Welcome to Neath Port Talbot College!

Communication and Customer Care 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

-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

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

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 NB: you can also copy and use this slide as a template for further slides required with writing

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

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

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 NB: you can also copy and use this slide as a template for further slides required with writing

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

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 NB: you can also copy and use this slide as a template for further slides required with writing

Written To 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

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

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!