BUSINESS COMMUNICATION

SUCCESS MANTRA

ATTITUDE KNOWLEDGE SKILLS TIME A.K.S.T → T.A.S.K

ATTITUDE WHATEVER WE THINK OUR THOUGHTS BECOME YOUR WORDS OUR WORDS BECOME OUR ACTION OUR ACTION BECOME OUR HABBITS OUR HABBITS BECOME OUR CHARACTER OUR CHARACTER BECOME OUR DESTINY. SO WE SHOULD HAVE TO THINK POSITIVE

TOWARDS OUR SUCCESS.

KNOW LEARNING KNOW EARNING NO LEARNING NO EARNING KNOWLEDGE MUST BE CHARGED

OTHERWISE WE WILL REMAIN BEHIND. ADAPT :- ACCEPT THE CHANGE ADOPT :- START CHANGING ADEPT :- CHANGED / BECOME EXPERT

ACCORDING TO ENVIRONMENT OR TREND.

CONTINUING PROFESSIONAL DEVELOPEMENT

CPD IS A COMBINATION OF APPROACHES, IDEAS, AND TECHNIQUES THAT WILL HELP YOU MANAGE OUR OWN LEARNING AND GROWTH.

WHAT CPD DOES…..???

CPD ENSURES OUR CAPABLITIES TO KEEP THE PACE OF CURRENT STANDARDS WITH OTHERS IN THE SAME FIELD.

CPD ENSURES THAT WE MAINTAIN AND ENHANCE OUR KNOWLEDGE AND SKILLS. WE NEED TO DELIVER A PROFESSIONAL SERVICES TO OUR CUSTOMERS CLIENTS AND THE COMMUNITY

CPD ENSURES THAT WE AND OUR KNOWLEDGE SHOULD BE UP TO DATE. WE ARE MORE AWARE OF THE CHANGES SURROUNDING US.

CPD

CPD HELPS TO MAKE MEANINGFUL US TO OUR TEAM. WE BECOME MORE EFFECTIVE IN YOUR WORK PLACE.

IT HELPS TO STAY INTERESTED AND INTERESTING. AS WE ALL KNOW EXPERINCE IS GREAT TEACHER OF US.

CPD CAN DELIVER UNDERSTANDING OF WHAT IS MEANT TO BE PROFESSIONAL ALONG WITH GREAT PERFORMER.

CPD

CPD HELPS ADVANCE THE BODY OF KNOWLEDGE AND TECHNOLOGY WITHIN OUR PERFORMANCE.

CPD INCREASES THE PUBLIC CONFIDATION AS WELL AS INDIVIDUAL.

CPD ENSURE WE SHOULD NOT BE UNDERESTIMATED.

SKILLS COMMUNICATION IS RECEPTIVE. COMMUNICATION IS EFFECTIVE. INFORMATION…. :- WHAT IS GIVEN

OUT. COMMUNICATION…. :- GETTING

THROUGH FACE IS THE INDEX OF MIND EYES ARE THE WINDOW OF SOUL.

3Vs OF COMMUNICATION

1.VERBAL : 7%2.VOCAL : 38%3.VISUAL :-

55%

L.S.R.W

LISTENING SPEAKING READING WRITING

LISTENING

LISTENING IS AN INPUT SKILL. REACT :- REACTION RESPOND :- RESPONSIBILITY SPOKEN WORDS BELONGS HALF TO

THE SPEAKER AND HALF TO THE LISTENER.

75% OF TIME HAS BEEN WASTED JUST BECAUSE OF POOR COMMUNICATION.

SPEAKING

GIGO :- GO IN GO OUT. WHAT COMES OUT FROM MOUTH GOES

IN OUR MIND. ENUNCIATION :- THE WAY OF WORD IS

TO BE ENUNCIATE. WHAT WE HAVE LISTENED.

DEAN IS MY BEST FRIEND

D :- DICTIONARY :- WHICH GIVES S+SMS

E :- ENCYCLOPEDIA A :- ATLAS / ALLUMNAC N :- NEWS PAPER WE GET HIRED FOR HIGHER SKILLS

BUT WE GET FIRED FOR OUR SOFTSKILLS.

HOW TO START

WHAT WHEN WHY WHERE WHOM HOW

EFFECTIVE COMMUNICATION

S R ATTENTION MUST BE PAID. PRAISE THE FOOL PARADIGM SHIFT :- FUNDAMENTAL

CHANGE IN AN INDIVIDUAL’S OR A SOCIETY’S VIEW OF HOW THINGS WORK IN THE WORLD

HARE & TORTOISE MORALS

SLOW AND STEADY WINS THE RACE FAST AND CONSISTENT WILL

ALWAYSBEAT THE SLOW AND STEADY. FIRST IDENTIFY YOUR CORE

COMPITENCY AND THEN CHANGE THE PLAYING FIELD TO SUIT YOUR CORE COMPITENCY.

WHENEVER YOU FIND THAT NOT GETTING THE RESULTS AFTER GIVING HARDWORK CHANGE THE STRATEGY.

TEAM WORK

TEAM……. T :- TOGETHER E :- EVERYONE A :- ACHIEVE M :- MORE IT IS GOOD TO BE INDIVIDUALLY

BRILLIANT AND TO HAVE CORE COMPITENCY. BUT UNLESS YOU ARE NOT ABLE TO WORK IN A TEAM HARMS EACH OTHER. (EXP. OF PEPSI)

WHAT’S CUSTOMER SERVICES…??

FORMING STRONG RELATIONSHIP WITH CUSTOMER

MAKE HIM FEEL SPECIAL MAKE THINGS ORDINORY THINGS

EXTRAORDINORY GOING BEYOND WHAT IS EXPECTED. ADDING VALUE TO EVERY INTERACTION BEING YOU BEST WITH EVERY

CUSTOMER

CUSTOMER EXPECTATIONS

EXPECT TREAT OR INCENTIVES OR SCHEMES.

TRUST & FULFILLING PROMISES RESPONSIVENESS. WILLINGNESS TO HELP. EMPATHY :- HOW MUCH WE CARE ASSURANCE :- KNOWLEDGE AND

COURTESY YOU HAVE TO SHOW TO CUSTOMER (ABILTY TO TRUST)

GOOD CUSTOMER SERVICE MEANS

PROVIDING QUALITY PRODUCTS SATISFYING THE NEEDS OR WHAT

CUSTOMER WANTS. RESULTING IN REPEAT CUSTOMER.

GOOD CUSTOMER SERVICE RESULTS IN….

CONTINUED SUCCESS (TARGET/SALES)

INCREASE IN PROFIT HIGHER JOB SATISFACTION IMPROVED COMPANY OR ORGNIZATION

MORALE. BETTER TEAMWORK MARKET EXPANSION OF

SERVICES/PRODUCTS

HOW TO FIND SOLUTION IN COMPLAINTS

DETEMINE THE REASON OF COMPLAINT CAUSE OF PROBLEM :- ROOT CAUSE OF

PROBLEM WHAT CAN I DO :- RECTIFICATIN

SITUATION WHAT CAN I SAY :- ACKNOWLEDGE THE

PROBLEM.

RELATIONSHIP BUILDING WITH CUSTOMER

ESTABLISHING RAPPO INTRACT POSITIVLY WITH CUSTOMER IDENTIFY CUSTOMER NEEDS. MAKING CUSTOMER FEEL VALUED. MAINTAINING ONGOING RELATION

WITH EXISTING CUSTOMERS