Power Up Communication Skills - Rita Emmet

© Rita Emmett 1

COMMUNICATE EASILY

WITH THE

PEOPLE

IN YOUR LIFE

© Rita Emmett 2

Woman without her

man is nothing. 

© Rita Emmett 3

Woman,

without her man,is nothing.

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Woman!Without her,

man is nothing.

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What Is Communication?

• 7% Words

• 38% Voice Quality

• 55% Body Language

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LIST ALL THE WAYS

WE COMMUNICATE

BESIDES THEMEANING OF WORDS

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The most important thing

in communication

is to hear what isn’t

being said.

--- Peter Drucker

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THE VERY, VERY

WORST LISTENING THAT

YOU CAN DO

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THE VERY, VERY

BEST

LISTENING THAT YOU CAN DO

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When you talk,

you repeat what you already know;

when you listen,

you often learn something.

--- Jared Sparks

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REMEMBER:

THE CUSTOMER FROM HELL

OFTEN HAS BEEN THROUGH HELL

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TAKE A DEEP BREATH BEFORE

SPEAKING.

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DON'T RUSH

OR INTERRUPT THE CUSTOMER.

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NEVER GET

ANGRY

WITH

THE CUSTOMER.

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APOLOGIZE

FOR THE SITUATION.

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TEAM UP

WITH THEM

TO WORK

ON THE SOLUTION.

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EMPATHIZE WITH

THE CUSTOMER.

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ASK

FOR

CLARIFICATION.

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ACCEPT

RESPONSIBILITY

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IDENTIFY

THE

PROBLEM.

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STICK TO

ONE PROBLEM

AT A TIME.

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TRY ASKING THEM

WHAT THEY WANT

YOU TO DO.

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CALL

IN

REINFORCEMENTS

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WRAP-UP

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FOLLOW UP