COMMUNICATION AND BODY LANGUAGE - OBJECTIVE OF THE TRAINING
What is communication?
Why is communication important?
Feeling of trust
Untrusty attitudes - Speaking too much and making too many remarks
Providing too many excuses regarding one issue
Elements of communication process
Types of communication - Interpersonal communication
VERBAL COMMUNICATION - EFFECTIVE LISTENING AND EFFECTIVE FEEDBACK
COMMUNICATION SKILLS AND EFFECTIVE LISTENING
The art of efficient listening
Complicated communication factors
Threatening - Always giving warnings
Going off on a tangent - Judging, criticing or blaming one
Instructing and disserting - Interpretation and diagnosis
EMOTIONAL INTELLIGENCE AND EMPATHY - WHAT IS EMOTIONAL INTELLIGENCE?
Constructs of emotional intelligence - Self-awareness
Benefits of empathy
EMOTIONAL INTELLIGENCE - EQ AND IQ
ANGER CONTROL AND STRESS MANAGEMENT - WHAT IS ANGER?
Is Anger abnormal?
Is Relief of anger (rage) good?
Examples from our everyday life
When do we get angry?
Why do we get angry?
Types of anger expression
I Language and you language
You Language and i language - drills
Things to do
What is stress?
Are All of stresses harmful?
Signs of stress
Coping with stress
Elements of body language
Difference of gestures and mimics:
INTERPRETATION OF BODY LANGUAGE
Both hands behind the head
Arms folded - Arms partly folded
Wrist gestures - Wrist locking - Leg wrist locking
Hand and arm gestures - Mouth closure - The nose touch - Chin stroking - Evaluation gesture
Neck-head scratching - Boredom gesture - Picking imaginary lint
Roof top/down hand gestures
PERSONAL AREA AND DISTANCE
Hand and nail cleaning and care
Face and mouth hygiene
Hair cleanliness and care
Bathing and armpit hygiene
CLOTHING HYGIENE AND CARE
TONE COLOR AND INTONATION - INTONATION
What is a problem?
Expectations of passengers
What we need to avoid doing
Do Not use a jargon - Gain trust
Do Not forget the humanistic side
What we need to do
When keeping passengers waiting
TIPS ON PHONE CONVERSATIONS
KEY WORDS USED ON THE PHONE
HOW IS SATISFACTION GAINED THROUGH THE PHONE?
WHAT MUST YOU DO UNDER ADVERSE CONDITIONS?
COMMUNICATION WITH SUPERORDINATES AND - SUBORDINATES AT A WORKPLACE
PASSENGER COMPLAINTS - WHAT IS A COMPLAINT?
Empathy at the time of a complaint
How do we need to response to complaints?