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Building relationships

Creating rapport with callers:

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Managing problems:

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Questions:

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Use a constructive tone of voiceBe positiveShow interestUse open questionsUse key wordsFind out their needsBe positive, not defensiveListenTurn negatives into positivesUse open questions

The golden rules of telephoning

Do:

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Smile when you dial or answer
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Address the person by name
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Tell them your name
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Match your voice to theirs
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If they speak slowly, do so yourself
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Make encouraging sounds to show that you are listening (‘yes’, ‘mmm’ etc.)
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Look for key words
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Ask brief questions to clarify their needs
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Close on a positive note
Don’t:

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Argue
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Eat, smoke or sigh
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Talk to anyone else whilst dealing with the caller
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Promise things you cannot deliver

Communication and listening skills

Effective communication: verbal, vocal or visual?

Verbal 7%

Vocal 38%

Visual 55%

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Total 100%

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One of America's foremost experts in personal communication conducted

research on the relationships between the only three elements that are

communicated each time we speak. He measured the difference between the

credibility of the verbal, vocal and visual elements of our messages.

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the voice that carries those words.

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and your body.

This research found that the degree of inconsistency between these elements

was the factor that determines credibility.

The verbal is the message itself – the words that you say.The vocal element is your voice – the intonation, projection and resonance ofThe visual element is what people see – basically what they see of your face

Be clear and specific about what you want.If you are not sure that people understand you, ask them to summarise yourObserve response to your message. What people are thinking is not alwaysIf there is background noise, speak loudly or move to a quieter area.To keep people's attention, modulate your voice.Speaking louder or softer, quicker or slower increases interest in what youMaintain eye contact with those to whom you are talking. Bear in mind theirPay attention; avoid interruptions; don't hold two conversations at the sameTo communicate an important point, raise your voice slightly or speakBegin conversations positively. If there is potential for conflict, start off withAvoid using 'but' to join sentences. 'But' puts people on the defensive. UseUse 'I' messages. Using 'you' makes people defensive.

How to make verbal communication more effective

Communication is the number one problem in schools and colleges.

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message in their own words.

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expressed verbally. Read people's thoughts by watching their facial

expressions, hand and foot gestures. Look at their eyes for signs of

confusion, disagreement, disbelief, resistance or understanding.

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Reinforce verbal communication, especially in noisy areas, with gestures.

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say. Pause before and after a key point.

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cultural background: in some cultures, excessive eye contact is a sign of

disrespect.

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time.

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deliberately. Let your body language reflect the importance of what you are

saying by leaning forward, opening your eyes wider, and using appropriate

hand gestures.

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something on which you both agree to set a positive atmosphere.

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'and' to join sentences.

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