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Effective communications skills for the Industry - The Basics


In any conversation you have to lay some ground rules that can setup a platform to project your thoughts. These are some of the basics that you cannot afford to miss.. (not in any order)

1. Be very clear in your thought and be prepared about what you want to say.
2. Be aware of high risk situations and know what you don't want to say.
3. Be confident, but not very confident.
4. Understand what is needed of the discussion.
5. Always do your homework while understanding the product or service.
6. Listen diligently! This applies for both verbal and non-verbal communication.
7. Always ask searching questions to show you are interested.
8. Be clear in matter while trying to keep it short and simple.
9. Be sensitive to others.
a. Talk politely.
b. Be courteous.
10. Keep a positive attitude while using positive and accurate language.
11. Be genuinely convinced and enthusiastic.
a. Verbal communication and body language should communicate the same message.
12. Be very clear in speech.
Extra verbal - Should convey correct meaning!
Intra verbal - Use appropriate voice modulation to adjust pitch and speed.
13. Pick up the signals early.
Signals can be Confusion, Resentment, Disinterest, Skepticism, Pre-Occupation, Objection, Anger etc.
14. Never assume things. Ask and Listen.
15. People like to be liked - This is the Human factor.
16.Always address the person by name and try to recall likes and dislikes.
17. Offer a choice of things!
18. Use words to express and not impress.



The next big step is in controlling communication through probing techniques!
Probe to identify needs, concerns or views. Here needs can be satisfied to achieve objectives and to further or add value to your service or brand. Concerns and views have to be empathized about and addressed.

There are two kind of probes that can be used as tools to achive the above target...
1, Open probe
2, Closed probe

An open probe is one question that may have an elaborate answer. An example would be "What are the critical concerns and priorities in your business?". Open probes can be used encourage customers to speak freely about a topic of their choice.

A closed probe is one that has a a very short answer. An example would be "Will you be paying by cash or card?". These can be used to control and direct the communication.

When open probes don't work, closed probes can be chosen from prospected information in observation or clues the customer gives during meetings or any other teleconferences.

Earlier post:
Effective communications skills for the Industry - Introduction

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