day two quality customer carei

Download Day Two Quality Customer Carei

Post on 12-Nov-2014

462 views

Category:

Documents

0 download

Embed Size (px)

DESCRIPTION

 

TRANSCRIPT

  • 1. COMMUNICATION AND INTERPERSONAL SKILLS
  • 2.
    • Take no customer for granted. Let them know how important they are.
    • - Achieving Excellence through customer
    • service
  • 3. COMMUNICATION AND INTERPERSONAL SKILLS
    • DEFINITION OF COMMUNICATION
    • Communication is defined as passing of
    • information and understanding from one
    • person to another.
    • It is the means whereby people in an organization
    • exchange information regarding the operations of the
    • organization.
  • 4. IN MANAGEMENT YOU COMMUNICATE TO
    • Get things done
    • Pass on and obtain information
    • Reach decisions
    • Achieve joint understanding
    • Develop relationship
  • 5. BARRIERS TO EFFECTIVE COMMUNICATION
    • Language: The choice of words or language in which a sender encodes a message will influence the quality of communication
    • Defensiveness, distorted perceptions, guilt,
    • project, transference, distortions from the past
    • Misreading of body language, tone and other
    • non-verbal forms of communication
    • Noisy transmissions (unreliable messages,
    • inconsistency)
  • 6.
    • Receiver distortion : selective hearing, ignoring non-verbal cues
    • Power struggles
    • Self- fulfilling assumptions
    • Manager hesitation to be candid
    • Assumptions e.g. assuming others see situation same as you, has feeling as you
    • Distrusted source, erroneous translation, value judgment,state of mind of two people
  • 7.
    • Perceptual biases : people tend to stimuli in the environment in very different ways. We each have shortcuts that we use to organize data
    • Interpersonal Relationships : How we perceive communication is affected by the past experience with the individual
    • Cultural Differences : Effective communication requires deciphering the basic values, motives, aspirations, and assumptions that operate across geographical lines
  • 8. STRATEGIES FOR EFFECTIVE COMMUNICATION
    • Be respectful and professional
    • Listen intently to the other person
    • Try to understand the other persons viewpoint
    • Acknowledge the other persons thoughts and feelings
    • Be Cooperative
    • Look for shared concerns
  • 9.
    • State your feelings
    • Dont take things personally
    • Learn to say, I was wrong.
    • Do not feel pressured to agree instantly
    • Think about possible solution before meeting
  • 10. THE LANGUAGE OF POSITIVE COMMUNICATION
    • Use peoples Names - People appreciate your repeated use of their name.
    • Show respect for others Make sure that you match the name to the right face
    • Positive relationships start with fellow workers Create a positive environment by giving positive feedback to your fellow workers
  • 11.
    • Being prompt and efficient really counts Recognize other people time is valuable
    • People appreciate explanations Giving a person an honest, straight-forward explanation of a difficulty is quality service
    • Say Thank You! and Smile
    • Voice Tone - Use pleasant , jovial tone of voice
  • 12. HOW BODY LANGUAGE CONVEYS ONES ATTITUDE
    • Slouching it is read by other people as a sign of boredom, of not caring about what theyre really saying
    • Arms closed over the chest indicates a closed mind, one that isnt open to information
    • Making eye contact while talking shows trust and honesty
    • Smile a smile is a powerful form of body language that is powerful
  • 13. Exercise
    • What can you do to improve the first impressions you make on others?
    • What communication skills would you like to improve upon?
    • In which situations do you find yourself communicating in a negative manner?
  • 14. TEAM BUILDING
  • 15.
    • A chain is only as strong as its weakest link.
    • -Achieving Excellence through customer service.
  • 16. TEAM BUILDING AND IMPROVING INTERPERSONAL SKILLS
    • WHAT IS A TEAM?
    • It is a group of people working together
    • towards a common goal.
  • 17. WHAT IS TEAM BUILDING?
    • It is enabling the group to realize its objectives.
    • It is the interaction among members of work teams to learn how each other think and works.
    • TEAM WORK - is about individuals working together to accomplish more than they could alone- and then sharing the rewards
  • 18. STAGES OF TEAM BUILDING
    • Identify the team
    • Clarify team goals
    • Identify the issues which inhibit the team from reaching their goals
    • Address those issues, remove the inhibitors and enable the goals to be achieved.
  • 19. BENEFITS OF TEAMS
    • They help people cope more effectively with change
    • They enable work and effort to be divided
    • They generate more possible solutions to problems
    • They minimize mistakes, as members can spot and correct each others errors
    • They can increase motivation
  • 20. Benefits of Teams contd
    • Increased organizational productivity and creativity.
    • Greater involvement, commitment, loyalty
    • Better use of diverse talents, knowledge, and experience
    • Improved decision-making in future
  • 21. DETERMINANTS OF TEAM EFFECTIVENESS
    • Common goal focus
    • Length and stability of membership
    • Dependence of members on the team
    • Size of the team to assure close interaction
    • Ability and willingness to fight outside threat (e.g. competition)
    • Charisma
  • 22. Three Types of Challenges
    • 1. Work Priority Conflict
    • 2. Co-Worker Conflict
    • 3. Systems and Procedures Conflict
  • 23. Handling Challenges
    • 1. Do not take it personally
    • 2 . Listen with interest
    • 3. Empathize
    • 4. Ask questions to clarify
    • 5. Apologize
    • 6. Offer alternatives
    • 7. Take steps to solve the problem
    • 8. Thank the guest
    • 9. Follow through to ensure satisfaction
    • 10. Celebrate your success
  • 24. Challenging Situations
    • Do not take the problem personally
    • but
    • take personal responsibility
    • for solving the problem!
  • 25. Listening
    • By Listening:
    • You are better equipped to hear what the actual problem is
    • You are better able to solve the problem
  • 26. Empathy
    • By Empathizing You Show:
    • You care
    • You understand
    • You really want to help
  • 27. Thank the Guest
    • Thanking the guest
    • shows that you are dedicated
    • to making things right
    • so that the guest has a pleasant stay and returns in the future.
  • 28. Follow Through to Completion
    • Ensure that the
    • problem is resolved
    • and the customer
    • is happy and satisfied
  • 29.