© Rita Emmett 1

COMMUNICATE EASILY

WITH THE

PEOPLE

IN YOUR LIFE

© Rita Emmett 2

Woman without her

man is nothing. 

© Rita Emmett 3

Woman,

without her man,is nothing.

© Rita Emmett 4

Woman!Without her,

man is nothing.

© Rita Emmett 5

What Is Communication?

• 7% Words

• 38% Voice Quality

• 55% Body Language

© Rita Emmett 6

LIST ALL THE WAYS

WE COMMUNICATE

BESIDES THEMEANING OF WORDS

© Rita Emmett 7

The most important thing

in communication

is to hear what isn’t

being said.

--- Peter Drucker

© Rita Emmett 8

THE VERY, VERY

WORST LISTENING THAT

YOU CAN DO

© Rita Emmett 9

THE VERY, VERY

BEST

LISTENING THAT YOU CAN DO

© Rita Emmett 10

When you talk,

you repeat what you already know;

when you listen,

you often learn something.

--- Jared Sparks

© Rita Emmett 11

REMEMBER:

THE CUSTOMER FROM HELL

OFTEN HAS BEEN THROUGH HELL

© Rita Emmett 12

TAKE A DEEP BREATH BEFORE

SPEAKING.

© Rita Emmett 13

DON'T RUSH

OR INTERRUPT THE CUSTOMER.

© Rita Emmett 14

NEVER GET

ANGRY

WITH

THE CUSTOMER.

© Rita Emmett 15

 

APOLOGIZE

FOR THE SITUATION.

© Rita Emmett 16

TEAM UP

WITH THEM

TO WORK

ON THE SOLUTION.

© Rita Emmett 17

EMPATHIZE WITH

THE CUSTOMER.

© Rita Emmett 18

ASK

FOR

CLARIFICATION.

© Rita Emmett 19

ACCEPT

RESPONSIBILITY

© Rita Emmett 20

IDENTIFY

THE

PROBLEM.

© Rita Emmett 21

STICK TO

ONE PROBLEM

AT A TIME.

© Rita Emmett 22

TRY ASKING THEM

WHAT THEY WANT

YOU TO DO.

© Rita Emmett 23

CALL

IN

REINFORCEMENTS

© Rita Emmett 24

WRAP-UP

© Rita Emmett 25

FOLLOW UP