Telephone Techniqes

8/7/2019 Telephone Techniqes

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DAVID ALLENACTIVIA


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R app or t

The Law of Association

Repeat ExposureReciprocal AffectionSimilaritiesHow you make someone feelMatching & MirroringHelping SomeoneWe're only humanPositive attitude


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Lis tening

The Right Ratio

Make NotesAvoid Finishing Other People's SentencesAvoid Jumping to ConclusionsRespond!

Avoid JudgingAsk QuestionsPause before ReplyingSummarise


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Q ues t ions

Open questions

Closed questionsSpecific questionsProbing questions

Hypothetical questionsReflective questionsLeading questions


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T.E.D.

Tell

E xplain

Describe


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F unelling Q ues t ions

Open

Probe

Closed


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Voice Be hav iour

Power / Projection

PitchPronunciationPace

Patter


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Incoming C a lls

I. Enquiry

II.Order III.ComplaintIV.Sales

V. Internal


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P PrepareA Answer R Reason for callS SummariseA Action

C Close


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Asser t iveness

Aggressive

Passive

Assertive


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WH AT IS IT?

HOW CAN IT HELP ME?WH AT D O I NEED T O DO?ASSE R TIVENESS

Asser t iveness


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Asser tiveness

Assertiveness is the ability to communicateyour needs, feelings, opinions, and beliefs in

an open and honest manner withoutviolating the rights of others


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HOW TO BE ASSE R TIVE

BE HONEST AND DIRECT ABOUT YOUR

FEELINGS, NEEDS, BELIEFS.

EXPRESS YOURSELF FIRMLY AND

DIRECTLY TO SPECIFIC INDIVIDUALS.

BE REASONABLE IN YOUR REQUESTS


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STATE Y OU R VIEWP O INT WITHOU T BEING

HESITANT O R AP OLOGETIC.BE HO NEST WH EN GIVING O R R ECEIVING

F EEDBACK.

LEA R N T O SAY N O TO UNR EAS ONABLEEXPECTATI ONS.

PA R AP HR ASE WH AT OTHER S HAVESTATED T O YOU .


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R EG OGNIZE AND R ESPECT T HE R IGHTS

O FTHO SE A R OU ND Y OU .

USE APP R OP R IATE T ONE O F VO ICE.BE A WAR E O F BODYP OST UR E/LANG UAGEMAINTAIN EYE C ONTACT.USE I STATEMENTS T O EXP R ESS SEL F


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DONT LET OTHERS IMPOSE THEIR

VALUES/IDEAS ON YOUENCOURAGE OTHERS TO BE CLEAR AND

DIRECT

TAKE OWNERSHIP


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AND MY R IGHTS A R E

Th e rig ht to res p ec t myself bec a use of w h o I a m.

How to le ad my life p ursuing go a ls, d re a ms,Hav e my own va lues, beliefs, e tc.To tell o th ers h ow I wis h to be tre at e d .To c ha nge my min d a n d m ak e mis tak es

wi th ou t being ri d icule d .To be c ha nge my life a s I d eci d eTo be happ y a n d res p ec te d by o th ers


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YOU CANN OT N OT C OMMUNICATE


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A Communic at ion Mo d el

How Well Do You Communicate

UNC ONSCI OU S INC OMPETENCE

CONSCI OU S INC OMPETENCE

CONSCI OU S C OMPETENCE


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Me d iums of Communic at ion

What me d iums of Communic at iond o you use at wor k ?


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MEDIUMS OF

WOR

KPLACECOMMUNICATI ON

Appraisals

MeetingsNewslettersNotice Boards

EMail / InternetPhoneTannoy


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What a re th e lines of communic at ion at wor k?


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INTE R PE R S ONAL E FF ECTIVENESS


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TR

ANSACTIO

NALANALYSIS


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Ego S tat e C ha r a c teris tics


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F un da men ta l In ter p erson a l S k ills

Analyse the situation

Establish a realistic objectiveSelect appropriate ways of behavingControl behaviour

Shape others behaviour Monitoring own and others behaviour.


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ST R OKING

POSITIVE

NEGATIVEPLASTIC / CROOKED

ZERO


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Con ta c t & Core Communic at ion

Able to initiate conversations with anybody

Enjoys meeting peopleRemembers personal details about peopleMatches and Mirrors verbal and non verbal

behavioursIs self confidentIs highly observant


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Lis tening & Q ues t ioning

Applies two ears and one mouth strategy

Uses positive visual and verbal signals todemonstrate listening

Ask QuestionsAllows others to complete sentences


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Su pp or ting

Provides bigger picture information

Always explains whyAllows others to say what they feel without

judgementDirectingIs clear and conciseTends to speak slowlyHas a good grip of languageGives good directions


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Confron ting & C ha llenging

Always asks WHY

Never takes things at face valueHas good questioning abilityBelieves strongly in self development

STROKINGPositiveNegativePlastic / Crooked

Telephone Techniqes

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