1. Welcome to Neath Port Talbot College!

2. Communication and Customer Care
Names of who is presenting and positions
What we are here to do today
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3. -the passing and exchange of information.
Communication
-the passing and exchange of information.
VERBAL
NON-VERBAL
WRITTEN
Names of who is presenting and positions
What we are here to do today
NB: you can also copy and use this slide as a template for further slides required with writing

4. Verbal Communication This refers to what you say and so it must be:
1. Clear and to the point
2. Easily understood, using everyday language
3. Spoken in a friendly manner
4. Spoken clearly and with good projection
5. Spoken while facing the client- direct your conversation only at the person to whom you are speaking
6. Considerate of those who may be hearing impaired
Names of who is presenting and positions
What we are here to do today
NB: you can also copy and use this slide as a template for further slides required with writing

5. Verbal Communication Try to avoid: Using slang
Talking down to the client
Using endearing terms such as “dear”, “love” or “darling”
Names of who is presenting and positions
What we are here to do today
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6. Active Listening Effective listening skills means:
Knowing when to stop talking and listen
Listening with interest and understanding
Providing encouragement and confirming your understanding – agreeing with the point being discussed or/and confirming the statements the client is saying
Names of who is presenting and positions
What we are here to do today
NB: you can also copy and use this slide as a template for further slides required with writing

7. Non-Verbal Communication
Non-verbal communication is a broad term, it refers to the way we interact with one another, excluding the actual words.
It includes:
Body language –gestures, facial expressions, physical contact
Appearance
Non-verbal aspects of speech – written.
Names of who is presenting and positions
What we are here to do today
NB: you can also copy and use this slide as a template for further slides required with writing

8. Non-Verbal Communication
Accompanying speech – to reinforce your saying
Replacing speech – as in a sign
Betraying attitudes/feelings – expressions or closed gestures
Self-presentation – wearing of a uniform
Social rituals – formal or less formal
Names of who is presenting and positions
What we are here to do today
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9. Look approachable, use open hand gestures Smile and make eye contact
Body Language
What does this mean :
Look approachable, use open hand gestures
Smile and make eye contact
Give the client own personal space
Read the signs from your client
Be calm and smooth in your actions – confidence.
Names of who is presenting and positions
What we are here to do today
NB: you can also copy and use this slide as a template for further slides required with writing

10. Written To have a positive impact on the customer should include:
Polite tone
Correct spelling
Correct grammar
Clear and to the point
Accurate information
Names of who is presenting and positions
What we are here to do today
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11. Written To Names of who is presenting and positions
What we are here to do today
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12. Whether your body language is good or bad, it will create a lasting impression on the client – SO MAKE SURE IT IS GOOD!
Names of who is presenting and positions
What we are here to do today
NB: you can also copy and use this slide as a template for further slides required with writing

13. So that’s a snap shot of why you can see that here at NPTC we have all the ingredients to offer you more, than just an education
Thank you for listening!