Commucation Skills

Communications
Flow
of formation from the sender to the receiver. But effective communications involves a tow-way flow of formation
Communication process
The
basic element in the communication process are the sender , the message and the receiver
The
Sender:- is the sales person he has some
thoughts and ideas and he wishes to communicate to the receiver The sender encodes the ideas into a message and transmits this message to the receiver The receiver :- decode the message and try to under stand what the sender intended to communicate
Factors can lead to a communication breakdown

1.
2. 3.
senders may not encode their ideas accurately receivers may not accurately decode massage accuracy of communication is affected by noise that occurs while the massage is being transmitted
Two-Way Communications
Salespeople
send messages to customers and receive feedback from customers . Customers send messages to salespeople and receive responses.
Two-Way Communications
Without
two-way communication salespeople cant determine the needs of the customers .in addition , feedback from customers is needed to determine if messages about product benefits are being received accurately .
Thus
two-way communications improves the effectiveness and accuracy of communications .
Communicating With Words

Use
concrete words & avoid abstract words. Do not assume that everyone understands you . Do not assume that you understands everything . Use words familiar to the customer .
Non-Verbal Communication Sales Aids

Face
. Eye contact . Body movement . Hands . Legs .
Assertive Communication skills
Passive People
Passive people communicate indirectly and dont say what they want . Rather they expect others to figure out what they need and give it to them .when they dont get what they want they become passive aggressive .
Passive Behavior
People
are not specific in their language . Doesnt assign accountability . Hope others will give them what they want or need . Concerned about others judge them & their action . Need to be liked .
Aggressive People
Aggressive
people dont care about the needs of others , or about how they are perceived . They certainly dont care about other peoples feeling . This type of behavior is perpetuated because , for the most part , it works ( at least in the short run ) . Other people are hesitant to take on the aggressive person because its so unpleasant .
Aggressive Behavior
Aggressive
people needs to met at any expenses . Doesnt care about the needs of others . Concerned only with their feeling . Like to be feared . Violet the others space . Use swearing abusive language . Use loud blustering voice . Pound on desks , stare . Demand what they need from others .
Passive-Aggressive People
Passive-Aggressive
people avoid direct response , but get even with other people later for real or imagined slights. this behavior is interesting because its hybrid of two other styles . passive people behave passiveaggressively when they become fed up . aggressive people behave passive-aggressively when they perceive that they cant act in their normal aggressive fashion . for instance an aggressive person who works for an aggressive boss will not tackle the boss directly , but will get even later .
Passive-Aggressive Behavior
Avoid
direct response . No response at the tome of discomfort . Then getting-even syndrome takes over . Lack of eye contact . Sarcasm . Sniping . Indirect criticism .
Assertive People
Assertive
people value everyones needs . They state what they want . But do it in away that takes into account what others need . Assertive people hold themselves and others accountable , specially to speak up . In other words assertive people believe they and others have the responsibility to ask for what they need .
Assertive Behavior
Direct , specific requests . Specific accountabilities on those requests . Stated truth . Dont accept inappropriate behavior . Allowing for corrections . Accepting accountability . Going to source of problem direct eye contact . Confident stance . Ask other what they need . Concerning about every ones need ( including Expect every one to be self accountable . Have the power pride confidence .
own )
Definitions of Assertiveness
From
Dr. Andrew Salter :
The excitatory person ( Salters preferred term of assertiveness ) is direct , responding outwardly to his environment . When confronted with a problem he takes immediate constructive action he sincerely likes people , but he doesnt care what they may think . He makes rapid decisions , and likes responsibility . Above all , the excitatory person is free of anxiety
Assertiveness
Standing up for ones rights without violating the rights of others
.

Commucation Skills

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Commucation Skills

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Communications

Sender:- is the sales person he has some

Factors can lead to a communication breakdown

two-way communications improves the effectiveness and accuracy of communications .

Communicating With Words

Non-Verbal Communication Sales Aids

. Eye contact . Body movement . Hands . Legs .

Assertive Communication skills

Dr. Andrew Salter :

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