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