Unit 5 Impactful communications for personnel relationship.pptx

Impactful communications for personnel relationship

1. UNIT- V IMPACTFUL COMMUNICATION & INTERPERSONAL SKILLS

2. LEARNING OBJECTIVES Describe the importance of communication and interpersonal skills . Learn how to use communication strategies to enhance self-esteem in your workplace and how to motivate co-workers to take on new challenges, to strive to manage effectively and to reach corporate goals.

3. LEARNING OBJECTIVES Acquire the skills on how to ask the right questions to gather information and to check whether your message has been understood . Create a win-win situation by applying human relationship principles when dealing with prospects and potential customers.

4. IMPROMPTU PRESENTATION Making your short 2 minutes presentation about yourself.

5. Aim/purpose & context Planning & p r epa r a t i on Delivery Overcoming nerves GIVING PRESENTATIONS

6. PURPOSE & CONTEXT To inform, train, persuade, entertain, sell or demonstrate? Who is the audience?

7. PURPOSE & CONTEXT How much time do you have? Where is the venue? Formal or informal?

8. PLANNING & PREPARATION Relevance to aim and audience! Gather material relevant to message Key points only!

9. PLANNING & PREPARATION Structure the material Intro = catch attention Middle = logical, chunks End = summarize main points

10. PLANNING & PREPARATION Use of notes Use of visual aids – KISS! Rehearse

11. DELIVERY Check room, time, equipment Awareness of self – voice, body language, confidence Dealing with questions

12. PRESENTATION TIPS Be aware of verbal language Be aware of non-verbal language Eye contact Hands/gestures Posture Face audience Clothes

13. OVERCOMING NERVES Reasons for feeling nervous: Lack of experience Lack of preparation Lack of enthusiasm Negative self-talk

14. MODULE 1 THE POWER OF C OMMU N IC A TION

15. COMMUNICATIONS Occurs between two or more people A process of sending , receiving and understanding message

16. COMMUNICATON BARRIERS Environment noise Difference in language & cultural background Poor listening skills Poor personal hygiene

17. THE COMMUNICATION PROCESS Encoding Decoding Encoding Understanding Decoding Feedback Channel Sending Channel Unde r s t anding Receiver Sender

18. FACTORS AFFECTING INTERPERSONAL COMMUNICATION @ WORK Personal a pp ear a nc e L a n g ua g e N o i s e Ov e rl o a d Em o t io n G a p s I n co n si s te n cy

19. WHY INTERPERSONAL COMMUNICATONS ? Necessary for relating and working with others

20. WHY INTERPERSONAL COMMUNICATONS ? Effective communication skills –listening and expressing

21. WHY INTERPERSONAL COMMUNICATONS ? Ability to give and receive feedback

22. WHY INTERPERSONAL COMMUNICATONS ? Being able to work well in teams or groups

23. BENEFITS OF INTERPERSONAL COMMUNICATIONS Personal r el a tionshi p s

24. BENEFITS OF INTERPERSONAL COMMUNICATIONS Professional r el a tionshi p s

25. BENEFITS OF INTERPERSONAL COMMUNICATIONS Empl o yme n t related skill

26. MODULE 2 SEEK TO UNDERSTAND AND ASK THE RIGHT QUESTIONS

27. HEARING VS. LISTENING “Was I paying attention?”

28. HEARING Hearing is simply the act of perceiving sound by the ear.

29. LISTENING Listening, however, is something you consciously choose to do.

30. LISTENING Listening requires concentration so that your brain processes meaning from words and sentences.

31. LISTENING Listening leads to learning.

32. THE ROLE OF YOUR PEOPLE SKILLS Your K n o w l e d g e 15% Your P eop l e Skills 85% It is estimated that 15% of your success comes from your skills & knowledge while 85% comes from your ability to connect with other people and gain their trust and respect

33. GREAT LISTENERS L i s t e n e r s 80% Sp e a k e r s 20% COMMUNICATORS 80% of people p r e f er t o talk to great listeners, not great speakers

34. BARRIERS TO ACTIVE LISTENING We ‘know’ what we are going to hear We judge delivery (how they say it), not content (what they say)

35. We are seeking confirmation not information What’s being said is getting in the way of what needs to be said BARRIERS TO ACTIVE LISTENING

36. EFFECTIVE LISTENING TECHNIQUES Have an open mind Face the speaker Noting and reflecting emotions Be patient Listen for the whole message

37. EFFECTIVE LISTENING TECHNIQUES Be curious Listen also with your eyes Be attentive but relaxed Paraphrasing Summarizing

38. EFFECTIVE LISTENING TECHNIQUES

39. LEVELS OF LISTENING IGNORING Actively deciding not to be attentive.

40. LEVELS OF LISTENING PRETENDING Actively deciding not to be attentive, but acting as if you are.

41. LEVELS OF LISTENING SELECTIVE Tuning in for key words or phrases that are of interest to you, in order to respond

42. LEVELS OF LISTENING EMPHATIC Appreciating the other person’s frame of reference. It is not necessarily agreeing with their position, but it is acknowledging that they do have an opinion.

43. YOUR SCORE A = B = C = Mostly A’s – You are a visual communicator Mostly B’s – You are an auditory communicator Mostly C’s – You are a kinesthetic communicator

44. THE VISUALS – “SEE” THE WORLD Think by making pictures in their mind Able to understand something better if they see it Appearance is very important

45. THE AUDITORIES – ‘HEAR” THE WORLD Think by analyzing sound Get more information from how you say things than from what you are saying Love to hear themselves and others talk

46. THE KINETHETICS – “FEEL” THE WORLD Act on what they feel Get more information from touch, emotions and gut feeling Love to touch people and things

47. ESSENTIAL QUESTIONING TECHNIQUES WHY WH A T WHEN WHERE H O W

48. RULES IN CONVEYING MESSAGE Get ready The receiver is ready Eye contact Right words Show what you mean – with non- verbal cues.

49. RULES IN CONVEYING MESSAGE Repeat important message Use the right channel Avoid interruptions Give chances to ask questions Follow-up – check with the receivers.

50. MODULE 3 COMMUNICATION TECHNIQUES TO SUSTAIN AND IMPROVE RESULTS

51. FACE TO FACE COMMUNICATION Body Language, 50% Tone of Voice, 40% Words, 10%

52. DELIGHTING CUSTOMER’S THROUGH “WOW” EXPERIENCE Meeting customer “Needs” but does not meet customer “Wants ” Exceeding customer “Needs” and meeting customer “Wants” Exceeding customer “Needs” and “Wants” OK Satisfied Delig h t ed (Wow) SKILL NO.1: UNDERSTANDING CLIENT’S NEEDS, WANTS & DESIRES

53. In just a few seconds and with a brief glance, a customer will evaluate who you are based upon your appearance and personality. Give the impression that you are competent, knowledgeable and professional Appearance: Your body language, clothing attire and overall posture. Personality: Your behavior, communication skills and attitudes toward people. Competencies: Your special skills fulfilling task requirements. Differentiation: What separates you from others and leaves a lasting memory in the minds of others . SKILL NO.2: CREATING A POSITIVE IMAGE WITH CLIENTS

54. S Say out greeting & name A Ask questions L Letting our sincere praise A Acknowledge M Make Ad v ice / Make way ~ SALAM MESRA ~ HOW TO MAKE A PROPER INTRODUCTION SKILL NO. 3 : HANDLING CLIENTS FACE-TO-FACE

55. ~ SALAM MESRA ~ M Making eye-contact E Express feeling through “facial expressions” S Smile, Shake hand R Reduce your distance A Acknowledge through nodding HOW TO MAKE A PROPER INTRODUCTION

56. STEP 1: PUTTING YOUR BEST EAR FORWARD Listen to the customer’s opening statement Write down or input key points Listen without interrupting Show the customer you are helping your full attention STEP 2: SAYING HELLO - THE OPENER Answer by the third ring Give the name of your business, your name and an opening statement or question Sound enthusiastic and be ready to help Work on relationship building from the beginning of the contact. STEP 3: BETWEEN HELLO & GOODBYE - HELPING THE CUSTOMER Assure the customer you can help Summarize the customer’s opening statement Verbalize what you are doing Put your personal touch into the contact Before a lengthy pause, tell the customer what is happening When putting customers on hold, explain why. STEP 4: SAYING GOODBYE - THE CLOSER Recap what you are going to do Gain the customer’s acceptance and confidence Ask if you can help with anything else Give your name again Thank the customer for calling your company SKILL NO. 4 :- HANDLING CLIENTS THROUGH THE PHONE

57. MODULE 4 BUILDING SELF CONFIDENCE FOR CORPORATE P R OF E SIONA L ISM

58. TYPES INTROVERT EXTROVERT Facts COMPLIANCE (Analytical) This customer likes to know all the details before making a decision Accuracy is important to them. DOMINANCE (Controller) This customer likes to know the key points and then get on with making the decision and taking action. Results are important to them. Feelings INFLUENCE (Supporter) This customer likes to get to know the people involved before making decisions. Good relationships are important to them. STEADINESS (Enthusiast) This customer likes the excitement of new possibilities and makes quick, confident decisions based on the overall feel of the situation. UNDERSTANDING YOUR CLIENTS’ PERSONALITIES KNOWING YOUR CLIENTS PERSONALITY

59. GROUP DISCUSSION IN F L U E NCE Discuss among your team members on how to handle the following customers: DOMINANCE STEADINESS COMPLIANCE

60. SUGGESTED SOLUTIONS DOMINANT Fast & competent Work discipline INFLUENCE Establish relationship STEADINESS Allow time for decision& provide support COMPLIANCE Requires fact & figures Needs time to decide to avoid risk

61. Handle the person first then the problem Apologize Show empathy Find solution Make recovery process Offer compensation (depends on the situation) Follow up HUMAN SKILLS AND COURTESY IN HANDLING COMPLAINTS

62. DEVELOPING A PERSONAL PROFESSIONAL IMAGE Dress to suit the office environment Ensure that your clothes are comfortable to wear and made of good quality fabric. Never wear clothes that are too tight for they make a thin person look skinny and a large person look twice as heavy. Avoid trendy styles. Your hairstyle should complement the shape and features of your face. Ensure hair is well-combed and dandruff-free.

63. DEVELOPING A PERSONAL PROFESSIONAL IMAGE Avoid sneakers, sports shoes and jeans Avoid using a strong perfume Shoes should be clean, polished and free of scuff marks. Fingernails should be trimmed and clean. No visible tattoos to avoid distraction.

64. BUSINESS HAND SHAKE Tips on Business Hand-Shake Sincere smile Eye contact Proximity Firm grip Pleasant facial expression

65. THANK YOU WINNING DOESN’T ALWAYS MEAN BEING FIRST – WINNING MEANS YOU’RE DOING BETTER THAN YOU’VE DONE BEFORE SUCCESS MEANS – KNOWING MORE THAN THE OTHERS, WORKING MORE THAN THE OTHERS & EXPECTING LESS THAN THE OTHERS