COMMUNICATION
SKILLS
House keeping
• ALL phones are to be turned to silent for the duration of the meeting
• We will have a 15 minute break half way so you can check calls, use the
bathroom and have a cigarette for the smokers
• Anyone seen to be using the phone, talking amongst themselves or any other
distraction will be made to come to the front and sing to us!!
• Attendance Sheet – please sign and pass around to confirm everyone has
taken part in the training
• If you have any questions, please make a note of them, I will give time at the
end to answer anything you may wish to ask.
• HAVE FUN, ENJOY & LEARN!!
ICE BREAKER
2 volunteers to be communicators!!
Communicators take a sheet from me,
listeners grab a pen and a sheet of
paper
• The aim is for the communicator to tell
the listeners how to draw the object on
your card without them seeing it,
• You have 10 mins to complete the
exercise
• Good Luck!!
Communication Skills
Contents
1. What is communication
2. Types of communication
3. Speaking and listening
4. Active listening
5. Non verbal communications
6. Communication Styles
7. Adapting your style
8. Importance of effective communication
9. Putting it all together
What is communication
BODY HEARING
FEEDBACK
LANGUAGE LISTENING
WRITING CONFIDENCE
GESTURES
2 WAY
COMMUNICATION
EMAILS
EYE
THINKING CONTACT
PRESENTATIONS
CORRESPONDANCE
LANGUAGE
CLOTHING UNDERSTANDING
COMMUNICATIONS
WHO IS COMMUNICATION?
• Friends
• Family
• Colleagues
• Managers
• Customers
• Strangers
HOW DO WE COMMUNICATE?
• Speaking
• Listening
• Writing
• Drawing
• Texting
• Looking
• Acting
WHAT METHODS OF COMMUNICATION DO WE USE?
• Telephone
• Email
• Texting
• Media (TV/Radio/internet/magazines)
• Body language
• Actions
• Appearance
Verbal & Non Verbal
,Communication
Communication is not only verbal, much of how we do and say things also
matter
93% of what you communicate is NON
RBAL
• Use eye contact ( but don’t stare!)
• Body language should be open
• Is your uniform clean and pressed
• Do you have a notebook/pen
• Use affirmative gestures (nodding, hands, notes)
• Concentrate (no fidgeting or looking at phone)
• Do you have all your presenters ( in a professional
folder)
Verbal Communication is not just speaking & listening, its about active speaking &
listening!
Only 7% of what you communicate is VERBAL
• Clear & concise – ensure the person can hear you
clearly
• Correct language – use the best language to suit
• Correct tone – upbeat and professional
• Correct terminology – don’t Iffcoise!
ACTIVE LISTENINING
You need to learn to not only listen but to HEAR what is being said to
you
ACTIVITY – Chinese whispers
• I am going to give a message to the person on my right, this
person will then pass to the person on their right and so on
until it has gone all around the room.
• When the last person receives the message they will write
what they heard on the whiteboard – how does it compare to
what you heard.
This is why it is important to actively listen – how do you do that?
• You take notes as the person is speaking
• You show positive body language when you understand,
however facial expressions will change if someone is struggling,
learn to read these signals from customers
• Read back your notes for conformation or ask the customer to
repeat back to you what they understood
EXPRESSIONS, GESTURES & BODY LANGUAGE
What do these expressions say to you? How about these?
NEGATIVE POSITIVE
• Closed • No eye • Open • Lots of eye
• Negative contact • Positive contact
• Uninterested • Arms crossed • Friendly • Arms open/
• Bored • Fidgeting • Professiona relaxed
• Unreliable • Yawning l • Concentrating
• Angry • Frowning • Interested • Note taking
• Unhelpful • Shaking head • Helpful • Nodding
• Welcoming • Smiling
I'm Busy • Happy • Leaning forward
Hello &
Hurry up • Animated Welcome
BREAK TIME
COMMUNICATION STYLES
• Everybody has different communication styles, some people are loud, some
quiet. Some thoughtful some active, no style is wrong but its how you learn
to adapt your style that matters.
• Most people fall into 2 sides, introvert or extrovert
– Introvert - Introverts are more concerned with the inner world of the
mind. They enjoy thinking, planning and exploring their thoughts and
feelings. Introverts will always think before they speak. Being around
people drains their energy, this is true even if they have good social
skills.
– Extrovert - Extroverts are energized by being around other people
they tend to "fade" when alone and can easily become bored without
other people around, extroverts tend to think as they speak, . Extroverts
often think best when they are talking. Concepts just don't seem real to
them unless they can talk about them; reflecting on them isn't enough.
• By learning what characteristics your customers show, you can tailor your
meetings to suit them, this includes verbal and non verbal communication.
COMMUNICATION STYLES
QUIET ASSERTIVE
THOUGHTFUL IMPATIENT
I ITIMATE
CAUTIOUS
TALKATIVE
INVOLVED
E
N FORMAL
ANNALYTICAL
OUTSPOKEN
IMPULSIVE X
T T
CONTOLLED CONTROLLING
RESERVED IMPATIENT
DETAILED FOCUSED
R INDEPENDENT
DISTANT
ORGANISED
PROFESSIONAL
R
O O
V V
E E
R CATIOUS
R
RELAXED
S REFLECTIVE
INTIMATE
EMMOTIONAL
OUTSPOKEN
S
I I
LISTNER
RESPONSIVE
THINKER
RELAXED
DEEP
O CONSIDERATE
THOUGHTFUL
SOCIABLE
EXPRESSIVE O
N N
SPONTANEOUS
PERSONAL
ANIMATED
SOFT
UNSTUCTURED
COOPERATIVE
FRIENDLY
Adapting your style
Where do you think you fit on the chart?
Can you identify a customer who is a different personality type to you?
So, how do we ensure we are able to communicate with all types of people, not
just those similar to ourselves?
• Learn to read the Non Verbal communication
• Learn to read verbal communication
• Build the correct relationship, do they chat easily or prefer to be straight to
business. Do they like to be shown data and brochures or prefer you to send
by mail after the meeting. You can often tell a lot about a person by what
they surround them selves with, ie family pictures, wall charts, target
trackers etc
• Use tools that the customer wants to see based on his personality type
• Become many different people to match the style you are reading from
customer (this may be different each visit depending on their mood!)
IMPORTANCE OF EFFECTIVE COMMUNICATION
• Ensure the message is articulated clearly
• Ensure that the message is received correctly
• Achieving the goal of the message
• To help everyone involved understand the SAME message
• To get the results quickly and effectively after communicating
• To avoid costly mistakes through misinterpretation
• To help build positive long term relationships with customers
• To provide a customer focused service through internal teams
PUTTING IT ALL TOGETHER
Now you have the tools to communicate effectively not only with a customer,
but your colleagues, friends, family and even strangers you meet in every day
life.
Key Points to remember:
1. You communicate only 7% of your message through the actual words you use
2. Communication comes in many forms not just speaking
3. Everybody is different, and communication style should be adapted by you to
fit
Practice:
In teams, prepare a role play that lasts no more than 5 minutes that
demonstrates what you have taken from todays training. Use any situation you
like ( you could be buying a car, going to an interview, having a work meeting or
talking to a stranger!) choose anything you like to showcase the points learned.
15 minutes prep and then back in the room to present – all other teams will
Role Play Practice
• Please get into teams of 4, each team to have 1 manager to facilitate
• In your teams, please prepare a 5 minute role play showing the
communication skills you have just learnt. This does not have to be a working
scenario, you could be buying a car, negotiating school fees or having an
interview!!
• Each team should have at least 1 “buyer” and 1 “seller” , other team
members will observe and feedback.
• We will all observe the role plays as a team and give feedback on what was
good and what could be improved.
Role Play Teams
Team 1
Team 3
Omar (facilitator)
Naveed (facilitator)
Wendy
Samad
Umran
A. Wajid
Yoonus
Muneer
Team 4
Team 2
Tehzib (facilitator)
Thaseen
Jay ( facilitator)
Jojit
Jilani
Toqeer
Syed nasir
Jaison
Follow Up
• Once you have learned all of the key skills from your classroom training, it is
most important that it is used in the market and that your managers are
helping to ensure you use the skills.
• Each month, all managers have a target to spend 2 days in the market with
the sales reps. This will be either a full day or a half day depending on each
MM’s time and schedule.
• The day will be formalized and feedback will have to be given to Craig as per
the below form.
• (next slide)
• This form will ensure you are improving your skills with customers and help
us to become partners not traders with the market.
WORK WITH DAY FEEDBACK AND APPRAISAL FORM
Appraisee Name MR X First Score - C
Apraiser Name – Jenna Young Last months Grade- na
Apraiser position - MM Todays Grade Target - C
Date – 20 Aug 2014 Todays Grade Actual - C
OBJECTIVES FOR DAY
• To monitor and review the work of Mr x during his visits to customers and then feedback, coach and train on his
performance. Noting the positives, the negatives, attention to past trainings etc
• Secure listings for pancake mix in 3 hotels
• To collect 2 cheques
SUMMARY OF DAY
• Call 1 Centro Rotana - Customer approached, no introduction given. All products discussed in haphazard way no structure or
planning to meeting
• Call 2 Shangri La – Notebook forgotten and price list was out of date, customer reqested samples and we promised next day ( is
this feasible?)
• Call 3 Rotana Khalidia Reyhan – cheque collected, no sales call
NEXT STEPS/TRAINING NEEDS
• Ensure all sales tools are correct and up to date, as well as ensuring you know how to utlise effectively – practice
presenting to all customers with same brochures.
• Ensure 6 steps of the call are followed, this helps to structure your call and get best possible outcome
MANAGERS COMMENTS
Mr X had a successful day as he was able to secure the listing for pancake mix, introduce Iffco to a new customer and
collect payments, however in order to grow the business he should focus more on structure and outcome rather than just
firing all information at once.
TODAYS GRADE C
Attendance Sheet
Name Designation Area
