News: Telephone and Writing Skills
Training 'can help call centre staff deal with communication breakdowns'
26 January 2009
Clear dialogue is based on four components which must be managed in order to communicate effectively, which could be highlighted in call centre training.
Dr Jeffrey Gorbski, an experienced sales expert and faculty member at Carson-Newman College and Lincoln Memorial University, tells Sales and Marketing magazine the basic assumptions people make about language determine how effectively they can converse.
Citing philosopher Paul Grice, he says quality, quantity, relation and lucidity are the key areas which govern the way a call centre employee and a customer talk.
Dr Gorbski says when conversations begin to go wrong, staff members can assess which of these elements is causing the communication breakdown and take steps to address this.
He states: "The goal, therefore, is to find the mistake and correct it when one is still in the critical situation, whether it is a business meeting or a family meeting."
In other news, John Boe, a motivational speaker, recently claimed communication training could allow a manager to better develop their sales team.
