Mastering Verbal Communication with Customers and Stakeholders

Mastering Verbal Communication with Customers and Stakeholders

Learning Objective

At the end of the lesson, you will be able to assess how students initiate verbal communications with customers and stakeholders by telephone and face to face to ensure objectives have been met, desired outcomes achieved, and complex information relayed.

What do you already know about verbal communication with customers and stakeholders?

Understanding Verbal Communication

Verbal communication is the use of words and sounds to convey a message. It is an essential skill when interacting with customers and stakeholders.

Assessing Communication Initiatives

Use active listening and observation to gauge how students initiate verbal communications. Consider both telephone and face-to-face interactions.

Ensuring Objectives Have Been Met

Verify that students' verbal communications align with the intended objectives of the interaction, such as providing information or resolving a query.

Achieving Desired Outcomes

Evaluate if students' verbal communications lead to the desired outcomes, such as customer satisfaction or stakeholder engagement.

Relaying Complex Information

Assess the students' ability to effectively convey complex information to customers and stakeholders, ensuring clarity and understanding.

Practice Scenarios

Engage in role-play scenarios to simulate real-life customer and stakeholder interactions, allowing students to apply their verbal communication skills.

Feedback and Improvement

Provide constructive feedback to students based on their communication initiatives, and guide them in implementing improvements.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.