Elevate Playbook - loop

The recipe for great communication

Communicate Clearly

Clarity

Listen

Have you ever thought of what it would be like to put yourself in another’s shoes? Effective communication revolves around seeing things from the point of view of others. Try not to be judgemental or biased by preconceived ideas or beliefs. Keep your emotions in check to enable you to better understand the emotions of others. If appropriate, offer your personal viewpoint clearly and honestly to avoid confusion. Speak with direction and confidence. If you are unclear or uncertain, others may not listen to you. If you are communicating to a large group, prepare in advance so you know exactly what to say and stay focussed on the key messages. This will ensure that you stay focused and do not miss anything important. The same applies if you are giving direction to others on tasks to be carried out. Clear and concise communication is essential to ensure colleagues understand what is required. Empathy and Understanding

Effective communication isn’t just about delivering a clear and concise message. Good listening is integral to communication; it’s all about exchange. Focus on the message being received, which means listening not only to the words being spoken but how they are being spoken and the non-verbal messages sent with them. Listening can also help ensure you know what everyone is thinking.

Customers understand what I say and have their questions answered respectfully, in a friendly way.

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To communicate well, we need to listen and understand before we respond. With customers, we need to give them our full attention so we can hear key words, topics and the information they need. When we respond, we acknowledge customers come from diverse backgrounds. We keep it simple and avoid complex language and railway jargon. We use language appropriate for the age or culture of the customer. Make sure customers can hear you and check they understand what you say.

Be friendly and warm when speaking and avoid interrupting or talking over them, even in challenging situations or when receiving a complaint. Your body language helps you communicate clearly. Use simple nods, eye contact and facial expressions to show you are listening and build rapport. Use hand gestures to emphasise directions. When we communicate clearly, we build trust and customers know they are at the centre.

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Find out more about Empathy on page 23 and 24.

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Watch the video above to find out more about how to Communicate Clearly.

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