TALKING TIPS
1.??????Think first
?It is better to keep quiet and let people think you’re a fool, rather than open your mouth and prove it!?Talking is a natural part of communication but it pays to consider what you are trying to communicate.?A few seconds to pause and organise what you plan to say can be the difference between a happy and an unhappy customer.
?2.??????Own Your Messages
?Take responsibility for your ideas and feelings expressed.?Use the first person singular pronouns: “I” and “my” rather than “most people”, “the company”.?Using such terms as “the organisation” or “the management” makes the transaction impersonal and the customer does not know what you think and feel or whether you are merely repeating the thoughts and feelings of others.
?3.??????Think of Your Listener
?Consider the experience, age and knowledge of your listener then speak to them in terms and ways that will make it easy for them to understand.?Information will be explained differently to an expert than to a novice, to a child and to an adult.
?4.??????Avoid Jargon
?Talking jargon only shows how much knowledge you have.?The secret is to explain meaning so that others can understand.?Talking jargon to a customer can alienate them.?
?5.??????Give complete messages
?This seems so obvious but often we can assume the customer has the same knowledge as us and therefore we can omit necessary information.?Explain the assumptions we are making and the intentions we have and give the customer all the information in order for them to comprehend our message.
?6.??????Repeat
?Don’t be afraid to send your message more than once.?If the receiver does not comprehend what you are saying then think of other ways of communicating - such as pictures or commonly understood objects.
?7.??????Send Consistent Verbal and Non-verbal Messages
?Ensure that your tone of voice and non-verbal message is consistent with what you are saying.?For example, if you are thanking someone for their help you will generally be looking them in the eye, smiling and expressing warmth non-verbally.?However, if you say to someone “Well done” with a sneer on your face and in a mocking tone of voice, then the meaning received is confused with the two different messages being sent.
?8.??????Pay Attention
?Concentrate on not just what the person is saying but also how they say it and other non-verbal cues.?Maintain eye contact and don’t try to do something else when you are communicating with the customer.?Demonstrate to the customer that you are giving them your full attention.?This is especially important over the telephone.
?9.??????Ask For Feedback
?To communicate effectively you must be aware of how the receiver is interpreting and processing your messages.?As you talk to another person observe their reactions for any signals that your customer isn’t listening or doesn’t understand what you are saying.?Continually seek feedback to determine whether the receiver is attaching the correct meaning to your message.?
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?10.????Voice Quality
?We all speak differently but it is important that the quality of your voice assists in you effectively communicating
?a.??????Speed
The pace at which you talk can be distracting if it is too slow or too fast
?b.??????Volume
Talking too loudly or too softly can also make it difficult for the customer
?c.??????Variety
A speech pattern easiest to listen to is one which varies in both volume and speed?
?d.??????Tone
This is the pitch of our voice, whether it’s deep or high
?e.??????Pronunciation
Do not be lazy in the way you pronounce your words especially when you are talking of a product or technical matters.
?f.???????Accent
If you have an accent be aware that others may sometimes find it difficult to understand some of the words you pronounce.?Use other words or phrases to clarify your meaning or slow down and spell out the word.
?How do you know about your voice quality??Ask others, your management and your peer group
?Happy talking
Gerald
3X5X7 – Building Better Business
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