My Bite Into The Apple

Call Center Outsourcing Service for Customer Care Solution

Do you know what the customers use to convince themselves about your business? It is the customer service availability. To show it to them, you need to enclose the call center number at your brochure, advertisement or company website. Whenever they have questions about the products you have, they will make a call to the phone number mentioned.

Taking the service from global call center outsourcing from Global Response is the smart customer care solution. Your company may receive many incoming calls in minutes. It is going to be overwhelming if you only have one or two staff to handle this. You need more because the customers won’t like to waste their time to make another call later when the line is busy. They will be disappointed. You do not need this happen, right? Global Response has what you need. It provides the professional service to deliver the best support and care to your customers using your brands.

Do you find difficulty to answer the hundreds incoming calls from your customers? Do you have no time to do the new customer care staff recruitment? Visit Globalresponse.com right way and get the best support in caring your customers. The dedicated and professional team from global Response will be your reliable representative for your brand.

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Effective Communication Skills and Strategies Training

How to be a Powerful Communicator
By Brian Tracy

Your ability to communicate effectively with others will do more to make you successful than any other skill that you can develop. I’ve studied success and achievement in America for more than 30 years. I’ve spoken to more than a million people, individually and in groups, and I’ve taken extensive courses on the art of speaking and persuading others. I’ve read countless books and articles on how to influence, direct, control, negotiate and persuade other people in work and business. What I’ve learned over the years is that fully 85 percent of what you accomplish in your career and in your personal life will be determined by how well you can get your message across, how capable you are of inspiring other people to take action on your ideas and recommendations.

And more than anything else, we’re talking about happiness. You feel happy to the degree to which you can express yourself openly and honestly to others and to the degree to which others are influenced by what you have to say and how you have to say it. You can be limited in every other respect, education, contacts and intelligence, but if you can interact effectively with others, minute by minute and hour by hour, your future can be unlimited.

However, before I share with you some ideas, techniques and skills that you can use to accelerate your progress toward your goals, there are two major myths or fallacies about communication that we need to get rid of.

The first myth is that many people think that because they can talk, they can communicate with others. Men especially, according to the research, think that by speaking louder and faster, they’re more effective in dealing with other people. Many people think that because they have the “gift of the gab,” they have no problem talking to others on any subject, they’re good communicators.

This is often exactly the opposite. Many people who talk a lot are often poor communicators, even terrible communicators. Many people in sales and business think that being able to string a lot of words together in a breathless fashion makes them excellent at getting a message understood by others. However, in most cases, these people are seen by others as boring or obnoxious, or both.

Let me say this clearly and distinctly: The ability to talk is not the same as the ability to communicate. As I will discuss later, the ability to communicate means the ability to both send and receive a message. The ability to communicate means having the ability to make an impact on the thoughts, feelings and actions of another person. Many people who consider themselves excellent talkers are not very effective at all.

I give seminars all over the country, to both large and small audiences, and in every major and minor city in North America and Canada. I share ideas and strategies with more than 100,000 people a year. And at almost every seminar, someone comes up and tells me that they want to speak to audiences the way I do.

When I asked them why they want to do this, they always tell me that it’s because they enjoy talking to others. When I tell them that it will take at least a full seven years of study and practice to become a successful professional speaker, they’re usually dumbfounded. They don’t believe it. They can’t image that anything that comes as easily to them as speaking aloud, can require thousands of hours of practice to become good enough at it so that others will want to come out and hear what you have to say. But it’s the truth, nonetheless.

So the starting point of dispelling the first myth, the myth that speaking is equal to communicating, is not to allow yourself to become complacent. Being able to speak aloud to one or more persons is only the basic requirement for communication. It’s the starting point. It’s the jumping-off place. Communicating effectively is something else again.

The second myth about effective communicating is that it’s something that people are born with. Either you have it or you don’t have it. If you’re not extroverted gregarious and outgoing, then you don’t have what it takes to be a good communicator.

Again, nothing could be further from the truth. Communicating is a skill that you can learn. It’s like riding a bicycle or typing on a typewriter. It takes time and practice, over and over again. But if you’re willing to work at it, you can rapidly improve the overall quality of every part of your life, as you will soon see.

Effective communication requires both a sender and a receiver. This is the first thing that you need to learn. Although it happens rapidly, the same process takes place when two or more people communicate. First, the sender thinks of an idea or image that he or she wishes to convey to the receiver. The sender then translates the idea or image into a form, or words, either written or spoken. These words constitute the basic message which is transmitted to the receiver. The receiver catches the words, like a baseball player catching the baseball, and then translates the words into the ideas and pictures that they represent in order to understand the message that was sent.

The receiver then acknowledges receipt, and replies by translating his or her ideas and pictures into words and re-transmitting them to the original sender. When the sender has been received and the receiver has acknowledged it by transmitting a response that the sender receives, accepts and understands, the communication is complete.

If this sounds complicated, it is. Probably 99 percent of all of the difficulties between human beings, and within organizations, are caused by breakdowns in this communication process. Either people do not say what they mean clearly enough, or other people do not receive the message that was sent in the form in which it was intended.

An enormous number of factors can interfere in any communication and every one of them can lead to a distortion of the message in some way. Probably every problem you’ll ever have will be somehow associated with a failure or breakdown in the communication process.

Let me explain. According to Albert Mehrabian of the University of Southern California at Los Angeles, there are three elements in any direct, face-to-face communication. They are the elements of words, tone of voice and body language. You’ve probably heard that words only account for 7 percent of the message. Tone of voice counts for 38 percent of the message and body language counts for fully 55 percent of the message. For an effective communication to take place, all three parts of the message must be congruent and consistent with each other. If there is any congruency, the receiver will be confused and will have a tendency to accept the predominant form of communication rather than simply the literal meaning or words.

For example, someone can say, “I love you very much.” However, the tone of voice can dramatically distort the meaning of these words. By placing an emphasis on different words or by “coloring” the statement with emotion rather than making it cold and distant, the meaning of these words can change significantly.

Here are several way the same words could be said:

“I love you very much.” “I love you very much.” “I love you very much.” “I love you very much” and “I love you very much.”

In each case, the emphasis and tone changes the message that is being communicated. Very often, you will say something to a person and the other person will be offended. When you try to show that the words that you used were inoffensive, the other person will tell you that it was the tone of voice that was the issue.

The third ingredient of conversation, body language, is also very important. The way you sit or stand or incline your head or move your eyes, relative to the person with whom you’re communicating, will have an enormous effect on the actual message received.

For example, you can dramatically increase the effect of your communications by leaning toward the speaker. If you’re sitting down, this is easy. If you’re standing up, you can accomplish the same effect by shifting your weight forward onto the balls of your feet and leaning slightly forward toward the person that you’re talking to. When you face the person directly and also give the person direct eye and face contact, combined with focused attention, you double the impact of what you’re saying.

In fact, one of the easiest ways for you to break off a conversation, almost like knocking a needle off the record, is by just turning away from a person and looking into the distance when he or she is speaking. It will usually cause the other person to stop speaking abruptly. They will feel that they’ve just been abandoned in the middle of their conversation.

So your choice of words is important, but even more important is your tone of voice and your body language. The more you can coordinate all three of these ingredients, the more impactful will be your message and the greater will be the likelihood that the other person both understands and reacts the way you want them to.

Communication Plan Template – Internal Communications


Image by Ivan Walsh
A Communication Plan provides a framework for increasing, enhancing and improving communications among project stakeholders. Use this template to schedule and assign responsibilities.

Specify the writers, audience, topics, delivery dates, delivery mechanism, sensitive issues, resources and expected results.

1. Enhance transparency and accountability to customers, clients and the public

2. Provide a tangible benefit to customers by providing specific direction, measurable goals and implementable processes

3. Exchange messages and information with groups identified in the Communication Strategy

4. Identify the information and publicity measures necessary to bridge communication and information gaps

5. Reflect a strategic approach to communication measures and activities

Example at: www.mysoftwaretemplates.com/2009/06/communication-plan-te…

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by Joshua Ryan Adelman | Honest Artistic Expression

DON?T JUST COMMUNICATE..COMMUNIGREAT!

By Irene Becker, CCTA
Irene Becker is President of Just Coach It, a professional coaching firm specializing in effective living, leading and communicating at the speed of change. Please do not hesitate to contact Irene at irene@justcoachit.com, or to visit Just Coach It on the web http://www.allhottips.com

First and foremost effective communication is essential to not only organizational success, but success in one’s personal life. Effective communication promotes interpersonal understanding and problem solving. I was hired to first do personal coaching with focus to be determined by each core team member, and the mandate changed to dealing the communication skills of each core team member and areas of communication that they wanted to improve.

While we live in what has been deemed the information age, the preponderance of advertising, media and instruments of communication has perhaps dealing with staggering amounts of communication to absorb and less and less time to effectively use and improve our communication skills.

Communication can not be measured by the amount of communication that is exchanged, but by how many messages are received, understood. Clear communication is key as we all filter verbal information through what we want to hear and are expecting to hear. It is important to always verify what the receiver of one’s message understands the message to be and to move away from personalizing questions that may arise, and focus on clarifying what one wants to communicate. Here are two major communication skills areas and three areas of speaking and listening that are key to effective communication.

I) SPEAKING SKILLS
A. Slowing down our though processes to understand the message
B. Making our self understood
C. Testing our conclusions about what is being communicated

II) LISTENING SKILLS
D. Listening constructively
E. Getting the essence of the communication
F. Exploring any disagreement that may arise as a result of the communication

Let’s take a closer look at what makes good speaking and listening happen!

A. SLOWING DOWN OUR THOUGHT PROCESS
Slowing down our thought process is key to clearly expressing our opinion. Thought is a really rapid process. Our minds are capable of receiving, evaluating, interpreting and classifying thousands of bits of information simultaneously. Most of the mental digestion of our communication takes place unconsciously. As such while we are very aware of the results of our communication, we are not usually aware of the process.

It is really important to delivery clear messages to the receiver of our communication. If we do not make sure that we are delivering both a clear message and also a reason for this message the receiver may not get what we are trying to say. Slowing down our thought process is key to clearly expressing our opinion because in order to clearly transmit our message the receiver must understand not only the conclusion we are stating but how we arrived at the conclusion. If we want our thought processes to be understandable to the receiver it is very important that we explain the basis for our message.

B. MAKING OUR SELF UNDERSTOOD
While making oneself understood in English to another English speaker sounds really easy it is not. While we all speak the same language the words that we use can have different meanings or none at all the receiver of our communication.

We all know that it is important to clarify the meaning of technical terms to an outsider; we often forget that it is of equal import to make sure that the receiver understands the meaning behind our words. In the best of communication checking the message received is always a good idea because it allows us to make sure that the message that we are sending is the one that is received. While the person we are communicating may be listening they must also be hearing our meaning and not what they hear through their personal psychological, sociological filters.

Our usage of receiver friendly vocabulary is also key because if the receiver does not consider the words we are saying to be of importance, of the vocabulary we are using does not speak to them personally we will lose their interest and attention.

We have to always make sure that when transmitting information we are using words, phrases, images and metaphors that the receiver is accustomed to and that we are always checking that the receiver is following what we are saying, not what they are hearing us to say. We have to be responsible for the effectiveness of our communication and it starts with speaking the language of the receiver and making sure that what we are saying is clearly understood.

C. TESTING CONCLUSIONS
Encouraging others to ask questions about our conclusions does not weaken our communication effectiveness but rather strengthens the communication rapport between sender and receiver. Letting others in on the reasons behind our conclusions, encouraging them to ask questions and seeking clarification is critical to great communication.

Each time we express our opinion there is an opportunity to also test what we are saying with the questions or reservations that the receiver may express. The more questions that arise, the better our conclusions will be.

While encouraging the receiver of our communication to question what we are saying does not reflect the old business communication model, it is very reflective of a new paradigm, a flat versus hierarchical model of work and of communication. Engagement is key to our work, to our communication and certainly to the synergy of a team. Engagement cannot be accomplished without transparency in communication, which includes the opportunity to discuss points and conclusions.

Discussing points on their merits rather than pushing a particular point of view can be greatly productive to team communication as if facilitates group engagement and synergy. It sets up a group dynamic that moves away from adopting the solution of the boss or team leader, but rather letting go of competition and embracing a team spirit that will give birth to the best solution coming forward. Also, this type of open discussing and testing of conclusions initiates team dialogue, open team dialogue that will serve to help the team reach solutions that would not have been possible by just taking the opinions of a single member of the group.

D. UNDERSTANDING OTHERS
Listening is not the same as hearing. Hearing means that we are physically receiving communication. In order to truly understand what a person is saying we need to have a clear picture of what the sender truly wants to convey to us. Communication is based on rapport, and rapport cannot be developed if we receive the sender’s message with a blank show of interest, a nodding head or a neutral face. The sender wants to be understood and in order to understand the sender we need to listen carefully and without judgment or drawing premature conclusions.

In order to listen effectively we have to take pause and eliminate the thoughts we have that are distracting us from what the sender is saying. We will be able to understand the sender better if we not only focus on what they are saying but their tone and body language.

Improving listening skills is one of the most important communication skills because in listening attentively and well we are enhancing both our ability to receive a message and also to respond appropriately and to continue to develop rapport with the sender. It means making sure that you listen without judgment, that you are a positive, recipient of the message and that you show the sender that what they are saying is important by focusing on them and also reformulating what they have said in our own words. If you do not have time to listen or to focus, it is better to postpone the conversation for a better time than to pretend that you are paying attention.

E. GETTING TO THE ESSENCE
While it is really important to ask questions of the sender to clarify their message, it is of equal import to be careful how we ask questions. No one likes to be grilled, interrogated, or examined with an overly critical and demanding eye. A calm but warm tone of voice, focus on the issues, and an apparent desire to understand what the sender is saying rather than judging or criticizing the message is key.

Open ended questions are tools for clarifying the sender’s message as the elicit communication flow and allow the party you are asking the question of to remain relaxed, open and to see that you do not want to dominate or castigate, but rather to communicate.

F. EXPLORING DISAGREEMENTS
If disagreements are handled properly they can be a really important resource of information for any team. If handled properly they can be a source of new ideas, innovative solutions and greater rapport. Disagreements should never be ignored and every attempt should be made to explore disagreements with carefrontation rather than exacerbating misunderstanding or conflict.

Disagreements can only be addressed when each party to the disagreement understands clearly what is causing the disagreement. Sometimes different people have different opinions, other times they start off with different information or
interpretations. Often the disagreement is not about the issue at all but the manner in which a message was communicated or poorly expressed.

Exploring disagreement means stepping away from judgment, from criticism and just focusing with the sender of the message on what caused the disagreement and why. The first step is always to determine the cause of the disagreement, clarify meanings of the words used and go through each step of the reasoning process. Exploring disagreements constructively is never about starting a blame game, never about challenging others, getting overly emotional or becoming critical and condescending. Disagreement can cement relationships, uncover new solutions and help both parties to learn and grow. While no one likes to address thorny issues the benefits clearly outweigh the risks. If we hide potential disagreements and do not explore how they can be resolved we are only planting the seeds of animosity and resentment.

All organizational, business and personal relationships are founded on communication. Good communication is the seedbed for success. Move past communication obstacles and work to honing your communication skills so that you can COMMUNIGREAT! © 2004-2005 Irene Becker

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Communication


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Do we have a lot of things going on all the time?
This is what’s going on in my pocket.

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