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R. NEENA RAJDEV
BASIC CORPORATE BEHAVIOUR
04/11/2023 Neena Rajdev
Have you experienced this sometime in your lifetime ?
Listening Vs Hearing
Hearing is just a physical activity
Listening involves the heart, the mind and the ears
Hearing is the act of picking up audible sounds.
Listening, however requires concentration, so that the brain processes meaning from words and sentences
Types of Listening
Active Listening Active Listening involves appropriate listening sounds, eg:
Uhum, yes, ok, fine etc so that the customer knows that you are listening.
Passive Listening When one simply listens without responding. Reflective Listening Reflective Listening means listen and then reflect back what
you understood. Remember……do paraphrase but don’t parrot.
THE LISTENING GAME
Barriers to Listening
Perceptions Attitude and emotions Poor retention / Lack of
attentiveness Day dreaming Interruptions
INTERNAL EXTERNAL
•Noise
•Faulty Connection
Perception
What is Perception?
A mental image formed due to jumping to conclusions or passing judgments too early…..
Perception is a human nature. It impacts every sphere of our lives.
The Perception Game" Human minds refuse to take anything at the face value of it in a simple form "
Attitudes and Emotions Hooks – What is it ?
A hook is any behaviour ( from the customer/ another person ) that leads us to an uncomfortable feeling of being accused or being criticized and negative emotions are fuelled in us.
Hooks might be in the form of :
• A value judgment.
• A comment
• Sarcasm
Example : Road Rage
Giving a negative for a negative never gives a positive outcome.
What to do?
Maintain Composure Neutralize the venom Be conscious / self aware Don’t take it personally Detach yourself
emotionally
AGGRESSIVE
SUBMISSIVE
ASSERTIVE
Communication Styles
Aggressive / Submissive Behaviour
•“…MY need is more important than yours”
“…Your need is more important than mine”
Assertive Behaviour
• “Both our needs are important…”
What ?
Empathy means feeling, acknowledging and affirming
another person’s emotional state.
Why? Each Interaction needs to take care
of the “ Human Aspect” and the “ Business Needs”.
EMPATHY
How to show empathy.....• That must have been annoying Mr. Jaidev …
• I can certainly imagine how frustrating that could be…….
• Had I been at your place I would have felt the same way……
• You have a valid point. It can definitely be very upsetting when…..
• I can understand your point of view….
However…
IT’S NOT NECESSARY THAT SOMETHING CATASTROPHIC HAS TO HAPPEN FOR YOU TO EMPATHIZE
APOLOGY
What?An expression of regret for a mistake or wrong with implied admission of fault.
Why?•To pacify irate customers.
• Apology is need based and is offered when ever the member is in a complaining mode and sounds unhappy.
How to apologize......
I sincerely apologize for the inconvenience Mr. Ram/ Ms Rachana. ( Be gentle and polite )
How to Assure?
•I will definitely do my best to resolve this issue.
•I will take care of it right away. ( If it is team work, please refer as “We” will....................
Avoid “Trigger” Words and Phrases
How to suggest formally.....
•How about……….?
•Why not……..?
•Lets…….
•Well, I suggest……
•Could I suggest that ……..?
•If I were you I would….
How to Agree.....
• I absolutely agree..
• That’s correct…
• That’s true…
• I’m of the same opinion…
•I second this .....
Well, if you ask me, I’d say… That’s right, however…..
I think we can do this way if you agree
Coming from the point of view of ................
How to disagree....
What? Assurance is the ability to instill
the confidence in the customer that they are in the right hands.
Why? To restore the customer’s
confidence
ASSURANCE
The important thing to be kept in mind is that while assuring the agent must not end up making a promise of something that cannot be delivered
04/11/2023 Neena Rajdev
R. NEENA RAJDEV
Thank you
