Communication Skills and Emotional Intelligence
Fundamentals of Effective Verbal Communication
- Components of the communication process (sender, receiver, message, channel, noise).
- Tone of voice, speed, clarity, and language as communication tools.
- Paraphrasing skills to ensure understanding.
Emotional Intelligence: Understanding Self and Others
- Defining emotional intelligence and its importance in customer service.
- How to recognize and manage one’s own emotions (especially under pressure).
- Reading customer emotions through tone of voice and speech content.
Empathy and Emotional Influence
- The difference between sympathy and empathy.
- How to show genuine empathy in words.
- Using emotional influence to calm angry customers and build rapport.
Practical Applications through Role-Playing
- Role-playing to simulate different situations (angry, confused, dissatisfied customer).
- Performance analysis and immediate feedback.