Non Verbal Communication
The qualities of the voice that send powerful nonverbal messages
What are vocal cues?
What have been some of the causes of the changing business environment in recent decades?
Some of the causes of the changing business environment in recent decades are globalization, population shifts, geopolitical changes, more white collar workers, and less focus on industries such as farming and mining
Defines an organization's purpose or objectives and how it will attain them
What is mission statement
*Prepare of positive customer interactions
*Let customers know they are important
*Address customer's expectations positively
What is Plan? A method for effective communication
*Hearing/Receiving the message
* Attending
*Comprehending/Assigning Meaning
*Responding
What is the listening process?
*Intimate distance
*Personal distance
*social and work distance
What are spatial distances in Western cultures?
What is offshoring?
Information, knowledge, and resource sharing around the world. Focus is on business to business(B2B) customer service.
* Experience in the industry and/or job
*Good Coaching skills
*Good communicator
_ These are all characteristics of what.....
What is a mentor?
*Vague or weak terminologies
*Global terms
*Verbal finger pointing
What is negative communication?
*Biases
*Personal Distractions
*Circadian rhythm
What are personal obstacle?
Refers to the outcome of people from various countries or backgrounds coming into contact with one another
What is the impact of culture on nonverbal communication?
What is outsourcing?
Contracting with third-party companies to deliver products and services to customers or produce products
What is this called when decision-making and problem-resolution authority is given to lower level employees?
What is employee empowerment?
Escalates problems and causes relationship breakdowns
*involves hostile or offensive behavior
*could result in violence
What is aggression?
*Information overload
*Ringing phones
*Speakerphones
What are External Obstacles?
* Image is enhanced
*Complaints are reduced
*Customer loyalty increases
What are the benefits of customer focused behavior?
What is deregulation?
governments remove legislative or regulatory guidelines that inhibit and control an industry
Provided opportunities for new companies to step up and better serve customers
means by which an organization effectively gets it products and services to customers
What is service delivery system?
*Between individuals
*Between an individual and a group
*Between an individual and an organization
What are forms of conflict?
*Stop talking
*Listen actively
*Show empathy
What are strategies for improved listening?
*Fidgeting
*Raising eyebrows
* Crossing arms
What are negative nonverbal behaviors?
What are the components of a Customer Focused Environment?
* Service
*Delivery systems
*Human Resources
* Organizational culture
* Products/Deliverables
* employee focus groups
*mystery shoppers
*customer satisfaction surveys
What are tools for service management?
* Reaffirm the value of the relationship
*Demonstrate commitment
*Remain flexible
What are methods for salvaging relationships after conflict?
*ensuring that verbal messages sent are in agreement with the nonverbal cues sent
What is congruence?