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It is not what you say, it is how you say it…
Overall aspects
Specific KPO related
“The more virtual the organization, the more important the personal contacts”
How do you communicate?
How you say something is often more powerful than what you say.
Watch your non verbal communication.Your tone of voice and facial expression
tell people more than your words.Tone, nuances and facial expressions
account for 93 per cent of your message.
The actual words only account for seven per cent!
We can communicate well
You do not need a great vocabulary to make yourself understood.
Your nonverbal communications is what makes the difference.
Your eyes say it all…
Eye contact makes all the difference…
Glance at the person and then look away. Otherwise, it is seen as staring.
Avoiding eye contact indicates low self-esteem.
A relaxed gaze shows you are listening.
Watch your body posture
The way your carry yourself reveals what you think of yourself and what you think of the listener.
Slouching shows you are indifferent to the world. If you are rigid and uptight, you communicate anxiety and insecurity.
Watch your body posture
Has the bus conductor given you due respect?
Body Posture
Best stance for both men and women: straight spine, head erect, feet slightly spread apart and arms at the side.
Body Posture
Are people walking from opposite direction giving you way?
Don’t turn your body away
When talking to somebody else, a slight 30 degree turn helps. The conversation gets personal at once.
Don’t turn your body away
To an extent you can understand if the other person is interested – body language
Distance impacts communication
Standing or sitting together and touching suggests intimacy in a relationship.
Assert yourself in your space
Sometimes, closeness offends you. If it does, be assertive. Stand up and walk around or look the person in the eye. Have an erect posture while doing so.
Have the right facial expression
There is no point trying to express anger while you are smiling or laughing.
It does not work.Let your face say
what your words are saying.
Do not force smiles. Your listener knows it is fake.
Gestures are important
Gestures are as important as facial expressions.
A relaxed use of gestures adds depth and power to your messages.Uninhibited movement suggests openness, self-confidence and spontaneity.
What does your tone sound like?
Is your tone soft or angry?
A lower pitched voice is more effective.
How is your volume?Do you try to gain
attention by whispering or do you try to overpower others with loudness?
Control your voice.Practice with a tape
recorder.
Are you fluent?
A smooth flow of speech helps get your point across.
Clear and slow comments are more easily understood and powerful.
Do not have long hesitations as listeners get bored.
Are you dressed well?What you wear
and how you wear it sends powerful signals.
It shows what you think of yourself.
Wear styles and colors that make you look your best.
Just be comfortable
As far as dressing goes, there are no rules. Just be comfortable with what you wear.
What do you see in the mirror?
Do you like what you see in the mirror?
See a confident you. What does your
body language say about you?
Does your body reflect the kind of message that you want to give to the world?
Develop a confident aura
As a confident communicator, develop a confident style.
Exercise good eye contact.
Use facial expressions.Be assertive.Use hand and arm
gestures as you convey a feeling of openness and ease.
Change the way you communicateCommunication is a learnt behavior. So, start learning today.
Virtual communicationSpecific KPO related
Exercise
Pre-empting issuesAsk for clarificationSuggest methodsRepeat both the above steps in the order
that you likeFollow upBring issues to their notice
– If you tell them it is a suggestion– If they tell you it is a mistake
When to replyEmails should be acknowledged
immediately Emails should be addressed within 30
minutes with proper action planKeep the promises regarding deadlines,
and if there are going to be changes, do convey the message to the client in advance – NOT AT THE LAST MOMENT
If net is down, do call up and tell
When to chase?AlwaysIt is worth giving reminders, previous day
itselfRemember, our aim is to ensure that we are
getting the inputs on time so that outputs could be given on time
No blame gameGentle reminders and updates to clients on
a timely basis is appreciated
Do’s and Don’tsDo not repeat that “words” that you are not
comfortable with – e.g if you are not clear of acronyms, do not assume; ask internally and if need to client itself (ASAP)
Do not use CAPITAL sentences, you can use bold to highlight
Let your email contain few words “please”, “kindly” etc..
Make your assumptions clear, if need be with examples
Phone should not ring for more than 3 rings
While on phone, do remember to laugh… Maximum possible do not use authoritative words like
“What are you saying” – instead you could make it polite “Could you please clarify as I am not clear – sorry”
Speak clearly and slowly – it should be audibleSpeak with confidenceNever be rudeDon’t put them on hold. If there is no other way, keep
chatting to them
When to send outputs?Know the pulse and actSometimes it is not a good idea to send the
outputs, way too earlyAt the same time the delay should not be a
burden imposed by ourselvesThe outputs should go in time so that
clients feel happy with our service and speed.
SuggestionsUse the tools effectively, be it e-mail or
phoneDo not over/under estimate IT
Remember that we have to sell hard – else we do not need to build something
