Page 17 - CUSTOMER IS ALWAYS RIGHT WHOLE DOCUMENT

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Effective Speaking:

The aim of speaking is to get your thoughts and feelings across to your
listener….it is very relevant what you say and how you say it.

BASIC PRINCIPLES

Speak positively- this enables you to elicit a positive response.

Negative expressions can be either direct or implied.

Speak pleasantly

Be brief and concise

Speak accurately

Avoid flirting

Avoid using jargons while speaking

Assess Your Speaking Capabilities

 Does my voice sound clear, confident and relaxed?

 Do I appear enthusiastic about my message?

 Is my speed and volume acceptable?

 Is my pronunciation and articulation good?

 Do I listen carefully to questions?