Welcome to module 3

Effective
Communications

Sue Daly
Introduction

NITB TIC training prospectus: the 8 modules

1. Understanding your customers: 12/13 April
2. Maximise your visitor spend: 8/9 Feb
3. Effective communication skills
4. Communicating online: 8/9 Mar
5. Income generation: 5/6 Apr
6. Managing stakeholders and marketing your TIC:
16/17 Feb
7. Team building skills: 10/11 May
8. Managing difficult customers: 17/18 May
Introduction

Course content module 3

• Introductions
• TIC communications along the Visitor Journey
• Moments of Truth and First impressions
• Verbal, vocal and non-verbal elements
• Clarifying customer needs
• Different communication styles
• Communicating on the telephone
• Written communications
• Communicating assertively
Introduction

Introductions
In pairs or threes, please discuss the following:

1. What have been your positive experiences of TICs?

2. What improvements have you identified?

3. What would you personally like to take away from

today?
Introduction

Objectives

• identify all the opportunities available to create a good

impression on visitors through effective communications

• develop a tool kit of techniques to enhance communication

skills

• apply best practice to communications face-to-face, in writing,

and on the telephone

• communicate assertively to build customer confidence

Introduction

Competency model

Unconscious
Incompetence

Unconscious Conscious
Competence Incompetence

Conscious
Competence
The Northern Ireland Context

The Visitor Journey

1.
LOOKING

7. 2.
REMEMBERING PLANNING

6. 3.
VISITING BOOKING

5. 4.
TRAVELLING PREPARING
Visitor journey - Moments of truth

A Moment of Truth

Any point when a visitor has contact with any

aspect of the organisation, and as a result
forms an impression of the organisation
First impressions

• First impressions are formed within 7 seconds

• ....... and embedded within 30 seconds

Visitor journey - Moments of truth

People may forget what you did for them,

but they will remember how you made
them feel
Communication skills toolkit

What is good communication?

Communication skills toolkit

What are the potential barriers?

A. Face to face
B. Telephone
C. Writing

Consider the following:

• environment
• sender
• receiver
Communication skills toolkit

Elements of Communication

7%
Verbal

55%
Visual

38%
Vocal
Communication skills toolkit

Visual

Facial Hand
expression gestures

Distance Eye
contact

Posture
A cautionary tale

A
stitch in
in time saves nine
Communication skills toolkit

Vocal

Volume Pitch

Emphasis Pace

Pause
Communication skills toolkit

Impact on the Listener?

• You can’t watch TV until you’ve done your homework

• I’m afraid I can’t get that information until next

Wednesday

• You haven’t provided the correct postcode, so I can’t

send you that information
Communication skills toolkit

Verbal – words to avoid

• Don’t
• Can’t
• Have to
• Try
• But
• Only
Communication skills toolkit

Becoming a better listener – being Attentive

• Body language,
especially facial
expressions

• Eye contact

• Non-distracting
environment
Communication skills toolkit

Chinese listening

You

“I give you my ears, my

Eyes
Ear
eyes, my undivided
Undivided
attention
attention and my heart”

Heart
Communication skills toolkit

Becoming a better listener - Encouraging

• Door openers

• Non verbal noises

• Encouragers
– supportive words
– key word repetition
– reflective questions

• Attentive Silence
 Communication skills toolkit

Becoming a better listener – Reflective listening

• Reflecting feelings

• Reflecting content

• Reflecting meaning
(feelings + content)
– ‘You feel … because …’
Reflective Listening

Effects Key points

• Confirms accuracy of • Non-judgemental

understanding • Concise
• In your own words
• Shows interest and • Can reflect more than the
concern actual words
Communication skills toolkit

Reflective listening - example

Reflect Content
‘You can’t find your discount vouchers’

Reflect Feelings
‘You’re worried’

Reflect Meaning
‘You’re worried because you can’t find your discount
vouchers’
Communication skills toolkit

Questioning Skills
• Closed Are you, did she, can I
(Yes/no)

• Open What, How, Tell me about

(probing)

• Direct When, who, which, where

(specific)

• Reflective ‘You were sorry?’

Communication skills toolkit

Listening, questioning, clarifying

Active
listening Probing
phase
Reflecting
back
Clarifying,
summarising your Direct
understanding

Narrowing
down Closed/Direct
towards
conclusion

Outcomes
Action
Communication skills toolkit

Giving good directions

• Map or other visual support if possible
• Short and straightforward
• Speak slowly and clearly
• Familiar terminology
• Easy landmarks
• Information is current (e.g. roadworks, diversions)
• Sat nav – accurate?
• Telephone – can receiver take notes?
 High Assertiveness

Spirited

Tells
Direct

High expressiveness
Low expressiveness

Controls emotions Displays emotions

Asks
Systematic Considerate

Low Assertiveness
Different communication styles

Systematic Style - Strengths

• Presents precisely
• Seeks information
• Speaks efficiently
• Makes decisions based on facts
• Prefers clear guidelines
• Works independently
• Has a well-organized work space
• Excels at problem solving
Different communication styles

Direct Style - Strengths

• Gets to the bottom line

• Speaks forcefully
• Maintains eye contact
• Presents position strongly
• Prefers to be in control
• Tends to be decisive
• Thrives on competition
• Likes to take risks
Different communication styles

Considerate Style - Strengths

• Listens well
• Uses supportive language
• Builds trust
• Values relationships
• Enjoys being part of a team
• Tends to be reliable and steady
• Cares for others
• Is a good counsellor
Different communication styles

Spirited Style - Strengths

• Works at a fast pace

• Generates enthusiasm
• Prefers to be with other people
• Tends to be a good storyteller
• Likes to be persuasive
• Uses motivational speech
• Focuses on the big picture
• Builds strong alliances
Telephone communications

When you are the caller....

What are the things that

irritate you about the
telephone? (or the
person answering it)
Telephone communications

Telephone Etiquette

In your groups, please prepare a list for good practice

in either

A Making telephone calls

or
B Receiving telephone calls
or
C A pre-recorded message
Telephone communications

Importance of verbal and vocal

14% Verbal

86% Vocal
Telephone communications

Voice Power

Please hold the line a

moment, I’ll have a
look for you
Telephone communications

Building Rapport

HUMAN

BUSINESS
Written communication

Rules for written communication - the 7 Cs

1. Clear
2. Concise
3. Complete
4. Correct
5. Courteous
6. Caring
7. Competent
Written communication

Motivational Writing

• Positives not negatives

• Active not passive
• Assertive not aggressive language
• Professional, not pompous
• Write naturally – personal
• Level of the reader
• Read it as if you were the person receiving it
Written communication

Group activity – email communication

Please read through the

given email response,
and in your groups
suggest an improved
version
Written communication

Email communications – key points

• Personalised greeting
• Accurate information
• Go beyond just answering the question -
• Sell the area
• Mention the TIC network
• Offer other information
• Pre-bookable services
• Invite them to the TIC once
they arrive
• Data protection policy
• Out of hours responder - opening hours, contact info
Communicating assertively

Aggressive Behaviour

• Ignoring the needs and

feelings of others –
either by intent or
default

• Taking rights for yourself

that you do not give to
others
Communicating assertively

Passive Behaviour

• Not expressing your

own thoughts, needs
and feelings

• Not allowing yourself

the rights you give to
others
Communicating assertively

Assertiveness

• Expressing what you think, need and feel in

appropriate ways

• Standing up for your own rights but not at the expense

of others

• An adult-adult relationship
Communicating assertively

Assertive communication

In small groups please consider the different elements

of communication:

–Visual
–Vocal
–Verbal

and complete the activity sheet for aggressive,

assertive and passive communication
Conclusion

Action plans

What will you take away

with you from today?
 Thank you

Effective
Communications

Sue Daly