logging in or signing up Effective Communication Skills Thirugnanasambandam Download Post to : URL : Related Presentations : Let's Connect Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 12266 Category: Product Traini.. License: All Rights Reserved Like it (1) Dislike it (0) Added: March 15, 2011 This Presentation is Public Favorites: 5 Presentation Description Effective communication skills Comments Posting comment... By: panezaikhan9 (12 month(s) ago) thanx for uploadin such ideol presentatios Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript 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 CommunicationEffective 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 SkillsComponents of Effective Communication: Rate of Speech Tone Choice of Words Effective Communication PPT Components of Effective CommunicationRate 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 SpeechTone: 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 ToneChoice 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 WordsEffective 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 ConclusionSlide 12: Thank You Effective Communication PPT You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.