CustomerServiceChap3

3 2 ,[object Object],[object Object],[object Object],Skills for Success Verbal Communication Skills Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

Skills for Success ,[object Object],[object Object],[object Object],[object Object]

[object Object],Two-Way Communication

Elements of the Interpersonal Communication Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Negative, Vague or Weak Terminology ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Words, Phrases that are Weak : Discuss the students’ lists.

Problems with Global Terms ,[object Object],[object Object],[object Object],[object Object],Review students’ lists and discuss impact on service.

Ways to Communicate Positively ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Communicating Positively , continued ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],Additional ways to communicate positively :

[object Object],[object Object],[object Object],More Ways to Communicate Positively :

[object Object],[object Object],[object Object],Communicating Positively : Ways to communicate in a helpful manner

Non-retail Establishment Behavior ,[object Object],[object Object],[object Object]

Being Assertive ,[object Object],[object Object]

Assertive versus Aggressive Behavior ,[object Object],[object Object],[object Object]

Understanding Aggressive Service ,[object Object],[object Object]

Forms of Conflict ,[object Object],[object Object],[object Object],[object Object]

Recognizing Causes of Conflict ,[object Object],[object Object],[object Object],[object Object],[object Object]

Causes of Conflict , continued ,[object Object],[object Object],[object Object],[object Object],[object Object]

Guidelines for Effective Conflict Management ,[object Object],[object Object],[object Object],[object Object]

Guidelines for Effective Conflict Management , continued ,[object Object],[object Object],[object Object],[object Object]

CustomerServiceChap3

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CustomerServiceChap3