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Communication Skills

How to Self-Improve!!
by

Sara Ebied

on 6 January 2014

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Transcript of Communication Skills

Communication
Skills


Communication is simply a two-way process of exchanging ideas, information or transmitting verbal and non-verbal messages.

What is the main purpose/aim?
Who will receive it?
What is likely the attitude of the listener?
How much does he need to know?
Is my timing right?
What is the main subject?
Are the major points clear?
Is there any ambiguity?
Drive Yourself to Success
Set personal goals
Number of enrollments per day
Increase your target and work to achieve it
Challenge others in your team to a competition
Reward yourself when you reach your target.
Believe in Yourself
Have faith in yourself and be confident.
Know everything about your products.
Knowledge breeds confidence.
Uncertainty breeds uncertainty.
Differentiate yourself.
Identify your points of strengths.
Put yourself in the patient’s shoes.
Telecommunication Skills
Use the 3 P’s for improving your telecommunication skills
Telesales Formula
Sales Approach
Verbal and Vocal Skills

I
DID NOT SAY YOU STOLE HER PURSE.
I
DID

NOT
SAY YOU STOLE HER PURSE.
I DID NOT
SAY
YOU STOLE HER PURSE.
I DID NOT SAY
YOU
STOLE HER PURSE.
I DID NOT SAY YOU
STOLE
HER PURSE.
I DID NOT SAY YOU STOLE
HER
PURSE.
I DID NOT SAY YOU STOLE HER
PURSE
.
Verbal and Vocal Skills
The customers can’t see you – you can’t see them.
You can’t show them the products.
They can’t see that you are sincere.
You can’t see their reactions.
But you still have to:
Present your ideas to them.
Get their feedback.
Know when to move on.
Know when to ask for the SSN.
Verbal and Vocal Skills
Smile because a smile can be heard over the phone. A smile actually relaxes the throat muscles and the voice sounds warmer.
Recognizing the patient by calling him by his name.
Developing and using word pictures.
Focusing on how to replace “visual” medium of communication when using the telephone.
Use your voice to build trust by being warm and sincere.

Offering the Products
Internalize the information.
Apply it to the products.
Tailor it to your personality.
Practice until it sounds natural.
Use it everyday while you are on the phone.
During the conversation
Enunciate/pronounce clearly.
Use simple English
Avoid slang
Always speak calmly and choose your words carefully
Use all your listening skills
Focus all your attention on the caller and the conversation
Use basic phrases of courtesy
Refrain from idle chit chat with the patients
Make the patient feel that you actually care and you are there to help them
Body Language
Your body posture should be straightly standing or straightly sitting.
Leaning over makes you sound bored which will definitely affect your voice tone.
Use hand gestures even if no one can see you, it will help you deliver the message that you are trying to deliver.
Definition of Communication
Premature evaluation
Inattention
Stereotyping
Assumption
Generalizing
Poor listening skills
Selective Listening
Fixed Ideas
Ignoring information
Noise
Emotions
Attitude
Barriers to Communication
Before communicating
Ask yourself …
Effective Communication


We communicate to …
Get information
Motivate
Praise
Sell
Greet
etc…
Productive Relationship
Effective Communication
7 C’s of Communication
The Flow Of Communication
Message
Feedback
Channel
Formulating
Sender
Response
Understanding
Perception
Receiver
Delivery
Telecommunication
Polite
Professional
Efficient
Knowledgeable
Confident
Positive Mental Attitude
Preparation
Practice
Product Knowledge
Persuasive Ability
Achievement Drive
Sales Power
Strategy..
Execution..
Marketing
Sales
Telecommunication
Telecommunication
The patient will be influenced by “HOW” you say something more than “WHAT” you say.
Considerate
Concise
Concrete
Adopting the Right Attitude
Feel Successful
Act Successful
And you will be Successful!
Correct
Complete
Clear
Courteous
Full transcript