Getting Your Message Across-subroto

Getting Your Message Across Communication is essence of success

02-May-2009

Trainer: Subroto Ghosh

1

What will You Learn

• • • •

Communication- what is it all about Team Communication Communication with Customer E-mail Etiquettes

02-May-2009

Trainer: Subroto Ghosh

2

KEY TO SUCCESS

• WHAT YOU SAY • HOW YOU SAY

“WORDS ARE THE MOST POWERFUL DRUG USED BY MANKIND”. (RUDYARD KIPLING) 02-May-2009

Trainer: Subroto Ghosh

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“TO

LISTEN

CLOSELY

AND

REPLY

WELL IS THE HIGHEST PERFECTION WE ARE ABLE TO ATTAIN IN THE ART OF CONVERSATION”. “LA ROCHEFOUCAULD” 02-May-2009

Trainer: Subroto Ghosh

4

What is communication • “COMMUNICATION IS THE PROCESS OF TRANSMITTING INFORMATION FROM ONE PERSON TO ANOTHER”. • “THE TRANSFER OF INFORMATION AND UNDERSTANDING FROM ONE PERSON TO ANOTHER PERSON”.

02-May-2009

Trainer: Subroto Ghosh

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•

COMMUNICATION IS A SOCIAL PROCESS.

•

COMMUNICATION IS LIKE CHAIN PROCESS, MADE UP OF IDENTIFIABLE LINKS.

•

“A PROCESS OF TRANSMITTING AND RECEIVING VERBAL AND NON-VERBAL (MURPHY AND HILDEBRANDT) MESSAGES THAT PRODUCE A 02-May-2009 RESPONSE” Trainer: Subroto Ghosh

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• “COMMUNICATION REFERS TO THE ACT, BY

ONE

OR

MORE

PERSONS,

OF

SENDING AND RECEIVING MESSAGES THAT ARE DISTORTED BY NOISE, OCCUR WITHIN EFFECT,

A

CONTEXT, AND

HAVE

PROVIDE

SOME SOME

OPPORTUNITY FOR FEEDBACK” 02-May-2009

Trainer: Subroto Ghosh

(JOSEPH A. DEVITO)7

COMMUNICATION IS REPRESENTED BY: 10% WORDS – WHAT WE SAY 30% SOUNDS – TONE 60% BODY LANGUAGE – HOW WE SAY IT 02-May-2009

Trainer: Subroto Ghosh

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EFFECTIVE COMMUNICATION • EFFECTIVE COMMUNICATION OCCURS WHEN THE MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE AS THE MESSAGE INTENDED TO BE SENT – MUTUAL UNDERSTANDING. 

COMMUNICATION IS EFFECTIVE ONLY IF PEOPLE: -

UNDERSTAND EACH OTHER

-

STIMULATE OTHERS TO TAKE ACTION

-

ENCOURAGE OTHERS TO THINK IN NEW

02-May-2009

WAYS.Trainer: Subroto Ghosh

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SEVEN “C’s” OF COMMUNICATION

•

COMPLETENESS – CONTAINS ALL FACTS THE READER OR LISTENER NEEDS FOR DESIRED ACTION.

•

CONCISENESS

•

CONSIDERATION

•

CONCRETENESS

•

CLARITY

•

COURTESY

•

CORRECTNESS

02-May-2009

Trainer: Subroto Ghosh

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ORGANISATIONAL BENEFITS OF EFFECTIVE COMMUNICATIONS

02-May-2009

–

INCREASE PRODUCTIVITY

–

ANTICIPATE PROBLEMS

–

MAKE DECISIONS

–

COORDINATE WORKFLOW

–

SUPERVISE OTHERS

–

DEVELOP RELATIONSHIPS

–

BETTER UNDERSTANDING IN THE WORKPLACE IN GENERAL

Trainer: Subroto Ghosh

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AREAS OF COMMUNICATION

•

INTRAPERSONAL – TO THINK, REASON, ANALYZE, REFLECT.

•

INTERPERSONAL – TO DICOVER, RELATE, INFLUENCE, PLAY, HELP.

•

SMALL GROUP – SHARE INFORMATION, GENERATE IDEAS, SOLVE PROBLEMS, HELP.

•

ORGANANIZATIONAL – INCREASE PRODUCTIVITY, RAISE MORALE, INFORM, PERSUADE.

•

PUBLIC – INFORM, PERSUADE, ENTERTAIN

•

MASS – ENTERTAIN, PERSUADE AND INFORM

02-May-2009

Trainer: Subroto Ghosh

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PURPOSES OF HUMAN COMMUNICATION TO DISCOVER

TO

TO

P L E

PE RS

UA

02-May-2009

TE

LA

PL

RE

AY

TO

HUMAN COMMUNICATION

DE

Trainer: Subroto Ghosh

TO

H

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BASIC COMMUNICATION PROCESS NOISE

NOISE FEEDBACK

SENDER ---------PERCEPTION --------IDEA

ENCODE

UNDERSTANDING ---------PERCEPTION --------RECEIVER

MEDIUM

NOISE 02-May-2009

DECODE NOISE

Trainer: Subroto Ghosh

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ELEMENTS OF COMMUNICATION

• SENDER / ENCODER • MESSAGE • MEDIUM • RECEIVER / DECODER • FEEDBACK

02-May-2009

Trainer: Subroto Ghosh

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TYPES OF COMMUNICATION • INTERPERSONAL COMMUNICATION • CORPORATE COMMUNICATION • FORMAL COMMUNICATION • NON-FORMAL COMMUNICATION • ORAL COMMUNICATION • WRITTEN COMMUNICATION • NON-VERBAL COMUNICATION 02-May-2009

Trainer: Subroto Ghosh

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MESSAGES AND CHANNELS

•

COMMUNICATION CHANNEL IS THE MEDIUM THROUGH WHICH THE MESSAGE PASSES.

•

RARELY TAKES PLACE OVER ONE CHANNEL. MAY USE TWO, THREE, FOUR DIFFERENT CHANNELS SIMULTANEOUSLY.

– VOCAL CHANNEL: SPEAK & LISTEN – VISUAL CHANNEL: GESTURE – OLFACTORY CHANNEL: EMITING OR DETECTING ODORS – TECTILE CHANNEL: TOUCHING ANOTHER 02-May-2009 Trainer: Subroto Ghosh PERSON

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BARRIERS TO COMMUNICATION • PROCESS BARRIERS – SENDER BARRIER – ENCODING BARRIER – MEDIUM BARRIER – DECODING BARRIER – FEEDBACK BARRIER

• PHSYSICAL BARRIERS • SEMANTIC BARRIERS • PSYCHOLOGICAL BARRIERS

02-May-2009

Trainer: Subroto Ghosh

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Team Communication Team work is only possible when we communicate 02-May-2009

Trainer: Subroto Ghosh

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Why communication is important & necessary for a team • In a team you are ALL working towards a same goal. • You need to define and ensure that the goal is shared by all the members. • If there are questions/issues about the goal those need to be resolved quickly in order for the team to move forward. 02-May-2009

Trainer: Subroto Ghosh

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Why communication is important & necessary for a team

• When decisions need to be made the team has to be made aware of the decision that is at hand. – EVERYONE NEEDS TO BE ON BOARD

• If communication keeps the team members informed, therefore a team working towards the same goal can be more effective and efficient. 02-May-2009

Trainer: Subroto Ghosh

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Why communication is important & necessary for a team

1. 2. 3. 4.

Information is shared within team. Team members have knowledge Knowledge is power Sense of power gives members sense of belonging and dedication 5. Dedicated members will contribute more and feel valuable to the team. 02-May-2009

Trainer: Subroto Ghosh

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Creating team communication

• Ensure that goals are clearly defined. • Interaction is aimed at solving problems and achieving team goals. • Ensure team members trust each other by having open communication. 02-May-2009

Trainer: Subroto Ghosh

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Characteristics of Open Communication

• Members are encouraged to solicit input from others. • Disagreement is invited and dealt with as a vital part of making sound decisions. • Team members share responsibility for communicating effectively. • Everyone is pro-active to understand team goals. 02-May-2009 Trainer: Subroto Ghosh

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Guidelines to Team Communication

• Be specific: include facts and details to avoid being vague • Be accurate: as much as possible be sure that the information you are giving is true and reliable. • Be honest: be truthful with those you are communicating with and do not use questionable information. 02-May-2009

Trainer: Subroto Ghosh

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Guidelines to Team Communication • Be logical: make sure messages are easy to follow • Be complete: give all needed information in regards to your ideas. • Be concise: be brief- not unnecessarily wordy. • Be relevant: stay on task and give information that is needed. • Ask for feedback: have recipients give comments on information. 02-May-2009

Trainer: Subroto Ghosh

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Responsibilities of Team Members

• • • •

Open minded Listen to what is being said Give feedback to what is being said Make sure all team members have a chance to communicate their ideas. • If decisions need to be made discuss pros and cons, and decide best option for TEAM.

02-May-2009

Trainer: Subroto Ghosh

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Responsibilities of Team Members • Take ownership for what you say. • Take responsibility for making sure you are heard and understood. • Use terminology and examples that your audience understands. • Be aware of body language. • Always work to maintain the trust and confidence of those with whom you are communicating/working. 02-May-2009

Trainer: Subroto Ghosh

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Getting Your Message Across

1. 2. 3. 4. 5.

State the purpose of your message. Communicate your message. Listen to the response of others. Clear up any misunderstandings. Summarize and move to action.

02-May-2009

Trainer: Subroto Ghosh

29

Communication with Customer

Care for your tone and gesture 02-May-2009

Trainer: Subroto Ghosh

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Here we will learn

Describe how to modify your tone of voice to match the customer and the situation

Recognize common negative gestures to avoid

Identify the customer service representative's worst offense 02-May-2009

Trainer: Subroto Ghosh

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Your Tone Is

Important Think of your voice as being the music played by your vocal cords. Customers will be able to identify the mood you are in and the message you are trying to convey by your tone.  

02-May-2009

Trainer: Subroto Ghosh

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Elements of Your Tone These are the critical elements that affect the overall tone of your voice: •Pace •Volume •Inflection •Intensity •Attitude 02-May-2009

Trainer: Subroto Ghosh

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Pace

Pacing Your Speech How you pace your speech helps to paint a picture in your listener’s mind.

Volume

Pace of speech is indicative and relevant

Your pace should match customers pace

Inflection

Intensity

02-May-2009

Attitude

Trainer: Subroto Ghosh

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Pace

Volume

Inflection

Not Too Loud, Not Too Soft Your volume needs to be adequate for you to be clearly understood Raise your voice to emphasize a point or for enthusiasm.

Intensity

Attitude 02-May-2009

Trainer: Subroto Ghosh

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Pace

Volume

Inflection

Monotones Are Boring

Intensity

Paint pictures for people and convey reassurance or helpfulness through your voice inflection — the highs and lows in your voice.

Attitude

02-May-2009

Trainer: Subroto Ghosh

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Inflection A good communicator adjusts the pace or speed of talking to match the pace of the customer. The volume is adjusted. Inflection used to signify highs and lows. Maintains intensity to give the highs and lows the proper effect The attitude is proper at all times. 02-May-2009

Trainer: Subroto Ghosh

37

Pace

Volume

Inflection

Emotion Different situations call for different levels of emotion.

Intensity

Match your emotion to the situation that the customer is in.

Attitude

02-May-2009

Gauge the mood of the customer. Trainer: Subroto Ghosh

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Match Level of Emotion Just as you must match the volume to the situation, you must also match the emotion to the situation. Otherwise, you're singing a different tune from the one your customer is giving you.

02-May-2009

Trainer: Subroto Ghosh

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Display a caring emotion for your customer, don't get caught up in their hysteria. Keep calm and have willingness to help.

02-May-2009

Trainer: Subroto Ghosh

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Pace

Volume

Inflection

Intensity

Attitude

02-May-2009

Bringing It All Together If you are on the phone bring it all together Trainer: Subroto Ghosh

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Think About It   If you discover that a customer calling you likes to talk quickly, what should you do?   Ask him to slow down.

Try to match your speaking pace with his. Transfer him to another customer service representative. Record the phone call and tell him you'll get back to him.

02-May-2009

Trainer: Subroto Ghosh

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Think About It   Which of the following is a benefit of good speaking volume with your customers? It conveys your displeasure at their call.   It makes you more clearly understood. It shows that you want to change the subject of the conversation. It prevents customers from bringing up additional problems they're having. 02-May-2009

Trainer: Subroto Ghosh

43

Inviting with a Smile When the phone rings, always smile when you say hello. It can be felt 

02-May-2009

Trainer: Subroto Ghosh

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A New Attitude A terse greeting represents a small crack in the door through which the customer must squeeze if he has any chance of really communicating with you. Your attitude will set the stage for the entire interaction and will play a large part in its overall success.

02-May-2009

Trainer: Subroto Ghosh

45

Think About It   Choose three. Pace and volume are two elements of your tone that affect customers. What are the otherInflection three elements?   Emotional Intensity Gestures Eye-contact Attitude 02-May-2009

Trainer: Subroto Ghosh

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Think About It When you're speaking with customers, which style of speaking looks and sounds better?  

02-May-2009

Trainer: Subroto Ghosh

47

Think About It Which of the following is the most appropriate response to an upset customer?

Blandly respond that you're sorry he has a problem. Get completely upset and storm around the room while talking to him. Tell him you'll get back to him later. Respond with concern that reflects his distress.

02-May-2009

Trainer: Subroto Ghosh

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"There is only one boss. The customer! And he can fire everybody in the company, from the chairman on down, simply by spending his money elsewhere." — Sam Walton, founder of Wal-Mart

02-May-2009

Trainer: Subroto Ghosh

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Gestures Your gestures will give the customer a picture of how you really feel about her and the situation.

02-May-2009

Trainer: Subroto Ghosh

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Common Gestures to Avoid Here are some common gestures and how they're commonly perceived: Gesture type

Gesture implication

Arms folded across chest

Closed; unreceptive; suspicious; defensive

Hand covering mouth while speaking

Lacks confidence or belief in solution

Leaning backward/against Not interested an object Avoiding eye contact 02-May-2009

Feeling of negativity; not listening; wanting to limit interaction Trainer: Subroto Ghosh

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No Customers Means No Jobs The bottom line is that the customer deserves the same treatment and respect, maybe more, you would give your boss. Because in the end, without customers there would be no jobs.  

02-May-2009

Trainer: Subroto Ghosh

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Keeping Promises Promising but not following up, is the #1 capital offense for anyone providing customer service.

Being Accountable Be accountable for the promises even if they are not executed by you.

02-May-2009

Trainer: Subroto Ghosh

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Following Up Even when you cannot provide the total solution, follow up to make sure the ball hasn't been dropped . 

02-May-2009

Trainer: Subroto Ghosh

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When you don't follow up to make sure a customer's needs have been met, you leave your customer with one or more undesirable impressions: You don't care. The customer can't trust you. Your company is irresponsible.

02-May-2009

Trainer: Subroto Ghosh

55

Summary Tone - what you say is not as important as whether or not it's heard. Gestures and actions will also give the customer a clear picture about how you feel about her. Treat each customer like a boss and give her the same kind of respect and attention.

02-May-2009

Trainer: Subroto Ghosh

56

Effective Email Guidelines

02-May-2009

Trainer: Subroto Ghosh

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Email Has Become Ineffective

 It’s a double-edged problem  Too many messages are floating around  Half are unnecessary  The other half are ineffective

 Fixing the problem lies on our shoulders

02-May-2009

Trainer: Subroto Ghosh

58

Poor Usage Examples

No subject line

02-May-2009

Trainer: Subroto Ghosh

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Poor Usage

Action required and key points are hidden in the message 02-May-2009

Trainer: Subroto Ghosh

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Poor Usage

-----Original Message----From: Sent: Monday, January 08, 2001 5:46 PM To: IMS Operations Subject: Information  

I will be gone all day Tuesday/01-9-01 at an Operations Offsite Staff Meeting. I will be accessible via cell or pager listed belowThanks

Misusing the global distribution list

02-May-2009

Trainer: Subroto Ghosh

61

Poor Usage

Discussion that could have been done on the phone 02-May-2009

Trainer: Subroto Ghosh

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Use Smart Subject Lines

 All messages should have clear and specific “Subject Lines” that  describes the message content  specifies if there are any actions required & due dates  mentions clearly who the message is for

 Subject Line Template: TAG description [actions] [due date] [(EOM)]

02-May-2009

Trainer: Subroto Ghosh

63

Use Smart Subject Lines TAG description [action] [due dates] [(EOM)]  Good Subject Line Examples       

FYI ONLY: Meeting minutes from 3/14 discussion WSR: Joe Smith – Operations WW17 ARs Included: Minutes from MRC, all ARs due Friday 4/1 DISTRIBUTE: Program POR updated & related information Bob, Joe: need you at noon meeting Wed w/ your updates AGENDA: Staff meeting Thurs 3/12 10:00 pm Mary: I will attend the WW FTF & present summary. (EOM)

 Poor Subject Line Examples     

02-May-2009

Weekly Minutes Here are the URLs Re: presentation (blank subject line) Unrelated subject line – sending an email with an old subject line that does not relate to this message

Trainer: Subroto Ghosh

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Use Smart Subject Lines

 If you can type your entire message in the subject line and don’t need to write anything in the body of the message - do so!  Type (EOM) at the end of the subject line. EOM means “end of message”

02-May-2009

Trainer: Subroto Ghosh

65

Think Before You Click

 Don’t automatically “REPLY TO ALL”.  Take one last look at your distribution list – is this email necessary for all recipients.  Once the email discussion goes beyond 2-3 replies anyway, it’s time to pick up the phone

02-May-2009

Trainer: Subroto Ghosh

66

Write For Action

 In the first 1-3 lines of your email, specify what this email is about.  Does it include action required?  Does it require a reply back by a certain date?  What information is contained that the reader will find necessary for their job?

 Use the To: and Cc: addresses appropriately

02-May-2009

Trainer: Subroto Ghosh

67

Reducing the Load

 Overloaded – system & recipient  Use text messages every time you can  Status Reports, Meeting Minutes, Trip Reports, Simple Proposals

 Use formatted documents when necessary  Spreadsheets, presentations, formal documents

 Stop replies before they start  If a reply is not required, end your message with “(Reply Not Necessary)” 02-May-2009

Trainer: Subroto Ghosh

68

Quality Communications

 Email is not the right communication tool when “quick response” is needed

 Use email to convey non-sensitive or non-emotional information

02-May-2009

Trainer: Subroto Ghosh

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Quality Communications

 If an email discussion doesn’t end in 1-2 replies and get the results that are necessary – STOP  Ask yourself, are you sharing expertise, or just venting  Constructive confrontation or disagreements do NOT get resolved in email

02-May-2009

Trainer: Subroto Ghosh

70

Recommended Standards Recommended Subject Line Tags: URG- Stop everything, read me first HOT - Need immediate attention RSP - Need you to respond, either way MTG- New/modified meetings FWD- Forward to your respective groups) HLP - Need information, assistance with a problem  FYI- Just for your information  ACT - Needs action      

02-May-2009

Trainer: Subroto Ghosh

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Recommended Standards

Rules:  No outlook templates or “pretty stationary" when sending/replying messages  Reply to sender only. Only "Reply to All" when absolutely necessary  PowerPoint Files: Zip all attachments. Large files; use shared server or websites  When possible, short messages should be written in the subject line, with the EOM tag

02-May-2009

Trainer: Subroto Ghosh

72

Recommended Standards

Rules:  No discussions in email. When people start "talking" in email, please stop  Carbon Copy your manager if you really need to  Do not use UPPER case alphabets unless using it as a title. This gives a negative connotation (looks like you are yelling those words) 02-May-2009

Trainer: Subroto Ghosh

73

General Tips  Use Follow Up Flags.  If you find you are on a distribution list you don’t need to be on  send a note to the originator to be removed.

 If you get involved in an email discussion that you don’t need to be in  ask to be taken off the distribution.

 While forwarding the message delete the list of email addresses if not necessary  If you see someone else practicing bad email etiquette 02-May-2009

 send a friendly note and ask them to correct it Trainer: Subroto Ghosh

74

General Tips

Incoming Email Tips:  Process your email in batches  Don’t overreact to nuance in email

02-May-2009

Trainer: Subroto Ghosh

75

General Tips

Font:  Use standard font throughout the message content  Avoid colored fonts in a professional email  Be very specific with the use of bold, italic or underline font style  Keep the size of the font visible and constant  Paragraph and line spacing should be legitimate and visually appealing  Avoid short forms or slang (e.g. ‘u’ instead of ‘you’, ‘y’ instead of ‘why’, ‘r’ instead of ‘are’, etc)

02-May-2009

Trainer: Subroto Ghosh

76

Examples

From: Sent: To: Subject:

XYZ Monday, January 08, 2001 5:46 PM ABC Information

Dear Sir,

With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, the issue to a higher level.

With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards,

02-May-2009 XYZ 

Trainer: Subroto Ghosh

77

Examples

From: Sent: To: Subject:

XYZ Monday, January 08, 2001 5:46 PM ABC Information

Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ 

02-May-2009

Trainer: Subroto Ghosh

78

Examples

From: Sent: To: Subject:

XYZ Monday, January 08, 2001 5:46 PM ABC Information

Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and HENCE THERE WAS NO NEED TO ESCALATE THE ISSUE TO A HIGHER LEVEL WITH REFERENCE TO THE BELOW MENTIONED mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards,

02-May-2009 XYZ 

Trainer: Subroto Ghosh

79

Examples From: Sent: To: Subject:

XYZ Monday, January 08, 2001 5:46 PM ABC Information

Dear Sir, With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level. With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail, I would like to mention here that the required action was taken long back and hence there was no need to escalate the issue to a higher level With reference to the below mentioned mail. Regards, XYZ 

02-May-2009

Trainer: Subroto Ghosh

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Questions & Comments

!! Thanks !! 02-May-2009

Trainer: Subroto Ghosh

81

Thank You

02-May-2009

Trainer: Subroto Ghosh

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