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
4. What are the most common
ways
we communicate?
Visual Images
Body LanguageWritten Word
Spoken Word
5. Communication As An Entire
Behavioural Process
Habit
Mannerism
Appearance
Etiquette
6. 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%
7. • 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.
9. 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
11. • Differentiate in talking on the telephone & in
person
• Improve Voice Quality
• Listen actively
• Paraphrase
• Hold & Mute
• Transfer Calls
• Take Messages
• Exhibit Telephone courtesy
12. 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
13. GIVE YOUR NAME
This basic act of courtesy lets the caller know that
he or she has reached the correct person, department
or company.
15. 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.
16. Answer the call in the Three Rings
Greet the caller
Give your name
Ask the customer if you can help
Remember……
17. THE BODY OF THE
CALL
1. Validate a Customer
2. Hold & Mute
Procedure
3. Transfer a call
18. 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
20. 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…
21. 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
23. 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
24. 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
28. 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
29. 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!
30.
31. 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.
32. 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
33. 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.
34. 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
35. 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.
36. 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.
37. 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.
38. 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.
39.
40. 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
41. 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.
42. 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
43.
44. 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?
45. 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.
46. 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.
48. 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.
49. 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
