Chapter5

Chapter5 - Chapter 5 Chapter Using Communication Principles...

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Chapter 5 Chapter 5 Using Communication Principles To Build Relationships
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Two-Way Communication Two-Way Communication Breakdowns Choice of words No acronyms, phony words, slang A bstract/concrete/emotional/neutral, vary inflection, be aware of tone, tailor to customers Voice characteristics Loudness, inflection, articulation Stories Word pictures, analogies, helps to visualize points
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Active Listening Active Listening Listening – 2 nd section of role play presentation Rate of speech – depends on you/audience Talk/listen; talk/listen; talk/listen Repeat, restate, summarize, focus
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Tolerating Silences Tolerating Silences “Bite your tongue” While a customer is thinking, times of silence occur Example: What day would you like me to call on you? Just a minute, let me think about that. (Silence) Okay, let’s make it on Monday, the 22 nd .
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Reading Nonverbal Messages Reading Nonverbal Messages From Customers From Customers Body Language – five channels: Non-verbal Communication – three forms: Body Language, Space & Appearance
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Body Angle Body Angle Positive Back and forth motions Movements directly toward a person Changes in position – customer wants to place order Negative Side to side motions – insecurity/doubt Leaning back – boredom/apprehension/anger Changes in position – disagreement
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Face Face Eyes are the most important area of the face Enlarged pupils indicate interest/excitement Blink rate – 10-20 BPM average; 50+ BPM - stress Eye position can indicate a customer’s thought process Looking away can mean actively considering information Looking left can mean an emotional consideration Looking right can mean considering facts/logic Significant cultural differences dictate the appropriate level of eye contact between individuals – Japan, Korea, Muslim countries, Brazil Skin color (red) & skin tautness (jaw line) are facial cues
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Arms Arms Arms Key factor of interpreting arm movement is intensity More movement, they are conveying an opinion Broader and more vigorous movement indicates the customer is more empathetic about the point Do NOT cross arms in Turkey – rude!
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Hands Hands Hand gestures are very expressive Positive: open and relaxed, palms facing up Negative: self-touching gestures Involuntary gestures: fist tightening (good indicator of true feelings) Hand gestures – various cultural differences Thumbs-up: offensive in the Middle East, rude in Australia, sign of o.k. in France Circled fingers in Japan – symbolizes money
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Legs Legs Legs
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Chapter5 - Chapter 5 Chapter Using Communication Principles...

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