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Hint 1
Ninety percent of life's friction is caused by the wrong tone of voice. So what to do?
If you simply want to vent annoyance then it doesn't matter what you say or how you say it. You will have achieved your goal. You may even feel better for a short time. But you might have destroyed a good working relationship and laid the ground for continuing friction. So think again.
If you want to:
- Achieve a good working relationship.
- Close a deal favourably.
- Keep good team relationships.
- Achieve goals and continue to do so.
- Persuade to a new way of thought or action.
- Let another understand how you feel.
- Achieve a positive result
- Get a win win outcome.
Listen to the sound of your voice as you speak and let it reflect a warm, positive tone.
Hint 2
For customer satisfaction use the customer’s name– but which name?
- When you use your first name don’t think the customer wants you to use his or her first name.
- Show particular courtesy in discovering which name the customer wants youto use. The customer may feel
offended if you immediately use the first name and you have then made it
difficult for the customer to correct this in a friendly way.
- Give the customer the choice of which name is preferred - the formalfamily name or informal first (given) name. If this is your first contact, show
respect by using the formal name, leaving it to the customer to correct
you.
- Ask: ‘What name would youlike me to use?’ and then note and use that name next time.
- Leave it to the customer to relax formality by saying then or later,‘Call me Tom’ or ‘Call me Chris’.
- Your personal attention to the customer’spreferred name will give customer satisfaction.
Hint 3
Remember the value of pausing.
- A short pause prepares listeners for something important which follows or it allows something to sink in which has just been heard.
- A slight pause before addressing an audience gathers attention and focus.
- Use a pause to build suspense before an announcement
- Use a pause to change the mood.
Hint 4
 Shape the message so it is easily received and remembered
Do people remember only the first part of your message? Do they forget important
information further on?
Help people listen to hear and remember all the information by following these simple guidelines:
- Keep the list short - three to five major points if possible
- Arrange the major points in logical order
- Group minor information under these major headings, again aiming for a short list
of minor points
- Announce how many points you will be giving in the announcement e.g. There are five notices this morning
- Say each point clearly and firmly, speaking at a rate that is easy to follow
- Use your voice to highlight special information e.g. Point three is particularly
important for out of town visitors, and when grouping minor points
- Summarise the numbered major points at the end.
Would you like to know more? email Melda: cpiman@xtra.co.nz
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