Tuesday, August 28 th  Agenda:  Customer Service Article review from yesterday  Activity – opener  Notes – presentation  “The Language of Positive Communication” Service First Video - worksheet

First Impressions & Communication

 First impressions provide visitors with a glimpse into what type of service they can expect and how well they will be treated by your business.

 First impressions are created within 3-5 seconds.  Make the best of this time!

 First impressions are generally communicated before we even have a chance to speak and can leave a lasting impression upon visitors.

 First impressions can be left through multiple channels of communication – by , telephone, or in person.

 Negative first impressions can reflect badly upon yourself, your business, your community, and ultimately Alaska.

Communication  Sharing information with others by speaking, writing, moving your body, or using other signals.

Ineffective Communication  Happens when thoughts, ideas, and words transmitted from one individual to another become either garbled or are not understood correctly

3 Forms of Communication  Verbal  Vocal  Non - Verbal

Verbal Communication Words Slang Vocabulary 7%

38%

Non-Verbal Communication 55%

Wednesday, August 29 th, 2012

Objective: Practice efficient communication through hands on activities.

Verbal Communication Skills

Importance of Effective Communication  CONCEPT: You represent your organization, and customers will respond according to you and your actions.

Involves a sender and a receiver, who each contribute to the communication process. Part of the communication process is deciding which is the best channel to ensure clear message delivery.

 One of the two primary elements of a two-way conversation. Originates messages to a receiver.

 One of the two primary elements of a two-way conversation. Gathers the sender’s message and decides how to react to it.

 A communication delivered through speech or signals, or in writing.

 Term used to describe the method through which people communicate messages. Examples are face to face, telephone, , written correspondence, and facsimile.

 The stage in the interpersonal communication process in which the sender decides what message will be sent and how it will be transmitted along with considerations about the receiver.

 Stage in interpersonal communication process in which messages received are analyzed by a receiver in an effort to determine the sender’s intent.

 The stage of the interpersonal communication process in which a receiver responds to a sender’s message.

Objective: To be able to understand the difference between assertive and nonassertive communication and how this plays a role in conflict management. Objective: To be able to understand the difference between assertive and nonassertive communication and how this plays a role in conflict management.

Involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.

One who communicates in a way that always puts others feelings above their own.

Communicates in a way that doesn’t regard others and their feelings. 7 min. clip on Assertive Behaviors

Monday, September 10th Computer Lab – thank you letters to Mr. Okeson

Tuesday, September 11 th Objective: To be able to present what you know about being assertive, passive, and aggressive.

 Concept: Use positive words or phrases, rather than emphasize the negative. Customers do not want to hear what you can’t do; they want to hear how you’re going to help satisfy their needs or expectations.

 Concept: A positive approach can produce positive results. Offer Assistance Be prepared Provide Factual Information Be helpful Accept Responsibility Take Appropriate action

 Why do you feel that way  Why don’t you like…?  Why do you need that feature?  Why do you want that color? What makes you feel that way? What is it that you don’t like about…? How is that feature going to be beneficial to you? What other colors have you considered?

Objective: To have the ability to explain what Emotional I.Q. is and its importance for success.

Rapport  The silent bond built between two people as a result of sharing of common interests and issues and demonstration of a win-win, I care attitude.

Pet Peeves  Refers to factors, people, or situations that personally irritate or frustrate a service provider and which, left unchecked, can create a breakdown in effective service.

Objective: Be able to recognize various nonverbal cues and their effect on customers

1.Do you feel safe walking around your community by yourself? 2.Have you ever committed a crime? a.) Yes b.) No 3.Have you or anyone in your immediate household been a victim of crime? 4.What do you think the highest crime committed from teenagers is? 5.What do you think is the most commonly broken rule at CTHS? 6.Do you think Alaska has more crime compared to other states? 7.Do you think media (video games, television, music) have an effect on crime? 8.Do you watch any TV crime dramas (CSI, NCIS, Law & Order)? If so, which one is your favorite? 9.What grade do you give the American Criminal Justice System ? 10. Which type of crime do you think deserves more attention from law enforcement agencies? Corporate and white collar crime Organized crimeProperty crime Violent crimeOther (please specify)

Providing Feedback  Concept: Your feedback could affect the relationship you have or are building with your customers. The effect may be (+) or (-), depending on the content & delivery.

 Concept: Nonverbal messages can contradict or override verbal messages. When in doubt, people tend to believe nonverbal messages. What is nonverbal communication?

Pitch Volume Rate of Speech Voice Quality Articulation Pauses Silence Semantics

Appearance and Grooming  Hygiene = healthy maintenance of the body through such practices as  regular bathing  washing of hair  brushing of teeth  cleaning of fingernails  using commercial products to eliminate or mask odors

Objective: To complete 6 scopes of nonverbal behavior.

Appearance and Grooming  Clothing and Accessories  No matter what type of clothing is designated in your organization, clean and pressed clothing as well as polished shoes (where appropriate), help to project a positive, professional image.  Casual dress down days????

Spatial Cues  Nonverbal messages sent on the bases of how close or far someone stands from another person. Relates to the invisible barrier surrounding people in which they feel comfortable interacting with others.

 Any aspect of the workplace with which a customer comes into contact.

 Personal Habits  Time Allocation & Attention  Follow-Through  Proper Etiquette & Manners  Color

 Concept: Research indicates that boys & girls & men & women behave differently. Young children are sometimes treated differently by their parents because of their gender preference.

 Concept: To be successful in a global economy, you need to be familiar with the many cultures, habits, values, and beliefs of a wide variety of people Outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.

 Unprofessional handshake  Fidgeting  Pointing a finger or other object  Raising Eyebrow  Peering over glasses  Crossing arms or putting hands on hips  Holding hands near mouth Unproductive Behaviors

Customer – Focused Behavior

1.When appropriate, give feedback immediately when communicating face to face or over the telephone. 2.Communicate in a clear, concise manner. 3.Remain objective and unemotional when providing feedback 4.Make sure that your feedback is accurate before you provide it. 5. Use verbal and nonverbal messages that are in congruence (agree with each other). 10 tips for effectively providing feedback:

Positive Feedback Tips Cont…  6. Verify the customer’s meaning before providing feedback.  7. Make sure that your feedback is appropriate to the customer’s original message (active listening helps in getting the original message).  8. Strive to clarify feedback when the customer seems unclear of your intention.  9. Avoid overly critical feedback or negative language.  10. Do not provide feedback if it could damage the customer-provider relationship.

Objective: To have a better understanding for the impact of listening skills in communication.

 Interaction with people and Proxemics Clip of Patch Adams

part Summarize what you learned in one of your classes this morning. What makes you a good listener? What makes you a poor listener?

part Describe why listening is important to customer service. 2.Define the four steps in the listening process. 3.List the characteristics of a good listener. Skills for Success Listening to the Customer Learning Objectives, Chapter 5 McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

4.Recognize the causes of listening breakdown. 5.Develop strategies to improve your listening ability. 6.Use information-gathering techniques learned to better serve customers. Learning Objectives, continued

What is listening? Listening is an active, learned process consisting of four phases: 1.Receiving/hearing the message 2.Attending 3.Comprehending/assigning meaning 4.Responding Listening: the primary means of gathering information.

The Listening Process

Objective: To be able to recognize different listening barriers and how to overcome them.

Characteristics of a Good Listener Good listeners practice  Empathy  Understanding  Patience  Attentiveness  Objectivity

Friday, September 21st Objective: To be able to decipher a poor vs. a good listener.

part Summarize what you learned in one of your classes this morning. What makes you a good listener? What makes you a poor listener?

part Describe why listening is important to customer service. 2.Define the four steps in the listening process. 3.List the characteristics of a good listener. Skills for Success Listening to the Customer Learning Objectives, Chapter 5 McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

4.Recognize the causes of listening breakdown. 5.Develop strategies to improve your listening ability. 6.Use information-gathering techniques learned to better serve customers. Learning Objectives, continued

What is listening? Listening is an active, learned process consisting of four phases: 1.Receiving/hearing the message 2.Attending 3.Comprehending/assigning meaning 4.Responding Listening: the primary means of gathering information.

The Listening Process

Characteristics of a Good Listener Good listeners practice  Empathy  Understanding  Patience  Attentiveness  Objectivity

Listening Breakdowns Happen: Why? Personal obstacles External obstacles Additional obstacles Poor customer service may result from a breakdown in listening.

Ways to Improve Listening: 1.Stop talking. 2.Prepare yourself. 3.Listen Actively. 4.Show a Willingness to Listen.

Ways to Improve Your Listening 5. Show empathy. 6. Listen for concepts. 7. Be patient. 8. Listen openly.

Ways to Improve Listening, continued 9. Send positive nonverbal cues. 10. Don’t argue. 11. Take notes, if necessary. 12. Ask questions.

 Biases  Psychological Distracters  Physical Conditions  Circadian Rhythm  Preoccupation  Hearing Loss  Listening Skill Level  Thought Speed (125 to 150 words per minute)  Faulty Assumptions

 Information Overload  Other People Talking  Ringing Phones  Speakerphones  Office and Maintenance Equipment  Physical Barriers

 Objective: To have a better understanding of open vs. close ended questions. Tuesday, September 25 th

Using questions to sort out facts Open-end questions Closed-end questions Avoid criticism Ask positively phrased questions Ask direct questions Ask customers how you can better serve them.

Questions for the Listener, Fig. 5.3

Characteristics of Effective and Ineffective Listeners, Fig. 5.5

Indicators of Poor Listening, Fig. 5.6

Listening Breakdowns Happen: Why? Personal obstacles External obstacles Additional obstacles Poor customer service may result from a breakdown in listening.

Ways to Improve Listening: 1.Stop talking. 2.Prepare yourself. 3.Listen Actively. 4.Show a Willingness to Listen.

Ways to Improve Your Listening 5. Show empathy. 6. Listen for concepts. 7. Be patient. 8. Listen openly.

Ways to Improve Listening, continued 9. Send positive nonverbal cues. 10. Don’t argue. 11. Take notes, if necessary. 12. Ask questions.

Objective: To be able to explain the difference between an open and closed ended question.

Using questions to sort out facts Open-end questions Closed-end questions Avoid criticism Ask positively phrased questions Ask direct questions Ask customers how you can better serve them.

Questions for the Listener, Fig. 5.3

Characteristics of Effective and Ineffective Listeners, Fig. 5.5

Indicators of Poor Listening, Fig. 5.6

Objective: 1 st – Take Test E.O.W. = Monday Ryan and Blake 4 th – Employee of the Week Presentations