What does Star mean , and what are its uses on call, defining each letter and its sub parts
What is empathy and how is it useful while talking to the customer
An example as how empathy can be shown on a call when the customer is irate(English)
Same scenario in hindi(showing empathy to an angry customer)
Why are apologies so important and when and where can they be used
This showcases the actual meaning of interruption on calls
This shows the causes and effects of interruption over a call
What can we do to prevent the interruption on calls
This shows What is overlapping while talking and when does it occur
This shows what are the causes and effects of over lapping on calls
What can we do to prevent the overlapping/parallel talking on calls
Activity : Call listening on interruption and over lapping
Activity :
For Tone
create sets of cards that describe different tones of voice, such as sad, defeated, joyful, etc.
Say a sentence for the class in several different tones of voice. Discuss how changing your tone of voice changes the way the listener perceives the message you are communicating. For example, if you said, ''Hand me the report'' in an angry tone of voice, a coworker might think you are upset or treating him/her harshly. If you say the same sentence in an objective or friendly tone, the coworker would probably think you're simply asking for assistance.
For Empathy and Apology
Give live case scenarios and ask the class to respond to those scenarios
For Interruption and Over lapping
Ask the observation for the call played, and discuss