World Class Communication Tips
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Acknowledge the customer’s concern or emotions. if the customer indicates a concern such as “this is so confusing” or “ I am very upset “ always acknowledge their statement. Phrases such as I apologize for…” or “ I would feel the same way” are great ways to relate to the customer
Ensure that u use standard manners in ur
Never be afraid to apologize. Regardless of who is to blame for an issue, apologize for inconvenience, misunderstanding or confusion.
Choose the right words and phrases to send the best message. Always represent Chase in a favorable light
Sound alive and don't mumble or mutter responses.
Acknowledge the customer—you should always respond to the customer's questions. You do not want you customer to think that you were ignoring them.
Speak with clarity.
Be courteous and respectful—greet callers in a friendly manner. Use a friendly tone and appropriate rate of speech.
Be prompt—don't keep customers on hold “forever”
Show empathy—Show a genuine interest in the caller and a desire to assist. Apologize when needed.
Communication... we use it every day, in every interaction. In fact, we are communicating even when we are not consciously interacting with anyone. Effective communication is key to our success in building relationships (personal and professional), our ability to develop and maintain performing team dynamics, and engage customers. Communication is also a skill we can develop and enhance with strategies, willingness and practice. In this article we review and expand on the three components that make up our communication message.
WORDS
WORDS
What we say
7% of our face-to-face message and 18% of our message over the phone
Neutral - we attach meaning (positive or negative) based on our experiences and emotions evoked
WHY THEY
They are the least important of the three in terms of our overall message, however words we use still contribute to our message effectiveness.
WHAT TO CONSIDER WHEN CHOOSING WORDS:
Trigger Words
These are words, which can have a negative meaning associated with them. Use of trigger words can detract from the trust required in effective communication or could turn a potentially challenging situation into an explosive situation (versus win-win). Examples of trigger words: have to, must, don't, won't, not my job, sorry, policy, no, I can't help, you are wrong, it's not my fault. Choose positive words instead, which give the receiver the feeling that there are options - a "what I can do" attitude.
Jargon/Technical
Jargon and technical terms can be meaningless to the receiver, leading to misunderstanding. Often a receiver may not identify he/she doesn't know the meaning, yet may leave the interaction feeling "dumb". Examples of jargon can include acronyms, terms specific to your area, program names, job titles, etc.Recognize if the person you are speaking with will understand your jargon before you choose to use it. If you are unsure yet want to use the jargon, always define it immediately in simple words (never ask the customer "do you know what that means?").
You vs. I
Using the word "you" can make a person feel blame or finger pointing. This is especially true in situations of conflict, complaints or constructive feedback. E.g., "you need to...", "you will have to...", you did...", etc).Use assertive-responsive communication techniques and start with "I", explaining your perception of the situation. From here, you can gain trust and ask the receiver their point of view. E.g., "What I heard you say is...", "I noticed you speaking to your peer when a customer was waiting for service...", "I understand that...", etc.
STRATEGIES TO INCREASE YOUR EFFECTIVENESS:
Do you need to repeat yourself or try different approaches to get your message across? Consider if the reason is because of your words.
If you need to use jargon, ensure the next phrase is a brief explanation of what the jargon means in "layman's terms".
Choose positive, "here's what I can do" words.
Avoid "but".
If you are explaining why a policy needs to be in effect why not explain it in terms of value from the customer's perspective - safety, security, ensuring they secure a spot in the program they are registering in. If you are providing your opinion on someone's idea try using "and" instead of "but". The latter leaves the impression that your idea holds more merit, use of "and" enables you to take the idea one step further. "I would like to help you, but..." can be changed to "I would like to help you and here's what I can do..."
Find ways to increase your vocabulary so you always have a large bank of words in your mind, ready to pull from.
Use clear and simple - avoid too many descriptors, long words, or redundant adjectives.
Use professional - avoid slang such as "yah, huh, nope".
Even though words only make up 7% of your message, you still want to ensure it is effective and contributes to a positive image.
CHALLENGES:
Are you using positive words or trigger words?
How are the words you use contributing or detracting from your overall message?
How might you want to change your message?
Are you being simple, clear, correct and professional?
TONE OF VOICE
WHAT IT IS:
The verbal expression of our words (expresses feelings or emotions).
38% of our face-to-face message and 72% of our message over the phone (the combination of words, tone of voice and body language contribute to our overall communication).
WHY IT IS IMPORTANT:
In face-to-face communication it makes up a significant portion of our message; in phone communication it makes up the bulk of how our communication message is received. Tone of voice can be misinterpreted and takes awareness and practice to improve.
COMPONENTS OF TONE
Pace - how many words spoken per minute.Match the pace of your recipient.
Pitch - how high or deep your voice sounds.
If you are naturally very high pitched, try to relax and soften your voice to deepen your pitch. Some high-pitched voices can be interpreted as excitable or anxious.
Volume - how loud or soft the voice sounds.
Begin quieter to enable you to express words or phrases without having to yell; ensure you can always be heard (annoying if the recipient has to tell you to speak up).
Quirk - a showy expression, a word or term that distracts the listener (e.g., uumh, ah, you know, eh, etc.
Harder to determine personally because it is a mannerism (unconscious habit). Ask for feedback on quirks you may use and actively work to eliminate them.
Inflection - emphasizing words or syllables to enhance meaning.
Find a common sentence you might use and practice inflecting different words in front of someone to determine how the message interpretation changes.
STRATEGIES TO INCREASE YOUR AWARENESS & EFFECTIVENESS:
Simply by thinking about your tone of voice you are increasing your awareness of it (turning the subconscious into conscious).
Record yourself and listen to your tone.
Ask for feedback.
Be aware of the types of responses you are receiving.
Smile - it changes your attitude and your tone of voice (you can hear happy).
Stand or sit tall and upright so your diaphragm projects full air volume.
Avoid resting a phone hand piece between your ear and shoulder - this will change will your tone.
CHALLENGES:
BECOME AWARE OF HOW YOU
BE OPEN TO FEEDBACK FROM OTHERS.
BODY LANGUAGE
WHAT IT IS:
A non-verbal expression of our feelings, thoughts or attitude (conscious or unconscious).
55% of our face-to-face message (i.e., 7% of our communication comes from words, 38% from our tone of voice and the remainder from our body language).
WHY IT IS IMPORTANT:
As 55% of our face-to-face communication is interpreted through body language, the ability to be present and aware of gestures can assist us in ensuring the message we are sending is:
Received and responded to.
Interpreted accurately by the receiver(s).
Matching the words and tone of voice we are using. When there is a mismatch it leads to confusion or frustration - i.e., you are saying positive words in a friendly tone but you are standing with your arms cross, hips turned out and tapping your foot (sending a closed message) or you are using aggressive words in a sarcastic tone and smiling.
Able to turn closed body language from your receiver into open body language, assisting to turn a negative situation into a positive one (concept of mirroring - you are hoping that by using open gestures, your receiver will unconsciously begin to change his or hers as well).
Continually modified if we sense (by reading our receiver's body language) lack of receptivity, understanding, trust, etc.
EXAMPLES OF CLOSED BODY LANGUAGE:
Frowning, brows creased, "angry eyes".
Crossing your legs, folding your arms, turning your body away from your receiver.
Hands crossed in front of you, hands on your hips with hip out.
Leaning or moving away from the recipient.
EXAMPLES OF OPEN BODY LANGUAGE:
Arms relaxed and by your side or expressing themselves (positively).
Facing your recipient squarely (shoulders and hips facing front).
Leaning into your recipient.
Smiling, "expressive eyes".
These examples barely scratch the surface of the many possible gestures. They are intended to begin getting you to think about your body language. CAUTION: body language needs to be taken in context. Example; a person may be sitting with her arms and legs crossed because it is cold or comfortable - identify if she is smiling, if her eyes are engaged, if her shoulders look relaxed or tense, etc. before you judge her message as closed.
STRATEGIES TO INCREASE YOUR AWARENESS:
Simply by thinking about your body language you are increasing your awareness of it (turning the subconscious into conscious).
Use a mirror.
Ask for feedback.
Be aware of the types of responses you are receiving.
CHALLENGES:.
Become aware of what your body is communicating to others, what impact or message are you sending? How might you want to change your message?
Become aware of what others are communicating to you through their body language.
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