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CustomerServiceChap3

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3 2 ,[object Object],[object Object],[object Object],Skills for Success Verbal Communication Skills Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
Skills for Success ,[object Object],[object Object],[object Object],[object Object]
[object Object],Two-Way Communication
Elements of the Interpersonal Communication Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Negative, Vague or Weak Terminology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Words, Phrases that are Weak : Discuss the students’ lists.
Problems with Global Terms ,[object Object],[object Object],[object Object],[object Object],Review students’ lists and discuss impact on service.
Ways to Communicate Positively ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Communicating Positively , continued ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Additional ways to communicate positively :
[object Object],[object Object],[object Object],More Ways to Communicate Positively :
[object Object],[object Object],[object Object],Communicating Positively : Ways to communicate in a helpful manner
Communicating Positively , continued ,[object Object],[object Object],[object Object],[object Object]
Non-retail Establishment Behavior ,[object Object],[object Object],[object Object]
Providing Feedback
Being Assertive ,[object Object],[object Object]
Assertive versus Aggressive Behavior ,[object Object],[object Object],[object Object]
Understanding Aggressive Service ,[object Object],[object Object]
Forms of Conflict ,[object Object],[object Object],[object Object],[object Object]
Recognizing Causes of Conflict ,[object Object],[object Object],[object Object],[object Object],[object Object]
Causes of Conflict , continued ,[object Object],[object Object],[object Object],[object Object],[object Object]
Guidelines for Effective Conflict Management ,[object Object],[object Object],[object Object],[object Object]
Guidelines for Effective Conflict Management , continued ,[object Object],[object Object],[object Object],[object Object]

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