Communication SkillsCommunication Skills

The Golden RuleThe Golden Rule

““Seek first to understand, then to be Seek first to understand, then to be understood”understood”

Stephen Covey, the 7 habits of highly effective Stephen Covey, the 7 habits of highly effective peoplepeople

CommunicationCommunicationsome important questionssome important questions

What are the basic elements in the What are the basic elements in the communication process?communication process?

Why listening and questioning skills are Why listening and questioning skills are importantimportant

how can sales people develop listening skillshow can sales people develop listening skills How could people communicate without using How could people communicate without using

wordswords And what are the barrier for effective And what are the barrier for effective

communication communication

The Importance of CommunicationThe Importance of Communication

Table 1-1: Importance of Competencies in Hiring Decisions

The Nature of CommunicationThe Nature of Communication

SenderSenderMessageMessageEncodingEncodingChannelChannel

ReceiverReceiverDecoding Decoding FeedbackFeedbackNoiseNoise

The Process of CommunicationThe Process of Communication

One Way CommunicationOne Way Communication

Sender(encodes the msg) Receiver (decodes the msg)

TWO-Way communicationTWO-Way communication

Sender encodes the message

Receiver Decodes the message

FEED BACK

Figure 1-1: Communication Model

The Process of The Process of CommunicationCommunication

Other Factors affecting the Other Factors affecting the message decodingmessage decoding

NoiseNoiseUncomfortable EnvironmentUncomfortable EnvironmentMoodMoodFatigueFatigue

Modes of communication

Verbal •Pace

•Power•Pause

Non-Verbal•Appearance

•Body language•Eye contact

•Manners•Visuals

Using Body LanguageUsing Body Language

7%

55%

38%

Para-Verbal Verbal Non-VerbalTone of voice Body languageWords

Verbal CommunicationVerbal Communication

Effective use of wordsEffective use of words

Characteristics of wordsCharacteristics of words Using effective wordsUsing effective words Painting word picturesPainting word pictures Tailoring wordsTailoring words Speech rateSpeech rate LoudnessLoudness

Verbal CommunicationVerbal Communication

Asking questionsAsking questions

Encourage longer responseEncourage longer response Space out questionsSpace out questions Ask short, simple questionsAsk short, simple questions Avoid leading questionsAvoid leading questions Questions to collect informationQuestions to collect information Questions to maintain the flow of informationQuestions to maintain the flow of information

Types of QuestionsTypes of Questions

OEQ (open ended questions) = to find and OEQ (open ended questions) = to find and clarify. Starts with What/when/Why/How.clarify. Starts with What/when/Why/How.

CEQ (close ended questions) = asked to give CEQ (close ended questions) = asked to give information. Answered with yes or no or I don’t information. Answered with yes or no or I don’t knowknow

BTQ (benefit tag question) = mention benefit BTQ (benefit tag question) = mention benefit followed by a tag. (E.g.:this product has a rapid followed by a tag. (E.g.:this product has a rapid onset is this what you’re lookin’ for?)onset is this what you’re lookin’ for?)

Good Listening Good Listening Is An Active SkillIs An Active Skill

Observing – what one does

Hearing – what one says and how one says it

Feeling – how one is feeling

Sensing – what one has not said, but wishes to or means to say

Why Listen?Why Listen?

Clears the air.Clears the air. Helps the speaker solve the Helps the speaker solve the

problem. problem. Stimulate the speakers.Stimulate the speakers. Involvement and Learning.Involvement and Learning. Get a chance to think & relax.Get a chance to think & relax.

Improving Your Listening Skills:Improving Your Listening Skills:

Repeat information.Repeat information. Clarify when you are not sure.Clarify when you are not sure. Summarize.Summarize. Tolerate Silence.Tolerate Silence. Be fresh and concentrate.Be fresh and concentrate.

ListeningListening

Hearing-attention-understanding-feedbackHearing-attention-understanding-feedback Repeating the informationRepeating the information Rephrasing (restating)Rephrasing (restating) ClarifyingClarifying Summarizing the conversationSummarizing the conversation Tolerating silenceTolerating silence Concentrate on the main idea Concentrate on the main idea

Non-Verbal CommunicationNon-Verbal Communication

Body languageBody language FaceFace ArmsArms HandsHands LegsLegs Body language patternBody language pattern Posture and body movementPosture and body movement Matching the customer’s communication styleMatching the customer’s communication style

Body LanguageBody Language

FaceFace (95%)(95%) ArmsArms (90%)(90%) Body AngleBody Angle (80%)(80%) HandsHands (70%)(70%) Legs Legs (50%)(50%)

Non-Verbal CommunicationNon-Verbal Communication‘Space and physical contact’‘Space and physical contact’

Distance during interactionDistance during interaction

Touching Touching

Non-verbal communicationNon-verbal communication‘‘Appearance’Appearance’

Dress like the customerDress like the customer

Hints for menHints for men

Hints for womenHints for women

Social StylesSocial Styles

Social-StyleSocial-Style

Social-StyleSocial-Style bias bias develops when we develops when we have contact with have contact with another person another person whose social style whose social style is different from our is different from our own.own.

Social-Style Principles:Social-Style Principles:

Individual Differences exist & are Individual Differences exist & are important.important.

Individual style differences tend to be Individual style differences tend to be Stable.Stable.

Everyone makes judgments about Everyone makes judgments about people based on social style. people based on social style.

Benefits of understanding Benefits of understanding Social-Style:Social-Style:

Salespeople understand social-style Salespeople understand social-style classification methods & learns how to apply classification methods & learns how to apply them, can…them, can…

1- Avoid common mistakes that threaten 1- Avoid common mistakes that threaten interpersonal relationship with customers.interpersonal relationship with customers.

2- Reduce the possibility of tension arising during 2- Reduce the possibility of tension arising during the sales call.the sales call.

3- Close more sales because they can tailor the 3- Close more sales because they can tailor the sales presentation to the style of the customer. sales presentation to the style of the customer.

Social-Style Matrix:Social-Style Matrix:

The social-style matrix that The social-style matrix that defines these styles is defines these styles is based on two important based on two important dimensions of human dimensions of human behavior :behavior :

1- Dominance1- Dominance 2- Sociability2- Sociability

Dominance:Dominance:

Dominance can be defined as:Dominance can be defined as:The tendency to command,control, or The tendency to command,control, or prevail over others.prevail over others.

Dominant people tend to be quite Dominant people tend to be quite competitive. They also tend to be very competitive. They also tend to be very decisive & determined decisive & determined

Sociability:Sociability:

It can be defined as:It can be defined as:The tendency to seek & enjoy interaction The tendency to seek & enjoy interaction with others.with others.

Sociability, reflects the amount of control Sociability, reflects the amount of control we exert over our emotional expressiveness.we exert over our emotional expressiveness.

The Four The Four Social StylesSocial Styles

Low Sociability

High Sociability

Low

Dominance

High

Dominance

Amiable

Analytical

Expressive

Driver

1-The Expressive Style:1-The Expressive Style:

A style that combines A style that combines high sociabilityhigh sociability & & high high dominancedominance. .

When two people meet for the first time, When two people meet for the first time, thethe expressive person will be more apt to expressive person will be more apt to initiate & maintain the conversation as well initiate & maintain the conversation as well as to initiate the handshake. as to initiate the handshake.

The Expressive Style:The Expressive Style:Cont.Cont.

The Expressive person The Expressive person will move to a ”first will move to a ”first name” basis as soon as possible.name” basis as soon as possible.

The Expressive person The Expressive person generally do not hide their generally do not hide their feelings. They often express opinion dramatically and feelings. They often express opinion dramatically and impulsively.impulsively.

The Expressive person The Expressive person is likely to express feeling with is likely to express feeling with

vigorous movement of the hands and rapid speech vigorous movement of the hands and rapid speech pattern.pattern.

2- Driver Style:2- Driver Style: A style that combine A style that combine high domainshigh domains & & low sociabilitylow sociability..

1- 1- The driver doesn't like to waste time & wants to get The driver doesn't like to waste time & wants to get to the to the point.point.2- 2- In most cases the driver feels more comfortable In most cases the driver feels more comfortable talking than talking than listening.listening.3- 3- The driver usually communicates a lack of warmth The driver usually communicates a lack of warmth & is apt & is apt to be businesslike & impersonal.to be businesslike & impersonal.4- 4- The driver voices strong opinions & usually wants The driver voices strong opinions & usually wants to to influence the other person’s point of view.influence the other person’s point of view.

3- Analytical Style:3- Analytical Style: A style that combine A style that combine low domainslow domains & & low sociabilitylow sociability..

1-1- Analytical tend to curb emotional expression & are less likely to Analytical tend to curb emotional expression & are less likely to display warmth openly.display warmth openly.

2-2- Analytical enjoy a highly structured environment generally feel Analytical enjoy a highly structured environment generally feel frustration when confronted with unexpected event.frustration when confronted with unexpected event.

3- The analytical usually doesn’t express dramatic opinions.3- The analytical usually doesn’t express dramatic opinions.

4- The analytical tends to be quite formal in social relationships & 4- The analytical tends to be quite formal in social relationships & therefore is viewed as aloof by many people.therefore is viewed as aloof by many people.

4- The Amiable Style:4- The Amiable Style: A style that combine A style that combine low domainslow domains & & high sociabilityhigh sociability..

1-1- Amiable can easily display their feelings, but not in the assertive manner Amiable can easily display their feelings, but not in the assertive manner common to the expressive individuals.common to the expressive individuals.

2- Amiable listen attentively to other people.2- Amiable listen attentively to other people.

3- Amiable tend to avoid the use of power & are more likely to rely on friendly 3- Amiable tend to avoid the use of power & are more likely to rely on friendly persuasion.persuasion.

4- The amiable usually takes a long time to make a decision.4- The amiable usually takes a long time to make a decision.

Excess Zone:Excess Zone:The excess zone is The excess zone is characterized by a high characterized by a high degree of intensity & degree of intensity & rigidity. rigidity.

ExcessExcess… … Expressive StyleExpressive Style

Expresses highly emotional options.Expresses highly emotional options. Stops listening to the other person.Stops listening to the other person. Tries too hard to promote own point of Tries too hard to promote own point of

view.view. Becomes outspoken to the point of Becomes outspoken to the point of

offensive.offensive. Uses exaggerated and facial expressions Uses exaggerated and facial expressions

to to make a point.make a point.

ExcessExcess…… …… Driver StyleDriver Style

Gets impatient with the other person.Gets impatient with the other person. Becomes dictatorial.Becomes dictatorial. Will not admit being wrong.Will not admit being wrong. Becomes extremely competitive.Becomes extremely competitive. Is cold and unfeeling when dealing with Is cold and unfeeling when dealing with

people.people.

ExcessExcess…. …. Analytical StyleAnalytical Style

Becomes stiff and formal during Becomes stiff and formal during social social relationship.relationship.

Is unwilling to take a decision. Is unwilling to take a decision. Avoid displaying any type of Avoid displaying any type of

emotionemotion Displays a strong dislike for change.Displays a strong dislike for change. Is overly interested in detail.Is overly interested in detail.

ExcessExcess…. …. Amiable StyleAmiable Style

Agrees with everyone.Agrees with everyone. Is unable to take a strong stand.Is unable to take a strong stand. Becomes overly anxious to win Becomes overly anxious to win

approval of approval of others.others. Tries to comfort every oneTries to comfort every one Constantly seeks reassurance.Constantly seeks reassurance.

Thank you!!!Thank you!!!