1. By Rajiv KP 9946552648 The Art of Communicating Well

2. Why is communication important 80% of working day involves communication Inspires confidence Builds respect in business and social life Helps make friends Develops a distinct personality Reveals your ability to others 3. What is communication process? Transmission of a message from a sender to a receiver in an understandable manner. The communication process is a guide toward realizing effective communication. Effective communication leads to understanding. 4. Components of Communication The communication process is made up of four key components. Those components include encoding, medium of transmission, decoding, and feedback. Sender and Receiver are also a part of it. Sender Message Receiver Feedback 5. Idea Decode Idea Listens Reads Observes Speaks Writes Acts Draws Words Actions Pictures Numbers Encode Symbols The receiver Sender 6. Flow of communication At the workplace * Upward From employee to superior * Downward From superiors to the employee * Lateral From one employee to another 7. We need to improve communication 70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard 8. Critical success factor The majority of your perceived ability comes from how you communicate 55% Tonal 38% Visual 7% Verbal 93% of all Communication is non verbal - Skill 9. Types of Communication Types of communication based on the communication channels used are: 1. Verbal Communication 2. Nonverbal Communication 10. Verbal Communication Verbal communication refers to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing.. 11. Dos Use precise, memorable and powerful words Support your words with visual aids Give examples Eye contact Active listening Paraphrase KISS Keep it short and simple Avoid interrupting Appropriate facial expressions Exhibit affirmative head nods Empathy 12. Don'ts Do not use technical terms and terminologies not understood by majority of people . Do not speak too fast or too slow. Do not speak in inaudible surroundings as you wont be heard . Do not assume that everybody understands you. Do not interrupt the speaker. 13. Success of any communication depends on receivers Understanding AND THERE LIES THE IMPORTANCE OF LISTENING SKILLS AND ASKING QUESTIONS ! 14. Techniques to improve listening skills PARAPHRASE Restate what was said in your own words SUMMARIZE Pull together the main points of a speaker QUESTION Challenge speaker to think further, clarifying both your and their understanding 15. Non Verbal Communication We can say that communication other than oral such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication. Non Verbal Communication is important because it enhances and helps conveying your message in an effective and accurate manner 16. Nonverbal communication is all about the body language of speaker 17. THE MOST EFFECTIVE NON- VERBAL TOOL 18. Barriers to Communication A barrier reduces or changes the quality of the message being transmitted Types : 1. Physical 2. Psychological Poor health Lack of Concentration Sound / noise Attitude and bias Unsuitable temperature Lack of self discipline Distractions Low emotional state 19. Flashing eyes Rolling eyes Quick movements Slow movements Arms crossed Legs crossed Slouching Hunching Lack of personal hygiene Doodling Avoiding eye contact Staring at people Over fidgeting The Non-Verbal Barriers Gestures out of exasperation 20. HOW TO COMMUNICATE EFFECTIVELY TO YOUR CUSTOMERS OVER PHONE 21. Telephone Etiquettes 22. Why is telephone handling important? First impression Customer expectation of your companys ability to help - Both internal and external customers Companys image is at stake, on line Manner in which a company's telephone is answered gives strong signals to the caller on the corporate character of that organization. Chance for misinterpretation is higher 23. Preparing for the call Organizing your work place Pre check on logistics Knowledge Products & services People & their roles Customer Competition Attitude 24. Opening of a Call Greeting with Smile, Energy and Enthusiasm Self Introduction Purpose of call Customers Convenience 25. Content Delivery Be on camera Language Tone & Pace Be Polite Care Phrase Apologize / Empathy Avoid dead air Be a careful listener Assertiveness Probing 26. Be on Camera Liveliness 27. Language Talk to customer in his language. Avoid using technical terms Avoid using slangs Use short sentences 28. Tone and Pace What is it? Tone: manner of expression in speaking or writing Pace: the speed of communication while speaking 29. How to set the Tone and Pace Volume speak so the customer can hear you clearly. If the customer states they cannot hear you, or if you are asked to repeat information, your volume may need to be adjusted. Rate speak at a comfortable pace for the customer. If the customer is a fast speaker, adjust your pace to align with their needs. If the customer is having difficulty understanding and/or speaks slowly, adjust your pace to fit their needs. 30. Be Polite towards the Customer Ensure that you are polite towards the customer Dont hurt customers by words or tone. 31. Care Phrase What is it? A care phrase is a positive statement made to affirm your willingness to work with the customer to solve their problem. Incorporate at least 1 care phrase in each interaction: Absolutely Id be happy to 32. Apologize Apologize to the customer. Dont hesitate to tell sorry, it will not pull you down, instead will take you through the ladder. 33. Closing a Call 34. Closing Summarize in your own words Any other assistance needed Thanking the customer for spending his valuable time Wish him a good day 35. Role Plays 36. Mock Call practice Get Set Go