Know how to provide customer care by establishing customer relationships 1. 1 Describe the uses of interpersonal communications – verbal and non-verbal techniques Verbal communication is one way for people to communicate with others in a face to face environment. Effective verbal or spoken communication is dependent on a number of factors. Clarity of speech, remaining calm and focused, being polite and etiquette will all aid the process of verbal communication. Speaking can be looked at in two major areas; interpersonal and public speaking. In interpersonal speaking etiquette is very important.
To be an affective communicator you must speak in a manner that is not offensive. Verbal communication techniques are as important in your personal life as they are in your professional life. By improving your verbal communication skills it will be easier to quickly connect, build rapport, earn respect, gain influence and become more friendly and likeable. The techniques can include ‘be friendly, think before you speak’ and ‘be clear and concise’ Non-verbal communication is the process of communication through ending and receiving wordless (mostly visual) cues between people.
Messages can be communicated through gestures and touch, by body language or posture, by facial expression and eye contact. Non-verbal signals can give clues and additional information and meaning over and above verbal communication. 1. 2 Describe the uses of Interpersonal communications – attentive listening Attentive listening Is a communication technique that requires the listener to feed back what they hear to the speaker, by way of re-stating or paraphrasing what they eave heard In their own words.
This Is to confirm what they have heard and to show their understanding. 1. 3 Describe the uses of Interpersonal communications – positive and negative language There Is a huge difference between negative and positive language. This Is key, when looking Into customer care as It could be the difference between keeping and losing a customer. Positive language has the following qualities; Tells the listener what can be done Suggest alternatives and choices available Sounds helpful and encouraging rather than being bureaucratic –
Stresses positive actions and positive consequences that can be anticipated Negative language has the following characteristics; Tells the listener what cannot be done Has a subtle tone of blame Includes words Like ‘can’t, wont, unable to’ Does not stress positive actions that would be appropriate, or positive consequences Customer Care in Cit By mooed techniques can include ‘be friendly, think before you speak and ‘be clear and 1. 2 Describe the uses of interpersonal communications – attentive listening
Attentive listening is a communication technique that requires the listener to feed have heard in their own words. This is to confirm what they have heard and to show 1. 3 Describe the uses of interpersonal communications – positive and negative language There is a huge difference between negative and positive language. This is key, when looking into customer care as it could be the difference between keeping Positive language has the following qualities; Includes words like ‘can’t, wont, unable to’ Does not stress positive actions that would be appropriate, or positive
