This document discusses the importance of communication skills, including listening skills, tone of voice, body language, word choice, and pace of speech. It emphasizes that tone conveys attitude and confidence, which comprise 85% of verbal communication, while word content comprises 15%. Good communication skills are needed to build positive relationships with customers and vendors through clear, concise speaking and active listening without interruptions or assumptions. The document also notes the role of accent neutralization in effective communication.

1. By Pratibha & Dipaswini

2. We rely only on Communication
It creates an image about you and the company as
well
Excellent communication can build positive and long
lasting relationship with the Customers or Vendor

3. Body language, gesture and facial expression
doesn’t play a vital role
Tone of Voice and Confidence plays 85% - attitude
– how you address the Vendor/Customer
Word Content plays 15% - the way the message is
put across to the caller with a proper accent

4. Activity

5. Listening skills plays an important role in
Communication
A good listener can accomplish more in a shorter
period of time
The conversation stays on track and even more
valuable – Customer/Vendor feels respected
“Good Listeners are Good Leaders”

6. Faster rate of speech indicates anger or impatience
Slower rate of speech indicates fatigue and
disinterest
These indication might be misleading
The average rate of speech should be 125-150
words per minute

7. 85% of verbal communication happens through our tone
(attitude)
Energy portrays the Service Attitude
Confidence portrays the Care for our Customer
Person may be frustrated, irritated or intimidated
(Persons’ emotional state)
Our tone should vary as per the Customers’ / Vendors’
emotional needs too

8. Be clear and concise
Do not repeat the sentences more than twice
(repeat it if required)
Proper sentence formation with correct tense and
grammar (makes you more confident)

9. Activity

10. Don’t get distracted
Don’t interrupt the speaker
Don’t finish the sentences of speaker
Don’t assume before the speaker finishes

11. Many of us think “Communication Skills” means
just speaking
We think about formulating sentences well, using
eloquent words or being succinct or funny, but we
never think about neutralizing our “Accent”
Those who do realize it are probably the “Best
Communicators”

12. Thank You