Communication Skills

Introduction

Communication Skills

To help make the notification experience a little easier and more consistent, we’ve developed two techniques — INFORM and ABC — to use when communicating with landowners.

To help make the notification experience a little easier and more consistent, we’ve developed two techniques — INFORM and ABC — to use when communicating with landowners.

I-N-F-O-R-M

INFORM is a handy procedure that enhances your notification skills. This type of technique and a little practice should help you feel more confident in these situations.

INTRODUCE yourself

A simple, pleasant greeting, such as “Good afternoon, I’m ______________ …” is a good way to begin a conversation. If you have a picture ID, show it to the landowner immediately.

Give the NAME of your company.

Identify who you work for as quickly as possible. Again, your ID enhances your credibility.

State the FACTS about the work to be done.

Tell people exactly what operations you plan to do along with the date and approximate time.

Mention the OBJECTIVES and benefits of Integrated Vegetation Management.

Provide reasons for the work to be done, such as providing reliable power or improving visibility along roads for drivers and pedestrians.

RESPOND to questions.

Provide answers to landowners’ questions and leave appropriate literature.

MAKE a good last impression.

Before you leave, be sure landowners know who to contact if they have any questions.

A-B-C: Acknowledge - Bridge - Communicate

Using the ABC technique can help you better address landowner concerns and is particularly helpful when answering questions.

1. Acknowledge the person’s question and/or concern.
2. Bridge statements can be used to connect Acknowledge to the Communication section.
3. Communicate your key messages.

Using the ABC technique can help you better address landowner concerns and is particularly helpful when answering questions.

1. Acknowledge the person’s question and/or concern.
2. Bridge statements can be used to connect Acknowledge to the Communication section.
3. Communicate your key messages.

Communication Skills

Communication Skills

I-N-F-O-R-M

INTRODUCE yourself

INTRODUCE yourself

Give the NAME of your company.

Give the NAME of your company.

State the FACTS about the work to be done.

State the FACTS about the work to be done.

Mention the OBJECTIVES and benefits of Integrated Vegetation Management.

Mention the OBJECTIVES and benefits of Integrated Vegetation Management.

RESPOND to questions.

RESPOND to questions.

MAKE a good last impression.

MAKE a good last impression.

A-B-C: Acknowledge - Bridge - Communicate

Related Videos

Next Up: Public Interaction

Stay Connected With Us

Communication Skills

Communication Skills

I-N-F-O-R-M

INTRODUCE yourself

Give the NAME of your company.

State the FACTS about the work to be done.

Mention the OBJECTIVES and benefits of Integrated Vegetation Management.

RESPOND to questions.

MAKE a good last impression.

A-B-C: Acknowledge - Bridge - Communicate

Related Videos

Using the INFORM Method

Next Up: Public Interaction

Stay Connected With Us