MLDE 116 - INTERPERSONAL SKILLS

1. MLDE 116 - INTERPERSONAL SKILLS EFFECTIVE COMMUNICATION ON THE PHONE

2. PURPOSE • SHARE SPECIFIC GUIDELINES AND TECHNIQUES! • ENHANCE YOUR JOB PERFORMANCE & EFFECTIVE COMMUNICATION • PRESENT A POSITIVE IMAGE FOR YOUR ORGANIZATION & PEOPLE YOU COMMUNICATE WITH

3. COMMUNICATION • 7% with our words • 23% with the tone of our voice • 70% by the actions of our body and face From Visionus.com 2005

4. TELEPHONE versus FACE-TO-FACE , Kenan BAŞARAN Face-to-Face (advantages) Non-verbal communication available Easy to discuss visual materials Others cannot avoid giving clear answer Face-to-Face (disadvantages) More complex, expensive Difficult to postpone, re-direct, give run-around Difficult to say ‘No’

5. TELEPHONE versus FACE-TO-FACE , Kenan BAŞARAN Telephone (advantages) Briefer, cheaper, simpler and more convenient Easier to say ‘No’ and get others to say ‘Yes’ Easier to take notes Allows younger to appear more authoritative Telephone (disadvantages) Lack of Non-verbal communication Difficult to discuss visual materials and objects May lead to ‘ping-pong’- people only talk to machines Make the tone of your voice higher pitched than normal

6. 7 MAIN POINTS • BE PROMPT, PREPARED AND COURTEOUS • EMPLOY EFFECTIVE LISTENING • DIFFUSE ANGER OR FRUSTRATION • OFFER PROFESSIONAL ASSISTANCE • DELIVERING A DIFFICULT MESSAGE • BALANCING YOUR TIME WITH THE NEEDS OF THE CALLER • CONCLUDE THE CALL PROFESSIONALLY

7. BE PROMPT, PREPARED & COURTEOUS • BE PROMPT • ANSWER PHONE ON 3RD RING • BE READY TO PAY ATTENTION • USE CONSISTENT GREETING (Good morning ...) • ALWAYS IDENTIFY THE ORGANIZATION AND YOUR NAME. (Good morning, Eastern Mediterranean University, This is Ali...)

8. BE PROMPT, PREPARED & COURTEOUS • BE PREPARED: • ALWAYS HAVE PAPER AND PENCIL CLOSE • BE READY TO LISTEN • HAVE ALL TOOLS CLOSE BY TO ANSWER QUESTIONS

9. BE PROMPT, PREPARED & COURTEOUS • BE COURTEOUS: • TREAT EACH CALLER LIKE A GUEST • ALWAYS SMILE! – IT CAN BE HEARD! • TREAT EACH CALLER LIKE YOU WOULD WANT TO BE TREATED.

10. EFFECTIVE LISTENING • REALLY LISTEN! • TWO TYPES: • 1.COMPREHENSIVE • TO UNDERSTAND WHAT CALLER IS SAYING • 2. CRITICAL • TO EVALUATE AND DETERMINE THE FACTS

11. EFFECTIVE LISTENING • SHOW THAT YOU ARE LISTENING! • BE ATTENTIVE • ASK CALLER’S NAME AND THEN REPEAT IT • ASK WHAT COMPANY THE CALLER IS FROM • EMPATHIZE WITH CALLERS FEELINGS (IF NECESSARY)

12. LISTEN… • L = LET OTHERS SPEAK • I = INTEND TO ‘HEAR” THEM • S = SPEAK WHEN IT IS YOUR TURN • T = TALK WITH THEM, NOT AT THEM • E = ENTHUSIASTICALLY RESPOND • N = NEVER SPEAK WHEN OTHERS ARE TALKING

13. OFFER PROFESSIONAL ASSISTANCE • ESTABLISH A RESPECTFUL RELATIONSHIP • ALWAYS ASK HOW YOU MAY HELP • ASK CALLER’S NAME AND IF APPROPRIATE, THE NAME OF THEIR COMPANY. • ADVISE HONESTLY WHAT YOU CAN DO TO ASSIST • BE HELPFUL BUT HONEST AND • DON’T PROMISE WHAT YOU CANNOT DELIVER.

14. OFFER PROFESSIONAL ASSISTANCE • IF TRANSFERRING OR PLACING CALL ON HOLD IS NECESSARY, ALWAYS GIVE THE CALLER THE OPTION (ASK PERMISSION). • - TRANSFER: ADVISE CALLER WHO YOU ARE TRANSFERRING THEM TO AND WHAT EXTENSION. • - STAY ON THE LINE TO BE SURE SOMEONE ANSWERS. • - TAKE CALL BACK IF THERE IS NO ONE FOR THEM TO TALK WITH (YOU HAVE ALREADY ESTABLISHED A RELATIONSHIP.)

15. OFFER PROFESSIONAL ASSISTANCE • PLACING THE CALLER ON HOLD. • ALWAYS ASK THEIR PERMISSION • CHECK BACK WITHIN 30 SECONDS • CALLING THE CALLER BACK. • STATE REASONABLE AND ACCURATE TIME YOU CAN CALL BACK. • CALL BACK WHEN PROMISED. • PROMISE ONLY WHAT YOU CAN DELIVER.

16. DEFUSE ANGER AND FRUSTRATION • IDENTIFY THE NEEDS OF THE CALLER • LISTEN - BE QUIET • ASK OPEN-ENDED QUESTIONS • ALLOW CALLER TO SHARE • DEFUSE ANGER WITH ATTENTIVE LISTENING AND EMPATHY • LISTEN COMPREHENSIVELY • EMPATHIZE WITH CALLER’S FEELINGS

17. DEFUSE ANGER AND FRUSTRATION • RESPOND TO ACCUSATIONS WITHOUT BECOMING DEFENSIVE • DEFUSE LOUD AND/OR AGGRESSIVE LANGUAGE • OFFER QUIET RESPONSES – GIVES NO REASON TO YELL • NEVER TAKE THE DEFENSE – GIVES NO REASON TO ARGUE • SMILE AND BE REASSURING – THAT YOU WANT TO HELP TO RESOLVE THE ISSUE. • TAKE CONTROL OF THE CONVERSATION • ASK SPECIFIC QUESTIONS • ADVISE HOW YOU CAN HELP

18. DELIVERING A DIFFICULT MESSAGE • TIPS THAT MAY BE HELPFUL: • DELIVER THE MESSAGE HONESTLY WITHOUT PLACING BLAME. • ADVISE WHAT ACTION WILL BE TAKEN (IF APPROPRIATE). • ADVISE REALISTIC TIME FRAME (IF NECESSARY) FOR ANY ACTION. • LISTEN AND OFFER UNDERSTANDING WITHOUT BECOMING DEFENSIVE. • OFFER AN APOLOGY (IF NECESSARY) FOR ANY INCONVENIENCE. • REMIND THE CALLER OF ANY RESPONSIBILITY THEY NEED TO TAKE. • THANK THE CALLER.

19. BALANCING YOUR TIME WITH THECALLER’S NEEDS • CALLER’S TIME IS VALUABLE! • EMPLOY EFFECTIVE LISTENING. • TAKE ACCURATE MESSAGE (READ # BACK) • ADVISE CALLER OF ACTION BEING TAKEN. • YOUR TIME IS VALUABLE! • THANK CALLER FOR HIS/HER TIME.

20. CONCLUDING THE CALL PROFESSIONALLY • ALWAYS THANK THE CALLER (BY NAME) FOR THE CALL. • REMIND THE CALLER OF WHAT YOU PROMISED (IF APPROPRIATE). • REMIND THE CALLER OF ANY ACTIONS THEY ARE ASSUMING. • REMEMBER THAT A CLEAR MESSAGE AVOIDS UNNECESSARY CALLS.

21. SUMMARY • Be Prompt, Prepared, and Courteous • Listen Effectively • Offer Professional Assistance • Diffuse Anger or Frustration • Deliver the difficult message positively • Balance your time with callers needs • Conclude the call Professionally

22. THANK YOU!