Communication And Interaction

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Customer Services # 6 Main theme: Personality as a selling tool • To help a participant to improve his/her selling skills and understanding of interaction in customer contacts • To help a participant to evaluate him/herself in customer contacts to improve his/her performance

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Communication And Interaction 1. INTERNAL COMMUNICATION, IN-COMPANY COMMUNICATION  personal communication and communication media  tasks for internal communication  media for internal communication 2. BODY LANGUAGE AND META TALK 3. OBSTACLES AND INTERRUPTION OF COMMUNICATON  internal communication and motivation  recognizing stress 4. NEGOTIATION SKILLS  skills needed for a good negotiator  exercise: communication during a negotiation  basic behavior 5. ACTIVE LISTENING

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Tasks for Communication • SUPPORTATIVE FUNCTION • operative instructions for work • initiating into work and work community • INFORMATION FUNCTION external and internal information • PROFILING FUNCTION for product and for company • INTERACTION between people inside organization and between interest groups

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Structure of Powerful Communication

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IN ORDERING:  Positive and negative evaluations  Expectations for goals and behavior  Rewards and threats IN PARTICIPATING:  Opening phase: wishes and fears  Giving a participating opportunity  Active listening IN SPIRIT CREATION  Showing enthusiasm  Describing the future  Creating identification IN ARGUMENTING:  Active arguments in discussion  Proposals with questions  Giving reasons for, proofs

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Description of Own Competence and Empowerment powerful feelings SPIRIT CREATING future

control GIVING ORDERS speed

open minded PARTICIPATION thorough acting

mind and logic ARGUMENTING on the basis of facts CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved

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Body language and selling process ATTITUDE

ACTION

SINCERITY

Take him/her with, encourage and make a trial suggestion for a decision

DEFENCING

Clarify the reason, earlier experiences, open up your mind

ESTIMATING

Clarify what concerns, listen to the customer

UNCONFIDENCING

Make customer relaxing, listen to him/her, ask for suggestions

READYNESS

Make a trial suggestion for a decision

NEED FOR ENCOURAGING

Encourage the customer and show confidence

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... Body Language...

BORED

Wake him/her up, ask for his/her main interests in the topic

APPROVING

Make a trial suggestion for decision

EXPECTIVE

Ask if you have been understood correctly, make a trial suggestion for a decision

INTERESTED

Underline the positive aspects, make a trial suggestion for decision

INDIFFERENT

Motivate, make questions, ask for suggestions

SUSPECTIVE

Clarify the reason, goals and conditions for collaboration

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... Body Language...

RESPECTIVE

ASK OPINIONS, MAKE A TRIAL FOR A DECISION

WILLING TO COLLABORATE

MAKE SUGGESTIONS WITH QUESTIONS AND A TRIAL FOR A DECISION

SELFCONFIDENT ASK FOR SUGGESTION AND OPINIONS NERVOUS

OPEN UP YOUR MIND, MAKE HIM/HER RELAX

FRUSTRATED

OPEN QUESTIONS, ASK FOR SUGGESTIONS, LISTEN TO HER/HIM

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Obstacles & Interruption for Communication

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ATTITUDES GENEARLISATIONS INTERRUPTING TALKING TOO MUCH REREFFING TO EARLIER MISTAKES ONGOING ARGUMENTING SILENCE

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believes, rumors, earlier experiences

generalizating critics hinders positive problem solving  .. is a sign of a lack of valuing thoughts of the other party 

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.. hinders positive interaction which reflects to the environment as well destroys an opportunity to develop a positive atmosphere

the other party or both parties loose which doesn’t increase positive atmosphere

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is a message of lack of valuing

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Emotions and Facts Messing up emotions and facts is a very common reason to harm communication

“It’s too hot in here”

“I feel to hot”

- AN ASSUMPTION, NOT A FACT -

A FACT

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Success of Internal Communication Internal communication has been successful when employees want to do a good work and when they are satisfied with their working place.

To reach that goal a company has to create atmosphere where employees feel that • they are able to do high quality performances • their job motivates them • they are satisfied with the behavior of their foremen Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved

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“I’m capable to qualified performances because : 1. I monitor my own job 2. I work in a good team 3. I´m well informed 4. I progress with my job 5. I’m a professional 6. I understand the economical significance of my work 7. I work in the right company”

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My job motivates me because:

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8. I’m valued as a human being 9. I have a challenging work 10. I’m interested in my job 11. I can learn new things in my work 12. Working life and free time are in harmony 13. I’m paid enough 14. We have high moral in my working community.

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My foremen act well because:

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15. I know why my job is important 16. I know why our work is valued high 17. I’m trusted by my foremen 18. My performance is valued 19. Our work has its past, this moment and the future 20. The management of our company work sensible towards common goals 21. I can feel the good spirit of our company CopyrightŠ PHMC GPE LLC 2001-2011 sqq All rights reserved

Alarms of Stress at the work place

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1. Frustrations, many mistakes 2. Quality of the work suffers 3. Difficulties to see priorities 4. Employees come late to meetings 5. Too much work - you don’t know where to start…

6. Fights with colleagues 7. Difficulties to find time for holidays 8. You think about your work every time 9. You don’t want to discuss your problems 10. Difficulties to concentrate

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How To Control Stress and Future Accept changes and think about opportunities

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Do the routines and concentrate on important things

Follow the development of relevant to your work

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Observe reactions and think about trends

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Discuss your ideas and develop them

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Skills Needed to Become A Good Negotiator

PRESENT AND AIM AT YOUR GOALS POSITIVELY

WHEN COMMUNICATE, DO IT IN A WAY IT SUPPORTS YOUR AIMS

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