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Slide Notes
Start with your name and the name of your project. In some cases, a presentation will start with an attention-grabbing opening, an anecdote, a dramatic stat or fact, or a question for the audience. These devices help to engage the audience, grab everyone's attention, and establish your confidence as you get going.
Communication
Short presentation on some of the basic communication theories in relation to customer care phone service.
MORE DECKS TO EXPLORE
PRESENTATION OUTLINE
COMMUNICATION
POSITIVELY INFLUENCING YOUR CONVERSATION
Start with your name and the name of your project. In some cases, a presentation will start with an attention-grabbing opening, an anecdote, a dramatic stat or fact, or a question for the audience. These devices help to engage the audience, grab everyone's attention, and establish your confidence as you get going.
Photo by Cargo Cult
GOAL:
Improving customer satisfaction by being aware and being BLUE
Explain what the project/product/service actually is. What does it do? How does it work in very simple terms. This could be a short "elevator pitch" summary of your project so that people know exactly what project you're pitching.
Photo by Mark Blevis
Oxford dictionary:
Communication:
'The imparting or exchanging of information by speaking, writing or using some other medium'
Explain why this product/service is needed and provide some context for your project. Why is the problem worth solving?
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PAUL WATZLAWICK (1921-2007)
- One cannot NOT communicate
- Every communication has a content and relationship aspect to it
Make clear who this project/service/product is aimed at. Is it for a particular geographic audience, or a particular demographic group? Or is it for people with a particular interest (i.e. a psychographic?) Or maybe it's for people who have a particular problem or a certain need. Make clear who you are building this product/service/project for so that it's clear who will benefit from it.
Photo by Maryam Abdulghaffar مريم عبدالغفار
sender V.S. receiver
How will you make ends meet? What do you expect your primary three, five or 10 costs will be? What do you expect your primary revenue streams to look like, and how long do you expect it might take for you to get to that point? Why will people pay for your service/product and how will the value proposition differ from other products/services people are paying for?
ALBERT MEHRABIAN (1939)
What have you done in the past that has prepared you to take on this new challenge? Why are you well-suited to succeed in this venture? How will others help you, and what relevant skills/experience will they bring to the project? How will you go about building your team from here and adding necessary expertise?
OUR CHALLENGES
- We are strangers to eachother (sender-receiver)
- We can not see eachother - missing non verbal aspect
- Different cultures, customs
Fill in additional information here that will answer questions lingering in the audience. What does the competitive landscape look like? What are some obstacles you anticipate you'll have to overcome? How will your design approach distinguish your project? What unique approach/vision/ideals do you have that inform the project in progress?
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EXERCISE:
What communication skills do we have/ do we use to positively influence a conversation
What are the next steps you need to take? What are the key things you need to do to advance the project in the coming weeks and months? What is your timeline for moving forward? What does the roadmap for your project look like? What are your goals for the upcoming period?
B.Aware
B.BLUE
What amount of money, or what other kind of help would be helpful to you in advancing your project? How can people contact you afterwards to offer help?
This Month...
- Observe Colleagues
- Provide Feedback
- BIO Model • Situation • Behaviour • Impact • Outcome
- Discuss results next month
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Questions?
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