Thank you for calling ABC Company, this is John speaking. How may I help you? Customer: Hi John, my name is Sam. I placed an order for a laptop last week but I haven't received any confirmation or shipping details yet. Can you please check on the status of my order?

1. By
Rajiv KP
9946552648
The Art of Communicating Well

2. Why is communication important
“80% of working day involves
communication”
 Inspires confidence
 Builds respect in business and social life
 Helps make friends
 Develops a distinct personality
 Reveals your ability to others

4. What is communication process?
“Transmission of a message from a sender to a
receiver in an understandable manner.”
• The communication process is a guide toward realizing effective
communication.
• Effective communication leads to understanding.

5. Components of Communication
• The communication process is made up of four key components.
• Those components include encoding, medium of transmission,
decoding, and feedback. Sender and Receiver are also a part of it.
Sender Message Receiver
Feedback

6. Idea
Decode Idea
Listens
Reads
Observes
Speaks
Writes
Acts
Draws
Words
Actions
Pictures
Numbers
Encode
Symbols
The receiver
Sender

7. Flow of communication
At the workplace
* Upward
From employee to superior
* Downward
From superiors to the employee
* Lateral
From one employee to another

8. We need to improve
communication
70 % of our communication efforts are:
 misunderstood
 misinterpreted
 rejected
 distorted or not heard

9. Critical success factor
The majority of your perceived ability comes
from how you communicate
55% Tonal
38% Visual
7% Verbal
93% of all Communication is non verbal - Skill

10. Types of Communication
Types of communication based on the
communication channels used are:
1. Verbal Communication
2. Nonverbal Communication

11. Verbal Communication
Verbal communication refers to the form of communication in which
message is transmitted verbally; communication is done by word of mouth
and a piece of writing..

13. Do’s
• Use precise, memorable and powerful words
• Support your words with visual aids
• Give examples
• Eye contact
• Active listening
• Paraphrase
• KISS – Keep it short and simple
• Avoid interrupting
• Appropriate facial expressions
• Exhibit affirmative head nods
• Empathy

14. Don'ts
• Do not use technical terms and terminologies not
understood by majority of people .
• Do not speak too fast or too slow.
• Do not speak in inaudible surroundings as you wont
be heard .
• Do not assume that everybody
understands you.
• Do not interrupt the speaker.

15. Success of any communication depends on receiver’s
Understanding
AND THERE LIES THE
IMPORTANCE
OF LISTENING SKILLS
AND ASKING QUESTIONS !

17. Techniques to improve listening skills
PARAPHRASE
Restate what was
said in your own
words
SUMMARIZE
Pull together
the main points
of a speaker
QUESTION
Challenge speaker
to think further,
clarifying both your
and their
understanding

18. Non Verbal Communication
We can say that communication other than oral such as
gesture, body language, posture, tone of voice or facial
expressions, is called nonverbal communication.
“Non Verbal Communication is important
because it enhances and helps conveying your
message in an effective and accurate manner”

19. Nonverbal communication is all
about the body language of speaker

20. THE MOST EFFECTIVE NON-
VERBAL TOOL

21. Barriers to Communication
 A barrier reduces or changes the quality of
the message being transmitted
 Types :
1. Physical 2. Psychological
Poor health Lack of Concentration
Sound / noise Attitude and bias
Unsuitable temperature Lack of self discipline
Distractions Low emotional
state

22. Flashing eyes
Rolling eyes
Quick movements
Slow movements
Arms crossed
Legs crossed
Slouching
Hunching
Lack of personal hygiene
Doodling
Avoiding eye contact
Staring at people
Over fidgeting
The Non-Verbal Barriers
Gestures out of exasperation

23. HOW TO COMMUNICATE
EFFECTIVELY TO YOUR
CUSTOMERS OVER PHONE

24. Telephone Etiquettes

25. Why is telephone handling important?
 First impression
 Customer expectation of your company’s ability to
help - Both internal and external customers
 Company’s image is at stake, on line
 Manner in which a company's telephone is answered
gives strong signals to the caller on the corporate
character of that organization.
 Chance for misinterpretation is higher

26. Preparing for the call
•Organizing your work place
•Pre check on logistics
•Knowledge
•Products & services
•People & their roles
•Customer
•Competition
•Attitude

27. Opening of a Call
 Greeting with Smile, Energy and Enthusiasm
 Self Introduction
 Purpose of call
 Customer’s Convenience

28. Content Delivery
 Be on camera
 Language
 Tone & Pace
 Be Polite
 Care Phrase
 Apologize / Empathy
 Avoid dead air
 Be a careful listener
 Assertiveness
 Probing

29. Be on Camera
Liveliness

30. Language
 Talk to customer in his
language.
 Avoid using technical
terms
 Avoid using slangs
 Use short sentences

31. Tone and Pace – What is it?
Tone: manner of expression in
speaking or writing
Pace: the speed of communication
while speaking

32. How to set the Tone and Pace
 Volume – speak so the customer can hear you clearly. If
the customer states they cannot hear you, or if you are
asked to repeat information, your volume may need to be
adjusted.
 Rate – speak at a comfortable pace for the customer. If
the customer is a fast speaker, adjust your pace to align
with their needs. If the customer is having difficulty
understanding and/or speaks slowly, adjust your pace to
fit their needs.

33. Be Polite towards the Customer
•Ensure that you are polite towards the customer
•Don’t hurt customers by words or tone.

34. Care Phrase – What is it?
A care phrase is a positive statement made to affirm your
willingness to work with the customer to solve their problem.
 Incorporate at least 1 care phrase in each interaction:
 “Absolutely”
 “I’d be happy to

35. Apologize
 Apologize to the customer.
 Don’t hesitate to tell sorry, it
will not pull you down,
instead will take you through
the ladder.

36. Closing a Call

37. Closing
•Summarize in your own words
•Any other assistance needed
•Thanking the customer for spending his valuable time
•Wish him a good day

38. Role Plays

39. Mock Call practice
Get Set Go