DLVLLOPING LIILC1IVL

COMMUNICA1ION SKILLS
A module on :
Basics o Communication
1elephone Ltiquettes
Listening
Questioning
Basics o Basics o
Communication Communication
Communication is simply a two way process o exchanging Communication is simply a two way process o exchanging
ideas, inormation or transmitting erbal and non ideas, inormation or transmitting erbal and non--erbal erbal
messages. messages.
Lectie Lectie Communication Communication
EFFECTIVE
COMMUNICATION
PRODUCTIVE
RELATIONSHIP
0 communicat0 to. 0 communicat0 to.
et inormation
Motiate
Praise
et eedback
Sell
reet
Ltc.
Barriers 1o Communication Barriers 1o Communication
Premature ealuation
Inattention
Stereotyping
Assumption
eneralizing
Poor listening skills
Selectie listening
lixed ideas
Ignoring inormation contrary to our belie
Noise
Lmotions
Poor listening skills
c`s O Communication
CLLAR COMPLL1L CORRLC1
CONCISL COUR1LOUS
CONCRL1L
CONSIDLRA1L
Process O Communication
SENDER
MEDIUM
RECIEVER
FEEDBACK
BARRIERS
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Lssentials O Communication Lssentials O Communication
Do's Do's
&se precise, memorable and powerul words
Support your words with isual aids
ie examples
Lye contact
Actie listening
Paraphrase
KISS - Keep it short and simple
Aoid interrupting
Appropriate acial expressions
Lxhibit airmatie head nods
Lssentials O Communication Lssentials O Communication
Don'ts Don'ts
o not use technical terms and terminologies
not understood by majority o people
o not speak too ast or too slow
o not speak in inaudible surroundings as you
wont be heard
o not assume that eerybody understands you
o not interrupt the speaker.
Beore communicating
Ask yoursel.
\hat is the main purpose,aim
\ho will receie it
\hat is the likely attitude o the listener
low much does he need to know
Is my timing right
\hat is the main subject
Are the major points clear
Is there any ambiguity
1elephone Ltiquettes
Beore you place calls
Be prepared - plan your conersation
1urn away rom your computer desk or other work
lae pens, pencils and notepaper handy.
Answering the phone
Answer calls promptly within 3 rings
Smile as you pick the phone - the caller will hear it in
your oice.
Project a tone that is enthusiastic, natural, attentie and
respectul.
reet the caller and identiy yoursel and your business
Ask low may I help you`
uring the conersation.
Lnunciate , pronounce clearly
&se simple Lnglish
Aoid slang - uh, hmm, yeah, dude
Always speak calmly and choose your words careully
&se all your listening skills
locus all your attention on the caller and the conersation
Clariy and check or understanding
&se basic phrases o courtesy L.g. May I help you` Please`,
1hank \ou`, \ou are welcome`.
o not chew gum or eat during a conersation
o not slam the phone or cut o abruptly
Rerain rom idle chit chat with customers.
I there is a problem, project a tone that is concerned, empathetic and
apologetic.
Aoid the ie orbidden phrases:
No - Instead ind a way to state the situation positiely
I don't know - instead say that is a good question let me ind
out or you`
I/w0 can't do that - instead say this is what i,we can do`
ou will hav0 to - instead say here is how we can help you`
ust a s0cond - instead gie a more honest estimate o how
long it will take you.
Reports to callers
Mrs Madhu is on another line, will you wait please`
le is away rom his desk, may I take a message`
I`m sorry, Mrs Madhu is out o oice may someone else
help you
Mr Ram is in the linance,lR,Sales department, one
moment please, I`ll transer your call.`
I`m sorry to keep you waiting.`
Answering calls or others
Identiy yoursel and the company or person or whom
you are answering and say how may I help you`
Oer assistance in the absence o others say she is not
in today perhaps I can be o assistance.
o not make commitments or others. Say I`ll gie
him your message when he returns.`
1ake accurate legible messages with time, date, reason
or call, urgency, the best time to reach them and all
other pertinent inormation. L.g. reports to caller.
1ranserring Calls
Lxplain the reason or the transer - let me connect you with
Mr.,Ms., Mrs. xyz in______ department.
Know your extension numbers so that the caller is not kept
waiting.
Mute the line i you are clariying any inormation with your
colleague etc.
Obtaining the callers name
May I tell Mr. Rao who is calling please`
May I say who is calling please`
May I hae your name please`
Progress reports
Mr Rao`s line is still busy do you wish to continue
waiting
I`m sorry to keeo you waiting, may I check urther and
call you back`
Placing someone on hold
Make sure that it is or a genuine reason.
Ask the caller i he,she would hold, and wait or a
response rather than assuming the answer is yes.
Neer keep a caller on hold or more than a minute. I
you hae to take longer than that, return to the person
and tell them that you will hae to take a ew minutes
longer and ask i you could call back.
\hen you return to the caller thank them or holding
ealing with angry customers
Listen, allow the caller to ent
Lmpathize, acknowledge the person`s eelings
Apologize when appropriate.
Be positie
Sole , suggest generate solutions that you can both agree on
and i reasonable do it.
Remain calm and courteous, do not argue.
o not interrupt.
Lxplain clearly do not make unrealistic promises.
Act ast, acting quickly shows that you are sorry and that you will
handle the issue.
lollow up get back to the caller to make sure the problem has
been soled.
Concluding the call
Lnd the conersation with an agreement on what is to
happen next, i you are to ollow up do so immediately.
1hank the caller or calling- or his time, inite the
caller to call again.
Listening skills
basic reasons we do not listen
Listening is hard work
Competition
1he rush or action
Speed dierences in the
rate o speaking and
understanding.
Lack o training
1ypes o listeners
1he Non-Listener HEARINS
1he Marginal Listener
'8
1he Laluatie Listener
1he Actie Listener ISTENINS
low to improe your listening
skills
Maintain eye contact with the instructor
locus on content than on the way that it is being said.
Aoid selectie listening
Aoid distractions
Ask questions to stay actie and interested.
lace the speaker
Maintain eye contact
Respond appropriately - say yes, nod, etc.
o not be preoccupied with your own thoughts.
Questioning
1ypes o questions
CLOSL LNDLD
enerally result in short yes,no or other one word answers.
1hey should be used only when you want precise, quick
answers. Otherwise, they inhibit thought.
OPLN LNDLD
1hey inite an actual explanation or a response. Questions
that begin with how`, what` and why` are typical open
ended questions.
Closed Questions V,s Open Questions
\hen did that happen
\as your trip successul
id you like the candidate
id you hae a good
meeting
\hat led up to that
\hat did you manage to
accomplish on your trip
In what ways do you think
that candidate meets our
need
\hat happened at the
meeting
Probing Questions
Can you be more speciic
Can you gie me an example o that
\hat happened then
low does this aect you
\hat might cause that, do you think
Can you ill me in on the details
Thank You
Open To Queries