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Become A More Effective Communicator
The Foundation for Delivering Exceptional Customer Service
Certified Security Professionals
Universal Protection Service
AGENDA
• Communication Barriers
• Overcoming Barriers
• Speaking Skills
• Listening Skills
Certified Security Professionals
Universal Protection Service
Communication Tree
Communication Exercise
Let’s see how well you communicate!
Certified Security Professionals
Universal Protection Service
Picture Exercise
Describe the following picture
Certified Security Professionals
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Communication Is A Natural Human Activity
80% of our conscious hours are spent performing some form of communication.
Certified Security Professionals
Universal Protection Service
4-Types of Communication
Visual
Verbal
Non-Verbal
Written
Barriers To Communication
• We see and hear what we expect.
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Universal Protection Service Certified Security Professionals
Universal Protection Service Certified Security Professionals
Universal Protection Service Certified Security Professionals
Universal Protection Service Certified Security Professionals
Universal Protection Service Certified Security Professionals
Barriers To Communication
• We hear and see what we expect• We assume too much
Certified Security Professionals
Universal Protection Service
Barriers To Communication
• We see and hear what we expect• We assume to much• We listen ineffectively
Certified Security Professionals
Universal Protection Service
Barriers To Communication
• We see and hear what we expect• We assume to much• We listen ineffectively• We are defensive in our communication
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Speaker Skills
• Chose the right time and place.
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Speaker Skills
• Chose the right time and place.• Know your listener.
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Speaker Skills• Chose the right time and place.• Know your listener.• Lower barriers
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Speaker Skills
• Chose the right time and place• Know your listener• Lower barriers• Monitor non-verbal message
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Importance of Non-Verbal
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Tailor Message To Listener
Don’t tell a person how to manufacture a watch
when all they want to know is what time it is.
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Learning Styles
People learn in different ways Visual Auditory
Universal Protection Service
Communication Tree
Summary
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Universal Protection Service