Download - Communication and personality_devlopment
![Page 1: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/1.jpg)
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: [email protected] , [email protected] linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
![Page 2: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/2.jpg)
WHAT IS COMMUNICATION ?
![Page 3: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/3.jpg)
![Page 4: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/4.jpg)
What are the most common ways we communicate?
Visual Images
Body LanguageWritten Word
Spoken Word
![Page 5: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/5.jpg)
Communication As An Entire Behavioural Process
Habit
Mannerism
Appearance
Etiquette
![Page 6: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/6.jpg)
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%
![Page 7: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/7.jpg)
• 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.
![Page 8: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/8.jpg)
3 V’s
Verbal - Speak & Write
Non Verbal
Voice “ ENERGY ”
![Page 9: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/9.jpg)
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
![Page 10: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/10.jpg)
Basic Telephone Etiquette
UNTANGLE THE TANGLE
![Page 11: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/11.jpg)
• Differentiate in talking on the telephone & in person
• Improve Voice Quality
• Listen actively
• Paraphrase
• Hold & Mute
• Transfer Calls
• Take Messages
• Exhibit Telephone courtesy
![Page 12: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/12.jpg)
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
![Page 13: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/13.jpg)
GIVE YOUR NAME
This basic act of courtesy lets the caller know thathe or she has reached the correct person, departmentor company.
![Page 14: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/14.jpg)
“Good Morning, This is <your first name>, How may I help you?”
CALL STRUCTURE (OPENING)
![Page 15: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/15.jpg)
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.
![Page 16: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/16.jpg)
Answer the call in the Three Rings
Greet the caller
Give your name
Ask the customer if you can help
Remember……
![Page 17: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/17.jpg)
THE BODY OF THE CALL
1. Validate a Customer
2. Hold & Mute Procedure
3. Transfer a call
![Page 18: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/18.jpg)
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
![Page 19: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/19.jpg)
LET ‘EM HEAR YOU LISTENING
![Page 20: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/20.jpg)
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…
![Page 21: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/21.jpg)
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
![Page 22: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/22.jpg)
BARRIERS TO CONCENTRATION
External Internal The mind can process information faster than most people talk The mind has a habit of wandering Pre-occupation
![Page 23: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/23.jpg)
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
![Page 24: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/24.jpg)
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
![Page 25: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/25.jpg)
![Page 26: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/26.jpg)
Barriers To Communication
Inattention
Excessive Information
Language
Perception
Fears
Poor Listening Skill
![Page 27: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/27.jpg)
EVERY CALL IS ‘NOTE-WORTHY'
![Page 28: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/28.jpg)
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
![Page 29: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/29.jpg)
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!
![Page 30: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/30.jpg)
![Page 31: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/31.jpg)
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.
![Page 32: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/32.jpg)
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
![Page 33: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/33.jpg)
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.
![Page 34: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/34.jpg)
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
![Page 35: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/35.jpg)
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.
![Page 36: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/36.jpg)
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.
![Page 37: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/37.jpg)
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.
![Page 38: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/38.jpg)
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.
![Page 39: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/39.jpg)
![Page 40: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/40.jpg)
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
![Page 41: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/41.jpg)
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.
![Page 42: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/42.jpg)
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
![Page 43: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/43.jpg)
![Page 44: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/44.jpg)
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?
![Page 45: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/45.jpg)
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.
![Page 46: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/46.jpg)
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.
![Page 47: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/47.jpg)
ENDING THE CALL
![Page 48: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/48.jpg)
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.
![Page 49: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/49.jpg)
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
![Page 50: Communication and personality_devlopment](https://reader035.vdocuments.site/reader035/viewer/2022070316/5554fd27b4c9051a5b8b4803/html5/thumbnails/50.jpg)
Thank You