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DEVELOPING EFFECTIVE COMMUNICATION SKILLS
A module on : ,[object Object],[object Object],[object Object],[object Object]
Basics of Communication Communication is simply a two way process of exchanging ideas, information or transmitting verbal and non-verbal messages.
Effective   Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],EFFECTIVE COMMUNICATION PRODUCTIVE RELATIONSHIP
Barriers To Communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
7c’s Of Communication CLEAR COMPLETE CORRECT CONCISE COURTEOUS CONCRETE CONSIDERATE
Process Of Communication SENDER MEDIUM RECIEVER FEEDBACK BARRIERS Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..
Essentials Of Communication Do’s ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Essentials Of Communication Don'ts ,[object Object],[object Object],[object Object],[object Object],[object Object]
Before communicating Ask yourself… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Telephone   Etiquettes
Before you place calls ,[object Object],[object Object],[object Object]
Answering the phone ,[object Object],[object Object],[object Object],[object Object],[object Object]
During the conversation… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Reports to callers ,[object Object],[object Object],[object Object],[object Object],[object Object]
Answering calls for others ,[object Object],[object Object],[object Object],[object Object]
Transferring Calls ,[object Object],[object Object],[object Object]
Obtaining the callers name ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Placing someone on hold ,[object Object],[object Object],[object Object],[object Object]
Dealing with angry customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Concluding the call ,[object Object],[object Object]
Listening skills
5 basic reasons we do not listen ,[object Object],[object Object],[object Object],[object Object],[object Object]
4 Types of listeners ,[object Object],[object Object],[object Object],[object Object],[object Object]
How to improve your listening skills? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Questioning
Types of questions CLOSE ENDED Generally result in short yes/no or other one word answers.  They should be used only when you want precise, quick answers.  Otherwise, they inhibit thought. OPEN ENDED They invite an actual explanation for a response.  Questions that begin with “how”, “what” and “why” are typical open ended questions.
Closed Questions  V/s  Open Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Probing Questions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Thank You Open To Queries

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Developing Effective Communication Skills

  • 2.
  • 3. Basics of Communication Communication is simply a two way process of exchanging ideas, information or transmitting verbal and non-verbal messages.
  • 4.
  • 5.
  • 6. 7c’s Of Communication CLEAR COMPLETE CORRECT CONCISE COURTEOUS CONCRETE CONSIDERATE
  • 7. Process Of Communication SENDER MEDIUM RECIEVER FEEDBACK BARRIERS Studies tell 70 % of mistakes in the workplace are a direct result of poor communication…..
  • 8.
  • 9.
  • 10.
  • 11. Telephone Etiquettes
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 24.
  • 25.
  • 26.
  • 28. Types of questions CLOSE ENDED Generally result in short yes/no or other one word answers. They should be used only when you want precise, quick answers. Otherwise, they inhibit thought. OPEN ENDED They invite an actual explanation for a response. Questions that begin with “how”, “what” and “why” are typical open ended questions.
  • 29.
  • 30.
  • 31. Thank You Open To Queries