This episode of the Public Speaking Super Powers Podcast features Carma’s interview with Rosanne D’Ausilio, a professional speaker for more than 18 years. She is the author of several books on the topic of customer service, including Wake Up Your Call Center: Humanize Your Interaction Hub and Customer Service and […]
Tag Archives: Rosanne D’Ausilio
By Featured Speaker Rosanne D’Ausilio, Ph.D.
What four letter words do we mean? Here are four:
Let’s look at ‘talk’ as an example. If I asked you, you could all talk about almost anything at a moment’s notice. In the computer in your brain, you have lots of programs–what you think, what you feel or believe about anything, even things you know absolutely nothing about! And you can go on and on about any topic. That is the good news.
However, the bad news is that this is what people call communication–and it’s only talk (or chat or blab, etc.).
Poor communication is the most frequently reported single major source of frustration in companies and in relationships today. What is communication? Simply, communication is threefold. It means that a message was sent, that it was received, and that it was understood.
Experts say that we spend approximately 80% of each day communicating, as follows: