WHAT IS SOFT SKILLS: Soft skills refer to a cluster of personality traits, social graces, facility with language, friendliness and optimism that mark people to a varying degree. Soft skills compliment hard skills which are the technical requirements of a job.
Why do I have to learn this?
SOFT SKILLS ALLOWS YOU TO: Customer Focus Able to communicate by speech Able to communicate in writing Able to analyze, prioritize, evaluate.
TOPICS WE WILL COVER UNDER SOFT SKILLS ARE : Effective communication skills Telephone Etiquette
COMMUNICATION SKILLS Communication skill is the ability to use language and express information. It is the transmission of ideas from the sender to the receiver through various channels. Effective communication skills are a critical element in your career and personal lives.
OBJECTIVES : 1. Understand communication and the communication process 2. List and overcome the fillers and barriers 3. Active Listening 4. Tips to improve verbal and non verbal communication
WHAT IS COMMUNICATION :
COMMUNICATION PROCESS:
COMMON WAYS TO COMMUNICATE : 1. Spoken word 2. Written word 3. Non Verbal 4. Listened Word
COMMUNICATION COMPONENTS 1. Verbal Message The words we choose 2. Para verbal Message How we say the words 3. Non verbal Message Our body language These 3 components are used to : A. Send clear concise message B. Receive and correctly understand the messages sent.
SENDING MESSAGES : EFFECTIVE VERBAL MESSAGES ARE : A. Brief, succinct and organized. B. Free of jargons. C. Do not create resistance in the listener.
SENDING MESSAGES : EFFECTIVE NONVERBAL MESSAGES ARE: A. Primary way we communicate emotions. B. Facial expressions. C. Postures and gestures.
SENDING MESSAGES : EFFECTIVE PARAVERBAL MESSAGES : Refers to the message that we transmit through the tone, pitch and pacing of our voices. e.g I didn t SAY you were boring I didn t say YOU were boring I didn t say you were BORING
HEARING VS LISTENING:
VALUE OF ACTIVE LISTENING : 1. Listening carefully allows you to get it right the first time. 2. Good listening reflects courtesy and good manners. 3. Improves your competency and performance.
BARRIERS TO COMMUNICATION : Negative forces may affect the effectiveness of communication by acting upon any or all of the basic elements of communication process.
MAIN BARRIERS ARE : 1. Noise 2. Language Differences 3. Poor Listening skills 4. Distractions & inattentiveness 5. Time pressure 6. Lack Of Interest
Noise :
Language Differences :
Poor Listening skills :
Distractions & Inattentiveness :
Time pressure :
Lack of Interest :
WHAT MAKES A GOOD COMMUNICATOR :
EFFECTIVE COMMUNICATION : Is two way. Involves active listening. Reflects the accountability of speaker and listener. Utilizes feedback. Free of stress. Is clear.
COMMUNICATION DO S : Think before you speak. Use simple words and phrases. Speak clearly and audibly. Knowledge of the subject. Paraphrase/ Reconfirm to check understanding
COMMUNICATION DO S : In case of interruption always do a recap. Pay undivided attention to the speaker. Make notes of important points. Ask for clarifications. Use names.
COMMUNICATION DON T S : Don t instantly react and speak in anger Do not use technical terms Do not speak too fast or too slow Do not assume Do not interrupt the speaker Do not jump to conclusion
HOW TO IMPROVE COMMUNICATION: 1. Improve language. 2. Improve pronunciation. 3. Voice modulation. 4. Read more. 5. Listen more. 6. Smile genuinely.
TELEPHONE ETIQUETTE Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call.
OBJECTIVE : 1. Presenting a professional image. 2. Speaking Style. 3. Usage Of Tone. 4. Usage of Language. 5. Do s and Don ts. 6. Acceptable and Unacceptable Phrases
WHY IS PHONE ETIQUETTE IMPORTANT? When answering the phone YOU become the face of the company. How YOU answer a call from start to finish will leave a good, bad or neutral taste for the customer. Have you ever spoken to someone who sounded nice? And spoken to someone who you DISLIKED without ever meeting in person just by hearing them speak? When a voice is unfriendly or uncooperative, it can offend and intimidate.
CHARACTERISTICS NOTICED THROUGH THE PHONE : 1. Attentiveness 2. Friendliness 3. Sincerity 4.Good Listener 5. Smile 6. Articulate 7. Helpfulness 8. Confidence 9. Rate of Speech 10. Greeting
PHONE CALL IMPRESSION : The person on call forms a mental PICTURE of you. P Pitch I - Inflection C - Courtesy T - Tone U - Understanding R - Rate E - Enunciation
TONE Vs WORDS : Your voice makes an immediate impression that portray you as : Friendly or Distant Confident or Timid Spontaneous or Mechanical Relaxed or Nervous Helpful or Unhelpful YOUR VOICE IS YOUR PERSONALITY ON THE TELEPHONE
TONE Vs WORDS :
PHONE ETIQUETTE DO s : 1. Smile when you answer the phone- callers can hear you smile. 2. Be Upbeat. 3. Answer the call promptly- by second ring. 4. Speak clearly. Keep voice moderated and low. 5. Use professional language 6. Attitude matters, Courtesy counts, Tone tells all. 7. Never use swear words
PHONE ETIQUETTE DO s : 8. Use basic courtesy phrases- May I help you, Thank you, Sorry, You re welcome. 9. Ask permission before putting on hold. 10. Use customers name with salutation. 11. Go easy on the word YOU especially when the caller is angry.
PHONE ETIQUETTE DONT s : 1. Do not interrupt the customer. 2. Give the caller your full attention- don t sound distracted, bored on the call. 3. Avoid sneezing, laughing, chewing gum, eating, drinking, singing on the call- these sounds are magnified while on the phone. 4. Do not start a sentence with NO/Nahi ho sakta. 5. Don t use phrases like- That s not my job, that s not my responsibility,- these are unprofessional.
PHONE ETIQUETTE DONT s : 6. Do not use abusive/ slang language on the call. 7. Never snap back or act rude to a caller.
HANDLING ANGRY COMPLAINERS : 1. Never make an angry caller wait online for more than a few minutes to speak to a supervisor. 2. Listen to the complaint, investigate and act to resolve the issue. 3. Avoid interrupting until the entire complaint has been stated. 4. If the caller is angry pause before you respond, then respond politely. 5. Do not allow yourself to get angry, it defeats the purpose.
HANDLING ANGRY COMPLAINERS : 6. Empathize- express regret for the situation. e.g I am sorry for the inconvenience 7. Find a way to agree with their circumstances. e.g I understand what you are going through. I d be upset too if that happened to me. 8. Sympathize
UNACCEPTABLE PHRASES : 1. You will have to wait 2. Yeah 3. I don t know 4. NO, we cant 5. Not my job
ACCEPTABLE PHRASES : 1. Thank you, I will check/ I will see. 2. Yes, Maa m/ Sir. 3. One moment please, I will find out. 4. Yes. 5. I will try and help you
HAPPY CALLING