Effective Communication Skills

Effective Communication:

Effective Communication Effective Communication brings the World closer

When was the last time You received an appreciation from your Client? You felt happy that you provided the best Customer Service on the call? You felt that you were lively and confident on the call? Your superior gave a pat at the back for your excellent performance? You took a pride on yourself for being the best among the entire crowd?:

Effective Communication PPT When was the last time You received an appreciation from your Client? You felt happy that you provided the best Customer Service on the call? You felt that you were lively and confident on the call? Your superior gave a pat at the back for your excellent performance? You took a pride on yourself for being the best among the entire crowd?

Why Effective Communication is Important????:

We rely only on Communication It creates an image about you and the company as well Excellent communication can build positive and long lasting relationship with the Customers or Clients Effective Communication PPT Why Effective Communication is Important????

Avenues of Verbal Communication:

Body language, gesture and facial expression doesn’t play a vital role Then???????????? Tone of Voice and Confidence plays 85% - attitude – how you address the Client/Customer Word Content plays 15% - the way the message is put across to the caller with a proper accent Effective Communication PPT Avenues of Verbal Communication

Effective Listening Skills:

Listening skills plays an important role in Communication A good listener can accomplish more in a shorter period of time The conversation stays on track and even more valuable – Customer feels respected “Good Listeners are Good Leaders” Effective Communication PPT Effective Listening Skills

Components of Effective Communication:

Rate of Speech Tone Choice of Words Effective Communication PPT Components of Effective Communication

Rate of Speech:

Faster rate of speech indicates anger or impatience Slower rate of speech indicates fatigue and disinterest These indication might be misleading The average rate of speech should be 125-150 words per minute Effective Communication PPT Rate of Speech

Tone:

85% of verbal communication happens through our tone ( attitude ) Energy portrays the Service Attitude Confidence portrays the Care for our Customer Customer may be frustrated, irritated or intimidated (Customers’ emotional state) Our tone should vary as per the Customers’ emotional needs too Effective Communication PPT Tone

Choice of Words:

Be clear and concise Do not repeat the sentences more than twice ( repeat it if required ) Proper sentence formation with correct tense and grammar ( makes you more confident ) As per the previous slide, sense the Customer’s emotional state before you respond Effective Communication PPT Choice of Words

Effective Listening…:

Don’t get distracted Don’t interrupt the Customer Don’t finish the Customer’s sentences Don’t assume before the Customer finishes Effective Communication PPT Effective Listening…

Conclusion:

Many of us think “ Communication Skills ” means just speaking We think about formulating sentences well, using eloquent words or being succinct or funny, but we never think about neutralizing our “ Accent ” Those who do realize it are probably the “ Best Communicators ” Effective Communication PPT Conclusion

Slide 12:

Thank You Effective Communication PPT