1. Become A More Effective Communicator The Foundation for Delivering Exceptional Customer Service Certified Security Professionals Universal Protection Service

2. AGENDA Communication Barriers Overcoming Barriers Speaking Skills Listening Skills Certified Security Professionals Universal Protection Service

3. Communication Tree

4. Communication Exercise Let’s see how well you communicate! Certified Security Professionals Universal Protection Service

5. Picture Exercise Describe the following picture Certified Security Professionals Universal Protection Service

8. Communication Is A Natural Human Activity 80% of our conscious hours are spent performing some form of communication. Certified Security Professionals Universal Protection Service

9. 4-Types of Communication Visual Verbal Non-Verbal Written

10. Barriers To Communication We see and hear what we expect. Certified Security Professionals Universal Protection Service

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16. Barriers To Communication We hear and see what we expect We assume too much Certified Security Professionals Universal Protection Service

17. Barriers To Communication We see and hear what we expect We assume to much We listen ineffectively Certified Security Professionals Universal Protection Service

18. Barriers To Communication We see and hear what we expect We assume to much We listen ineffectively We are defensive in our communication Certified Security Professionals Universal Protection Service

19. Speaker Skills Chose the right time and place. Certified Security Professionals Universal Protection Service

20. Speaker Skills Chose the right time and place. Know your listener. Certified Security Professionals Universal Protection Service

21. Speaker Skills Chose the right time and place. Know your listener. Lower barriers Certified Security Professionals Universal Protection Service

22. Speaker Skills Chose the right time and place Know your listener Lower barriers Monitor non-verbal message Certified Security Professionals Universal Protection Service

23. Importance of Non-Verbal Certified Security Professionals Universal Protection Service

24. Tailor Message To Listener Don’t tell a person how to manufacture a watch when all they want to know is what time it is. Certified Security Professionals Universal Protection Service

25. Learning Styles People learn in different ways  Visual  Auditory Universal Protection Service

26. Communication Tree

27. Summary Certified Security Professionals Universal Protection Service