Power Up Communication Skills - Rita Emmet

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Powerpoint from Communication Session at 2010 Fall Workshop, Great Falls, MT

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Power Up Communication Skills - Rita Emmet

  1. 1. COMMUNICATE EASILY WITH THE PEOPLE IN YOUR LIFE © Rita Emmett
  2. 2. <ul><li>Woman without her </li></ul><ul><li>man is nothing.  </li></ul>© Rita Emmett
  3. 3. <ul><li>Woman, </li></ul><ul><li>without her man, is nothing. </li></ul>© Rita Emmett
  4. 4. <ul><li>Woman! Without her, man is nothing. </li></ul>© Rita Emmett
  5. 5. What Is Communication? <ul><li>7% Words </li></ul><ul><li>38% Voice Quality </li></ul><ul><li>55% Body Language </li></ul>© Rita Emmett
  6. 6. <ul><li>LIST ALL THE WAYS </li></ul><ul><li>WE COMMUNICATE </li></ul><ul><li>BESIDES THE </li></ul><ul><li>MEANING OF WORDS </li></ul>© Rita Emmett
  7. 7. <ul><li>The most important thing </li></ul><ul><li>in communication </li></ul><ul><li>is to hear what isn’t </li></ul><ul><li>being said. </li></ul><ul><li>--- Peter Drucker </li></ul>© Rita Emmett
  8. 8. <ul><li>THE VERY, VERY </li></ul><ul><li>WORST </li></ul><ul><li>LISTENING THAT </li></ul><ul><li>YOU CAN DO </li></ul>© Rita Emmett
  9. 9. <ul><li>THE VERY, VERY </li></ul><ul><li>BEST </li></ul><ul><li>LISTENING </li></ul><ul><li>THAT YOU CAN DO </li></ul>© Rita Emmett
  10. 10. <ul><li>When you talk, </li></ul><ul><li>you repeat what you already know; </li></ul><ul><li>when you listen, </li></ul><ul><li>you often learn something. </li></ul><ul><li>--- Jared Sparks </li></ul>© Rita Emmett
  11. 11. <ul><li>REMEMBER: </li></ul><ul><li>THE CUSTOMER FROM HELL </li></ul><ul><li>OFTEN HAS BEEN THROUGH HELL </li></ul>© Rita Emmett
  12. 12. <ul><li>TAKE A DEEP BREATH BEFORE </li></ul><ul><li>SPEAKING. </li></ul>© Rita Emmett
  13. 13. <ul><li>DON'T RUSH </li></ul><ul><li>OR INTERRUPT THE CUSTOMER. </li></ul>© Rita Emmett
  14. 14. <ul><li>NEVER GET </li></ul><ul><li>ANGRY </li></ul><ul><li>WITH </li></ul><ul><li>THE CUSTOMER. </li></ul>© Rita Emmett
  15. 15. <ul><li>  </li></ul><ul><li>APOLOGIZE </li></ul><ul><li>FOR THE SITUATION. </li></ul>© Rita Emmett
  16. 16. <ul><li>TEAM UP </li></ul><ul><li>WITH THEM </li></ul><ul><li>TO WORK </li></ul><ul><li>ON THE SOLUTION. </li></ul>© Rita Emmett
  17. 17. <ul><li>EMPATHIZE WITH </li></ul><ul><li>THE CUSTOMER. </li></ul>© Rita Emmett
  18. 18. <ul><li>ASK </li></ul><ul><li>FOR </li></ul><ul><li>CLARIFICATION. </li></ul>© Rita Emmett
  19. 19. <ul><li>ACCEPT </li></ul><ul><li>RESPONSIBILITY </li></ul>© Rita Emmett
  20. 20. <ul><li>IDENTIFY </li></ul><ul><li>THE </li></ul><ul><li>PROBLEM. </li></ul>© Rita Emmett
  21. 21. <ul><li>STICK TO </li></ul><ul><li>ONE PROBLEM </li></ul><ul><li>AT A TIME. </li></ul>© Rita Emmett
  22. 22. <ul><li>TRY ASKING THEM </li></ul><ul><li>WHAT THEY WANT </li></ul><ul><li>YOU TO DO. </li></ul>© Rita Emmett
  23. 23. <ul><li>CALL </li></ul><ul><li>IN </li></ul><ul><li>REINFORCEMENTS </li></ul>© Rita Emmett
  24. 24. <ul><li>WRAP-UP </li></ul>© Rita Emmett
  25. 25. <ul><li>FOLLOW UP </li></ul>© Rita Emmett

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