2. FACILITATOR’s PROFILE
EXPERIENCED CORPORATE TRAINING LEADER AND CONSULTANT
With 360 ˚ immersion in end-to-end Nesting Process, Communication, and Product training.
TRAINING AND MULTIDISCIPLINARY CORPORATE LEADER
Almost 10 years extensive leadership experience leading various teams of 30 professionals
IMMENSE EXPOSURE IN TOP-NOTCHED BPOs AND GLOBAL BRANDS
with more than 10 solid years working in operations and training from high caliber organizations
Partial List of Organizations Served
CORPORATE TRAINER, Global Learning & Organizational Capability
Marlon James Gibela
3. Ask a
question.
This is a
safe room
to ask
questions
We value
respect.
Refrain from
any action
that may
distract the
other
participants
Join the
bridge, at
least 5
minutes,
before the
training
schedule
Your time
is
important.
Focus and
have fun
learning
You may
take
screenshots
or notes
during the
discussion
Be vigilant. Put
your electronic
device on mute
and let the
facilitator know
if you’re
experiencing
technical
challenges
Make sure
that your
mic and
camera are
working
properly
4. 01
02
03
Enhance customer experience by creating an inclusive and
welcoming environment for customers from different ages and
cultural backgrounds.
Improve rapport-building by effectively tailoring communication,
leading to more meaningful and positive interactions.
Recognize the warning signs of potential conflict and how to deal
with them.
55. 4 Developmental Stages of Empathic Listening
Stage 1
Mimic Content
Stage 2
Rephrase the
Content
Stage 3
Reflect Feeling
Stage 4
Rephrase the
Content &
Reflect Feeling
Put the content in your own
words AND reflect back the
feelings you sensed.
56. Stage 1 – Mimic
Content
Stage 2 –
Rephrase the
Content
Stage 3 – Reflect
Feeling
Stage 4 –
Rephrase the
Content & Reflect
Feeling
4 Developmental Stages of Empathic Listening
“I understand that you feel _____________ about ______________”
(Feeling) (Who/What caused the
feeling)
57. 4 Developmental Stages of Empathic Listening
“I understand that you feel _____________
about ______________”
(Feeling)
(Who/What caused the
feeling)
77. Stress can be defined as our mental,
physical, emotional, and behavioral
reactions to any perceived demands
or threats.
78. When situations seem threatening to
us, our bodies react quickly to supply
protection by preparing to take
action. This physiological reaction is
known as the "fight or flight"
response.
The physiological response to a stressor
is known as reactivity
Physiological responses can accumulate
and result in long-term wear on the
body
79. Distress is the ongoing feeling of
being overwhelmed, oppressed, and
falling behind in our responsibilities,
with no relief in sight.
Eustress is the positive form of stress,
where challenges are seen as
meaningful opportunities that energize
and motivate us to meet
responsibilities and achieve goals.
80. We perceive a situation as
dangerous, difficult, or painful.
We don't believe we have the
resources to cope.
81.
82. Suggestions for Reducing Stress
Find a support system
Change your attitude
Be realistic
Get organized and take charge
Take breaks, give yourself "me
time."
Take good care of yourself
Learn to say "no."
Get regular exercise
Get a hobby, do something
different
Slow down
Laugh, use humor.
Learn to relax.
Be Open-Minded: Approach unfamiliar customs and beliefs with an open mind, free from judgment or prejudice. Recognize that diversity enriches our lives and opens us up to new experiences and opportunities for growth
Respect Differences: Celebrate the richness of cultural diversity by respecting differences and avoiding cultural appropriation. Treat others with dignity and respect, honoring their customs and traditions without imposing your own beliefs onto them.
Use Appropriate Language and tone: To effectively address diverse customer needs, it's crucial to adopt the appropriate language and tone, considering cultural sensitivities. Understanding cultural norms and customs significantly impacts communication preferences, ensuring interactions are respectful and considerate.
Language proficiency is key when engaging with customers from different cultures. Speaking their language or having a basic understanding demonstrates respect and fosters comfort. Likewise, using the right tone sets the conversation's mood, building rapport and making customers feel valued.
For instance, when assisting a customer from Japan, incorporating honorifics like "san" and polite phrases such as "arigatou gozaimasu" or "sumimasen" reflects respect and enhances the interaction experience.
In summary, cultural sensitivity and language proficiency are essential in addressing diverse customer needs. Adapting language and tone according to cultural expectations facilitates effective communication and strengthens relationships across various backgrounds.
Approach unfamiliar customs and beliefs with an open mind, free from judgment or prejudice. Recognize that diversity enriches our lives and opens us up to new experiences and opportunities for growth.
Celebrate the richness of cultural diversity by respecting differences and avoiding cultural appropriation. Treat others with dignity and respect, honoring their customs and traditions without imposing your own beliefs onto them.
Make sure to use the right language and tone when dealing with diverse customer needs, so you can effectively address their concerns. Cultural sensitivity plays a crucial role in providing excellent customer service across different cultures. It is important to be aware of cultural norms and customs, as they can greatly influence communication preferences. By being sensitive to these differences, you can ensure that your interactions are respectful and considerate.
Another key aspect is language proficiency. When communicating with customers from different cultures, it is essential to speak their language or at least have a basic understanding of it. This shows respect for their culture and helps them feel more comfortable during the interaction. Additionally, using appropriate tone is equally important as it sets the mood of the conversation. A friendly and empathetic tone can help build rapport with customers and make them feel valued. On the other hand, using a formal tone may be more suitable in certain cultures where professional conduct is highly regarded.
To illustrate this point further, let’s consider an example scenario where a customer from Japan contacts your company’s customer service department seeking assistance with a product issue. In Japanese culture, politeness and respect are highly valued traits in communication. Therefore, addressing the customer with honorifics such as “san”after their name (e.g., Mr./Ms.) would be appropriate to show respect towards them. Additionally, using polite phrases like “arigatou gozaimasu”(thank you very much) or “sumimasen”(excuse me) can contribute to a positive interaction experience for the Japanese customer.
Being culturally sensitive and having language proficiency are vital when addressing diverse customer needs. Adapting your language choice and tone according to cultural expectations enhances effective communication and fosters stronger relationships with customers from different backgrounds.
Putting yourself in the customer's shoes is the first step towards creating exceptional experiences. By empathizing with their challenges and frustrations, businesses can tailor their approach to better meet their needs.
Gone are the days of one-size-fits-all solutions. Customers now expect personalized experiences that cater to their individual preferences and behaviors. Whether it's through targeted marketing campaigns or customized product recommendations, personalization is key to building lasting relationships.
Anticipating the customer's needs and addressing them before they even arise is a hallmark of the Customer Experience Mindset. Whether it's providing timely updates on order status or offering proactive support, proactive communication demonstrates a commitment to the customer's satisfaction.
Verbal communication is how we express ourselves through speech, varying in effectiveness based on factors like tone, clarity, and word choice. Feedback helps gauge effectiveness, and adjusting to the audience improves it further. Nonverbal communication, such as tone, body language, and eye contact, supplements spoken words, conveying emotions and intentions. Improving both verbal and nonverbal communication skills is essential for effective communication in various life situations.
Because you so often listen autobiographically, you tend to respond in one of four ways:
Evaluating: You judge and then either agree or disagree. Probing: You ask questions from your own frame of reference.
Advising: You give counsel, advice, and solutions to problems.
Interpreting: You analyze others’ motives and behaviors based on your own experiences.
Communication styles can vary widely based on cultural background, personality traits, and situational factors. Some people prefer direct and concise communication, while others may value warmth and empathy. Recognizing these differences is essential for effective communication
Aggressive communicators use this style to attempt to dominate the discussion. They speak louder than the other participants, maintain intense eye contact and step into the personal space of others while talking.
Those who use this style end up, whether intentionally or unintentionally, belittling who they speak to. This can create a reluctance to engage that undermines the intent behind their words. It’s not impossible to use an aggressive communication style in a professional setting; however, it takes skill to come off as confident rather than overbearing.
As there is so much room for misinterpretation, it’s best to avoid an aggressive communication style where possible.
Examples of an aggressive communication style include:
‘You all made too many mistakes during this project.’
‘Just do as you’re told.’
‘I think you’re wrong, so I’ll do it my way instead.’
The passive communication style strives to avoid conflict using humble and easy-going language, but it can also lead to speakers having difficulty expressing themselves. As a result, more assertive voices lead the conversation. This is also sometimes termed a more submissive communication style.
Passive communicators’ inclination to dance around uncomfortable topics can also lead to misunderstanding within the workplace. While the more submissive speech patterns can make it easier to deal with difficult clients or colleagues, it’s less useful in a more collaborative space.
Examples of a passive communication style include:
‘It’s no big deal; we can fix it.’
‘I don’t want to start a fight, but…’
A passive-aggressive communicator uses techniques from both namesake styles. In this style, you use the outwardly humble tone from the passive style to mask more aggressive sentiments. Like a passive speaker, a passive-aggressive communication style tends to avoid direct conflict, creating a discrepancy between actions and actual opinions.
Passive-aggressive employees express their discontent using indirect methods such as gossip, starting rumours, the silent treatment and condescension. This kind of communication is universally inappropriate within a business environment, only working to frustrate your workforce and worsen social situations.
Examples of a passive-aggressive communication style include:
‘Sure, I’m fine with doing things your way.’ (Then mutters, ‘It’s not like it’s going to work…’)
‘Yeah, I’m happy to help.’ (But then does the exact opposite of your instructions.)
‘I’m not upset; it’s fine you didn’t listen to me.’
As a manipulative communicator, you’ll use cunning tactics to guide the discussion in the direction you want it to go. This style influences others to act a certain way while hiding your true intentions.
Manipulative speaking styles are harder to recognise because they can appear like more appealing speaking patterns. However, if your manipulations are revealed, everything said from then on can come off as insincere.
Manipulative speakers can create problems within the workspace. However, you can put their ability to get their way to more positive use if they focus on meeting the needs of their co-workers.
Since a manipulative communication style depends on obfuscation, it’s difficult to recognise it through words alone. Instead, look for discrepancies between what a person says and their actions.
Examples of a manipulative communication style include:
‘I have to complete this project by Friday; if only someone were available to help me…’
‘I rushed to finish the presentation by the deadline; I wonder if it’s good enough.’
An assertive communicator shows confidence in what they say without monopolising the conversation. This communication style is the most effective at work because it encourages cooperation. As an assertive speaker, you consider the viewpoints of others while communicating your own perspective, seeking compromise when there’s a disagreement.
Examples of an assertive communication style include:
‘I understand your viewpoint, but I respectfully disagree for XYZ reasons.’
‘I feel like you shouting over me during the meeting wasn’t productive to the discussion.’
‘Does anyone else have any thoughts to share before we move on?’
Cultural Background: Cultural norms shape communication styles, influencing factors such as assertiveness, hierarchy, and indirectness.
Personality Traits: Introverted individuals may prefer listening and processing information internally before responding, while extroverts may thrive on external dialogue and interaction.
Situational Context: The nature of the interaction, such as a professional meeting versus a casual conversation, can influence the appropriate communication style
Cultural Background: Cultural norms shape communication styles, influencing factors such as assertiveness, hierarchy, and indirectness.
Personality Traits: Introverted individuals may prefer listening and processing information internally before responding, while extroverts may thrive on external dialogue and interaction.
Situational Context: The nature of the interaction, such as a professional meeting versus a casual conversation, can influence the appropriate communication style
Active Listening: Pay close attention to verbal and nonverbal cues to gauge the preferred communication style of the other party.
Flexibility: Be adaptable in your approach, willing to adjust your communication style based on the specific circumstances and needs of the individual or group.
Empathy: Show empathy and understanding towards others' perspectives, even if they differ from your own.
Clarity: Strive for clarity and precision in your communication, especially when conveying complex ideas or instructions.
Respect: Respect cultural differences and individual preferences, avoiding judgment or imposition of your own communication style.
Pay close attention to verbal and nonverbal cues to gauge the preferred communication style of the other party.
Be adaptable in your approach, willing to adjust your communication style based on the specific circumstances and needs of the individual or group.
Show empathy and understanding towards others' perspectives, even if they differ from your own.
Strive for clarity and precision in your communication, especially when conveying complex ideas or instructions.
Respect cultural differences and individual preferences, avoiding judgment or imposition of your own communication style.
We say we feel "burned out," stressed out, overwhelmed, angry, irritable, depressed, anxious, and on the verge of "losing it."
In the days of the cavemen, the fight or flight response was key to their survival. When faced with a threatening tiger, for instance, a caveman had two main choices. He could fight the tiger or he could run away. Either way, his body had to prepare quickly to respond. The caveman's heart began to race, his breathing rate increased, his pupils dilated, his muscles became tense, and his mind processed information rapidly. This natural response to danger helped the cavemen to protect himself and to survive.
Examples of distress include financial difficulties, conflicts in relationships, excessive obligations, managing a chronic illness, or experiencing a trauma.
Examples of eustress include graduating from college, getting married, receiving a promotion, or changing jobs.
Our Perceptions = How Stressed We Feel
We often identify specific events, people, or situations that seem to make us feel stressed. It's as if these things automatically cause us feel stressed out. In reality, it's how we perceive an event, the meaning we give to it, that leads us to feel stressed or not stressed about it.
The interesting thing about stress is that it begins with our own perceptions of things!
Have you ever noticed that some people can feel quite stressed out about a particular event while others don't seem to be bothered by it at all? For instance, if three of your friends all get a poor grade on a test, you might notice some different reactions. One friend may seem mildly annoyed for an hour or so. Another friend doesn't seem to be bothered at all. The third friend, however, might become quite alarmed by this poor grade. She can't get it off her mind, she vows to study three times as hard next time, she can't concentrate on her other work, and she might even find it difficult to fall asleep that evening. She might become increasingly concerned about all the grades she'll make this semester, and wonder whether her GPA will suffer.
In a case such as this, a poor grade on a test means something different for each of your friends. The same situation has happened to all three, but each person feels more or less stressed about it because of what it means to him or her.
What are your "red flags," or warning signs, that stress is creeping into your life? If we keep pushing ourselves, eventually something inside of use will send "red flags," or warning signs that stress is becoming a problem.
Challenge yourself to delay immediate rewards in favor of long-term goals. By developing patience in small everyday situations, such as waiting in line or dealing with traffic, you can strengthen your ability to tolerate frustration and uncertainty.
Instead of focusing on what you lack or what you're waiting for, cultivate gratitude for what you already have. Shifting your perspective towards abundance can help foster patience and contentment in the present moment.
Accept that life is unpredictable, and not everything will go according to plan. Instead of resisting setbacks or obstacles, view them as opportunities for growth and learning.
Cultivate empathy towards yourself and others by recognizing that everyone is on their own journey. Be compassionate towards yourself when things don't go as planned, and extend that same understanding to others
