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Dump the Fillers
Fillers are those words or sounds that interrupt continuity of thought. Common ones are um, uh, er, ah, like, okay, right, and you know. The habit of using fillers in speaking is a difficult one to break but it can … Continue reading
NZ English for Newcomers
There are as many ways of speaking English as there are people who speak it. Because we aim to be understood by our listeners we must take care to speak clearly, especially to the many new New Zealanders who are … Continue reading
Sweet Talk
Tone of voice can affect the outcome of what we say more than the meaning of the words used. How often we hear that someone was upset by the tone of voice: its loudness, whining note or harshness. Tone conveys … Continue reading
From Woe to Go – Dealing with Public Speaking
It is surprising how much people fear public speaking. Here’s a simple way to deal with this if the thought of public speaking scares you. Think of public speaking as ‘conversation at large’. Draw on the confidence you feel when … Continue reading
Ninety percent of the friction of life is caused by the wrong tone of voice.
The sound of the message is itself a message that tells people a lot about you such as your: Level of calm or of frustration. Degree of interest in the person you are speaking to. Tolerance Humour Patience Determination We … Continue reading
Can you hear me? Are you listening? These are two very different questions.
Can you hear me? Relates to volume, loudness and identifying sounds. Are you listening? Goes deeper. It means are you ready to pick up sound and meaning? ‘You’re not listening’ is a chief complaint affecting good communication in the workplace. Check your listening skills … Continue reading
Relieve customer frustration by keeping them informed
Give them an estimate of the time they will have to wait Give them an understanding of why there is a delay Keep in touch with them during the waiting period Consider the feelings of telephone customers who have to … Continue reading
For customer satisfaction use the customer’s name – but which name?
Choose carefully. 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 you to use. The customer may feel offended if … Continue reading
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 … Continue reading
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 … Continue reading
