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Communications
 

Communications

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    Communications Communications Presentation Transcript

    • EDUCATION AND TRAINING SERVICES SECTION GEORGIA DEPARTMENT OF HUMAN SERVICES DIVISION OF FAMILY AND CHILDREN SERVICES Staff Development ****************** CommunicationsDeveloped For: Georgia Division of Family and Children Services Education and Training Services Section Curriculum Developer: Denise Wells NEXT
    • COMMUNICATIONS: Objectives MODULE 3At the end of this session, you will be able to:• Discuss types of communication and determine effective ways to use each.• Describe the basic things to remember when handling telephone customers.• Describe procedures and tips to remember for handling email correspondence.HOME PREV NEXT p. 1 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 1: Effective Communication Effective communication involves relaying messages in either of the following ways: • Verbal • Nonverbal • Writing Source: Microsoft Clip Art Gallery • ListeningHOME PREV NEXT p. 2 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 1: Effective Communication When communicating verbally, be mindful of the following: • Voice tone • Use of appropriate grammar • Quality of projection • The intended outcome of the Source: Microsoft Clip Art Gallery message you are delivering.HOME PREV NEXT p. 3 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 1: Effective Communication When communicating nonverbally, be mindful of the following: • Eye contact • Body language • What others are seeing • The intended message you are Source: Microsoft Clip Art Gallery trying to deliverHOME PREV NEXT p. 4 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 1: Effective CommunicationWhen communicating in a writtenformat, take care to:• Be accurate• Be concise• Be clear• Be aware of judgments that will Source: Microsoft Clip Art Gallery be formed based on what you have writtenHOME PREV NEXT p. 5 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 1: Effective Communication When listening while others communicate, take care to: • Establish and maintain eye contact • Concentrate on the words that are being spoken • Pay attention the words the Source: Microsoft Clip Art Gallery speaker is stressing.HOME PREV NEXT p. 6 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips The next set of lessons are designed to: • Define what makes a telephone contact impressive • Define the image to project over the telephone Source: Microsoft Clip Art Gallery • Give examples of how to handle an irate caller. • Utilize tips for using voicemail and email atHOME work PREV NEXT p. 7 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips Tips for handling phones: • Smile your voice gets brighter • Sit straight up • Greet caller with enthusiasm • Do not chew gum, eat or drinkHOME PREV NEXT p. 8 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips Tips for handling phones: • Be friendly and concise • Listen and pay attention • Use simple language • Eliminate background noiseHOME PREV NEXT p. 9 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips Tips for handling phones: • Talk slower than usual – rate of speech should be one that is easy to understand • Control your voice pitch – tone and volume should be normal • Control your voice clarity – speak clearly to be heard wellHOME PREV NEXT p. 10 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips When answering calls, be sure to: • Answer calls by 2nd or 3rd ring • Identify yourself and the office or division you represent • Use an appropriate greeting: Good afternoon this is _______ in _______. How may I assist you?HOME PREV NEXT p. 11 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips When answering calls, be sure to: • Listen and be helpful • If transferring the call, be sure to let the caller know who they are being transferred to • Always ask permission before placing a caller on HOLD • Always ask permission before placing a caller on SPEAKERHOME PREV NEXT p. 12 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips When placing a call: • Identify yourself • Do not ask, “Who am I speaking with?” • Use your full name when requesting to speak with someone • State the purpose of your callHOME PREV NEXT p. 13 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 2: Telephone Tips When placing a call: • Leave a complete and concise message that includes your name, phone number, time of call and nature of call • Speak clearly and slowly when leaving a messageHOME PREV NEXT p. 14 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 3: Difficult Calls When a caller is angry or upset: • Listen carefully • Acknowledge the problem, but do not necessarily agree • Refer call to your supervisor when possible • Write down a detailed and accurate account of the call and the problem • Act quickly to resolve the issueHOME PREV NEXT p. 15 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 3: Difficult Calls When a caller is angry, DO NOT: • Argue – remain calm & professional • Blame others for the problem • Interrupt the caller • Apologize – unless it is clearly your department’s mistake • Make promisesHOME PREV NEXT p. 16 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 4: Office Awareness When communicating with internal and external clients, do not give out: • Whereabouts of the person who is out of the office • Who a person is already talking to • Who a person is meeting with • Who is in a person’s office • Why someone no longer works with theHOME organization PREV NEXT p. 17 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 5: Voicemail Tips Tips for voicemail: • Keep outgoing message updated • Listen to your own greeting to see how you sound to others • Forward calls when unavailable • Check messages often and return calls within 24 hoursHOME PREV NEXT p. 18 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 6: Taking MessagesWhen taking messages, be sure to include: • Who the message is for • Who the message is from – spell name if necessary • Leave brief, pertinent information • Whether the call is urgent • Phone number(s)HOME PREV NEXT p. 19 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 7: Email Etiquette Email communication requires handling with care. When crafting emails, be sure to do the following: • Use correct grammar and sentence structure • Refrain from using the following: • Excessive use of emoticons () – one is okay, but limit use • Casual text message lingo (i.e. u in place of the word you) • All CAPITAL LETTERS. This means you’re screaming • Use “reply” to answer an email rather than beginning a new message so that the entire communication can always be considered.HOME PREV NEXT p. 20 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 7: Email Etiquette When composing an email, be sure to: • Make message clear and concise • Fill in the “subject line” • Double check the address • Proofread message prior to pressing send • Be polite and use phrases like “please” and “thank you”HOME PREV NEXT p. 21 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 7: Email Etiquette Because email is a nonverbal in form, it requires that rules for this type of communication be used. Remember those reading your emails do not have the benefit of hearing your tone of voice nor seeing your body language. Often a well intended email has unintentionally delivered the wrong message to it’s recipient. To be sure you are sending the right message, read it aloud prior to pressing send.HOME PREV NEXT p. 22 of 24 - COMMUNICATIONS
    • COMMUNICATIONSLesson 7: Email Etiquette To see a short video presentation explaining things to think about when composing an email, click HEREHOME PREV NEXT p. 23 of 24 - COMMUNICATIONS
    • COMMUNICATION: END This is the end of the module. Click HERE to return to the main menu. MainHOME Menu PREV NEXT