Communication: The Essential Skill

What is communication? The process by which we exchange information through a common system of symbols, signs, or behavior.

Can we ever not communicate? Listening Reading/Seeing Body Language

A Model of the Communication Process RECEIVER SENDER Message decoded Message encoded Message “Noise”: culture, values, traditions. Feedback encoded Feedback decoded Feedback Frame of Reference Frame of Reference

The Importance of Feedback When Face to Face: Ask questions to determine if you have been understood. Ask the receiver to restate what you have said. Watch for signs of understanding – nodding; frowning. Not Face to Face: Request a written answer to a written message. Ask when the reply will be coming. Persist until a response is received from the receiver.

Barriers to Communication Senses Semantics Emotions Expectations Personality Prejudice Changes Poor organization Info Overload Poor Listening

Ten Keys to Effective Listening

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