© 2011 South-Western | Cengage Learning GOALS LESSON 3.1 COMMUNICATE FACE-TO-FACE Describe ways to make customers feel welcome Apply observation, listening,

Slides:

Advertisements

Similar presentations

Critical Listening and Feedback ECE 3940 Megan OByrne – CLEAR 17 September 09.

Advertisements

Customer Service – Dealing With Difficult Customers

Mentoring Conversations

Sending & Receiving Messages

 Within your groups, make a list of different ways people communicate.  Longest list wins!

Communicating Effectively

MAWD Conference June  Dynamic Works Institute.

Succeed by Listening Discussion Session #73 Jen Alexander.

Whitmore/Stevenson: Strategies for Engineering Communication 1 of 11 Listening Skills  School teaches us to read, write, and speak, but rarely focuses.

Basic Listening Skills S.A. Training by University Counseling Services Truman State University.

COMMUNICATION.  Communication consists of a person sending a message and another person receiving the message.  The purpose of communication is to ensure.

Hone Your Communication Skills

Hearing vs. Listening “Was I paying attention?”. Hearing vs. Listening Do you think there is a difference between hearing and listening? You are right,

Verbal & Non-Verbal Communication Active & Passive Listening

Arrange our chairs in a circle. I will give the first person a statement. You must whisper the statement as best you can to your neighbor. You may NOT.

Listening Skills. Complete all readings and work before class Have a good attitude about the class and the teacher before you get into the classroom Be.

Listening Skills Study Skills for Computing and Multimedia.

MENG 346 By: Mohammad Medhat.   The way to become a better listener is to practice "active listening." This is where you make a conscious effort to.

Marriage and Family Life Unit 1: Communicating With Others.

EFFECTIVE LISTENING SKILLS

Interpersonal communication skills Leadership skills Interpersonal communication skills.

MENTSCHEN TRAINING ACTIVE LISTENING JUNE 7, 2012 PAUL DAVIDSON, PHD V.P. OF TRAINING, NEW ENGLAND REGION.

Northern Metropolitan Region Achievement Improvement Zones.

Habit #5 Seek First to Understand, Then be Understood The key to communication and having power and influence with people can be summed up in one sentence:

Listening Module Seventeen Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Listening Skills Listening is a great skill. It builds trust and encourages problem solving but it takes practice. It’s more complicated.

GUTS Youth Leadership Corps Interpersonal Skills.

The Power of Listening.

The Power of Listening.

Prepared by Thuy Tran, Sep 2012 Communication skill.

Active Listening Listening carefully to what the speaker is saying, without judgment or evaluation. Listening to both the content of the message as well.

5 STEPS …COMMUNICATION Communication Skills. 5 STEPS …COMMUNICATION “We cannot solve our problems with the same thinking we used when we created them”

Bell Ringer  List the problems of yesterday’s SIMON SAYS game!  2 nd list some emotions that you felt as the game unfolded and as problems persisted.

Listening Strategies for Tutoring. Listening Students spend 20% of all school related hours just listening. If television watching and just half of the.

Communication skills ”seek first to understand than to be understood” Stephen Covey.

Chapter 9 Customer-Focused Listening Skills

“Do NOW” “Do NOW” What is the Definition of Peer Pressure? What is the Definition of Peer Pressure? What is the difference between Direct and Indirect.

Communication skills Test. You can judge your communication skills by answering strongly agree, agree, neutral, disagree or strongly disagree.

Jump Start Communication after Deployment (MAR 2103) 1 Jump Start Communication after Deployment FACILITATOR’S NAME DATE.

Communication Skills. Skills that help a person share thoughts, feelings and information with others. There are several different ways to communicate.

G.K.BHARAD INSTITUTE OF ENGINEERING. CH-3 LISTENING SKILL PREPARED BY KHANDAR SHAILESH ROLL NO :- 26 DIV :- C.E BATCH :- D2 GUIDED BY RAHUL SIR CHANU.

Listen Up!!!! Listening. Passive Listening- a listening role in which the listener does not share in the responsibility, nor involve her or himself in.

How to improve effective listening skills?

Defining Communication

COMMUNICATING EFFECTIVELY. TWO ESSENTIAL ELEMENTS FOR POSITIVE RELATIONSHIPS 1. SHOWING RESPECT 2. RECIPROCAL RELATIONSHIPS.

Can You Hear Me Now? Tip: Good communication skills require a high level of self-awareness. By understanding your personal style of communicating, you.

Communicating Effectively (1:46) Click here to launch video Click here to download print activity.

Lesson 2 People use many different ways to communicate their feelings. Writing a note Facial expressions Communication is critical to healthy relationships.

People use many different ways to communicate their feelings. Writing a note Facial expressions Communication is critical to healthy relationships. Communicating.

IDENTIFYING CUSTOMER NEEDS

WELCOME TO UNIT 5 Customer Service MT 221 Marilyn Radu, Instructor.

9/16/15 Do Now: -Put desks in groups of 5 -Take out your interview assignment Homework: -Supplies (Due 9/17) -Signup for TurnItIn (Due 9/17) -Bring your.

Customer Service – Dealing With Difficult Customers

What is communication?!!!. Elements of communication verbal (the words we use) 7% vocal (expressions, intonation) 38% visual (facial and body language)

COMMUNICATION The process of sending and receiving messages between people.

Skills For Effective Communication

Communication and Social Styles Administrative Professional Series Rosalie Owens.

Active Listening. Opinion vs Argument An opinion is 'an unsupported personal judgment.’An opinion is 'an unsupported personal judgment.’ An argument 'is.

©2007 by the McGraw-Hill Companies, Inc. All rights reserved. 2/e PPTPPT.

Communication skills ”seek first to understand than to be understood” Stephen Covey.

1 COMMUNICATION SKILLS UNT in partnership with TEA. Copyright ©. All rights reserved.

 Communication Barriers. Learning Goals  5. I will be able to explain obstacles/barriers to effective communication  6. I will be able to suggest ways.

Hearing vs. Listening “Was I paying attention?”. Hearing vs. Listening Do you think there is a difference between hearing and listening? Hearing is simply.

Speaking and Listening. Speaking and listening Why are communication skills important? Communication is the heart of every organization. Everything you.

Module 4: Supporting Bereavement. Supportive Listening Listening is an important part of supporting someone who is bereaved. The next 2 slides are designed.

Verbal listening: Listening.

Listening Module Seventeen Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

COMMUNICATE FACE-TO-FACE

“Let’s Talk” Lesson 10.

The Power of Listening.

Presentation transcript:

© 2011 South-Western | Cengage Learning GOALS LESSON 3.1 COMMUNICATE FACE-TO-FACE Describe ways to make customers feel welcome Apply observation, listening, and speaking skills to understand customers

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE Welcome Customers Show that you are approachable Respect personal space Give your undivided attention Demonstrate sensitivity

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE Communicate Effectively Listen actively Speak effectively

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE Active Listening—It’s More Than Hearing Active listening is the learned skill of interpreting another person’s words.

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE Steps for Active Listening Face customer, make eye contact, and smile. Listen without interrupting and pay attention to body language. Avoid judgments. Pause before you reply and paraphrase what you heard. Ask questions. Empathize. Summarize what you heard.

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE Barriers to Effective Listening Personal bias Lack of interest Assumptions Emotional reactions Distractions

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE Ask Questions Open-ended questions Closed questions

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE How Good Are Your Listening Skills? Instead of listening, many people Use the time while others talk to plan their response. Tune the conversation out. Allow themselves to be distracted.

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE How Well Do You Listen? 1. 1.I often interrupt others to interject what I need to say 2. 2.I anticipate what others are about to say and finish the statement During a conversation, I am easily distracted by what is happening around me I feel uncomfortable when I look at the person speaking to me for more than a few seconds I tune out people I don’t agree with I often focus on people’s appearance instead of what they are saying.

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE How Well Do You Listen? 7. 7.I stop listening when I don’t understand the words being used Sometimes I daydream when someone is talking to me Instead of listening, I find myself planning what I want to say next I often pretend to be interested in what someone is saying, even when I’m not.

© 2011 South-Western | Cengage Learning CUSTOMER SERVICE, 2eLESSON SLIDE Speak Effectively Spend more time listening than talking. Adjust voice level, body motions, and vocabulary. Satisfy customer’s need for acceptance, approval, appreciation, admiration, and agreement. Be specific. Ask questions to clarify. Use language your customer understands. Watch customer’s body language for cues.