1. Communication:
The Essential Skill

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

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

4. 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

5. 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.

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

7. Ten Keys to Effective Listening

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

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

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

11. 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

12. PROVIDING FEEDBACK Verbal Feedback Nonverbal Feedback Body language
Actions
Appearances

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. Work It Out Activity

21. 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

22. 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

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

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

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

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

27. 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

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

29. CONFLICT RESOLUTIONS STYLES
Avoidance
Compromise
Competition
Accommodation
Collaboration