COMMUNICATION & PERSONALITY DEVLOPMENT

DESINGED BY

Sunil KumarResearch Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,MAHARSHI DAYANAND UNIVERSITY, ROHTAKHaryana- 124001 INDIA Ph. No. 09996000499email:  skihm86@yahoo.com , balhara86@gmail.com  linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com 

WHAT IS COMMUNICATION ?

What are the most common ways we communicate?

Visual Images

Body LanguageWritten Word

Spoken Word

Communication As An Entire Behavioural Process

Habit

Mannerism

Appearance

Etiquette

Its not just what you say…but how you say it!

Face to Face

Body Language

55%

Words7%

Tone of Voice38%

Voice Conversation

Tone of Voice86%

Words14%

• In a study of communication at the University of Pennsylvania in 1970 (Kinesics and Communication, R. Birdwhistle), the researchers determined that in communication, 7% of what we communicate is the result of the words that we say, or the content of our communication. 38% of our communication to others is a result of our verbal behaviour, which includes tone of voice, timbre, tempo, and volume. 55% of our communication to others is a result of our nonverbal communication, our body posture, breathing, skin colour and our movement. The match between our verbal and non-verbal communication indicates the level of congruency.

3 V’s

Verbal - Speak & Write

Non Verbal

Voice “ ENERGY ”

All communication methods are important, but our emphasis will be upon the spoken word... since

70 % or all our communication efforts are:

misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!

Spoken Words

Basic Telephone Etiquette

UNTANGLE THE TANGLE

• Differentiate in talking on the telephone & in person

• Improve Voice Quality

• Listen actively

• Paraphrase

• Hold & Mute

• Transfer Calls

• Take Messages

• Exhibit Telephone courtesy

GREET THE CALLER

A greeting should always be the entry point of phone conversation. It indicates

your friendliness and opennessyour willingness to provide quality service

GIVE YOUR NAME

This basic act of courtesy lets the caller know thathe or she has reached the correct person, departmentor company.

“Good Morning, This is <your first name>, How may I help you?”

CALL STRUCTURE (OPENING)

ASK THE CUSTOMER IF YOU CAN HELP

Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs.

It pays to write down the customer’s name anduse it regularly in your conversation.

Answer the call in the Three Rings

Greet the caller

Give your name

Ask the customer if you can help

Remember……

THE BODY OF THE CALL

1. Validate a Customer

2. Hold & Mute Procedure

3. Transfer a call

ACTIVE LISTENING

Give the caller your undivided attention

Actively Listen to the caller for both the content as well as the intent

Avoid “Emotional Leakages”

Avoid distractions

Do one thing at a time

LET ‘EM HEAR YOU LISTENING

Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention

Verbal feedback responses include expressions like, “All Right”, “I

Understand”, “I’m making a note of that right now”

WHAT IS VERBAL FEEDBACK…

How can we improve our listening & facilitation skills?

PARAPHRASINGPARAPHRASING

Restating what another has said

in your own words

SUMMARIZINGSUMMARIZING

Pulling together the main points

of a speaker

QUESTIONINGQUESTIONING

Asking relevant questions to help in better way and

reduce errors

BARRIERS TO CONCENTRATION

External Internal The mind can process information faster than most people talk The mind has a habit of wandering Pre-occupation

PRACTICES TO AVOID

Avoid interrupting the customer. When you interrupt, it shows you do not

care.

Avoid speaking too fast, too slow.

Avoid using Jargon

MESSAGES IN COMMUNICATION

What You Want To Say

What You Really Say

What The Other Person Hears

What The Other Person Thinks Is Heard

What The Other Person Says About What You Said

What You Think The Other Person Said About What You Said

Barriers To Communication

Inattention

Excessive Information

Language

Perception

Fears

Poor Listening Skill

EVERY CALL IS ‘NOTE-WORTHY'

Making notes is recommended. The human memory is not perfect

Written notes give you a record of the customer’s name and messageincluding correct spellingscase reviewsand accurate contact information

• Jotting notes during phone conversations will help you “Actively listen”.

NOTES

PHRASEOLOGY

SOME PROFESSIONAL WORDS

Yes Sir, that’s right Sir

Very well Sir, Certainly Sir

Very well Sir, Certainly Sir

Kindly hold on Sir, Let me check it for

you

Sir.

If the call is for you, Who am I

speaking to please OR Who’s calling

please?

If the call is for another person, Who

shall I say is calling? OR Who shall I say

called?

Let me check and find out.

SOME CASUAL WORDS

Ya

OK

Sure

One Sec

Just a

minute

Who’s

speaking???

I’ve no idea!

HOLD AND MUTE PROCEDURE

WHY IS THIS IS IMPORTANT?

If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.

HOLD - Caller is aware of being on hold & will hear music

MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold

HOLD AND MUTE PROCEDURES

MUTE PROCEDURES

Should only be used if the hold time is less or equal to 30 sec.

For a short query when resource is close at hand.

Clearing your throat, coughing or sneezing.

Ask the customers if you may put them on hold

Because it is an inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold.

Does anybody know I’m here

Have I been forgotten

Why is this taking so long

Should I hang up#*%*#

* Remember you don’t

like to wait either.

PERMISSION TO PUT ON HOLD

WAIT FOR A RESPONSE

“Can you hold---”click is a situation so common thatcustomers might be surprised to see you waiting for aresponse.

The second part of of putting someone on hold is to wait for a positive response from the customer’s side.

As soon as the customer agrees to hold say “Thank You”before clicking the hold button.

TELL THE CUSTOMERS - ‘WHY’’

Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.

GIVE A TIME FRAME

Short (up to 60 seconds) - This will take a few moments

Long (1-3 minutes) - This could take me 2 or 3 minutes to sort out. Would you like to hold or do you want me to call you back?

Eternity (over 3 minutes) - Ask for a number to call him/ her back.

THANK THE CUSTOMER FOR HOLDING

Saying “ Thank You for your patience” is very basic,good and common courtesy.

This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.

TO SUMMARIZE…

Ask the customers if you may put them on hold

Wait for a response

Tell the customers ‘Why’’

Give a time frame

Thank the customer for holding

TRANSFERRING A CALL

Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.

Explain why the call is being transferred

Ask if the customer mindsbeing transferred

Ensure someone is thereto pick up the call before hanging up

Tell the person to whom the call is getting transferred, the customer’sname and purpose of call

EXPLAIN CO-WORKER’S ABSENCE POSITIVELY

Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable.

Likewise your co-workers will not like their private lives discussed with customers.

Use..Jai isn’t available at the moment /Raj just stepped out /Nikita is in a meeting,May I help you?

TELEPHONE COURTESY

Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner.

Use the ASAP technique:

A:-Apologize and Acknowledge the callers feelings

S: Don't Sympathize with the caller.Empathize

A: Accept responsibility

P: Prepare to Help.

HANDLING SWEARERS

Making the caller aware of what he is saying will halt the swearing.

For example “Sir, I can handle your problem, but I am

not able to handle the swearing. I request that you stop.”

Note:- 3 strikes and you are out rule.

ENDING THE CALL

KEY ACTIONS FOR ENDING THE CALL

Repeat any action steps that you and the customer have agreed upon

Ask the caller if you can do anything else for him/her.

Thank the customer for calling and appreciate his effort and time.

Let the caller hang up first.

Write down any relevant information as soon as you get off the phone.

CLOSING THE CALL...Effective phrases for closing

You are welcome Sir/Madam

We appreciate your callingThank You for calling Please call againHave a nice day.

Acknowledge the details with thanks… and a

Thank You