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  • Communication Skills

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    Bhavya87
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    The document discusses the importance of communication skills, especially listening skills, for building positive relationships with customers and vendors. It states that tone of voice and confidence account for 85% of verbal communication, conveying attitude, while word content accounts for 15%. Good listening skills allow a person to accomplish more in less time by keeping conversations on track and making others feel respected. The document also provides tips for effective communication, such as varying speech rate and tone according to the emotional needs of the listener, being clear and concise, and avoiding distractions or interruptions.

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    The document discusses the importance of communication skills, especially listening skills, for building positive relationships with customers and vendors. It states that tone of voice and confidence account for 85% of verbal communication, conveying attitude, while word content accounts for 15%. Good listening skills allow a person to accomplish more in less time by keeping conversations on track and making others feel respected. The document also provides tips for effective communication, such as varying speech rate and tone according to the emotional needs of the listener, being clear and concise, and avoiding distractions or interruptions.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    2 views12 pages

    Communication Skills

    Uploaded by

    Bhavya87
    The document discusses the importance of communication skills, especially listening skills, for building positive relationships with customers and vendors. It states that tone of voice and confidence account for 85% of verbal communication, conveying attitude, while word content accounts for 15%. Good listening skills allow a person to accomplish more in less time by keeping conversations on track and making others feel respected. The document also provides tips for effective communication, such as varying speech rate and tone according to the emotional needs of the listener, being clear and concise, and avoiding distractions or interruptions.

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    © All Rights Reserved
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    of 12

    By Pratibha & Dipaswini

    We rely only on Communication



    It creates an image about you and the company as
    well

    Excellent communication can build positive and long
    lasting relationship with the Customers or Vendor

    Body language, gesture and facial expression
    doesnt play a vital role

    Tone of Voice and Confidence plays 85% - attitude
    how you address the Vendor/Customer

    Word Content plays 15% - the way the message is
    put across to the caller with a proper accent

    Activity
    Listening skills plays an important role in
    Communication

    A good listener can accomplish more in a shorter
    period of time

    The conversation stays on track and even more
    valuable Customer/Vendor feels respected

    Good Listeners are Good Leaders
    Faster rate of speech indicates anger or impatience

    Slower rate of speech indicates fatigue and
    disinterest

    These indication might be misleading

    The average rate of speech should be 125-150
    words per minute

    85% of verbal communication happens through our tone
    (attitude)

    Energy portrays the Service Attitude

    Confidence portrays the Care for our Customer

    Person may be frustrated, irritated or intimidated
    (Persons emotional state)

    Our tone should vary as per the Customers / Vendors
    emotional needs too
    Be clear and concise

    Do not repeat the sentences more than twice
    (repeat it if required)

    Proper sentence formation with correct tense and
    grammar (makes you more confident)

    Activity

    Dont get distracted

    Dont interrupt the speaker

    Dont finish the sentences of speaker

    Dont assume before the speaker finishes
    Many of us think Communication Skills means
    just speaking

    We think about formulating sentences well, using
    eloquent words or being succinct or funny, but we
    never think about neutralizing our Accent

    Those who do realize it are probably the Best
    Communicators
    Thank You

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