1 What is communication?
Communication is the exchange of information. To be effective, the message must be clear and the recipient must be able to receive, process and act upon it. Ensure you understand how your customers communicate. Consider both home languages and methods of communication used by customers with disabilities or sensory impairments. Communication skills do not just happen they always requirestaff practise using attention and refinement All staff, but especially frontline staff, should understand the importance of good communication skills, and staff training should cover this.
2 Getting the wrong message
Face-to-face verbal communication covers both the words we use and the way we use them that is, tone, pitch and volume. Sometimes the words may be positive but the tone negative, and non-verbal communication, such as lack of eye contact, can also change the spokenmessage completely. Consider both verbal and non-verbal communication. Customers want staff to be interested and alert to what they are saying. Using humour can be useful, but can also be perceived by customers as aggressive and dismissive. Customers must be able to trust that personal information is confidential and be clear about their first point of contact.
3 Jargon
Avoid jargon and unnecessarily complex language when talking tocustomers, and explain any technical language without being patronising.
4 Assertiveness
Interactions with customers will vary according to circumstance, but the preffered approach is assertive communication that states your point of view and shows youunderstand theirs. Talking about sensitive issues, such as unacceptable behaviour, needs skill and patience as the best outcome is when the customer becomes a partner in solving the problem.
5 Active listening
Good listening is essential for customer service. Concentrate on what the custumer is saying, process the information as you go along, be patient and ask probing questions to clarify the meaning. If you are taking notes, jot down key words only. Finally, paraphase what has been said back to the customer to show you have been listening.
This approach will build trust and respect.
6 Open-ended questions
When talking to customers, ask both opem-ended (What? Why? How etc) and closed questions (Are...? Do...? etc).
Although time cosuming, open-ended questions encourage the free flow of information and feelings. In traininig, have staff practise using both open ended and closed questions in various scenarios.
7 Telephone talk
Answer the phone within three rings.
Have a protocol in the setting for staff taking calls, that is, how the answer the phone, do they give their name, what do they say, how do they respond to messages. This could be the customer's first contact with your setting or it could be a worried parent.
8 Day-to-day information
Find out the way customers wish to receive feedback from the day, for example, in a day-book or informal chat. Follow the customers's lead as far as you can. Be positive in your feedback and share difficulties with sensitivity. Customers may not always want to receive feedback but important issues must be disscused.
9 Formal meetings
There are many reasons for face-to-face meetings such as pre-enrolment meetings or discussing sensitive issues affecting a child. The type of meeting will affect how it is handled. Layout of furniture, privacy, avoiding excessive noise or interruptions are factors to take into account.
10 Written correspondence
Writtwn information must be simple, clear and unambiguous and able to be translated accurately. Many of tips above apply to written communication. Remember that written material can commuincate more than the message on paper. It can convey the unwritten ethos and help determine the image of the setting.
