORD CHOICE
 WORD USE
 EXPRESSION
 GESTURE
 TONE

18.  Pride
 Vanity
The Great Sin

19. Stages of Listening
 Receiving
 Interpreting
 Evaluating
 Responding

20. Non Verbal Cues
 Kinesics- body language
 Vocalics- para language, voice volume,
speaking rate
 Proxemics- space
 Haptics- touch
 Artifactual- appearances
 Olfactics- smell, odour
 Chronemics- how we perceive time

21.  Researches
 Curious
 Examines trends
 Forecasts
 Projects
Character Traits
 Purposeful
 Competent
 Creative
 Expresses well
 Forges relationships
 Flexible
Personal Traits
Begin
with the
end in
mind
 In the know
 Studies to show
thyself approved
 Personal drive
 Seeks
continuous
training
Intrinsic Factors Extrinsic Factors
 Family
 Culture
 Education
 Society
 Work
 Church
EXTERNAL ENVIRONEMNT:
Political
Social
Technological
Political
Do something
different
PASSION
Willingness to do
something different
HOW?

22. Overcoming Barriers to Communication
• Develop good listening skills.
• Encourage transactional communication.
• Be aware of your non-verbal cues and possible
meaning.
• Maintain credibility.
• Be sensitive to the other person’s perspective.
• Be sensitive to gender issues.

23. 5 formals Types of Communication
• The wheel
• The Y
• Chain
• Circle
• All channel

24. 2 Informal Types of Communication
• The grape vine
• Cluster Chain

25. ETHICS
Standards of conduct that indicate how one should
behave on moral duties and virtues.

26. 5 Views on Ethics
• Utilitarianism: considers the greater good rather than
what is best for an individual.
• Aristotle: Golden mean of moral virtue.
• Kant’s: Categorical imperative, “that which you will to
become universal law.”
• Mill’s: Principle of utility. Seeking the greatest
happiness for the greatest number.
• Judeo- Christianity: Give respect by loving your
neighbour as thyself.

27. Code of Ethics in Communication
• Advocacy: Serving the public interest by responsibly
managing information while acting as a voice for that
public(s).
• Honesty: Adhere to the highest standard of accuracy and
truth.
• Expertise: Continuously acquire specialised knowledge
and experience to enable the practitioner to be a better
advocate.
• Independence: Provide objective counsel, free from bias
or fear.
• Loyalty: Remember the 5 duties that governs the
profession.
• Fairness: Dealing with equity with all publics.

28. ACTIVITY
• Develop a code of ethics for:
Yourself
Your place of work

29. Answers these questions
1. Is it wrong to use office email for personal reasons?
2. Is it wrong to use office equipment to help family?
3. Is it wrong to play computer games on office time
and/or using office equipment?
4. Is it wrong to accept a gift from a customer?
5. Is it wrong to accept a tip form a customer when
tips are not allowed?
6. Is it wrong to use the company telephone for
personal calls, without authorisation?
Is it every okay to do any of the things from 1 -6?

30. Noble Quotes
• Plato: Education makes you human.
• Rex Nettleford: Education makes fit for life and fit to
live with.

31. Summary
Each person is required to state 3 things they have learned
from the presentation and how those 3 things have
impacted their life.

32. Seven golden rules
• Know yourself
• Audit your strengths and weakness
• Train, train, train
• Make a decision
• Accept your position
• Affirm more than you complain
• Live at peace and be at peace with yourself