Enhanced Skills for Calls
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Questions and Answers

What is an effective way to build rapport during difficult conversations?

  • Avoiding empathy
  • Personalizing the conversation (correct)
  • Being nonchalant
  • Speaking formally at all times

    • Establishing common ground is important for building trust in a working relationship.

    True

    Why is it important to understand your position when attempting to solve problems?

    Knowing your strengths and resources helps in effectively addressing issues.

    When attempting to create a connection, it is essential to be __________.

    <p>authentic</p> Signup and view all the answers

    Which of the following represents a mutual goal in a working relationship?

    <p>Finding a more communicative client</p> Signup and view all the answers

    Match the phrases with their respective intents:

    <p>I understand how let down you’ve been. = Empathy I’m going to do what it takes to change things. = Commitment to resolve It’s freezing here today! = Common ground I wish I was going to your office! = Humor</p> Signup and view all the answers

    A successful assertive approach includes prioritizing your needs only.

    <p>False</p> Signup and view all the answers

    What is a benefit of personalizing conversations in a professional context?

    <p>It helps create stronger relationships and more engaging interactions.</p> Signup and view all the answers

    What is an example of the principle of reciprocity?

    <p>Giving a client a short list of VAs and $75 to trial one</p> Signup and view all the answers

    The principle of authority suggests that people are less likely to trust individuals with expert knowledge.

    <p>False</p> Signup and view all the answers

    Define the principle of liking in terms of influence.

    <p>People are more receptive to recommendations from those they like.</p> Signup and view all the answers

    To apply the principle of __________, one should offer something of value before making a request.

    <p>reciprocity</p> Signup and view all the answers

    Match the principles of influence with their associated actions.

    <p>Reciprocity = Offer something of value Authority = Provide expert advice Liking = Build rapport through personal connection</p> Signup and view all the answers

    What is a significant percentage of information we remember from conversations?

    <p>25%-50%</p> Signup and view all the answers

    Which principle is exemplified by social media influencers recommending products?

    <p>Liking</p> Signup and view all the answers

    Active listening involves planning your response while the other person is speaking.

    <p>False</p> Signup and view all the answers

    People are more likely to trust a doctor when feeling unwell due to the principle of liking.

    <p>False</p> Signup and view all the answers

    What is the importance of similarity in the principle of liking?

    <p>Common interests and values enhance trust and connection.</p> Signup and view all the answers

    Name the five areas of focus to build confidence on the phone.

    <p>Clear and concise communication, building rapport, being assertive, increasing our influence, enhancing our empathy.</p> Signup and view all the answers

    Speaking in positives involves focusing on what can be done and emphasising solutions and __________.

    <p>benefits</p> Signup and view all the answers

    Match the communication techniques with their descriptions:

    <p>Active Listening = Restating or paraphrasing what has been said Speaking in Positives = Framing communication constructively Building Rapport = Creating a connection with clients Being Assertive = Expressing thoughts confidently and clearly</p> Signup and view all the answers

    What should you do first to engage in active listening?

    <p>Give your full attention</p> Signup and view all the answers

    It's important to validate the emotions of others during a conversation.

    <p>True</p> Signup and view all the answers

    What do you emphasize when speaking in positives?

    <p>Solutions and benefits</p> Signup and view all the answers

    In active listening, asking __________ questions helps to clear misunderstandings.

    <p>clarifying</p> Signup and view all the answers

    Match the response with its positive framing:

    <p>That's not possible = Let's work together to find a solution I don't know = That's a great question That's against our terms = We do have terms in place for fairness No, that's not a good idea = What are your thoughts on this alternative?</p> Signup and view all the answers

    What is cognitive empathy primarily focused on?

    <p>Understanding another person's emotions</p> Signup and view all the answers

    Emotional empathy helps in conflict resolution and negotiation.

    <p>False</p> Signup and view all the answers

    What skill can we develop to enhance our empathetic abilities?

    <p>Active listening</p> Signup and view all the answers

    Cognitive empathy allows us to provide appropriate __________ to others.

    <p>solutions</p> Signup and view all the answers

    Match each empathetic response to its description:

    <p>Reflective Response = Expresses understanding of feelings Personalized Response = Acknowledges shared experiences Sincere Apology = Shows commitment to improvement Express Understanding = Recognizes frustration and seeks a solution</p> Signup and view all the answers

    Which of the following is NOT a characteristic of emotional empathy?

    <p>Objective analysis of emotions</p> Signup and view all the answers

    Empathy is considered a skill that can be developed.

    <p>True</p> Signup and view all the answers

    What should be stated before every call according to effective communication principles?

    <p>Purpose</p> Signup and view all the answers

    High levels of emotional empathy can lead to __________ overwhelm.

    <p>emotional</p> Signup and view all the answers

    Which step is NOT part of preparing for a call?

    <p>Ignore the roadblocks</p> Signup and view all the answers

    What is the primary purpose of using 'I' statements during a conversation?

    <p>To clarify needs and avoid ambiguity</p> Signup and view all the answers

    Being assertive involves being passive and avoiding direct requests.

    <p>False</p> Signup and view all the answers

    What should you outline before a call?

    <p>the agenda</p> Signup and view all the answers

    In handling unreasonable requests, one should always clarify they _____ the request.

    <p>understand</p> Signup and view all the answers

    What is the primary focus when someone is ranting or venting?

    <p>Understanding their concerns step by step.</p> Signup and view all the answers

    Match the assertive practices with their descriptions:

    <p>Clarifying understanding = Ensures all parties are on the same page Setting expectations = Defines what can realistically be done Asking for alternatives = Explores other options if a request cannot be met Using direct language = Reduces ambiguity in communication</p> Signup and view all the answers

    Influence and manipulation always have the same intentions.

    <p>False</p> Signup and view all the answers

    What principle encourages a positive return for a positive action in relationships?

    <p>Principle of Reciprocity</p> Signup and view all the answers

    What should you manage during the call?

    <p>Objections and roadblocks</p> Signup and view all the answers

    The principle that makes people more _____ is known as the principle of Authority.

    <p>agreeable</p> Signup and view all the answers

    It is advisable to replace open-ended questions with definite requests during conversations.

    <p>True</p> Signup and view all the answers

    Match the core principles of influence with their descriptions:

    <p>Reciprocity = Mutual exchange and cooperation Authority = Makes people more agreeable Liking = Encourages people to make decisions willingly</p> Signup and view all the answers

    What should you do if you’re unable to fulfill a request?

    <p>Ask for alternatives</p> Signup and view all the answers

    Which of the following is a benefit of using influence?

    <p>Reducing the number of angry phone calls.</p> Signup and view all the answers

    When practicing influence, having sincere intentions is crucial.

    <p>True</p> Signup and view all the answers

    What should you focus on when redirecting a conversation during a rant?

    <p>Finding a solution</p> Signup and view all the answers

    Study Notes

    Enhanced Skills for Calls

    • The session covers enhanced skills for calls with clients or assistants.

    Learning Objectives

    • Participants will learn steps to successfully prepare for and carry out a call.
    • Participants will understand core principles of influence and how they apply to their role.
    • Participants will recognize their value and feel more confident when making calls.

    Building Confidence on the Phone

    • The session will focus on five key areas:
      • Clear and concise communication
      • Building rapport
      • Being assertive
      • Increasing influence
      • Enhancing empathy

    Clear and Concise Communication

    • Active listening techniques are crucial

      • Focus on hearing and understanding the other person's perspective, rather than simply waiting to respond.
      • Listening attentively to words, tone, and body language.
      • Active listening leads to more meaningful and productive conversations.

    • Additional aspects of clear and concise communication:

      • Be attentive to the speaker
      • Don't plan your response while they are speaking
      • Don't interrupt
      • Reflect the speaker's points
      • Ask clarifying questions
      • Avoid misunderstandings

    Speaking in Positives

    • Frame your communication constructively, focusing on solutions and benefits.
    • Rephrase negative statements to positive ones.
      • Example: Instead of "Sorry, that's not possible" say "Let's work together to find a solution."
    • Examples of positive phrasing:
      • "I don't know": "That's a great question. Let me find out the answer for you—give me 24 hours."
      • "We're not able to do that": "Let me see what I can do to help you. I'll do my best to find a solution that gets close to that."
      • Positively address difficult situations: Address the issue with a positive mindset and ask how it can be fixed

    Building Rapport

    • Human connection is key for building rapport.

    • How does it help?

      • Develops meaningful and memorable experiences
      • Creates stronger relationships
      • Builds confidence in future difficult situations

    • Personalize the conversation

    • Be authentic

    • Research who you're talking to

      • Learn about the other person's history or current situation to prepare for difficult calls.

    Common Ground

    • Find common ground during calls.
    • Examples of common ground:
      • Personal experiences
      • Shared values
      • Humor
      • Mutual goals

    Being Assertive

    • Participants will learn techniques needed for assertiveness in communication.

    • Understanding your position:

      • Who knows the most about Time etc?
      • Who handles these situations most often?
      • Who has experience solving these sorts of problems?
      • Who has access to all of Time etc.'s internal resources?

    • Being "in it together"

      • The speaker and the client should be working together to find a solution.
      • Example of building confidence - "I'll take you through it..."

    Taking Control (Before and During)

    • Taking Control:
      • Before the call:
        • Decide on the outcome
        • Consider roadblocks
        • Structure the call
      • During the call:
        • State your purpose
        • Outline your agenda
        • Get agreement
        • Steer conversation
        • Manage objections

    Being Assertive in Practice

    • Use "I" statements
      • Take ownership and avoid defensiveness.
    • State needs clearly
    • Avoid ambiguity
    • Provide direction
    • Replace open-ended questions
    • Address unreasonable requests and respond assertively.

    Being Assertive in Practice (Specific Scenarios)

    • Dealing with surprise or uncertainty
      • Pause before responding
      • Repeat back the speaker's points
      • Clearly state your transparent intentions
      • Example response to surprise: "I'll find out the answer for you, give me 24 hours to find out."

    Influence and Manipulation

    • The difference between influence and manipulation
      • Influence involves positive and mutual benefit-seeking behaviours
      • Manipulation intends to benefit only one individual.

    Core Principles of Influence

    • Liking: People respond well to people they like and know.
    • Authority: People respond to experts.
    • Reciprocity: If someone does something positive for you, you reciprocate positively.

    Empathy

    • Defined as understanding another person's feelings.
      • Types of Empathy:
        • Cognitive Empathy: Understanding others' emotions without feeling them yourself
        • Emotional Empathy: Sharing in another person's emotional experience.
    • Importance of Empathy in Calls:
      • Showing empathy improves communication between the speaker and the call recipient
      • Empathy is a skill learned and practiced
      • Practical examples of empathy in response:
        • "I hear that you're feeling frustrated.."
        • "I'm really sorry..."
        • "I agree that punctuality is vital..."

    How to Close a Call

    • Closing Calls:
      • Positive Calls: Summarize what happened during the call and highlight the positive outcomes.
      • Express gratitude
      • Emotional Calls: Acknowledge the caller's feelings
      • Long Calls: Acknowledge the time and reiterate how to make the conversation efficient
      • Positive calls: thank participants, summarize, and set clear next steps
      • Summary of calls is crucial in maintaining clear communication.

    Your Mindset Remember...

    • Recognize your value
    • Provide advice, guidance, and solutions
    • Don't relinquish your control
    • You have the answers

    Revisiting Learning Objectives

    • Recall steps: preparing and carrying out calls
    • Understand influence principles
    • Recognise value for confident calls.

    How to Close Calls

    • Use of positive language and empathy for successful closing calls.
    • Summary of calls is critical.

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    Related Documents

    Enhanced Skills for Calls PDF

    Description

    This session focuses on enhancing skills for effective communication during calls with clients or assistants. Participants will learn to prepare for calls and apply core principles of influence while building confidence. Key areas covered include clear communication, rapport building, assertiveness, influence, and empathy.

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