Effective Communication

Petar Atanasovski
Devana Technologies

Friends

Team

Public Speaking

Parents

Public Speaking

=

 #1 Human Fear

It's simply not True!

Four very bad things for survival

Four very bad things for survival

In open territory with no place to hide.

Standing alone

Without a weapon

In front of a large crowd of creatures staring at you

In open territory with no place to hide.

Standing alone

Without a weapon

In front of a large crowd of creatures staring at you

Four very bad things for survival

In open territory with no place to hide.

Standing alone

Without a weapon

In front of a large crowd of creatures staring at you

Four very bad things for survival

In open territory with no place to hide.

Standing alone

Without a weapon

In front of a large crowd of creatures staring at you

Four very bad things for survival

How Steve Jobs 

did it

Pose a problem that has to be solved.

Deliver a story or statement that arouses the audience's interest. 

Offer a solution to the problem you raised.

Describe specific benefits for adopting the course of action set forth in your solution.

State a call to action.

Aristotle's classic five-point plan to create a persuasive argument

Pose a problem that has to be solved.

Deliver a story or statement that arouses the audience's interest. 

Offer a solution to the problem you raised.

Describe specific benefits for adopting the course of action set forth in your solution.

State a call to action.

Aristotle's classic five-point plan to create a persuasive argument

Pose a problem that has to be solved.

Deliver a story or statement that arouses the audience's interest. 

Offer a solution to the problem you raised.

Describe specific benefits for adopting the course of action set forth in your solution.

State a call to action.

Aristotle's classic five-point plan to create a persuasive argument

Pose a problem that has to be solved.

Deliver a story or statement that arouses the audience's interest. 

Offer a solution to the problem you raised.

Describe specific benefits for adopting the course of action set forth in your solution.

State a call to action.

Aristotle's classic five-point plan to create a persuasive argument

Aristotle's classic five-point plan to create a persuasive argument

Pose a problem that has to be solved.

Deliver a story or statement that arouses the audience's interest. 

Offer a solution to the problem you raised.

Describe specific benefits for adopting the course of action set forth in your solution.

State a call to action.

Let's practice

Pose a problem that has to be solved.

Deliver a story or statement that arouses the audience's interest. 

Offer a solution to the problem you raised.

Describe specific benefits for adopting the course of action set forth in your solution.

State a call to action.

9 elements of great presentations

 Headline

Statement

Three

Key

Messages

Analogies

Demonstration

Partner showcase

Customer evidence

Video clips

Flip charts

Teach me something new

Delivery Jaw-Dropping moments

Lighten Up

Apple Customer Service Method

Apple Customer Service Method

FEEL:  Empathize with how the customer feels in that moment, and let them know that you understand.

FELT:  Explain that you, too, once felt that way in the past.

FOUND:  Tell the customer how you found that your concern was actually incorrect.

Apple Customer Service Method

FEEL:  Empathize with how the customer feels in that moment, and let them know that you understand.

FELT:  Explain that you, too, once felt that way in the past.

FOUND:  Tell the customer how you found that your concern was actually incorrect.

Apple Customer Service Method

FEEL:  Empathize with how the customer feels in that moment, and let them know that you understand.

FELT:  Explain that you, too, once felt that way in the past.

FOUND:  Tell the customer how you found that your concern was actually incorrect.

“I can see why you’d feel that way. When I first started using it, I too felt that the app was a little complicated. But once I realized that I could just do X, I actually found it to be a lot simpler.”

Disney the HEARD Technique
for
Customer Service Recovery

HEAR : let the customer tell their entire story without interruption. Sometimes, we just want someone to listen.

EMPATHIZE : Convey that you deeply understand how the customer feels. Use phrases like “I’d be frustrated, too.”

APOLOGIZE : As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset).

Disney the HEARD Technique
for
Customer Service Recovery

HEAR : let the customer tell their entire story without interruption. Sometimes, we just want someone to listen.

EMPATHIZE : Convey that you deeply understand how the customer feels. Use phrases like “I’d be frustrated, too.”

APOLOGIZE : As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset).

Disney the HEARD Technique
for
Customer Service Recovery

HEAR : let the customer tell their entire story without interruption. Sometimes, we just want someone to listen.

EMPATHIZE : Convey that you deeply understand how the customer feels. Use phrases like “I’d be frustrated, too.”

APOLOGIZE : As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset).

Disney the HEARD Technique
for
Customer Service Recovery

APOLOGIZE : As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset).

RESOLVE : Resolve the issue quickly, or make sure that your employees are empowered to do so. Don’t be afraid to ask the customer: “what can I do to make this right?”

DIAGNOSE : Get to the bottom of why the mistake occurred, without blaming anyone; focus on fixing the process so that it doesn’t happen again.

Disney the HEARD Technique
for
Customer Service Recovery

APOLOGIZE : As long as it’s sincere, you can’t apologize enough. Even if you didn’t do whatever made them upset, you can still genuinely be apologetic for the way your customer feels (e.g., I’m always sorry that a customer feels upset).

RESOLVE : Resolve the issue quickly, or make sure that your employees are empowered to do so. Don’t be afraid to ask the customer: “what can I do to make this right?”

DIAGNOSE : Get to the bottom of why the mistake occurred, without blaming anyone; focus on fixing the process so that it doesn’t happen again.

  • Make it personal - Use customer's name
  • Make sure to say thanks for using your app.
  • Talk like they do - Avoid being formal.
  • Short simple sentences rule.
  • For feature requests, repeat their idea and relate to it if you can.
  • If you can, tell them about new features.
  • Close your email on a highlight .

A Brief Guide to a
Better Email

Questions

THANK YOU!

@AtanasovskiP

www.atanasovski.rs

petar.atanasovski@devana.rs
Devana Technologies