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BSBCCO203A Conduct Customer Contact: Interpersonal & Communication Skills 1OF 3 CORE UNITS bsb20211 Cert II of Customer Contact “ Communicate with Real Understanding & Effectiveness”. Interpersonal & Communication Skills.

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Conduct Customer Contact:Interpersonal & Communication Skills

1OF 3 CORE UNITS bsb20211 Cert II of Customer Contact

“Communicate with Real Understanding & Effectiveness”

Interpersonal communication skills
Interpersonal & Communication Skills

  • The benefits of rapport building, listening and using clear, simple and easy to understand language

    At the end of this session you should be able to:

  • Meet agreed standards of contact through use & understanding of differing communication skills.

Build Your CommunicationSkills


  • Give Clear Directions

  • Understanding

  • Take Action

  • Accountability

Lost in translation what s going on in there conscious 4 unconscious 96
Lost in Translation - What’s going on in there? Conscious 4% Unconscious 96 %

Everyone has 2 million bytes of information per second coming through all sensory channels:

our 5 senses: seeing, hearing, feeling, tasting and smelling.

  • It takes the information and chunks it down

  • DDG’s it –

  • Filtering through “what’s important to you”

  • Your values, memories, attitudes, beliefs

  • and makes it into an internal representation (a picture) made up of a picture, sounds, feelings, smells, tastes and words you say to yourself.


  • Definition:when two or more people feel that they are in sync or on the same wavelength because they feel similar or relate well to each other.

  • Why?

    • Get on with anyone anytime

    • Minimise miscommunication

    • Resolve conflict

    • Win friends and influence people

The power of rapport building
The Power of Rapport Building

Rapport = Trust = Responsiveness

  • Have you ever met someone and felt a connection with them?

  • You felt at ease with them.

  • You may not even know what it was, but something made you trust them.

  • That feeling of ease and establishment of trust is rapport. 

  • Body language is a very important part of the process.

    Match their tone of voice and the pace at which they are speaking for starters.

    Simply reflect small instances of their body language and aspects of their speech patterns to send signals to their subconscious that you are like them.

    Don’t be obvious. Subtlety is the key. 

Listen effectively
Listen Effectively

  • For the most part, angry or dissatisfied customers (and upset friends) simply want someone to listen to their problems.

  • We can think three times faster than we can listen and that's why most people find it difficult to listen effectively.

  • We all know people who are good talkers, but we'd rather spend time with good listeners.

  • A fascinating conversationalist is a person who listens intently whilst the other is speaking.

  • Good listeners make better first impressions than good talkers.

  • 40% of people who see a doctor do so because they want someone to listen to them, not because they're ill.

Use active listening
Use 'active listening'

Listening is more than hearing!

`Active listening' is a way of encouraging others to keep talking and to be sure you understand what they are saying to you.

  • To use 'active listening' you can simply paraphrase what a person says and feed it back to them, starting with the word 'you'.

    Here's an example:

  • Mark: "My company has 1200 staff, so it's really tough to get ahead."

  • Melissa: "You're feeling really frustrated." (active listening)

  • If you're not sure that you've heard someone accurately, add the words, 'Am I right?' to the end.

    For example:

  • Melissa: "You want others to be honest with you.

    • Am I right?"

      Inception - Active Listening (Trailer)

Active listening allows others to talk because you are not giving opinions or being critical
Active listening allows others to talk because you are not giving opinions or being critical

It also means that you are not wondering what to say next!

Use Minimal Encouragers

When the other person is speaking, encourage them to keep talking by using these Minimal Encouragers: I see... Uh, huh...

Really? Tell me more...

Keep eye contact with the person

Meet their gaze for the same length of time that they meet yours.

Mirroring a person's gaze creates rapport.

Body Language: Lean towards the person as you listen

We lean away from people we don't like or who bore us.

Lean forward — show you're interested.

Don't interrupt the speaker; stick to the point

Let them finish what they're saying.


  • Tone

  • Timbre

  • Tempo

  • Volume

Intonation patterns tonality
Intonation Patterns:Tonality

In the English Language

The arrows indicate the direction of tone of voice used in the progress and then ending tone of the sentence.





Statement or Question

Bringing the tone of your voice down at the end of the question or statement adds impact.

Please have the final outline to me by Thursday lunchtime?

Would like to make our appointment for Thursday or Friday morning?


Tag question

“You are doing well with learning all of this, AREN’T YOU?”

“It is important that we all communicate clearly with one another, ISN’T IT?

Alternate Choice

“Would it more convenient for you to see me on Tuesday morning or Wednesday afternoon?”

“Do you want to start to work on the proposal before or after you make the phone call to James?

Effective Email Communication


It was great to see you while I was in Sydney. You had better send me some information so I can get a picture of what you do - so I can keep my eye open for any opportunities for you.  Look forward to seeing you again.

Hey ...!

Great to hear from you. It sounds like you have been working hard lately. I can’t wait to talk soon to hear more about what you’ve been doing!

Hi. . . If you just received an chopped off e-mail I apologise

( big fingers pressing wrong keys). I'll keep you posted on the

results. Stay in touch!


Attached is an Excel spread sheet for Strategic Spending Planning .... You will need to calculate for yourself, i.e. the categories and the sums. You may also want to keep all your receipts for how much you are spending in EVERYTHING, .... which means DETAILS (I know, details, but it is worth it -).

Once you act on it I’m sure it will make sense to you.

Conflict management
Conflict Management

  • Identify the interpersonal signs, stages and causes of conflict

  • Identify within your own workplace context the opportunities for using conflict management skills

  • Identify strategies for managing and resolving conflict

  • Negotiate to achieve agreed outcome demonstrating conflict management skills

How to Handle a Challenging Situation

  • The Agreement Frame

  • Listen fully to what they have to say (ask “What else”)

  • 2. “I appreciate your point of view”

    • “I hear what you’re saying”

    • “I respect your point of view”

  • 3. “AND”

  • 4. “At (the company), we have a policy of....”

Voice Tonality


Work-based Learning Pathway Feedback Form(completed by the learner)

Further comments:


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