Download to read offline
More Related Content
Soft skills
- 1. Soft Skills Training &Development Presented By Sadaf Hublikar Quality Analyst
- 2. Objectives of theSession To understand the need for communication To know the different styles of communication How to become an assertive communicator The importance of listening and questioning skills The need for good e-mail etiquette How to hold effective conversations over the telephone Common mistakes and blunder we create in English due to Indianism
- 3. Communication – TheHuman Connection – is the key to personal and career success - Paul J Meyer
- 4. What is Communication? • What is communication? • What is effective communication?
- 5. How do wecommunicate? By using: • Verbal Communication • Written Communication • Non Verbal Communication
- 6. Barriers to Communication •Language and cultural differences • Physical distance, geographical proximity • Emotional state and mental limitations • Poor expressions; speaking too fast • Wrong assumption and misinterpretations • Perceptions and a closed mind • Poor listening skills • Lack of empathy and understanding
- 7. Good Verbal Communication •Grammar & pronunciation • Tone & Pitch • Volume • Intonation (Voice Modulation) • ROS (Rate Of Speech)
- 8. Communication Styles • Passive: Unwillingness or inability to express what you think, feel and express • Aggressive: Expressing yourself in ways that intimidate, demean or degrade another person • Assertive: Standing up for your rights while respecting the rights of others.
- 9. Traits of beingAssertive
- 10. Listening The process ofreceiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention Listening is a conscious activity based on three basic skills: • Attitude • Attention • Adjustment
- 11. How do youshow that you are listening? L = Look interested I = Involve yourself by responding S = Stay Focussed T = Test your understanding E = Evaluate the message N = Neutralise your opinions and feelings
- 12. • Environmental /Physical •Attitudinal • Mental/Physiological • Linguistic Barriers to listening
- 13. Probing and QuestionTechnique Probing means collecting information by asking relevant questions
- 14. Why Probing Listening formsonly part of the conversation. For a conversation to flow the listener must interject with appropriate and relevant questions
- 15. Why to doprobing Check customer’s understanding of key points Understand the root cause of concern or query Check for mastery of basic concepts Encourage critical thinking Stimulate interaction with customer
- 16. Open & ClosedEnded Questions • One way question • Answer would be ‘Yes/No’ or ‘True/False’ • Such questions are to check understanding • For e.g. Did you receive any error message? Close ended Questions • Two way questions • Such questions are to get relevant information • Questions are to ask customer ‘Tell me more’ • For e.g. How many error messages did u receive? Open ended Questions Questions to be asked to customer are of two types-
- 17. Close Ended Questions: Did Do Can Have Will/Would IS OpenEnded Questions: How When Why Who What Where Keywords: Open & Closed Ended Questions
- 18. Advantages : Open& Closed Ended Questions Open Ended Questions Get the facts right Bring the call to a close Control the call Close Ended Questions Get a more accurate picture of the situation Improves understanding Opens up thinking about alternatives
- 19. Tips for probing Ask customer specific questions to get relevant information Ask customer only one question at a time, and then listen to his/her answer Listen patiently to what the customer says without interrupting the instruction/complaint Don’t make any assumptions while the customer is speaking Sound confident when questioning a customer. Don’t hesitate
- 20. E – MailEtiquette
- 21. Need & Importanceof Written Communication • A widely used method in the office • A permanent record of messages • It is used as a reference or a proof • It can be precise and detailed depending on how you use it • It gives the reader time to “think”
- 22. Know your audience Oncethe recipient list is decided, take care to: • Know more about the recipients • How much do they already know about the content • Level of detail which needs to be shared with them • People don’t understand what you think they understand
- 23. Edit • Unnecessary Points •Unnecessary Punctuation • Offensive Language • Harsh Vocabulary • Long Sentences
- 24. F – Facts A– Action SOFAR Structure S - Salutation O – Opening R– RegardsSOFAR So Good
- 25. Telephone Etiquette • Opening •Appropriate Responses • Placing a Call on Hold • Transferring a Call • Ending a Call
- 26. • Answer callswithin three rings. • Greet the caller. – Identify yourself. – Identify your company. – Ask how you can help (In-Bound Calls). – Ask for time to talk and proceed with the product information (Out-Bound Calls) Call Opening
- 27. • Placing callerson “hold”: – Ask if the caller minds being placed on hold. – Check back with callers so they don’t think you’ve forgotten them. – It’s okay if you don’t know the answer immediately. – If you need to research, provide an estimate of when you will follow up. Hold Procedure
- 28. Generic Rules forTelephone Etiquette • Speak clearly and directly into the mouthpiece. • Do not eat or chew gum while talking on the telephone . • Focus your attention on the caller. • Use the caller’s name during the conversation (3-4 times during the call). • Build rapport with the caller. • Always be polite. • Avoid jargon and acronyms. • Follow the “golden rule.” “Do unto others as you would have them do unto you.”
- 29.
- 30.