Vectors and 3D Models
Local Search - Business
Weather Information
Get the App for Smartphones and Tablets

Go Back


WhmSoft Free Articles Directory
Free Articles for Reprint
Free Articles to Publish
Free Articles for Newsletters
Videos to Watch


Page Generation Date and Time:
05/29/2017 11:37:58

 
Free the Animation VR / AR
Play to reveal 3D images and 3D models!
   
 
vlrPhone / vlrFilter
Project of very low consumption, radiation and bitrate softphones, with the support of the spatial audio, of the frequency shifts and of the ultrasonic communications / Multifunction Audio Filter with Remote Control!



 
 
Alexa Data
 

Go To Articles Directory Home Page

To get the current article, - See Below (at the bottom of the page) -.
For top news titles, see below.
Web sites and videos listed in this page are frequently updated.
If you find that this page is useful (quality of web sites, images and videos, ...), you can add it to your favorites.
Bookmark Page !

Tell a Friend:



With your mobile phone (WAP / I-Mode / iPhone / PDA), for free:
The Top News - http://www.whmsoft.net/services/wap/news.php
The Daily Files - http://www.whmsoft.net/services/wap/get.php
All the Directory Files - http://www.whmsoft.net/services/wap/choose.php

Web version of feeds:
Podcast Music - http://www.whmsoft.net/services/web/wpodcast.php
Daily Files - http://www.whmsoft.net/services/web/wget.php

You can play the Guitar Drum Revolution game (flash game) by following the link below:
Play Guitar Drum Revolution Game


You can play free online games (flash games) by following the link below:
Free Online Games

Play the samples below:
KumiteLafontaineBubble MakerWinnie L OursonArctic Quest 2

You can view the people (celebrities) news and the front page news (with videos, images and constant updates) by following the link below:
View Recent News
or by visiting the WhmSoft Service blog:
News Photos Slideshows


Article Keyword Videos to Watch
Business
Click on the image to start the video.



Related Topics
Images - Links - Articles

Washington


Related Images



Article Category Videos to Watch
Business
Go to the Videos Pages


Communication Is Not A 4-Letter Word

What four letter words do we mean? Here are a few:

Talk
Chat
Tell
Blab

Let's look at ‘talk’ as an example. If I asked you, you could all talk about almost anything at a moment's notice. In the computer in our brain, we have lots of programs--what we think, what we feel or believe about anything, even things we know absolutely nothing about! And we can go on and on about any topic. That is the good news. However, the bad news is that this is what people call communication--and it's only talk (or chat or blab, etc.).

Poor communication is the most frequently reported single major source of frustration in companies today. What is communication? Simply, communication is threefold. It means that a message was sent, that it was received, and that it was understood.

Experts say that we spend approximately 80% of each day communicating, as follows:

7% words
38% tone of voice and
55 % physiology or body language

Since you are not face to face with (external) customers, the first two are most important. Your inflection and tone of voice are more impactful than the words. The positive and negative impressions of what you say, and how you say what you say, are more exaggerated. Therefore, you need to learn to control your tone, your tempo, and volume.

Make no mistake, body language can be heard over the phone. Suppose you are slouching, I bet your voice is very different than when you are sitting up straight. Also, we all know that a smile can easily be heard over the phone.

The good news is that communication is a learned behavior. If you learned negative patterns, you can release them and replace them with positive ones.

To me communication and listening go hand in hand. We all think we know how to listen, don’t we? The fact is that very few people truly know how to listen. In our earnestness to serve we get pulled out of a conversation by preparing for the answer while the other person is still talking. We wait for a pause and when the person takes a breath, we jump in to take them where we think they want to go, to improve or remedy the situation, but the truth is if we’re not listening to what they’re saying we won’t even know the question or request, let alone the answer.

Our intentions are good. We want to give the best response we can, hopefully the right answer. However, if we’re not present to the conversation, the other person feels not heard, unimportant, ripped off and the like.

Listening is a respectful act. We have two ears and one mouth. Is this a coincidence? Is there a lesson here? For those of you who do anagrams, Listen = silent.

While it is true you cannot control how the customer (or anyone) speaks to you, you can control your own response to that person, and thereby greatly influence the course and outcome of any conversation.


About the Author: Rosanne D'Ausilio, Ph.D., industrial psychologist, master trainer, best selling author, is president of Human Technologies Global Inc, a full service training organization specializing in human performance management providing needs assessments, instructional design, and live, customized, world class customer service skills training across industries. Also offered is university certification of agents and/or facilitators from Purdue University's Center for Customer Driven Quality.

Known in the industry as the 'champion for the human,' Rosanne is the author of Wake Up Your Call Center: Humanize Your Interaction Hub, 4th edition, Customer Service and The Human Experience (co authored with Dr. Jon Anton), Lay Your Cards on the Table: 52 Ways to Stack Your Personal Deck (now with a 32-card deck) all available at www.human-technologies.com, and her 'tips' newsletter on How To Kick Your Customer Service Up A Notch at www.HumanTechTips.com.

She sits on the advisory board of Help Desk Professional Association, is a columnist for TMCnet.com on Call Center Training, and represnts the human element for an Italian Software Company's advisory board, as well as being a dynamic, much sought after keynote speaker.




Recommended Web Site(s):

Easy Articles Home Page - Articles Directory

Recommended WhmSoft Web Sites, Feeds and WAP Address:

WhmSoft Software Home Page - Software
WhmSoft Services Login Page - Music and Images
WhmSoft Moblog Home Page - Blog - Photo Gallery
WhmSoft Free Online Games Home Page - Flash Games
WhmSoft Services RSS Feed - Daily Music, Image and 3D Flash Animation
Classical Music with Drum RSS Feed - MIDI and MP3 Files
Classical Music with Drum Podcast Feed - MP3 and MP3 Files
WAP / I-Mode / PDAs - Daily Music, Image and Flash Animation

Home Pages:

WhmSoft Free Articles for Reprint Home Page
WhmSoft Services Home Page - Music and Images
Copyright (C) 2006-2017 WhmSoft - All Rights Reserved.