Communication Skills Management.pdf

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CommunicationSkillsManagementOctober,2008Training&TechnicalServicesDepartmentSUMMARY
Objective&Methodology
WhatisCommunication?
Verbal&Non-VerbalCommunicationsSkills
TelephoneCommunicationSkills
WrittenCommunicationSkillsBureauVerita

2、sPresentation_Date2OBJECTIVEThisinteractiveworkshopaimstomotivatecustomerservicepersonneltoprovide“serviceexcellencefromtheheart”andmakeitdelightfulforcustomerstodobusinesswithourorganization.COURSEOUTLINETheworkshopwillhelpyoutodevelopthebasicskills

3、youneedtocommunicateprofessionally,gainrespectandenhancecustomerrelationships.Youwillusevariouscommunicationtechniquestosecureanoverallcompetitiveadvantagebyensuringcustomersatisfactionandstrengthenedcustomerloyalty.mETHODOLOGYInteractivelectures,gro

4、updiscussions,roleplaysandquizzes.BureauVeritasPresentation_Date3WhatisCommunication?“Communicationistheprocessofpassingandreceivinginformationfromonepersontoanothertocreateunderstandingandprovideabridgeofmeaningbetweenpeople”BureauVeritasPresentatio

5、n_Date4WhatisCommunication?Expertssaythatcommunicationiscomposedofdifferentmethods:words,voice,toneandnon-verbalclues.Ofthese,somearemoreeffectiveindeliveringamessagethanothers.Accordingtoresearch,inaconversationorverbalexchange:BODYLANGUAGEare55%eff

6、ectiveTONEofVOICEis38%effectiveWORDSare7%effectiveBureauVeritasPresentation_Date5Verbal&Non-VerbalCommunicationSkillsVerbal/Non-VerbalToimproveverbalcommunications,weshouldunderstandthatcommunicationisrarelyperfectorclearinandofitself.Weshouldlearnto

7、listenbetterandspeakmoreclearly.Weshouldalsocheckwhetherourmessageisdeliveredcorrectlyandwhetherwehaveheardamessageclearly.BureauVeritasPresentation_Date7Verbal/Non-VerbalBypracticingyourlisteningskills,youwillalsodevelopbetterspeakingskills.Ifyoulis

8、tentowherepeoplemisinterpretwhatyousay,youwillfindwaystomakeitclearer.Yourfrustrationatbeingmisunderstoodwilldisappearandyouwillassumelessaboutwhatyouhearbecauseyouhaveconfirmeditwiththespeaker.BureauVeritasPresentation_Date8Verbal/Non-VerbalEyeconta