Positive Verbal Communication CHAPTER THREE Positive Verbal Communication
LEARNING OBJECTIVES Ensure positive customer interactions Recognize elements of two-way communication Project positive service image Avoid negative language Provide effective feedback Deal assertively with others
IMPORTANCE OF EFFECTIVE COMMUNICATION Frontline employees make/break organizations Appearance, actions, and communication crucial Communication is key element Feedback improves communication
INTERPERSONAL COMMUNICATION MODEL (1) Environment Sender Receiver Message Channel
INTERPERSONAL COMMUNCIATION MODEL (2) Encoding Decoding Feedback Filters Noise
AVOIDING NEGATIVE COMMUNICATION Choose words and phrases carefully Tell what you “can” do Watch out for “global” terms
COMMUNICATING POSITIVELY (1) Plan your messages Great customers warmly & sincerely Use customer-focused language Use eye contact effectively Listen & respond appropriately Be specific
COMMUNICATING POSITIVELY (2) Use “I” & “we” messages Use small talk Use simple language Paraphrase Ask positively phrased questions Communicate to learning styles
COMMUNICATING POSITIVELY (3) Ask permission Agree with customers Elicit feedback and participation Close transactions professionally Address pet peeves
PROJECT A POSITIVE IMAGE Make Customers Feel Welcome Focus on Customer as a Person Offer assistance Be prepared Provide Factual information Be helpful Accept responsibility Take appropriate action
PROVIDING FEEDBACK Verbal Feedback Nonverbal Feedback Body language Actions Appearances
Work It Out Activity
Work It Out Activity
Work It Out Activity
Work It Out Activity
Work It Out Activity
Work It Out Activity
Work It Out Activity
Work It Out Activity
NONASSERTIVE LANGUAGE AND ACTIONS Poor eye contact Limp handshake Rambling speech Use of paralanguage Apologetic words or tone Soft, subdued tone Finger pointing/blaming Nervous gestures/fidgeting
ASSERTIVE LANGUAGE AND ACTIONS Looking at customer Firm handshake Think; Plan; Speak Stop; Gather thoughts; Speak Apologize; Take control; Move on Increase volume; Sound convincing Take responsibility; Resolve problem Hold or grasp something
PROVIDING ASSERTIVE SERVICE Facial expressions Voice Posture Gestures Eye contact Win-Win solutions
FIVE FORMS OF CONFLICT Between individuals Between individual and group Between individual and organization Between organizational group Between organizations
CAUSES OF CONFLICT (1) Conflicting values and beliefs Personal style differences Differing perceptions Inadequate or poor communication Contrary expectations
CAUSES OF CONFLICT (2) Inadequate communication Goals out of sync Opposition over shared resources Outcomes dependent of others Misuse of power
EFFECTIVE CONFLICT MANAGEMENT GUIDELINES Remain calm Be proactive Keep an open mind Identify & confront issues Clarify communication Stress cooperation Focus resolution on issues Follow established procedures
SALVAGING RELATIONSHIPS Reaffirm value of relationship Demonstrate commitment Be realistic Remain flexible Keep communication open Gain commitment Monitor progress
CONFLICT RESOLUTIONS STYLES Avoidance Compromise Competition Accommodation Collaboration