Managing conflicts requires that we can use all of its resources. Especially your communication skills. The reality is that we all have a lot of communication skills, but they do not always use them efficiently, and surely we do not take advantage of the opportunity to improve them as often as we need.
We refer to two people:
Consciously : when we carefully choose our words, our moves and behaviors.
Understanding : when we are ignorantly sent conscious messages. They often have the most impact on people and feel uncomfortable.
Ability to Listen :
Two aspects of communication: receiving and sending messages, meaning a two-way phenomenon.
Do you think you are a good student? Consider the following questions:
o Have a tendency to interrupt or end the opinions of others?
o Do you find yourself having patience or concentration lost?
If so, you have to work on your listening skills. Or:
o Are you focusing on someone else communicating with you?
o Do you make comments, give good feedback and prove that you are paying full attention?
The people you listen to by nodding and asking are a good way to prove that they are serious about them and are interested in what they say.
Listening Skills :
Listening is, however, a difficult task for most people. It requires us to:
o Disturb All Disturbing Factors
o Take Care – Use Your Ears with Ears and Ears!
o Keep your mind open and do not judge
o Stay calm, do not rise to any bait
o Keep all personal prejudice,
o Listen to it all
What can not be said – read between rows.
In most difficult situations, most people choose their words cautiously, avoiding:
o Inflammatory language, eg. "It is impossible, no one else complained that"
o Criticism, eg. "You should have contacted … dept"
o Swearing, eg. **?
o No sensitive language, eg. "Not designed to be more than XXX pounds"
o Negativity, eg. is not possible – can not do this
o Survivor, eg "Must Return …"
Nonverbal Language  Incorrect words can cause pain, or they can cripple others, but this is not the most effective form of communication, and experts say the breakdown is as follows:
Language : Used words etc. 7%
Sound : Tonality, pitch 38%
: Gestures, facial expression, etc. 55%
This is especially true for emotion-related communication. It is aware that people say things like what they say. Body Language :
Body language is understandable for most people today, inadequate facial expressions, posture , sharp move they can cause much worse situation.
Brief reminder. If you want to keep your customers happy, avoid the following:
o Attach the Limits – folded behind folded arms, glow, folders or table
o Aggressive gestures – fingernail, 19659002 o If you are bored or annoyed – sighing, watch the clock
Relax, use an open gesture; good but not excessive eye contact. Even if you're talking on the phone, these gestures can communicate through your voice. Be Careful
Staying Positive :
Why is the positive style of communication useful?
o Helping everyone to calm down, including themselves
o Thinking, Observing, and Objectively Residing in Action by Controlling Action
o Helps prevent the deterioration of the situation that only the customer complains about you are struggling to counteract aggression – you are struggling with a calm and verified person
o You continue to work professionally, regardless of how you feel about the situation and the client, it's important to note that you are an ambassador.
One of the biggest drawbacks of the phone when trying to solve a phone complaint with an angry client is strong reliance on language and sound. The phone is a sensitive device and people are involved in sighs and irritation. They also know that they will eat, drink or smoke or not. But they do not see your face and we have no idea whether they are taking them seriously. You can do the following:
o Smile in the phone – friendly and take care of you
o Give a lot of verbal feedback to let them know you are listening; Not good nodding if you do not have a videophone!
o Paraphragmatize and summarize to fully understand.
o Press the silent button when someone has to talk to the office, no one likes to hear.
o Try to create the atmosphere of trust and honesty – you must know that you are not just saying something to get rid of them, you have to work for you.
Whether you're sending a letter, e-mail, or even a text message to your phone, attention to detail is indispensable.
You never know who will get written communication. It can always be used as evidence, so it must be clear, concise and correct .
About the presentation is about volumes and will show you a long way to represent your company. Spelling, syntax and positioning of words are counted.
Most importantly, do the rule to respond as quickly as possible . Customers react quickly; at least for their problem, even if a solution takes a while. The days of silence, even weeks, only disappoint them!
Successful organizations welcome complaints because it usually means that customers want to reach, they do not want to go elsewhere. Often, our efficiency in affirmative, honest and honest handling of complaints really reinforces our relationship with the customer.
At the end of the day, customers expect us to deliver "five rights":
right to the right to the right to the right .
Not too much to ask? In return, we can expect their loyalty and repetitive business, but we must always look for the right to do business.
Copyright © 2006 Jonathan Farrington. All rights reserved
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