1. COMMUNICATION & PERSONALITY DEVLOPMENT

2. WHAT IS COMMUNICATION ?

4. What are the most common ways we communicate?
Spoken Word
Visual Images
Body Language
Written Word

5. Communication As An Entire Behavioural Process
Habit
Mannerism
Appearance
Etiquette

6. Its not just what you say…but how you say it!

7. In a study of communication at the University of Pennsylvania in 1970 (Kinesics and Communication, R. Birdwhistle), the researchers determined that in communication, 7% of what we communicate is the result of the words that we say, or the content of our communication. 38% of our communication to others is a result of our verbal behaviour, which includes tone of voice, timbre, tempo, and volume. 55% of our communication to others is a result of our nonverbal communication, our body posture, breathing, skin colour and our movement. The match between our verbal and non-verbal communication indicates the level of congruency.

8. 3 V’s
Verbal - Speak & Write
Non Verbal
Voice “ ENERGY ”

9. Spoken Words
All communication methods are important, but our emphasis will be upon the spoken word... since
70 % or all our communication efforts are:
misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

10. Basic Telephone Etiquette
UNTANGLE THE TANGLE
Basic Telephone Etiquette

11. Differentiate in talking on the telephone & in
person
Improve Voice Quality
Listen actively
Paraphrase
Hold & Mute
Transfer Calls
Take Messages
Exhibit Telephone courtesy

12. GREET THE CALLER A greeting should always be the entry
point of phone conversation. It indicates
your friendliness and openness
your willingness to provide quality service

13. GIVE YOUR NAME This basic act of courtesy lets the caller know that
he or she has reached the correct person, department
or company.

14. CALL STRUCTURE (OPENING)
“Good Morning,
This is <your first name>, How may I help you?”

15. ASK THE CUSTOMER IF YOU CAN HELP
Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs.
It pays to write down the customer’s name and
use it regularly in your conversation.

16. Answer the call in the Three Rings
Remember……
Answer the call in the Three Rings
Greet the caller
Give your name
Ask the customer if you can help

17. THE BODY OF THE CALL 1. Validate a Customer 2. Hold & Mute Procedure
3. Transfer a call

18. ACTIVE LISTENING Give the caller your undivided attention
Actively Listen to the caller for both the content as well as the intent
Avoid “Emotional Leakages”
Avoid distractions
Do one thing at a time

19. LET ‘EM HEAR YOU LISTENING

20. WHAT IS VERBAL FEEDBACK…
Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention
Verbal feedback responses include
expressions like, “All Right”, “I Understand”,
“I’m making a note of that right now”

21. How can we improve our listening & facilitation skills?
SUMMARIZING
Pulling together the main points of a speaker
PARAPHRASING
Restating what another has said in your own words
QUESTIONING
Asking relevant questions to help in better way and reduce errors

22. BARRIERS TO CONCENTRATION
External
Internal
The mind can process information faster than most people talk
The mind has a habit of wandering
Pre-occupation

23. PRACTICES TO AVOID Avoid interrupting the customer.
When you interrupt, it shows you do not care.
Avoid speaking too fast, too slow.
Avoid using Jargon

24. MESSAGES IN COMMUNICATION
What You Want To Say
What You Really Say
What The Other Person Hears
What The Other Person Thinks Is
Heard
What The Other Person Says About
What You Said
What You Think The Other Person Said About What You Said

26. Barriers To Communication
Inattention
Excessive Information
Language
Perception
Fears
Poor Listening Skill

27. EVERY CALL IS ‘NOTE- WORTHY'

28. NOTES Making notes is recommended. The human memory is not perfect
Written notes give you a record of the customer’s name and message
including correct spellings
case reviews
and accurate contact information
Jotting notes during phone conversations will help you “Actively listen”.

29. PHRASEOLOGY SOME CASUAL WORDS Ya OK Sure One Sec Just a minute Who’s
speaking???
I’ve no idea!
SOME PROFESSIONAL WORDS
Yes Sir, that’s right Sir
Very well Sir, Certainly Sir
Kindly hold on Sir, Let me check it for you
Sir.
If the call is for you, Who am I speaking to please OR Who’s calling please?
If the call is for another person, Who shall I say is calling? OR Who shall I say called?
Let me check and find out.

31. HOLD AND MUTE PROCEDURE
WHY IS THIS IS IMPORTANT?
If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.

32. HOLD AND MUTE PROCEDURES
HOLD - Caller is aware of being on hold & will hear music
MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold

33. MUTE PROCEDURES
Should only be used if the hold time is less or equal to 30 sec.
For a short query when resource is close at hand.
Clearing your throat, coughing or sneezing.

34. PERMISSION TO PUT ON HOLD
Ask the customers if you may put them on hold
Does anybody know I’m here
Have I been forgotten
Why is this taking so long
Should I hang up
#*%*#
Because it is an
inconvenience to your customers to be put on
hold, you should always ask permission before putting them on hold.
* Remember you don’t
like to wait either.

35. WAIT FOR A RESPONSE
“Can you hold---”click is a situation so common that
customers might be surprised to see you waiting for a
response.
The second part of of putting someone on hold is to
wait for a positive response from the customer’s side.
As soon as the customer agrees to hold say “Thank You”
before clicking the hold button.

36. TELL THE CUSTOMERS - ‘WHY’’
Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.

37. GIVE A TIME FRAME
Short (up to 60 seconds) - This will take a few moments
Long (1-3 minutes) - This could take me 2 or 3 minutes to
sort out. Would you like to hold or do you want me to
call you back?
Eternity (over 3 minutes) - Ask for a number to call him/
her back.

38. THANK THE CUSTOMER FOR HOLDING
Saying “ Thank You for your patience” is very basic,good and common courtesy.
This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.

40. TO SUMMARIZE… Ask the customers if you may put them on hold
Tell the customers ‘Why’’
Give a time frame
Wait for a response
Thank the customer for holding

41. TRANSFERRING A CALL
Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.

42. Explain why the call is being transferred
Ask if the customer minds
being transferred
Ensure someone is there
to pick up the call before hanging up
Tell the person to whom the call is getting transferred, the customer’s
name and purpose of call

44. EXPLAIN CO-WORKER’S ABSENCE POSITIVELY
Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable.
Likewise your co-workers will not like their private
lives discussed with customers.
Use..
Jai isn’t available at the moment /
Raj just stepped out /
Nikita is in a meeting,
May I help you?

45. TELEPHONE COURTESY
Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner.
Use the ASAP technique:
A:-Apologize and Acknowledge the callers feelings
S: Don't Sympathize with the caller.Empathize
A: Accept responsibility
P: Prepare to Help.

46. HANDLING SWEARERS
Making the caller aware of what he is saying will halt the swearing.
For example “Sir, I can handle your problem, but I am
not able to handle the swearing. I request that you stop.”
Note:- 3 strikes and you are out rule.

47. ENDING THE CALL

48. KEY ACTIONS FOR ENDING THE CALL
Repeat any action steps that you and the customer have agreed upon
Ask the caller if you can do anything else for him/her.
Thank the customer for calling and appreciate his effort and time.
Let the caller hang up first.
Write down any relevant information as soon as you get off the phone.

49. CLOSING THE CALL... You are welcome Sir/Madam
Effective phrases for closing
You are welcome Sir/Madam
We appreciate your calling
Thank You for calling
Please call again
Have a nice day.
Acknowledge the details with thanks…
and a

50. Thank You