Transcript Effective Customer Communications - PowerPoint

Become A More
Effective Communicator
The Foundation for Delivering
Exceptional Customer Service
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AGENDA
• Communication Barriers
• Overcoming Barriers
• Speaking Skills
• Listening Skills
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Communication Tree
Communication Exercise
Let’s see how well you
communicate!
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Picture Exercise
Describe the following
picture
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Communication Is
A Natural Human Activity
80% of our conscious hours are spent
performing some form of
communication.
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4-Types of Communication
Visual
Non-Verbal
Verbal
Written
Barriers To Communication
• We see and hear what we expect.
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Barriers To Communication
• We hear and see what we expect
• We assume too much
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Barriers To Communication
• We see and hear what we expect
• We assume to much
• We listen ineffectively
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Barriers To Communication
• We see and hear what we expect
• We assume to much
• We listen ineffectively
• We are defensive in our communication
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Speaker Skills
• Chose the right time and place.
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Speaker Skills
• Chose the right time and place.
• Know your listener.
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Speaker Skills
• Chose the right time and place.
• Know your listener.
• Lower barriers
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Speaker Skills
• Chose the right time and place
• Know your listener
• Lower barriers
• Monitor non-verbal message
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Importance of Non-Verbal
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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.
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Learning Styles
People learn in different ways
 Visual
 Auditory
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Communication Tree
Summary
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