BSBCCO203A CONDUCT CUSTOMER CONTACT:

INTERPERSONAL & COMMUNICATION SKILLS

1OF 3 CORE UNITS BSB20211 CERT II OF CUSTOMER CONTACT

“Communicate with Real Understanding & Effectiveness”

Interpersonal & Communication Skills

The benefits of rapport building, listening and using clear, simple and easy to understand language

At the end of this session you should be able to:

Meet agreed standards of contact through use & understanding of differing communication skills.

Build Your Communication SkillsWhy?

Give Clear Directions

Understanding

Take Action

Accountability

Lost in Translation - What’s going on in there? Conscious 4% Unconscious 96 %

Everyone has 2 million bytes of information per second coming through all sensory channels: our 5 senses: seeing, hearing, feeling, tasting and smelling.

It takes the information and chunks it down• DDG’s it – • Filtering through “what’s

important to you” Your values, memories, attitudes, beliefs and makes it into an internal representation (a picture) made up of a picture, sounds, feelings, smells, tastes and words you say to yourself.

What is Communication?

Words

Tonality

Body Language55% 38%

7%

RapportDefinition: when two or more people feel that they are in sync or on the same wavelength because they feel similar or relate well to each other.

Why?Get on with anyone anytimeMinimise miscommunicationResolve conflictWin friends and influence people

The Power of Rapport Building

Rapport = Trust = Responsiveness Have you ever met someone and felt a connection with them? You felt at ease with them. You may not even know what it was, but something made you

trust them. That feeling of ease and establishment of trust is rapport.  Body language is a very important part of the process.

Match their tone of voice and the pace at which they are speaking for starters.

Simply reflect small instances of their body language and aspects of their speech patterns to send signals to their subconscious that you are like them.

Don’t be obvious. Subtlety is the key. 

Listen EffectivelyFor the most part, angry or dissatisfied customers (and

upset friends) simply want someone to listen to their problems.

We can think three times faster than we can listen and that's why most people find it difficult to listen effectively.

We all know people who are good talkers, but we'd rather spend time with good listeners.

A fascinating conversationalist is a person who listens intently whilst the other is speaking.

Good listeners make better first impressions than good talkers. 40% of people who see a doctor do so because they want

someone to listen to them, not because they're ill.

Use 'active listening'Listening is more than hearing! `Active listening' is a way of encouraging others to keep talking and to be sure you understand what they are saying to you.

To use 'active listening' you can simply paraphrase what a person says and feed it back to them, starting with the word 'you'.

Here's an example:Mark: "My company has 1200 staff, so it's really tough to get ahead."Melissa: "You're feeling really frustrated." (active listening) If you're not sure that you've heard someone accurately, add the

words, 'Am I right?' to the end.For example:Melissa: "You want others to be honest with you.

Am I right?"

Inception - Active Listening (Trailer) http://youtu.be/MkyD2Zh3dx4

Active listening allows others to talk because you are not giving opinions

or being criticalIt also means that you are not wondering what to say next! Use Minimal EncouragersWhen the other person is speaking, encourage them to keep talking by using these Minimal Encouragers: I see... Uh, huh...Really? Tell me more...Keep eye contact with the personMeet their gaze for the same length of time that they meet yours. Mirroring a person's gaze creates rapport.

 Body Language: Lean towards the person as you listenWe lean away from people we don't like or who bore us. Lean forward — show you're interested. Don't interrupt the speaker; stick to the pointLet them finish what they're saying.

Voice Matching Tone

Timbre

Tempo

Volume

Intonation Patterns:Tonality

In the English LanguageThe arrows indicate the direction of tone of voice used in the progress and then ending tone of the sentence.

Question

Statement

Command

Command Tonality

Statement or QuestionBringing the tone of your voice down at the end of the question or statement adds impact.

Please have the final outline to me by Thursday lunchtime?

Would like to make our appointment for Thursday or Friday morning?

Commanding PhrasesTag question“You are doing well with learning all of this, AREN’T YOU?”

“It is important that we all communicate clearly with one another, ISN’T IT?

Alternate Choice“Would it more convenient for you to see me on Tuesday morning or Wednesday afternoon?”

“Do you want to start to work on the proposal before or after you make the phone call to James?

Representational Systems

Who’s Listening?

Visual

40%

Auditory

20%

Kinesthetic

40%

Auditory

Digital

Visual

Dress smartlyVery neatColour CoordinatedHas to look goodLove Brand names

Fast talkingSit/stand uprightWalk quickly

Visual

Auditory

Will use the phone to contact you.Tilt head to the side when listening to you

Fast to moderate talkingMelodic voice

Auditory

Kinesthetic

Comfortable shoesComfortable clothingNot aware/not important if there are holes or dirt on their clothing

Very slow talkingPauses in the speechNeed to be comfortable – enjoy moving their body

Kinesthetic

Auditory DigitalClothing is practicalGreys – beige colours

Monotone voiceRather slowAlways email – with bullet points

Auditory

Digital

Effective Email CommunicationHi...,It was great to see you while I was in Sydney. You had better send me some information so I can get a picture of what you do - so I can keep my eye open for any opportunities for you. Look forward to seeing you again.

Hey ...!Great to hear from you. It sounds like you have been working hard lately. I can’t wait to talk soon to hear more about what you’ve been doing!

Hi. . . If you just received an chopped off e-mail I apologise( big fingers pressing wrong keys). I'll keep you posted on theresults. Stay in touch!

Hello...., Attached is an Excel spread sheet for Strategic Spending Planning .... You will need to calculate for yourself, i.e. the categories and the sums. You may also want to keep all your receipts for how much you are spending in EVERYTHING, .... which means DETAILS (I know, details, but it is worth it -). Once you act on it I’m sure it will make sense to you.

The Power of Positive Language

Negative Positive

ConfusingDifficult

Sorry about the waitNo ProblemNo Worries

TryLet me tell you

Not very clearNot easy

Thanks for your patienceThat’s fine

My Pleasure!Do your best

What do you think?

Literal vs. InferentialCommunication

Literal

•They will be very clear and direct about what they need•“Please do this by...”

Inferential

•They will imply what they need •“It would be great it you could...”

Conflict Management

Identify the interpersonal signs, stages and causes of conflict

Identify within your own workplace context the opportunities for using conflict management skills

Identify strategies for managing and resolving conflict

Negotiate to achieve agreed outcome demonstrating conflict management skills

How to Handle a Challenging Situation

The Agreement Frame

1. Listen fully to what they have to say (ask “What else”)2. “I appreciate your point of view”

“I hear what you’re saying”“I respect your point of view”

3. “AND”4. “At (the company), we have a policy of....”

Voice Tonality

SMILE!!!!!!

Learning Pathway Topic: BSBCCO203A Conduct Customer Contact: Interpersonal & Communication Skills

Date: 21/11/2013Name of facilitator: Su PilkingtonName of learner:

Tick your response in the appropriate box

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the pathway met my expectations        

the pathway has met my learning needs        

an appropriate amount of material was covered        

Facilitator        

demonstrated thorough skills and knowledge        

was able to address my questions        

was well prepared and organised        

encouraged participation        

Learning Materials        

assisted my learning        

were at an appropriate level for my learning        

Learner satisfaction        

I enjoyed the work-based learning pathway        

My knowledge and skill levels increased as a result of this pathway        

I received appropriate support with the pathway        

I was pleased with the overall quality of the training provided        

Work-based Learning Pathway Feedback Form(completed by the learner)

Further comments:

Learner achievement of the learning outcome:

 

Effectiveness of learning activities to support achievement of the learning outcome, including training sessions and workplace practice: 

Effectiveness of the facilitation relationship to support achievement of the learning outcome, including feedback from the learner: 

Effectiveness of monitoring OHS to keep everyone healthy and safe: 

Self-evaluation and reflection on my performance as a facilitator: 

Recommendations for improvement to future work-based learning pathways and/or my own performance as a facilitator, if required: 

Learner:Name ………………………………………………………………………………………Facilitator:Name ………………………………….……… Signature ……………………………..Date ………………..

Work-based Learning Pathway Review Report(completed by the facilitator)