Tele Caller

Communication and Soft Skills

Module Objective By the end of the module, you will be able to:Understand importance of effective communicationDescribe different methods of communicationPractice effective listening skills at work and life Use different types of communicationUse effective telephone handling methods

Customer OrientationOur greatest asset is the customer! Treat each customer as if they are the only one!

Laurice Leitao

Communication

Activity: Collect Autographs

Activity autograph collection

Material required: Pen and paper Ask the participants to collect autograph from all participants in the room. One who gets maximum autographs will be the winner.then discuss what all they noticed while collecting autographs From their derive the need for effective communication

What is Communication? Communication is the process whereby information is imparted by a sender to a receiver via a medium.

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The Communication Process

Message

Feed backCONSTANT FEEDBACK ENSURES EFFECTIVE COMMUNICATION

Faculty needs to elaborate on CONSTANT FEEDBACK ENSURES EFFECTIVE COMMUNICATION

Communication Communication is effective when it gets the desired action or response

Steps of Communication:

Composing messages

Sending messages

Receiving messages

Forms Of CommunicationBasic forms of Communication

Non Verbal

Verbal

Spoken

Written

Non Verbal Communication

Definition: Non verbal communication refers to gestures

It Includes : Body motion (movements of hands, eyes)AppearanceCharacteristics of voice Use of space and distancing (between sender and receiver)

Facial Expressions

Postures

Gestures or hand movement

Tone of Voice

Non Verbal Communication Comprises Of

Importance of Non verbal CommunicationRemember actions speak louder than wordsTo understand peoples attitudes better - listen to Non Verbal Clues

Activity: Identity

ABCDEF

Divide group in teams And ask them to identify following faces on the basis of their expressions about their emotions and why teams think they are showing the following emotions

A= HappyB= angryC= Indifferent( defensive)D= Blank E=AngryF= sadHave a open discussion

Verbal CommunicationVerbal messages are the expression of thoughts in spoken or written words

Video

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Video: SholeyVerbal communication can not be effective if you just rattle out words without pauses

Key Characteristics of a Message

Keep

It

Short

Simple

Clear and concise information leads to effective communication

KISS

Probe: Now that we know the problems in composing a message, can you tell us the points to be kept in mind while making a message 3Derive: The message should be Short and Simple

Components of Verbal Communication

Speaking

Listening

Questioning

Feedback

So can we say that following are the components of verbal communication

Chinese Whisper

Conduct Chinese whisper to derive importance and barriers to listening

Give a complicated sentence to one student and ask he should whisper the same sentence to the other student sitting next to him.So on so forth till the sentences reaches the last student of the class.Then ask each student (one by one) to speak out the sentence loudly.

Indicate deviation in the formation of sentence.Ask what could be the reasons and discuss importance of careful listening

What Is Listening? Difference between hearing and Listening:

Hearing + understanding = Listening

Listening Skills

Listening is the ability to accurately receive and interpret messages in the communication process

Principles of ListeningStop TalkingPrepare Yourself to ListenPut the Speaker at EaseRemove DistractionsEmpathiesBe PatientAvoid Personal PrejudiceListen to the ToneWait and Watch for Non-Verbal Communication

Characteristics of a Good ListenerUnderstandingPatientAttentiveResponsiveHonest

Takes interestLogicalOpenCaringGives respect

Discuss each characteristic with the students

To Become a Good ListenerBe patient Maintain eye contact (When interacting face to face)Listen for feelings as well as meaningsClarify with questionsBe interested in the speaker and show itNote non-verbal behavior Don't interrupt the speakerRead between the lines Try to use non-verbal clues (nodding , saying Hmm etc.)

Verbal clues

Barriers To ListeningBoredom

Noise in the surroundings

Pre-Conceived Ideas

Preoccupied mind

The Urge to Speak and Respond

THE CALL

Call StructureGreetingNew Information OpeningRecap and Purpose DiscussionDealing with ObjectionsDealing with the price objectionDiscussion Phase TacticsSummary and Close

Guidelines to be followed in making Collection CallBe proactiveBe preparedTake careful notesDont jump to conclusionsBe nice, but in controlDont be manipulated and avoid confrontationCurtail anger or harassmentGive optionsFinalize thingsKeep communication open

Tele Handling SkillsTelephone Responsibility The Greeting Telephone Etiquette Scheduling Appointments Placing Callers on Hold Transferring Calls Leaving and Taking Messages Handling the Unhappy Caller Handling Tough Questions Personal Calls

How to ThankPicking the Right TimeThanking Someone in PersonThanking Someone in Writing

How to ApologizeDetermine what went wrongTake full responsibilityChoose the right time to apologizeWrite your apology down (optional)Start off with what went wrongSay sorry.Make amendsEnd with gratitudeRequest forgiveness

How to Agree and DisagreeStating an opinionAsking for an opinionExpressing agreementExpressing disagreement

English Language

Parts of a sentenceTheparts of the sentenceare a set of terms for describing how people construct sentences from smaller pieces. The five main parts of a sentence are:

Converting Simple SentencesInterrogative sentenceThe cow eats grass.Does the cow eat grass

Negative SentenceShe works. (Affirmative)Shedoes notwork. (Negative)

SENTENSE CONSTRUCTION

Alphabet and Sounds of English

Vowels and ConsonantsOut of total 26 alphabet5 are vowels & 21 are consonants

PARTS OF SPEECH

Nouns

Person Place Thing

Person

A noun can name a person by name:

A noun can name a kind of a person:

SallyteacherRAMMrs. KAPOORmansister

Place

A noun can name a place:

A noun can name a kind of place:INDIADELHIRUSSIAclassroomparkhome

Thing

A noun can name a thing

A noun can name a kind of thing:PlayStationJANUARYjump ropeBALLt-shirt

Pronouns

I,Me,Mine You,Your,Yours He,Him,His

AdjectivesThe tallprofessorThe lugubriouslieutenantA solidcommitmentA month'spayA six-year-oldchildThe unhappiest, richestman

AdverbsAverb(He droveslowly. How did he drive?)

Anadjective(He drove averyfast car. How fast was his car?)

Another adverb (She movedquiteslow

Verbs show action or state of being.Examples: go, isAn action verb expresses a physical or mental action. Example: He paints. We thought about it.

Verb Patterns

An action verb is a word that names an action

It may contain more than one word

Notice the following action verbs

ACTIONVERBS

An action verb can express physical actions, such as writing and running, or mental activities such as thinking and honoring.

ACTIONVERBSPhysicalwriteblocktacklecatchchargeMentalrememberhonorpreferexcelregarded

Common Linking Verbsbe becomegrowseem turnappear tastelook feelsmell soundMany of these linking verbs can also be used as action verbs.Chandra turned thirteen. (Linking Verb)The car turned the corner. (Action Verb)

A preposition is a part of speech that shows a relationship between two things.

Location (on, under, in)

Timing (before, after, during)

Direction (from, toward, to)

Prepositions

51Rule-Eg Strategy (Deductive)

Prepositions

The mouse is on the table.

Two things: mouse + tableRelationship: one is on the other

On is a preposition!

Prepositions

The mouse is under the table.

Two things: mouse + tableRelationship: one is under the other

Under is a preposition!

Prepositions Here is a list of the most common prepositions:aboardalongbehindbut (except)fromoffpastuntilaboutamidbelowbyinonsinceupaboveamongbeneathdowninsideontothroughuponacrossaroundbesideduringintoouttowithafteratbetweenexceptnearoutsidetowardwithinagainstbeforebeyondforofoverunderwithout

Test Your KnowledgeWhich word is a preposition?

The girl by the door is my sister.girlbydoormy

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Test Your KnowledgeIdentify the prepositional phrase.I sat with my mom.I sat withwith mywith my mom

TENSES

SimpleProgressivePresentPast.FuturePresentPerfectPastPerfectFuturePerfect

The English TensesI learn EnglishI am learning English

I have been learning . . .I will have learned . . .

I learned . I will learn . . .I will be learning . . .I have learned . . .

I was learning . . .I had learned . . .I had been learning . . .I will have been learning

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SimpleProgressivePresentI learn EnglishI am learning EnglishPastI learned . . .I was learning . . .FutureI will learn . . .I will be learning . . .PresentPerfectI have learned . . .I have been learning . . .PastPerfectI had learned . . .I had been learning . . .FuturePerfectI will have learned . . .I will have been learning

events in timeexperience

statement of fact / informationdescription of action / activity / movement

The Present This is when an event is actually happening.I am walking across to buy some sweets from the shop.I am shouting to my brother in the playground.I am running down the lane with the dog.

The PastThis is when an event has already happened.I walked across to buy some sweets from the shop.I shouted to my brother in the playground.I ran down the lane with the dog.

The FutureThis is when an event has not taken place yet.

I will walk across to buy some sweets from the shop.I will shout to my brother in the playground.I will run down the lane with the dog.

LIFE COPING SKILLS

Meaning of Coping SkillsCoping skills are those skills that we use to offset disadvantages in day to day life. Coping skills can be positive or negative.

Specific Coping StrategiesHumorSeeking supportProblem-solvingRelaxationPhysical recreationAdjusting expectationsDenial.Self-blameVenting

Coping MechanismCoping mechanisms are learned patterns of behaviour that we have adopted to enable us to cope with the emotions that are triggered by lifes experiences.Defense mechanismAction basedEmotion basedHarmfulTypes of coping mechanisms

SELF ESTEEM

Meaning of Self EsteemSelf-esteemis a term used inpsychologyto reflect aperson's overall emotional evaluation of his or her own worth.It is a judgment of oneself as well as an attitude toward the self.

Characteristics of a Self Confident Person

Factors Influencing Self Esteem

Importance of high Self EsteemYou believe you are worthy of happinessit builds self confidence.Allows to act independentlyGives the clarity to recognize your qualities.You can take new challenges easily.

Advantage of High Self EsteemYou can be yourselfYou accept disagreementYou acceptnew challengesYou do not fear uncertaintyYou do not need approvalIts ok to not know everythingYou are more committedYou do not feel the need to be perfect

Steps to Raise Self EsteemMake the most of yourself.Take Risks.Be Optimistic.Turn negatives into positives.Avoid being judgmental.Seek enrichingrelationships.Forgive yourself.

POSITIVE THINKING

Meaning of Positive ThinkingPositive thinkingisamentalattitude in which youexpectgood and favorable results.Positive thinkingisthe process of creatingthoughtsthat create and transformenergy intoreality.

BenefitsofpositivethinkingReducesdaily stressYou get a betterhealth AstrongconfidenceLive alonger life Live ahappierlifeYou willhavemore friendsBetter management ofimportant decisions

Power of Positive ThinkingCentering PowerBeliefIntegrityFocusDriving PowerConfidenceCourageDeterminationUplifting PowerEnthusiasmOptimismHolding PowerPatienceCalmness

Models of Positive thinkingBreaking BarriersThinking aheadThe Positive Principle

MOTIVATION AND SELF ACTUALIZATION

Meaning of MotivationMotivation is an inner drive to behave or act in a certain manner. These inner conditions such as wishes, desires and goals, activate to move in a particular direction in behavior.

Importance OF MotivationProductive use of resourcesIncreased efficiency and outputAchievement of goalsDevelopment of friendly relationshipsStability in workforce

Internal motivationExternal motivationInternal motivation refers to motivation that is driven by an interest or enjoyment in the task itself,.External motivation refers to the performance of an activity in order to attain an outcome, whether or not that activity is also intrinsically motivated.

Stages of Motivation to De- MotivationMotivated IneffectiveMotivated EffectiveDemotivated EffectiveDemotivated Ineffective

De-Motivating FactorsLack of AppreciationToo much WorkLack of Clarity in WorkFavoritismMistrustMiscommunication or gap in communication

PROBLEM SOLVING

Meaning of Problem SolvingTheprocessofworkingthrough details of aproblemtoreachasolution.Problem solving may include mathematical orsystematicoperationsand can be agaugeof anindividual'scritical thinkingskills.

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Ways to Solve ProblemUse logic to arrive at a conclusionDefine the problemDevelop a planImplement the planEvaluate the results

Principles of Problem SolvingUnderstand the problemDevise a planCarry out the planReview/extend

DECISION MAKING

Meaning of Decision MakingThe thoughtprocessof selecting alogicalchoicefrom the availableoptions is known as Decision making.

When trying to make a gooddecision, apersonmustweightthe positives and negatives of each option, and consider all the alternatives.

Decision making process

Factors in Decision MakingPast ExperiencesIndividual DifferencesBelief in Personal RelevanceEscalation of Commitment

TEAM WORK

What is Team?A team is a group of people who works together for achieving the same goals.

Example: Cricket teams of different countries, where each team plays with the common goal of victory of their respective team.

Importance of Team Building

Team RolesTrustRecognitionManagers perceptionResolve their conflicts

Review and Report Writing

ReviewA review is a systematic way of determining:

The value/worth of a task or action It is related to other tasks It tries to make a systematic comparison between different jobs Assess their relative worth for the purpose of establishing a rational pay structure

Benefits of review

Links pay with the requirements of the jobOffers a systematic procedure for determining the relative worth of jobsProvides ranks on the basis of rational criteriaAssess skill, education, experience, responsibilities etc.It points out possibilities of more appropriate use of skilled people in an organization Allocation of higher roles for more deserving candidates

ReportA report can be defined as a testimonial or account of some activity/incident.

It is purely based on observation and analysis

A report gives an explanation of any circumstance

Report gives clarity on time and work ratio

Helps in documenting every activity performed

Stages of a Report

The following stages are involved in writing a report:

Planning your workCollecting your informationOrganizing and structuring your informationWriting the first draftChecking and re-draftingSubmission

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