EFFECTIVE COMMUNICATION AND SERVICE BEHAVIOR...Practice the first two-minutes of your presentation. Remind yourself the audience probably won’tnotice any minor glitches. Create a

EFFECTIVE COMMUNICATION AND SERVICE BEHAVIOR

CLASS 1

Time Program Mins Anchor

8:00 – 8:05 Brief Prayer Session 5 Facilitator

8:05 – 9:45 Lecture 100 Facilitator

9:45 – 9:55 Q & A, Comments. 10 Facilitator

9:55 – 10:00 Closing/Announcements 5 Class Registrar

Order of Program

▪ Communication involves two parties.

▪ Communication is only effective when the recipient properly understands themessage.

▪ Good communication is essential for a team’s effectiveness.

EFFECTIVE COMMUNICATION

Typical Communication Model

1. Speaker encodes

3. Listener decodes

4. Listener encodes

Noise

5. Feedback goes to the

speaker

Noise

Frame of Reference

Frame of Reference

SPEAKER’S WORLD LISTENER’S WORLD

6. Speaker decodes

2. Message goes to the

listener

“A well prepared speech is already nine-tenth delivered”

Dale Carnegie

PREPARATION

Types of Communication

Based on Channel

Verbal

Oral Written

Non-verbal

Based on Style and Purpose

Formal Informal

TYPES OF COMMUNICATION

The major communication skills are;

▪ Writing

▪ Speaking

▪ Listening

▪ Questioning

▪ Non-verbal Communication: body language

DEVELOPING EFFECTIVE COMMUNICATION SKILLS

STEPS IN EFFECTIVE COMMUNICATION

▪ Clearly determine objectives

▪ Research your topic and collect relevant materials.

▪ Organise your message

▪ Spice it up with examples, stories, props, analytics etc.

▪ Deliver your message

These steps are relevant to both public speaking and interpersonal communications.

THE EXCEPTIONAL COMMUNICATOR

The Six Characteristics of Exceptional Communicators are

▪ Organized

▪ Passionate

▪ Engaging

▪ Natural

▪ Understand the Audience

▪ Practice

OPEN - UP!!!


1. Organized

Exceptional presentations don’t happen by chance. Great speakers should consistently exceed their audience’s expectations. In order to pull that off, plan ahead and embed great communication skills into what you do every day. It’s not where you start that counts but where you finish. Choose to become exceptional and then work towards that goal.


1. Organized

▪ Understand your purpose: Why am I speaking?

▪ Connect with your audience: Learn about your audience and find a way to

connect with them early on.

▪ Provide an objective

▪ Be clear and simple

▪ Stress the main point

▪ Specify the next step

2. PASSIONATE:

The Ultimate drive to be an exceptional communicator is PASSIONfor excellence and this will have a positive effect on your Posture,Gestures, Voice and Speech.


Your VoiceYour

Speech

Your

Gestures

PASSION

Your

Postures


3. ENGAGING

Ways to connect with the target audience

▪ Speak to the interests of your audience▪ Use stories, anecdotes and examples▪ Employ effective eye contact▪ Smile a lot▪ Get familiar with people’s names

▪ Integrate current events intelligently

▪ Use appropriate humour.

▪ Read your audience.

▪ And if at all feasible, get your audience physically involved.

4. NATURAL

Exceptional presenters have a natural speaking style, it’s almostlike they are engaging you in a conversation.

Being natural helps to build a strong connection with youraudience and this enhances the quality of the presentation.



4. NATURAL

Ways to efficiently Handle Q and A Sessions

▪ Retain your composure at all times.

▪ Be sensitive to your audience and respect their sentiments.

▪ Rehearse in advance.

▪ Be very certain you actually understand the question being asked. If indoubt, ask for the question again.

▪ Keep things simple.

▪ Never ever bluff.

▪ Be honest. If you don’t know the answer, ask for the opportunity to research and get back.

5. UNDERSTANDING

It’s very important to get adequate information about your audience beforemaking any presentation.

Here are some tips:

▪ Be clear on who will be attending; their roles and responsibilities.

▪ Research out what level of general background knowledge you can anticipateeveryone will have.

▪ Are you going to be talking to experts in their field or people with just a passingfamiliarity with your topic?

▪ Decide whether you need to gear your presentation towards a friendly, hostileor neutral audience.

▪ All these will influence how you prepare and structure what you present.



6. PRACTICE

Exceptional communicators get to be the way they arebecause they have practiced and improved over time. If youcan make your delivery skills and patterns second nature, thenyou can be confident those skills will not fail under pressure.

Make the practice of presentations a part of your dailyroutine.


6. PRACTICE

TIPS FOR CONSTANT PRACTICING

▪ Practice the first two-minutes of your presentation.

▪ Remind yourself the audience probably won’t notice any minor glitches.

▪ Create a cheat sheet.

▪ Break your presentation into 3-minute segments.

▪ Remember, you’re not trying to explain absolutely everything you know.

▪ Always arrive at the venue an hour early.

▪ Visualize yourself being a success.

DELIVERY

▪ Dress and appearance – make sure you look your best.

▪ Be positive – your attitude determines how you come across

to the audience

▪ Be natural – smile as often as you can

▪ Prepare visual aids

EXPERT TIPS

END OF CLASS 1

Time Program Mins Anchor

8:00 – 8:05 Brief Prayer Session 5 Facilitator

8:05 – 8:35 Class Activity 30 Facilitator

8:35 – 9:35 Lecture 60 Facilitator

9:35 – 9:55 Class Test 20 Facilitator

9:55 – 10:00 Closing/Announcements 5 Class Registrar

Order of Program

Candy and NancyCLASS ACTIVITY:

Candy and Nancy

▪ Objective: This activity is to demonstrate practical problematic situations that

requires quick thinking and emotional intelligence to resolve.

▪ Tools Required: 3 people to volunteer as cast in the role play: Sis Candy, Sis Nancy

and Bro Jackson.

▪ Instruction: Role play the story on the next slide with different participants taking

turns to act as Sis Nancy.

▪ Time: Role play: 10minutes. Comments and Debrief: 20minutes

Sis Candy rushed out of the house determined to meet praise and worship for once this Sunday. And as her custom was, she barely

had anything on. Though she quickly used the rush as an excuse in her mind. Thankfully, she got in on time to meet some part of

the worship. She had no time to pay attention to the usher trying to fix her in one of the middle rows. She quickly rushed to the

front row so that she can enjoy a full view of everything happening on stage.

Sis Nancy was still troubled with the guilt of having left her little kids at home today in order to get in church by 6:30am to serve in

the ushering department. Her silent grief was made worse when she remembered her husband’s sarcastic passing shot that she

was making her family pay for the death of Jesus when they had no hand in it. However, with the crowd pouring in, she needed to

stay focused as still being on probation, she was being watched closely by Bro Jackson, the Unit Head. She couldn’t help noticing

and being offended by a lady walking straight to the front row despite the fact that she is scantily dressed. The way she was

dressed, the fact that there was no empty seat in that front row; her probation….too many things were on the line for her to let

this go. “Why don’t people leave their rotten attitude at the front door before entering into God’s house? What do I do now?”

Assuming you are Sis Nancy, how would you manage this situation? What should Bro Jackson do?

Candy and Nancy

WHY SERVICE BEHAVIOUR?

The attitude with which you servematters to God.

It is only the labour of LOVE that Godwill not forget. (Hebrews 6:10)


Studies have shown that lasting impressionsare transmitted within the first 5 seconds of ameeting.

You never get a second chance to make a firstimpression. Therefore, you must be deliberateto leave the right impression with everyonethat you serve.


Our Service Behaviour shapes people’s relationships with the church and ultimately, this impacts their relationship with God.

WHAT IS SERVICE BEHAVIOUR ALL ABOUT?

1. It is about being empathetic in service. Seeing things from thereceiver’s perspective.

2. It is about serving with a heart of love.

3. It is about accepting the burden of responsibility to ensureutmost satisfaction of the receiver. No excuses.

SERVICE BEHAVIOUR

Dress well

•Be appropriate for the occasion•Be clean, tidy and excellent•Be modest and unrevealing

ELEMENTS OF SERVICE BEHAVIOUR

Body Language

• Smile•Posture

• Facial Expression


Communication • Be Positive• Tone of voice• Genuine• Specific/Definite• Timely Feedback• Listen Empathetically not just for facts but also for feelings• Word/Slang usage


A COMPLAINT

▪ Complaints show that the service receivers care. And if improvements are made they will likely be raving fans.

▪ Complaints must be welcome with a positive attitude. They offer you a direct opportunity to take your game to the next level

HOW TO HANDLE A COMPLAINT

A COMPLAINT (1/4)

1. Never argue with a complainer or be defensive about a complaint.

2. Listen with empathy.

3. Listen to the end.

4. Apologize to the complainer for the way they felt not necessarilyadmitting that you or your team have done something wrong.


A COMPLAINT (2/4)

5. Never apportion blame.

6. Ask questions to clarify your understanding of the complainer’s request. Take note if possible.

7. Suggest alternative solutions that may address their concern and ask for their opinions about the options.


8. Promise a realistic closure timeline if possible. If impossible, promise to act on the complaint as soon as possible.

9. Proceed to fix the immediate problem.

10. Investigate the root cause of the problem.


A COMPLAINT (4/4)

11. Proceed to fix the root cause of the problem or engage the persons who have the authority to fix it.

12. Provide feedback to the complainer explaining what is being done to prevent a re-occurrence


The 5 Whys strategy is a simple, effective tool for uncovering the root cause of a problem. Start with a problem and ask "why" it is occurring.

Make sure that your answer is grounded in fact, then ask "why" again.

Continue to ask why until you uncover the root cause of the problem.

In most cases you will get to the root cause before the 5th “Why”.

Documents

EFFECTIVE COMMUNICATION AND SERVICE BEHAVIOR...Practice the first two-minutes of your presentation. Remind yourself the audience probably won’tnotice any minor glitches. Create a