課程：Conflict, Stress and Time Management： apply to a customer support environment

今天探討第二部分內(nèi)容：Positive Approach and Attitude

數(shù)據(jù)顯示：在面對面的溝通交流中对人，肢體語言、動作拂共、表情的影響力占了55%牺弄；語音、語調(diào)或態(tài)度占了38%的影響力宜狐，只有7%的影響力通過語言文字本身來傳達(dá)势告。通過電話的溝通中，最重要的信息傳遞是通過語言語調(diào)抚恒，占了85%的影響力咱台，而語言文字本身只占15%。所以俭驮，表達(dá)什么并不重要回溺，怎么表達(dá)才是最重要的。我想起了心理學(xué)講的框架效應(yīng)(Framing effects) 混萝。

1. Being Assertive in the support environment

There are three general styles of communication, aggressive(bossy, exclude?the other person, arrogant, intolerant, overbearing, indirect, sarcastic, manipulative, vague), passive(Indecisive and apologetic) and assertive(open, honest, direct, responsible and spontaneous)

Here are a number of techniques that may help you make the transition to a more assertive communication style:

behavior rehearsal

Behavior rehearsal is simply practicing how you want to come across. Practice a new or potentially challenging situation without thinking about it overly much, and then do it again while attempting to be more assertive. Try to trade passive or aggressive behavior patterns for more assertive ones.

using "I" statements

Part of being assertive is the ability to appropriately express your needs and feelings. You can do this by using strong "I" statements. Good "I" statements have three specific elements: the behavior, what effect it has, and how it makes you feel.

For example: "I feel angry when you interrupt me during meetings. It damages my credibility."

repeated assertion

Stay on point by ignoring manipulative side traps, argumentative baiting, and irrelevant logic. Use a level tone and work for cooperation, not intimidation.

absorbing criticism

Assertive people seek out honest negative feedback to improve communication. Acknowledge any criticism, agreeing that there may be some truth to it, but remain the judge of your own behavior. Don't get defensive or anxious when someone constructively criticizes you.

working for compromise

Take into account both your needs and the customer's, and work to find a mutually acceptable solution. Do not compromise on issues affecting your basic self-esteem, however.

2. Demonstrating Confidence

1)Confidence through self-empowerment

be active in your personal growth

Expand your skills and knowledge, perhaps by taking classes, attending workshops, and reading books on such work-related topics as presentation skills – or even books on confidence building itself. Take on tasks that require you to stretch a bit, using new skills and having to tackle new issues.

establish information-sharing networks

You can expand your available resources by establishing information-sharing networks with coworkers, supervisors, vendors, and customers. This requires building trust by showing trust, and having faith in others' abilities and intentions.

develop yourself outside of work

Volunteer jobs may provide safe ways to practice new skills – for example, doing volunteer work on a political campaign might help develop phone skills. Joining a professional organization may present growth opportunities and even expanded networks and resources.

2) "Man can alter his life by altering his thinking." – William James

enhancing your self-image

Overcoming negative self-talk – the voice of negativity and doubt inside your head – can help you focus on positive elements. Using positive affirmations– essentially saying to yourself, "I can do this" – works to program both your conscious and subconscious mind. Changing these thought patterns can change how you feel about challenging situations.

In particular, if your level of self-confidence doesn't accurately reflect your abilities, try examining your self-defeating thinking and replacing it with more realistic ideas. For example, you could make a list of your successes from time to time to remind yourself that you have what it takes.

using positive visioning

Picturing yourself functioning well in a particularly challenging situation is an effective way to bolster confidence.

Practice using a confident tone and confident language in a role play situation with a friend or coworker. Successfully navigating difficult situations in practice can make them less intimidating in real life.

3) Demonstrating confidence

Over the phone, confidence is demonstrated by

speaking with assurance

using a positive tone of voice

using available resources effectively

creating accurate documentation

admitting what you don't know without compromising confidence

identifying the next step for resolution

taking ownership

3. Disengaging from a customer

changing tone

Often you can conclude a call by signaling your intention to end with a change in tone. A deliberate pause followed by lowering your voice can indicate the end of the conversation.

being direct

Using closed-ended questions to elicit short yes-or-no answers can help lead a customer to closure. You can then tell the caller that you must close the call so you can help other customers. When you sign off, be definite, but let the customer hang up first. For example, you could say "Well, Mr. Johnson, I have other callers waiting for me. It's been a pleasure to assist you. Thanks for your call. Have a great weekend!"

asking closing questions

Closing calls with certain questions can give callers a sense of being well served while indicating your intent to wrap things up. For example, "Before I let you go, can I ask if you are planning to use our service again? If so I'd suggest checking out our website. It has some valuable coupons."

summarizing

Summarizing the call, including its ending, can be a great way to disengage. You may also have to set the expectation for the next contact. For example, "Let me summarize. Your drug discount card was not activated immediately so it expired. I've reissued the card and you should see it in the mail in about three days. You'll then have to activate it. If you have further problems, just call my direct line 1-800-555-2304. I've enjoyed helping you, Ms. Olsen."