become a more effective communicator the foundation for delivering exceptional customer service...

Become A More Effective Communicator

The Foundation for Delivering Exceptional Customer Service

Certified Security Professionals

Universal Protection Service

AGENDA

• Communication Barriers

• Overcoming Barriers

• Speaking Skills

• Listening Skills



Communication Tree

Communication Exercise

Let’s see how well you communicate!



Picture Exercise

Describe the following picture



Communication Is A Natural Human Activity

80% of our conscious hours are spent performing some form of communication.



4-Types of Communication

Visual

Verbal

Non-Verbal

Written

Barriers To Communication

• We see and hear what we expect.



Universal Protection Service Certified Security Professionals


• We hear and see what we expect• We assume too much




• We see and hear what we expect• We assume to much• We listen ineffectively




• We see and hear what we expect• We assume to much• We listen ineffectively• We are defensive in our communication



Speaker Skills

• Chose the right time and place.



Speaker Skills

• Chose the right time and place.• Know your listener.



Speaker Skills• Chose the right time and place.• Know your listener.• Lower barriers



Speaker Skills

• Chose the right time and place• Know your listener• Lower barriers• Monitor non-verbal message



Importance of Non-Verbal



Tailor Message To Listener

Don’t tell a person how to manufacture a watch

when all they want to know is what time it is.



Learning Styles

People learn in different ways Visual Auditory


Communication Tree

Summary



become a more effective communicator the foundation for delivering exceptional customer service...

Documents