Communication Models Session 7-12 PDF

**SESSION 7** C:\\Users\\User\\Pictures\\Screenshots\\Screenshot 2024-10-16 140940.png Speaking in person is by far the most effective method of oral communication. Research by UCLA psychology Professor Emeritus Albert Mehrabian reveals that in a conversation 7 percent of meaning is conveyed throu...

**SESSION 7** C:\\Users\\User\\Pictures\\Screenshots\\Screenshot 2024-10-16 140940.png Speaking in person is by far the most effective method of oral communication. Research by UCLA psychology Professor Emeritus Albert Mehrabian reveals that in a conversation 7 percent of meaning is conveyed through the actual words, 38 percent of how words are said, including tone of voice, and 55 percent of communication occurs through facial expression. This means that when you can see and hear someone, you\'re getting the most from them. Therefore, interpersonal conversation, including multi-person meetings, have a greater chance of yielding understanding than other forms of oral speech. In part, it\'s because the oral communication are enhanced by the non-verbal facial expressions. Effective managers and employees need to know when email and other written and electronic media aren\'t getting the job done. Walking over to someone\'s desk or calling a meeting can very often get people on the same page faster.  **Individual Interaction** - Individual Interaction involves a direct face-to-face relationship between the sender and receiver of a message - It is characterized by a strong feedback component. - Communication is enhanced when the relationship exists over a long period of time. **Group Interaction** - Group Interaction involves three or more persons. - A group consists of a small collection of people who interact with each other, usually face to face, over time in order to reach goals. +-----------------------+-----------------------+-----------------------+ | **Interaction** | **Advantages** | **Disadvantages** | +=======================+=======================+=======================+ | **Individual** | - Can communicate | - May feel they are | | | using their own | being singled | | | styles | out. | | | | | | | - Can be more open | - May not be | | | | comfortable | | | | communicating | | | | with someone in a | | | | higher-level | | | | position | | | | | | | | - Age and gender | | | | challenges | +-----------------------+-----------------------+-----------------------+ | **Group** | - Opportunity to | - Some are less | | | ask questions and | likely than | | | seek | others to | | | clarification | actively listen | | | from each other | communicate in | | | | group sessions | | | - Avoid potential | | | | communication | | | | problems | | +-----------------------+-----------------------+-----------------------+ **12 Effective Listening Techniques** 1\. Eliminate as many external distraction as you can. 2\. Eliminate as many internal distraction as you can. 3\. Come to meetings prepared so that you can actively listen to others. 4\. Take notes if you begin to daydream. 5\. Do not respond only to what the speaker implies. Respond to the total communication: content, intent and non-verbal communication. 6\. Identify the words that trigger your anger and then control your reaction. Try to understand why these words make you instantly angry. 7\. Respond to a speaker without judgement. 8\. Do not prepare your response while someone is talking. 9\. Do not go into a communication situation with your mind already made up. 10\. Negotiate behaviour with yourself. Understand ahead of time what your options may be to certain words or ideas. This is not prejudging, this is preparing. 11\. If you realize you are not listening, physically move forward in your seat. If standing, move toward the speaker if possible. 12\. Do not rely on others to interpret what happened in a meeting or what was said. **SESSION 8** **Nonverbal Communication** -- oral and non-oral messages expressed by other than linguistic means. This rules out not only sign languages but also written words. It includes messages transmitted by vocal means that don't involve language -- sighs, laughs, and other utterances. A nonverbal message is any message that is not written or spoken. The nonverbal message may accompany a verbal message (smiling as you greet a friend), or it may occur alone (selecting the back seat when entering the classroom or a staff meeting). Nonverbal messages are typically more spontaneous than verbal messages, but that does not mean that they are any less important. **Common types of Nonverbal Communication in Business** **1. Body Movement** **Facial Expressions and Eye Contact** By far, the most expressive part of your body is your face -- especially your eyes. Research shows that receivers ten to be quite consistent in their reading of facial expressions. In fact, many of these expressions have the same meaning across different cultures. Eye contact and eye movements tell you a lot about a person, although maintaining eye contact with the person to whom you're speaking is not perceived as important (or even polite) in some cultures. **Keys to Avoid Misinterpretation in Your Facial Expressions and Eye Contact** - Smile! - Maintain professional eye contact - Refrain from using negative expressions **Gestures** Gestures are hand and upper-body movements that add important information to face-to-face interactions. As the game of charades proves, you can communicate quite a bit without using oral or written signals. Gestures can be used to: - Emphasize a point - Illustrate a point - Communicate a desired action **Same signs, Different Meaning** **Ok Sign** France: You're a Zero Japan: Please give me coins Brazil: an obscene gesture Mediterranean countries: an obscene gesture **Thumbs Up** Australia: Up yours Germany: the number one Japan: the number five Saudi Arabia: I'm winning Ghana: an insult Malaysia: the thumb is used to point rather than the finger **Thumbs Down** Most countries: something is wrong or bad  **Thumb and forefinger** Most countries: money France: something is perfect Mediterranean: a vulgar gesture **Open Palm** Greece: an insult dating to ancient times West Africa: You have five fathers, an insult akin to calling someone a bastard **2. Physical Appearance** **To project a professional image:** - Wear smart casual or corporate attire appropriate for the situation - Invest time into staying well groomed - Pay attention to your personal hygiene **3. Voice Qualities** Voice qualities such as volume, speed, pitch, tone, and accent carry both intentional and unintentional messages. For example: when you are nervous, you tend to speak faster and at a higher pitch than normal. People who constantly speak too softly risk being interrupted or ignored, whereas people who constantly speak too loudly are often seen as being pushy or insecure. **Read the following sentences aloud, each time emphasizing the underlined word:** [SENTENCE] [MEANING] --------------------------------------- ------------------------------------------------ [Mary] had a little lamb. Mary, not Tom, had the lamb Mary [had] a little lamb. She had it once, but she does not have it now. Mary had [a] little lamb. She had one, not two Mary had a [little] lamb. The lamb was little, not big Mary had a little [lamb]. It was a lamb, not a dog **4. Time** - Time perception greatly affects our lifestyle, movements, speed of speech, and the amount of time set for listening. - It is also closely linked to a person's social status. - It is very important to remember that various cultures have different perception of time. **5. Touch** Touch is the first sense we develop, acquired even before birth. Some touches, such as those made by a physician during examination, are purely physical; others, such as a handshake, are friendly sign of willingness to communicate; and still others indicate intimacy. Although touching is very important form of business communication, it is one that most people do not know how to use appropriately and effectively. The person who never touches anyone in a business setting may be seen as a cold and standoffish, whereas a person who touches too frequently may cause the receiver to feel apprehensive and uncomfortable. **6. Space and Territory** **Four Distance Zones:** **1. Intimate Zone --** from physical contact to about 18 inches **2. Personal Zone** -- extending from 18 inches to about 4 feet **3. Social Zone** -- from 4 feet to 12 feet **4. Public Zone** -- extends from 12 feet to as far as the eye can see and the ear can hear **Business Etiquette** It is the practice of polite and appropriate behaviour in the business setting. **Meeting and Greeting** - Handshake: offer entire hand, web-to-web, shake lightly and release. - Know whom to introduce first - Junior to senior - Fellow worker to client - It is helpful to include the person's title - Always state your name - Offer business cards as appropriate **Lunch/Dinner Meeting** Dining tips: - The guest wait until the host unfolds the napkin and places it in the lap before doing the same. - To signal the waiter that you're ready to order, close your menu and lay it on the table. - If you leave the table during the meal, leave your napkin on your chair. - When using silverware, start from the outside. - Don't put your elbows on the table while eating. - Place the knife across the edge of the plate, with the cutting edge towards you, when it is not being used. - Spoon soup away from you. - The person who issues the invitation is expected to pay the bill. - Send a thank-you note immediately after the meal. **Giving Gifts** Before giving gifts at work... **1. Motive** **2. Relationship** **3. Money** **Gift Giving between Colleagues** **Guideline:** - Stay within the peso limit - What are the person's hobbies? - Do not be tempted to gag gifts. - Wrap the gift - Do not be late with your gift. **Giving Gifts to Your Boss** - Check HR Policies - Do your research - Appropriate gifts -- calendars, organizers, pen sets, food baskets, stationery, tea, coffee, etc. **Dressing Appropriately** Tips: 1\. Always adhere to the dress code established by the office. 2\. When unsure, opt for business dress rather than casual apparel. 3\. Maintain a clean, well-groomed appearance 4\. A work wardrobe doesn't have to be expensive 5\. A professional approach to casual Fridays **SESSION 9** **One-on-one Session** - Is an individual meeting between you and your supervisor - It is confidential, two-way and held away from the grind of daily work - It is not staff review and is intended to be more informal - A one on one meeting should be highly focused. Try not to exceed 60 minutes - A well-structured one on one meeting effectively addresses two critical types of needs: personal and organizational needs **Team Meeting** - The purpose of a team meeting should be for communication and motivation. - The meeting is the key element that holds a team together. **Always keep in mind:** 1\. Invite only the essential employees to the meeting 2\. Have an agenda for every meeting 3\. Begin and end the meeting on time 4\. Assign a note taker for the meeting 5\. Follow up after the meeting with written tasks for each attendee **Focus Group Discussion** Purpose - Gather background information - Diagnose problems - Stimulate new ideas or identify new relationships - Generate hypotheses - Evaluate programs - Interpret quantitative results Characteristics - Listen and gather information - Selected Participants -- just anyone doesn't do - Environment is safe and supportive - Gather perceptions and points of view **SESSION 10** **Variables in Telephone Interaction** **1. Active Listening** Is a communication technique that requires the listener to feed back what they hear to the speaker, by the way of re-stating or paraphrasing what they have heard in their own words. You can also probe by asking clarifying questions in case something isn't clear. **Paraphrasing --** restating in your words the message you thought the speaker had just sent, without adding anything new. **Probing** -- is asking relevant and effective questions to find answers to a problem. **Two ways of Asking Probing Questions** **1. Close Ended Questions** \- answerable by yes or no **2. Open Ended Questions** \- needs elaboration \- Oftentimes used to gather additional information \- usually starts with HOW, WHY, and WHAT? **2. Telephone Etiquette** **Telephone** -- an instrument for reproducing sounds at a distance; specifically: one in which sound is converted into electrical impulses for transmission (as by wire or radio waves) **Etiquette** -- is defined as conduct or procedure required by good breeding or prescribed by authority to be observed in social or official life. **Telephone Etiquette** -- refers to a set of rules that apply when people make calls to others or when they are receiving a phone call. **Basic Telephone Etiquette** 1\. Speak clearly. 2\. Address the caller properly by his title and last name. 3\. Do not use slang words or poor language. 4\. Remember the 3-second rule. 5\. Use verbal nods to avoid dead air. 6\. Identifying yourself properly by providing your name, company name, and contact telephone number. 7\. Use your normal tone of voice when answering a call. 8\. Do not eat or drink while you are on telephone duty. 9\. Be patient and helpful. **3. Profiling the Other Party** **Acknowledgement --** is the ultimate need of all callers. They are calling about a concern or issue because it bothers them. **Different Forms of Acknowledgement** 1\. Paraphrasing 2\. Empathy 3\. Sincere Apology **3 general Types of Callers** 1\. Happy/Cooperative 2\. Frustrated/Disappointed 3\. Irate **Profile** **Acknowledgement** ------------------------- --------------------- Happy/Cooperative Paraphrasing Frustrated/Disappointed Empathy Irate Sincere Apology **4. Achieving the Desired Outcome of the Call** - Set proper expectations - Educate the caller - Avoid using jargon - Ensure that you and the caller are on the same page - Remember to verify the fix **SESSION 11** **Typical Phone Call Flow** **Using Call Flow** **Opening Spiel** → **Acknowledgement** → **Probe** → **Provide** → **Solutions** → **Recap (Optional)** → **Closing Spiel** **The Avaya Phone** **1. Hold Button --** is used to place the customer on hold. This is oftentimes used when the representative needs to buy time to attend to urgent matters (researching for more information, call another department, verify account information etc.) **2. Mute --** used for unnecessary noise **3. Trunkline Button --** used to open a line **4. Transfer Button --** used to connect the caller to another department **5. Conference Button --** used for 3-way conversations **Call Procedures: Placing the caller on Hold** 1\. Provide a reason for the hold. 2\. Give a warning before the hold. 3\. 2-3 minutes maximum hold time. 4\. Before getting back from the hold, call the customer's name and thank them for their patience in waiting. **2 Types of Transfers** **1. Cold Transfer --** Office slang for an incoming phone call transferred without notice or explanation from the transferring party. **2.** Warm Transfer -- an announced call; passing along the name of the caller to the other party and making introductions along with summarizing the purpose of the call before transferring him over. **SESSION 12** **Call Techniques: After Sales/Customer Service Calls** **Tips to Provide the Caller with Excellent Customer Service:** **P --** Personalize the call **A --** Acknowledge needs appropriately **R --** Respond rapidly to a request **M --** Meet your commitments **P --** Provide alternatives **S --** Seal the call with goodwill **Call Techniques: Sales Calls** **Tips to Provide the Caller with excellent Service:** 1\. Create a need 2\. Focus on the benefits more than the features 3\. Stay with the client in the present 4\. Believe and empathize with the prospect's pressing concerns 5\. Partner with your customer.