This presentation is about how to communicate with right attitude to have strong professional relationship. it covers the following areas; 1. Difference between listening and hearing. 2. Types of listening. 3. Barriers to listening. 4. What is perception? 5. What is attitude and emotions? 6. Different types of communication styles. 7. What is empathy? 8. How to show empathy? 9. What is apology? 10. How to apologize? 11. What is assurance? 12. How to assure? 13. How to suggest formally? 14. How to agree? 15. How to disagree?

2. LISTEN
COMPREHEND
RESPOND

3. LISTENING

4. Listening Vs Hearing
Hearing is just a
physical activity
Listening involves the
heart, the mind and the
ears
Hearing is the
act of picking
up audible
sounds.
Listening, however
requires
concentration, so that
the brain processes
meaning from words
and sentences

5. Types of Listening
• Active Listening
Active Listening involves appropriate listening sounds,
eg: Uhum, yes, ok, fine etc so that the customer knows
that you are listening.
• Passive Listening
When one simply listens without responding.
• Reflective Listening
Reflective Listening means listen and then reflect back
what you understood. Remember……do paraphrase
but don’t parrot.

6. THE LISTENING GAME

7. Barriers to Listening
• Perceptions
• Attitude and
emotions
• Poor retention / Lack
of attentiveness
• Day dreaming
• Interruptions
INTERNAL EXTERNAL
•Noise
•Faulty
Connection

8. Perception
What is Perception?
A mental image formed due to jumping to
conclusions or passing judgments too early…..
Perception is a human nature. It impacts every
sphere of our lives.
Example : Story

9. Attitudes and Emotions
• Hooks – What is it ?
A hook is any behaviour ( from the customer/
another person ) that leads us to an
uncomfortable feeling of being accused or being
criticized and negative emotions are fuelled in
us.
Hooks might be in the form of :
• A value judgment.
• A comment
• Sarcasm
Example : Road Rage

10. What to do?
• Maintain Composure
• Neutralize the venom
• Be conscious / self aware
• Don’t take it personally
• Detach yourself
emotionally

11. • AGGRESSIVE
• SUBMISSIVE
• ASSERTIVE

12. Aggressive / Submissive Behavior
•“…MY need is
more important
than yours”
“…Your need is
more important
than mine”

13. Assertive Behavior
• “Both our needs
are important…”

14. What ?
Empathy means feeling, acknowledging
and affirming another person’s emotional
state.
Why?
Each Interaction needs to take care of the
“ Human Aspect” and the “ Business
Needs”.

15. • That must have been annoying Mr. Johnson…
• I can certainly imagine how frustrating that could be…….
• Had I been at your place I would have felt the same way……
• You have a valid point. It can definitely be very upsetting when…..
• I can understand your point of view….
However…
IT’S NOT NECESSARY THAT SOMETHING CATASTROPHIC HAS TO
HAPPEN FOR YOU TO EMPATHIZE

16. What?
An expression of regret for a mistake or wrong
with implied admission of fault.
Why?
•To pacify irate customers.
• Apology is need based and is offered when
ever the member is in a complaining mode
and sounds unhappy.

17. I sincerely apologize for the inconvenience
Mr. Johnson…

18. • What?
Assurance is the ability to instill the
confidence in the customer that they are
in the right hands.
• Why?
To restore the customer’s confidence
The important thing to be kept in mind is that while assuring the
agent must not end up making a promise of something that
cannot be delivered

19. •I will definitely do my best to resolve this issue.
•I will take care of it right away.

20. Avoid “Trigger” Words and Phrases

21. •Lets…….
•How about……….?
•Why not……..?
•Well, I suggest……
•Could I suggest that
……..?
•If I were you I would….

22. • I absolutely agree..
• That’s correct…
• That’s true…
• I’m of the same opinion…

23.  Well, if you ask me,
I’d say…
 That’s right,
however…..