Positive Verbal Communication

HTT160/NORAZLINA RAHMAT 1

Positive verbal communication Positive verbal communication

CHAPTER 3

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The Importance of The Importance of Effective CommunicationEffective CommunicationHave power to make or break the organizationKey elements – to recognize how to tend to

commitments Easiest way –ask those who know u the best Many people are leery about requesting,

feedback because of what they might hear Most people have difficulty giving useful

feedback because they never learned how to do it or are uncomfortable to do it

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Ensuring two-way communication Ensuring two-way communication

• Interpersonal communication model : Environment –office,store,and group or individual

setting Sender – initiate a message with customer Receiver –be the receiver of customer message Channel- over the phone, person, fax, modem, etc Encoding –language, symbol and gestures Decoding – u or customer converts messages received

into familiar ideas by interpreting or assigning meaning

Feedback – response given to message received Filter – attitude,interest,biasees,education and etc Noise- physiological or psychological factors

(physical characteristics, level of attention, loudness of message,environment factors)

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AVOIDING NEGATIVE AVOIDING NEGATIVE COMMUNICATION COMMUNICATION

CONCEPT : USE POSITIVE WORDS OR PHRASES, RATHER THAN EMPHASIZE THE NEGATIVE

CHOICE OF WORD CAN OFTEN LEAD TO EITHER SATISFACTION OR CONFRONTATION AND CAN DESTROY A CUSTOMER-PROVIDER RELATIONSHIP

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COMMUNICATING POSITIVELY COMMUNICATING POSITIVELY Plan your messages-know what you want

and need to say to avoid unnecessary details

Greet customer warmly and sincerely-shake hands, often smile, offer sincere welcome

Use customer-focused language- provider centered@ customer centered

Use eye-contact effectively- no longer than 3 to 5 seconds at a time

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Cont…*Cont…*Listen carefully and respond

appropriately- 2 way verbal communication. Manner in which you listen and respond often determines the direction of conversation

Be specific- details relating to costs, delivery dates, warranties and other important area of customer interest

Use positive “I” and “we” messages – focus on what “I” and “we” can do for or with the customer

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Cont..**Cont..**

Use simple language- terms and explanation that are easily understood

Paraphrase- repeating to the customer but in our own words

Ask positively phrased questions- avoid creating a negative situation or escalating customer emotions

Agree with customers – customer like to hear that they are right

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Cont..***Cont..***Communicate to your customer’s learning

style – people process info in 1 of 3 ways ; visually (seeing), aurally (hearing) or kinesthetically (touching)

Ask permission- get customer approval before taking action

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Cont…****Cont…**** Elicit customer feedback and

participation- make customer feels as if they are a part of the conversation

Close the transaction professionally- use words like “have a nice day”, offer a sincere “thank you” and encourage customer to return again in future

Address pet peeves- something bothers about hoe others communicate or behave. Hot buttons; leads to customer relationship breakdown

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Projecting a positive image Projecting a positive image make customer feel welcome focus on the customer as a person

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PROVIDING FEEDBACK PROVIDING FEEDBACK Verbal feedback- the words choose in

providing feedback to customer Non verbal feedback – nonverbally

Body language Actions Appearances

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Assertive vs. Aggressive Service Assertive vs. Aggressive Service

Concept : assertive service is food for problem serving; aggressive service may escalate them

Providing assertive service :*facial expressions-smile and demonstrate warmth and willingness to help * voice- remain calm, steady and self-assured *posture- stand or sit erect but not rigid *gestures- open gestures with arms and hands *eye contact- avoid squinting or glaring *win-win solution- work mutual understanding

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Responding to Conflict Responding to Conflict Between individuals Between an individual and a group Between an individual and an organization Between organization

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Causes of conflict Causes of conflict Conflicting values and beliefs Personal style differences Differing perceptionsInadequate or poor communication Contrary expectations

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Cont…..**Cont…..**

Inadequate communication Goals that out of sync Opposition of over shared resources Outcomes dependent on others Misuse of power

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Guidelines for effective conflict Guidelines for effective conflict management management

Remain calm Be proactive in avoiding conflicts Keep an open mind Identify and confront underlying issues

immediately Clarify communication Stress cooperation rather than competition Focus resolution efforts on the issues Follow established procedures in handling conflict

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Salvaging relationships following Salvaging relationships following conflict conflict

Reaffirm the value of the relationshipDemonstrate commitment Be realistic Remain flexible Keep communication open Gain commitment Monitor progress

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END OF CHAPTER 3 END OF CHAPTER 3 THANK YOU

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Positive Verbal Communication