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Member Service Excellence Communication Essentials

Member Service Excellence Communication Essentials. Make a Human Connection Be an Effective Listener Express Yourself Clearly Challenging Opportunities Be a Team Player. Foundation. Positive Attitude Confidence

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Member Service Excellence Communication Essentials

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  1. Member Service Excellence Communication Essentials • Make a Human Connection • Be an Effective Listener • Express Yourself Clearly • Challenging Opportunities • Be a Team Player

  2. Foundation Positive Attitude Confidence Knowledgeable People Minded Optimistic Enthusiastic Inquisitive Organized Decision Maker Helpful

  3. Activity Break • Finish the following sentences Communication is the way we… Communication is Essential for…

  4. Human Connection • Establish and Maintain a Relationship • Establish Rapport • Be Courteous • Be Present and Pay Attention • Be Tactful and Helpful

  5. Activity Break Project Positive Expectations How can we communicate these messages in a positive way? “That’s a Problem” “We can’t do that” or “No” “That’s not my job” “It’s not my fault” “You have to…” or “You should have…” “Bear with me, my computer is old & slow” “No problem”

  6. An Effective Listener • Understand What Members Say & Mean • Be an Active listener • Let Members Know they’ve been Heard • Clarify the Message • Ask Questions • Read Non-Verbal Cues

  7. Activity Break Non-Verbal Communication

  8. Clear Expressions • More than a Voice & Vocabulary • Know your Reasons for Communicating • Help Members Understand You • Clarify to Make Sure You’re Understood

  9. Challenging Opportunities • The right approach can often resolve an situation quickly and effectively. • Complaints • Saying No • Talkative Members • Angry Members

  10. Team Player • As part of the First Peoples team, you contribute the successful operation of the Credit union • Share Knowledge & Information • Create a Positive & Upbeat Environment • Keeping the Lines of Communication Open

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