2603225

CONTACT CENTER
AND BPO
MAGAZINE

Maria Emelina Huertas Rojas

SENA / Servicio nacional de aprendizaje
2603225
Table of contents
Communications skills at work ______________
Asertivity ______________________________
Assertivity behavior______________________
COMMUNICATION

SKILLS AT WORK:
WHAT ARE BASIC COMUNICATION
SKILLS?
The 12 basic communication skills that
you can enhance.
- 1. Assertiveness
- 2. Eye contact
- 3. Adoption of the other`s perspective
- 4. Emotion-message coherence
- 5. Negotiating capacity
- 6. Active listening
- 7. Empathy
- 8. Faced with nerves, adopt a role
active and question
- 9. Use humor
- 10. Anticipate moments of discomfort
of the other person
- 11. Avoid defensive postures
- 12. Keep ideas in mind important to
communicate, but not memorices
Asertivity :
Is the behavior most
desirable human. I know need
to have honest and healthy
relationships

Assertive behavior :
Being direct, honest and
respectful, while interact with
others
 Aplication of the
communication assertive