Transcript TD3FromCurtToCourteous

From Curt to Courteous:
Mastering the 7 Touch Points of
Communication
© Telephone Doctor, Inc. | www.telephonedoctor.com
You will learn:
The appropriate use of the 7 Touch Points of Communication.
Gain knowledge and insight into how various forms of
communication influence all aspects of life.
How to apply correct techniques to various workplace and
personal situations.
© Telephone Doctor, Inc. | www.telephonedoctor.com
Take the Before-andAfter Skills Inventory
© Telephone Doctor, Inc. | www.telephonedoctor.com
View Program
© Telephone Doctor, Inc. | www.telephonedoctor.com
Key Point #1:
Understanding and Being Understood
© Telephone Doctor, Inc. | www.telephonedoctor.com
Discuss
What is the opposite of understanding and being
understood?
What are the 7 Touch Points of Communication used
today?
How will this program help you to avoid being curt and
practice being courteous?
What is synchronous communication?
What is asynchronous communication?
Is asynchronous or synchronous a more
effective method of communication with
customers?
What characteristics do the 7 Touch Points
have in common with each other?
© Telephone Doctor, Inc. | www.telephonedoctor.com
Telephone Doctor® Prescription
The opposite of understanding and being understood is being misunderstood.
Ways to communicate with customers include: letters, telephone,
face-to-face, fax, voice mail, email and instant messaging.
Synchronous communication is an immediate two-way back and
forth exchange of information in real time.
Asynchronous communication is one-way communication. Both
parties expect the reply to be delayed for a period of time.
Both are considered effective in communicating with customers as
long as both parties accept the lack of real time and/or the
immediate back and forth interaction we receive with sychronous
communication.
© Telephone Doctor, Inc. | www.telephonedoctor.com
Key Point #2:
Your Communication Tools
© Telephone Doctor, Inc. | www.telephonedoctor.com
Discuss
When is it best to use asynchronous
(or one-way) messages?
Which forms of communication rely on
the spoken word?
Although most methods cross-apply
to other touch points, which is the
method the majority of customer
communications rely on?
What are your communication tools while you’re
on the telephone with a customer?
What are the three keys when you use your
voice?
What are other factors to take into
consideration?
© Telephone Doctor, Inc. | www.telephonedoctor.com
Telephone Doctor® Prescription
Asynchronous or one-way messages are used when
customers do not need immediate, time sensitive replies.
Communication that relies on the spoken word includes
face-to-face, telephone and voice mail.
The telephone is currently the way the majority of
customer communication takes place.
Communication tools, while on the phone: include voice,
tone of voice, words used and the listener’s perception.
Keys for using your voice effectively are rate of speed,
enunciation (speaking clearly) and volume.
© Telephone Doctor, Inc. | www.telephonedoctor.com
Key Point #3:
Effective Voice Mail
© Telephone Doctor, Inc. | www.telephonedoctor.com
Discuss
What has become another important way to leave an asynchronous
message in business?
What are the keys to a successful business voice mail?
What is important in a voice
mail message to someone you
don’t know well?
© Telephone Doctor, Inc. | www.telephonedoctor.com
Telephone Doctor® Prescription
Voice mail is an important tool in business.
Keep voice mails brief, friendly and when possible, add a
little humor.
To a new customer, introduce yourself, give your
company’s name, be brief and include return contact
information. And, yes, SMILE!
In any voice mail, leave the reason for your call, your
name and return number (twice and slowly!) and if there
is time, tell your city and time zone.
© Telephone Doctor, Inc. | www.telephonedoctor.com
Key Point #4:
Face-to-Face Communication
© Telephone Doctor, Inc. | www.telephonedoctor.com
Discuss
What are the two elements of face-to-face
communication?
Why are facial expressions usually
considered obvious?
In a face-to-face meeting, what can your expression do?
Why is it important for your face to reflect
your verbal message?
How does your body language show your
inner feelings?
© Telephone Doctor, Inc. | www.telephonedoctor.com
Telephone Doctor® Prescription
Facial expressions and body language are important
keys to effective face-to-face communication.
Without using words, your facial expressions can
express a wide range of emotion from happy to puzzled
to unhappy or angry.
The expression on your face can support or nullify your
words.
Body language is a strong indicator of your interest in
the topic at hand.
© Telephone Doctor, Inc. | www.telephonedoctor.com
Key Point #5:
Communication by Written Word
© Telephone Doctor, Inc. | www.telephonedoctor.com
Discuss
When you provide written communication, what does the reader do?
What is written word used for?
What tools are needed to influence a reader to have a positive interpretation
of our meaning?
How can you make a message
more “reader friendly”?
What are the keys to a good
message?
© Telephone Doctor, Inc. | www.telephonedoctor.com
Telephone Doctor® Prescription
Remember, when you write something, your reader is interpreting
your mood and meaning.
The written word is used in letter, email, fax, and instant messaging.
Some of the tools needed to influence a reader to have a positive
interpretation of your meaning include, making your message
“reader friendly” and checking your message to avoid
misinterpretation.
Keys to a good message: use a brief greeting as a welcome signal
and end your message (when necessary) with “thanks”. Being
obviously friendly will go a long way towards lessening resentment,
disputes and misunderstandings.
Always use spell check before sending any written communication.
© Telephone Doctor, Inc. | www.telephonedoctor.com
Take the Before-andAfter Skills Inventory
ANSWERS
01. B
02. T
03. C
04. B
05. T
06. A
07. F
08. E
09. B
10. T
© Telephone Doctor, Inc. | www.telephonedoctor.com
A CALL TO ACTION!
Memorize the following key points.
Keep them in mind every time you
use the telephone.
Practice!
© Telephone Doctor, Inc. | www.telephonedoctor.com
SUMMARY OF KEY POINTS
UNDERSTANDING AND BEING UNDERSTOOD: Ways to
communicate with customers: letters, telephone, face-to-face, fax,
voice mail, email and instant messaging. Synchronous is two-way
communication; Asynchronous is one-way communication.
YOUR COMMUNICATION TOOLS: While on the phone, include
voice, tone of voice, words used and the listener’s perception.
EFFECTIVE VOICE MAIL: Keep brief and friendly; leave reason for
call, your name, and return number (twice and slowly), city and time
zone, and SMILE!
FACE-TO-FACE COMMUNICATION: Facial expression and body
language can support or nullify your words.
COMMUNICATING WITH THE WRITTEN WORD: The reader is
interpreting your mood and meaning; be obviously friendly and spell
check.
© Telephone Doctor, Inc. | www.telephonedoctor.com
From Curt to Courteous:
Mastering the 7 Touch Points of
Communication
© Telephone Doctor, Inc. | www.telephonedoctor.com