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Positive Verbal Communication

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Presentation on theme: "Positive Verbal Communication"— Presentation transcript:

1 Positive Verbal Communication
CHAPTER THREE Positive Verbal Communication

2 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

3 IMPORTANCE OF EFFECTIVE COMMUNICATION
Frontline employees make/break organizations Appearance, actions, and communication crucial Communication is key element Feedback improves communication

4 INTERPERSONAL COMMUNICATION MODEL (1)
Environment Sender Receiver Message Channel

5 INTERPERSONAL COMMUNCIATION MODEL (2)
Encoding Decoding Feedback Filters Noise

6 AVOIDING NEGATIVE COMMUNICATION
Choose words and phrases carefully Tell what you “can” do Watch out for “global” terms

7 COMMUNICATING POSITIVELY (1)
Plan your messages Great customers warmly & sincerely Use customer-focused language Use eye contact effectively Listen & respond appropriately Be specific

8 COMMUNICATING POSITIVELY (2)
Use “I” & “we” messages Use small talk Use simple language Paraphrase Ask positively phrased questions Communicate to learning styles

9 COMMUNICATING POSITIVELY (3)
Ask permission Agree with customers Elicit feedback and participation Close transactions professionally Address pet peeves

10 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

11 PROVIDING FEEDBACK Verbal Feedback Nonverbal Feedback Body language
Actions Appearances

12 Work It Out Activity

13 Work It Out Activity

14 Work It Out Activity

15 Work It Out Activity

16 Work It Out Activity

17 Work It Out Activity

18 Work It Out Activity

19 Work It Out Activity

20 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

21 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

22 PROVIDING ASSERTIVE SERVICE
Facial expressions Voice Posture Gestures Eye contact Win-Win solutions

23 FIVE FORMS OF CONFLICT Between individuals
Between individual and group Between individual and organization Between organizational group Between organizations

24 CAUSES OF CONFLICT (1) Conflicting values and beliefs
Personal style differences Differing perceptions Inadequate or poor communication Contrary expectations

25 CAUSES OF CONFLICT (2) Inadequate communication Goals out of sync
Opposition over shared resources Outcomes dependent of others Misuse of power

26 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

27 SALVAGING RELATIONSHIPS
Reaffirm value of relationship Demonstrate commitment Be realistic Remain flexible Keep communication open Gain commitment Monitor progress

28 CONFLICT RESOLUTIONS STYLES
Avoidance Compromise Competition Accommodation Collaboration

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