Communication is a critical aspect of all human interaction, and it includes both verbal and nonverbal factors. A service representative’s ability to communicate effectively has an impact on everything from how information is shared and ideas are perceived to how transactions are conducted and relationships maintained. Being able to satisfy customer expectations and improve perceptions requires solid communication skills in all aspects of the job; that means with customers, the team leader, and colleagues.
Directions: First, think carefully about the general interactions you have within your current work situation in terms of communication (verbal and nonverbal) with customers, peers, and your team leader. Next, complete the following questions about that situation for each of these three areas of interaction.
I think my communication with my customers . . .
| | 1 | 2 | 3 | 4 | 5 | 6 | 7 | |
| Is accurate | | | | | | | | Is inaccurate |
| Is easily understood | | | | | | | | Is not easily understood |
| Is productive | | | | | | | | Is unproductive |
| Is cooperative | | | | | | | | Is uncooperative |
| Is relaxed | | | | | | | | Is strained |
| Reveals empathy | | | | | | | | Reveals indifference |
| Displays competence | | | | | | | | Displays incompetence |
| Creates a positive image | | | | | | | | Creates a negative image |
| Increases my credibility | | | | | | | | Decreases my credibility |
| Gets desired results | | | | | | | | Does not get desired results |
TOTAL: ________________________
I think my communication with my supervisor (team leader) . . .
| | 1 | 2 | 3 | 4 | 5 | 6 | 7 | |
| Is accurate | | | | | | | | Is inaccurate |
| Is easily understood | | | | | | | | Is not easily understood |
| Is productive | | | | | | | | Is unproductive |
| Is cooperative | | | | | | | | Is uncooperative |
| Is relaxed | | | | | | | | Is strained |
| Reveals empathy | | | | | | | | Reveals indifference |
| Displays competence | | | | | | | | Displays incompetence |
| Creates a positive image | | | | | | | | Creates a negative image |
| Increases my credibility | | | | | | | | Decreases my credibility |
| Gets desired results | | | | | | | | Does not get desired results |
TOTAL: ________________________
I think my communication with my peers (team members) . . .
| | 1 | 2 | 3 | 4 | 5 | 6 | 7 | |
| Is accurate | | | | | | | | Is inaccurate |
| Is easily understood | | | | | | | | Is not easily understood |
| Is productive | | | | | | | | Is unproductive |
| Is cooperative | | | | | | | | Is uncooperative |
| Is relaxed | | | | | | | | Is strained |
| Reveals empathy | | | | | | | | Reveals indifference |
| Displays competence | | | | | | | | Displays incompetence |
| Creates a positive image | | | | | | | | Creates a negative image |
| Increases my credibility | | | | | | | | Decreases my credibility |
| Gets desired results | | | | | | | | Does not get desired results |
TOTAL: ________________________
Scoring: Compare each of your three total scores to the following:
10–24 You have analyzed yourself as a very ineffective communicator.
25–39 You have analyzed yourself as an ineffective communicator.
40–54 You see yourself as an effective communicator.
55 or above You see yourself as a very effective communicator.
Answer the following questions:
1. In which type of communication are you most effective? Why?
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2. In which type of communication are you least effective? Why?
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3. What actions can you take to become a more effective communicator overall?
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