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Top : Communication: Learn new communication skills, written, verbal, and discover new ideas about non-verbal communication, non-violent communication and how the way you communicate affects your relationships at home and work.
Effective Communication For Customer Service
Communication is the lifeblood of existence for businesses, government and non-profits. After all every customer interaction starts with communicating, whether it be in the process of marketing, selling, supporting customers, and providing ongoing service.
The better you master communication skills, from understanding non-verbals, paraverbals, listening skills, assertive communication, and so on, the better you will be throughout any interactions with customers.
In this section you'll find material to help you understand how people communicate, and in the sub-categories, you'll also find tips and advice on how to listen, use of nonverbal signals from customers, business communication and a lot more.
If you want to succeed as a customer focused organization, your staff must have these skills, and if you want to succeed as an individual who works with customers, this is your starting point. Hone your communication skills.
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The Skills of Communication and Serving, Marketing To and Supporting Customers
Concept Attainment - by n a"Concept Attainment" is a simple group learning technique that helps you achieve a consistent understanding of important concepts and ideas. It is particularly powerful where team members' judgment plays a large role in how they respond or make decisions and where consistency is important across your teams. (Added: 22-Mar-2006 Hits: 746 )
Please Hallucinate the Way I Do - by Daniel Robin
A study of expert communicators has provided a powerful set of distinctions to help us notice and adjust for our human tendency to interpret, distort or delete, generalize, and make assumptions. This article looks at the ways that we tweak information. We all tend to fill in the gaps from our own experience. This is also known as hallucinating. (Usually this type of hallucination doesn't involve seeing elephants in pink pajamas ... however, you never know ...). (Added: 5-Aug-2002 Hits: 1045 )
The Johari Window - Creating Better Understanding Between Individuals and Groups - Mind Tools - by n a
The Johari Window is a communication model that can be used to improve understanding between individuals within a team or in a group setting. Based on disclosure, self-disclosure and feedback, the Johari Window can also be used to improve a group's relationship with other groups. (Added: 22-Mar-2006 Hits: 1176 )
The Meaning of Your Communication Is Its Effect - by Daniel Robin
In communicating with other people, what matters more: what we intend to convey, or the actual response we get? Who is responsible for your communication? The meaning of our communication is not what we think it means. It is based on the response we get from the other person. It is pointless to insist on a meaning that is lost on the listener, especially when the response you get is entirely separate from your intent. (Added: 5-Aug-2002 Hits: 1647 )
Not Just the Facts Ma'am - by Daniel Robin
There are two ways of talking about an experience: (1) describing exactly what you saw, heard, or felt, and (2) describing your reaction, interpretation, or opinion about what you saw or heard. Both ways are valuable. The skill is to distinguish between actual perceptions and your conclusions about them. This is the same difference as observation versus inference, or fact versus opinion. (Added: 5-Aug-2002 Hits: 1051 )
Email etiquette tips for online business - by Micheal Bloch
As an online business owner, much of your communication is carried out via e-mail. Here are some great e-mail etiquette tips when you are writing to potential customers, repeat customers, or your associates. (Added: 9-May-2006 Hits: 1027 )
Business Spirit Journal Online - Truth or Consequences - Steve Whiteford - by Steve Whiteford
When I suggest that people in corporations refine communication by speaking their truth, by the expressions on their faces, you might think I've announced the arrival of Godzilla. Yet, this simple-but-powerful practice might be the answer to most workplace communication challenges. (Added: 4-Sep-2003 Hits: 645 )
Communicating with Credibility - by Christine Zust
Credibility. How do you get it? More importantly, how do you keep it? Gaining credibility takes years to achieve, and maintaining it is a lifetime goal for any leader. One wrong move can erase in an instant many years of hard work. Communicating with credibility is an art form, one which you can master by using a few simple guidelines. (Added: 21-Apr-2001 Hits: 1376 )
Using Positive Language To Change The Way People See You - by Robert Bacal
In this article we are going to be looking at ways you can communicate in a more positive way that is more likely to elicit cooperation rather than argument or confrontation (Added: 20-Nov-2000 Hits: 2272 )
Creativity, thinking and listening - by Nick Heap
Listening to others is often the most effective thing you can do to develop their thinking and creativity (Added: 28-Nov-2000 Hits: 2028 )
Dealing With Hostile Bait Or How Not To Get Your Buttons Pushed - by Robert Bacal
When dealing with verbal abuse or hostility from clients, it is important to be able to avoid responding to the "bait" that is placed before you. Not only is that important, but it is also important to know exactly what you can say, when you are subject to attacks. (Added: 14-Nov-2000 Hits: 959 )
Identifying Subtle Verbal Abuse Helpcard - by Robert Bacal
Verbal abuse -- most of us know the obvious "in your face" kinds of verbal abuse like yelling, sweating or outright insults. There's another kind of verbal abuse; the kind that's less obvious, and occurs on almost a daily basis. SUBTLE VERBAL ABUSE is abuse that is under the surface, and it's no less damaging to you and your relationships than the more obvious types. (Added: 6-May-2003 Hits: 1002 )
The Seven Principles of Intentional Communication - by Jan Pedersen
Intentional Communication can be defined as speaking and listening for results. The speaker controls the outcome of the conversation, and these seven principles help you see the link between the way in which you communicate and the result you get as feedback. (Added: 19-Mar-2001 Hits: 1872 )
Giving and Receiving Feedback - by Phil Rich
Feedback is a type of communication that we give or get. Sometimes, feedback is called "criticism," but this seriously limits its meaning. (Added: 25-Feb-2001 Hits: 1329 )
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