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© Boardworks Ltd 2008 1 of 13 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations.

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Presentation on theme: "© Boardworks Ltd 2008 1 of 13 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations."— Presentation transcript:

1 © Boardworks Ltd 2008 1 of 13 2.2 Appropriate Presentation and Interpersonal Skills Unit 2: Developing Customer Relations Unit 2: Developing Customer Relations © Boardworks Ltd 2008 1 of 13 2.2 Appropriate Presentation and Interpersonal Skills

2 © Boardworks Ltd 2008 2 of 13 Learning objectives Contents Teacher’s notes included in the Notes Page Flash activity (these activities are not editable) Extension activityWeb addresses Sound Printable activity Key skills For more detailed instructions, see the Getting Started presentation © Boardworks Ltd 2008 2 of 13

3 © Boardworks Ltd 2008 3 of 13 Communication skills In this section, you will consider appropriate communication skills for customer service situations. Tone, pitch and pace Appropriate language Listening Formal and informal communication © Boardworks Ltd 2008 3 of 13

4 © Boardworks Ltd 2008 4 of 13 This is because speech is generally the most significant way of providing customers with information and advice. Communication skills Good communication skills are very important in customer service situations.

5 © Boardworks Ltd 2008 5 of 13 It’s not what you say, it’s how you say it… The way people talk to others often says more than the words they use. tone: the manner or attitude in your voice pitch: the quality of the sound of your voice, i.e. whether the voice is deep and gruff (low-pitched) or high and shrill (high-pitched) pace: the speed at which you speak In the working world, the tone, pitch and pace of your voice must be appropriate to the customer and the situation. Three important components of communication are:

6 © Boardworks Ltd 2008 6 of 13 Tone, pitch and pace

7 © Boardworks Ltd 2008 7 of 13 Style of language

8 © Boardworks Ltd 2008 8 of 13 Appropriate language

9 © Boardworks Ltd 2008 9 of 13 Listening Communication is a two way activity, and listening skills are equally important as speaking skills. In the world of work, good listening skills are essential for: Understanding customers’ wants and needs Appreciating the nature of customers’ complaints Receiving and understanding instructions Taking accurate messages

10 © Boardworks Ltd 2008 10 of 13 Formal and informal communication It is important that the type of language used and the listening and communication skills employed are appropriate to the situation, whatever that may be! Sometimes you will be required to adopt a more formal style of communication, whereas at other times a more informal style will be acceptable.

11 © Boardworks Ltd 2008 11 of 13 How formal?

12 © Boardworks Ltd 2008 12 of 13 Interpersonal and communication skills

13 © Boardworks Ltd 2008 13 of 13 Assignment: Dealing with customer needs © Boardworks Ltd 2008 13 of 13


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