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Basic Communication Skills
Communicating for Relationship
and Results
Boosting Performance & Results When & Where You Need it! Communication
We communicate in Face-to-Face
7% Words
three ways:
1. The words we use
2. The tone of voice
3. Our body language
On the Phone
14% Words
It’s not just what we say,
It’s how we say it that communicates... Body Language
Eye contact
— While talking and listening
Facial expressions
— Contains half of body movements that project meaning
Hand movement
— Gestures support our communication
Posture
— Good - communicates self confidence and engagement
— Bad - communicates lack of self confidence and non-
involvement Voice Delivery
* Voice transmits enthusiasm, energy, and
sensitivity
— Use your voice to promote engagement
— Project a willingness to be of service
— Speak clearly when providing information
or questioning Words
* Make your message as specific and as
simple as possible
— Speak in a common language
— Don’t use too much automotive jargon Making Connection
Build trust/faith
Find common ground
Match voice and tempo
Match movements and gestures
Match body posture
Remain open
Focus on listening Ask Questions to Understand
Situation questions
Problem Questions
Implication questions
Need/Payoff questions °
Why Don’t We Listen?
A lot on our minds
Interrupt far too much
Anxious to rebut or argue
Rehearsing our answer
Easily distracted
Jump to conclusions
“Write off” statements as unimportant
Bored or don’t care The Effective Listener
Makes eye contact
Exhibits affirmative head nods and appropriate facial
expressions
Avoids distracting actions or gestures suggesting
boredom
Asks questions
Paraphrases using his or her own words
Avoids interrupting
Doesn't over talk
Makes smooth transitions between the role of
speaker and listener By the Statistics
In a typical one-hour sales interaction:
* You talk 31 minutes
* You say something else 8 minutes
(small talk)
* You ask questions 9 minutes
* Customer speaks for 12 minutes
You 80% - Customer 20% !!! Non-Verbal Cues
Look at the other person - eye contact
Sit up straight
Let them complete their thoughts
Listen for the whole message Verbal Cues
Three important verbal cues:
1. Give encouraging feedback
2. Repeat when you understand
3. Rephrase when you don’t understand Turbo-Charging Communication
Stop to contextualize
Establish relationship
Keep your eye on desired result
Style awareness in speaking and listening
Allow for human response and concerns
Speak in common language
