presentationld
Post on 10-Jul-2015
42 Views
Preview:
TRANSCRIPT
EffectiveCommunication
Skills
Training Programmes
Lecturer: Matheus Carvalho
Training Programmes
PersonalIntroductions
Training Programmes
“You can design and create, and build the
most wonderful place in the world.
But it takes people to make the dream a
reality.”
Training Programmes
PEOPLE!
Managers
CastMembers
Guests
Training Programmes
COMMUNICATION!
“The way we communicate with others and with ourselves
ultimately determines the quality of our lives”
Anthony Robbins
Training Programmes
Communication is the key to
SUCCESS to make our Cast
Members CHAMPIONS!
Training Programmes
Effective communication
Effective cast member relationship
Effective guest relationship
Great overall results!!
Training Programmes
Now thatlooks, sounds and feels
really reallyeasy!
Training Programmes
1. Developa sound foundation
KNOWLEDGE
Training Programmes
Do I give myCast Members
enoughknowledge?
Do peopleunderstand
theirfunctions?
Do CastMembers haveenough product
knowledge?
Do they knowwho to ask for
help?
Training Programmes
2. Developyour communication
skills
Training Programmes
Language
Training Programmes
Intonation and tone
Training Programmes
Eye contact
Training Programmes
Develop listening skills
Training Programmes
3. Developyour bodylanguage"The most important thing in
communication is hearing what isn't said." - Peter Drucker
Training Programmes
Use gestures...
..but bewareof what yourbody is saying.
Training Programmes
Don’t send mixedmessages
Training Programmes
SMILE!!
Training Programmes
Training Programmes
Feedback time
Sound foundation
Knowledge
Body language
Language
Intonation andListening
Eyecontact
Communication skills
Gestures Correctmessages
SMILE!
Training Programmes
Feedback time
Sound foundation
Knowledge
Body language
Language
Intonation andListening
Eyecontact
Communication skills
Gestures Correctmessages
SMILE!
Training Programmes
ROLE PLAY TIME
Training Programmes
THANK YOU+
Q&A
top related