3Communicating with Others
Learning Objectives
By the end of this chapter, you should be able to:
• Discuss the various factors that impact two-way communication.
• Enhance interpersonal communication through use of your verbal skills.
• Use verbal strategies to improve customer interactions.
The exact words you use are far less important than the energy, intensity, and conviction with which you use them.
THE IMPORTANCE OF EFFECTIVE INTERPERSONAL COMMUNICATION
Communication happens all day long—some of it is effective and some not so effective. As a service provider, you are charged with the responsibility ...
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