Week Two Communicating With the Public

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Please take yourPlease take your

pretest at this timepretest at this timeWe will begin lecture shortly

Ohio/ Marshall County SPOKES

Instructor Vicki Mentzer

Created By: Dena ConnerClass Graduate and Teachers Aide

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Week TwoWeek TwoCommunicating

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No matter what kind of job you have, at somepoint or another you have to be able to respondeffectively to customer requests and needs.

Its important to use good communication skills,

such as listening, being attentive to bodylanguage, and problem solving, in dealing withthe public.

At the end of this lesson, the learners will be

able to recognize body language skills, resolvecustomer dissatisfaction, and understand goodtelephone skills.

Communicating with theCommunicating with theublicublic

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Can you think of atime when you werenot sure how torespond to a

customer? Have you been in a

situation wheresomeone responded

to you in such a wayas to make you angryor upset.

 This lesson will helpyou focus on ways tomake positiveresponses and help

maintain goodcustomer relations.

Ask The LearnersAsk The Learners

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How do you know whatcustomers want?

How can you find outwhat your customersneed?

Finding the answers tothese questionsrequires you to listencarefully to yourcustomers.

 You will need topractice your listeningskills you have learned.

Let the customer finishtalking and then decidehow you can meet hisor her needs.

What Does CustomersWhat Does CustomersWant?Want?

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ActivitiesActivities

ActivitiesActivitiesActivitiesActivities

Case Study One

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Donnie is an emergency medical technician. Hehas been called to the mall because an elderlywoman has passed out in the entrance. By thetime Donnie arrives, the woman is conscious,but she’s having trouble talking. Donnie asks

her several questions, but she doesn't answer.While he is talking to her, Donnie notices thatshe keeps leaning toward the soft drinkmachine and blinking her eyes. Donnie asksthe woman if she is thirsty.

WHAT COMMUNICATION SKILLS DID DONNIEUSE IN THIS SITUATION?

Consider The FollowingConsider The FollowingSituationSituation

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Class DiscussionClass Discussion

Class DiscussionClass DiscussionClass DiscussionClass DiscussionClass DiscussionClass DiscussionClass DiscussionClass DiscussionClass DiscussionClass Discussion

WHAT SKILLS DO YOU THINK DONNIE USED? ANDHOW DID HE USE THEM?

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Glen is a computer technician for a schoolsystem. He makes sure the classroomcomputers work properly. Last week Mrs.

 Johnson’s computer in her classroom kept

crashing. When Glen arrived in her room, hesat down immediately and began working onher computer. He didn’t ask Mrs. Johnson forany information. When Mrs. Johnson tried to

explain the problem, Glen stared straight atthe monitor. He moved his chair so that Mrs. Johnson was looking directly at his back.

Consider The FollowingConsider The FollowingSituationSituation

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We place a great deal of emphasis on thewords we say, but body language and voicecomplete the meaning of the total messagethat is sent.

What is wrong with the communicationprocess in the following situation?

Sending CongruentSending CongruentMessa esMessa es

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Sam has Just asked Kay, a co-worker, to helphim complete a job. Kay Responds in thefollowing way:

ActivityActivity

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By sendingIncongruentMessages we areconfusing the

receiver. Just as inthis message Kayconfused Sam.

She said she wouldhelp him but her

body language andvoice message saidotherwise.

Incongruent MessagesIncongruent Messages

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 The Situation we just talked about could beimproved in the following way.

ActivityActivity

 This time Kay has communicated her real feelings without making Samuncomfortable.

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Here is a incongruent message lets talkabout how we could make this a congruentmessage.

ActivityActivity

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If Jane says no yournot interrupting.Come on in.

What body and voice

message should shesend.

She should smile withand open mouth, andstop what she isworking on.

 The customer shouldalways be your firstpriority.

Her voice should beupbeat like she is

eager and excited tohelp.

Class DiscussionClass Discussion

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People send incongruent messages bothconsciously and unconsciously. They may feelthey have good reasons to hide their truefeelings or intent. Here are some reasons

people send incongruent messages. You maythink of others to add to the list.

1.To present an image 2.To Manipulate another person 3.To get what they want from others 4.To hide their true feelings or real thoughts 5.To keep from being vulnerable or hurt

Communicating with theCommunicating with theublicublic

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Can you think of any other reasonwhy a person wouldsend a incongruent

message?

ActivityActivity

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By observing the message in a person’s words, bodylanguage, and voice you will often find incongruence that isconfusing. You will need to make a decision to point them outin non-threatening ways. You could ask questions to clarify themessages you are receiving, such as, You say you are satisfiedwith the service, but you are frowning. What does that mean?Is there something else I can do? By practicing observation of all three means of communication, you will find you will beable to respond in a more effective manner with the public.

ObservingObserving

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Important NotesImportant Notes

REVIEW OF TEST QUESTIONS

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Why is it importantto learn how tocommunicate withthe public?

IN ORDER TORESPOND TO

CUSTOMERREQUEST ANDNEEDS

Im ortantImportant

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When your verbalmessage, bodymessage and voicemessage match,

you are sending a:

CONGRUENT

MESSAGE

Im ortantImportant

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Sure we can fix it. Ithappens all thetime. This is anexample of a:

VERBAL MESSAGE

Im ortantImportant

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 The Clerk’s eyesavoid the customer.His face looks tenseand nervous. This is

an example of a:

BODY MESSAGE

Im ortantImportant

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 The Clerk’s voice ishesitant and lacksconfidence. This isan example of a:

VOICE MESSAGE

Im ortantImportant

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List three importantthings you should writedown if you take aphone message.

1. THE CALLER’S NAMEAND NUMBER 2. THE TIME AND DATE

OF THE CALL 3. THE PURPOSE OF

 THE CALL 4. THE TIME THECALLER CAN BEREACHED.

Im ortantImportant

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 There are severaltechniques to improveyour listening skills.Reflective skills meanyou check with the

speaker to see if youunderstand his/hermeaning. What wouldattending skills mean?

 YOU WOULD BLOCK OUT OTHERDISTRACTIONS.

Im ortantImportant

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Give two examplesof positive bodylanguage thatsuggests the

listener is focusedon what the speakeris saying

1. KEEP EYECONTACT 2. SMILE

Important NoteImportant Note

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Most people listenwith only ____ of their potential.

25%

Important NoteImportant Note

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A good listener asksquestions:

AFTER THEPRESENTATION

Important NoteImportant Note

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Can anyonesummarize theconcepts from thelesson?

How would youtreat customers

differently after thislesson.

ClosureClosure

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Look over the answers Turn in your pretest

REMOVE EVERYTHING FROM DESK 

Begin Post Test

Please score yourPlease score your