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    Elements of business skills  chapter 8 slides Elements of business skills chapter 8 slides Presentation Transcript

    • EBS Communications Chp 8, 2008
    • EBS Communications Chp 8, 2008
    • EBS Communications Chp 8, 2008
      • What was the issue faced by the couple?
      • What was the problem faced by the customer?
      What is the KEYWORD that we are going to cover in this topic?
    • COMMUNICATION COMMUNICATION
    • EBS Communications Chp 8, 2008 Chapter 8 Final Chapter Communicating with the customer
    • EBS Communications Chp 8, 2008 OBJECTIVES
      • UNDERSTAND Communication Process
      • WHY effective communication is important in an organisation and with customers
      • EXPLAIN the different types of communication skills
      • ILLUSTRATE how to use suitable communication methods for different situations
      • WHY is it important to be well-groomed when working in customer service
    • WHAT IS COMMUNICATION? (In one proper sentence) EBS Communications Chp 8, 2008 THINK- PAIR - SHARE
    • RECEIVER SENDER Message, idea, information Passed On
    • EBS Communications Chp 8, 2008 What are the most common ways or methods on how we COMMUNICATE with our classmates or people around us? Ways of Communication
    • EBS Communications Chp 8, 2008 V E R B A L
    • EBS Communications Chp 8, 2008 W R I T T E N
    • EBS Communications Chp 8, 2008 NON- V E R B A L
    • WHY WE COMMUNICATE?
      • Employees among themselves & others outside the workplace to:
      • Get work done
      • Tell others about their products and about themselves
      • Discuss new ideas
    • EBS Communications Chp 8, 2008 ACTIVITY 1 Complete the exercise on page 212 of your textbook
    • Internal & External Communication in a Business Organisation Supervisors Subordinates Colleagues Internal (Takes place within the workplace) Downward flow Upward Flow Horizontal flow
    • EBS Communications Chp 8, 2008 Communication Flow in a School (Teaching Staff) HORIZONTAL COMMUNICATION FLOW DOWNWARD COMMUNICATION FLOW UPWARD COMMUNICATION FLOW PRINCIPAL HOD MT HOD MATH HOD SCI HOD HUMANITIES VICE-PRINCIPAL HOD C&T TEACHER TEACHER TEACHER TEACHER TEACHER
    • External Communication in a Business Organisation
    • STAFF & CUSTOMERS SUPPLIERS GENERAL PUBLIC I need to communicate with the outside world!!!! Brochures Emails Letters Phonecalls Faxes Place Orders Advertisements
    • ACTIVITY 2 Complete the exercise on page 215 of your textbook
    •  
    • Importance of Effective Communication MISCOMMUNICATIONS MISUNDERSTANDING TURNING CUSTOMERS AWAY STRAINED WORKING RELATIONSHIPS TO AVOID
    • Benefits of Effective Communication IMPROVE COMPANY’S IMAGE STRONGER EXTERNAL BUSINESS RELATIONSHIP BETTER INTERNAL WORKING RELATIONSHIPS RESULTS IN
    • RECAP AND RECALL COMMUNICATION SKILLS INCLUDES
      • VERBAL SKILLS
      • NON-VERBAL SKILLS
      • LISTENING/WRITING SKILLS
      We NEED good communication skills to be EFFECTIVE employees at our workplace.
    • Verbal Communication Skills TONE OF VOICE SPEAK CLEARLY BE COURTEOUS SHORT SENTENCES
    • ACTIVITY 3 Complete the exercise on page 220 of your textbook
    • EBS Communications Chp 8, 2008 GUESS MY MOOD ? ? ? ? ? ? ? ? ?
    • Non-Verbal Communication Skills BODY LANGUAGE FACIAL EXPRESSIONS EYE CONTACT
    • EBS Communications Chp 8, 2008 GRP WORK 1 Complete the exercise on page 222 of your textbook
    • LISTENING SKILLS
      • MEETINGS
      • CONVERSATION
      • PHONECALLS
      • GROUP DISCUSSIONS
    • EBS Communications Chp 8, 2008 ASPECTS OF GOOD LISTENING SKILLS ACTIVE LISTENING ACCURATE NOTE TAKING ATTENTIVE LISTENING
    • Examples of active listening cues RIGHT I SEE OH AM I RIGHT TO SAY THAT YOU... I UNDERSTAND THAT YOU ARE UPSET WITH... WHEN DID IT HAPPEN?
    • ACTIVITY 4 Complete the exercise on page 225 of your textbook
    • Writing Skills
    • MAIN ASPECTS OF GOOD WRITING SKILLS PRESENTATION Proper Salutation Correct format/layout Clear/Neat Writing TONE Choose the right words CLARITY Simple words Short Sentences Correct Grammar & Punctuation Correct Spelling CONTENT Ensure information is complete
    • CHAPTER 8 COMMUNICATION METHODS
    • LESSON OBJECTIVES
      • Use appropriate communication methods for different
      • occasions.
      • Demonstrate skills in answering incoming telephone calls
      • effectively.
      • Demonstrate skills in taking telephone messages.
      • Demonstrate skills in making and receiving telephone calls
      • effectively.
      • Explain importance of personal grooming in customer
      • service.
    • Communication Methods Face-To-Face Written Telephone
    • Face-To-Face
      • 3 aspects of communication skills
        • verbal
        • non-verbal
        • listening
    • Face-To-Face
      • Examples of communication skills
        • Sales assistant sells merchandise to customer.
        • Bellboy receives hotel guests.
        • Tour guide leads tourists on a tour.
    • Written
      • 3 aspects of communication skills
        • In helping us remember what has been said like notices.
        • As follow-up on meetings & discussions like emails.
        • As proofs & records of business deals
        • like letters & memoranda.
    • Effective Written Communication
      • A piece of written communication contains:
        • Introduction that gives background info.
        • A body which contains main message details.
        • Conclusion that either summarises message or states clearly what reader needs to do.
        • Please refer to EBS Textbook from Page 229 to 231.
      • 95% of daily business contact come through telephone.
      • Useful for enquiries, requests & complaints.
      • Telephone calls are to be handle effectively to convey confidence & professionalism through:
        • Right content
        • Right attitude
        • Correct tone of voice
      Telephone Communication
    • TIPS FOR MAKING TELEPHONE CALLS
    • Know purpose of our call
    • Being ready with questions to be asked
    • Being courteous to caller
    • Speaking with a smile
    • If the person whom we wish to speak to is not in, we can choose to leave a CLEAR & COMPLETE MESSAGE…..
    • Leave simple message by saying our name, contact no & the call purpose
    • Avoid leaving message in a noisy environment
    • What Are Procedures for Handling Telephone Calls Effectively?
    • A Call for Mr Charlie Sales Manager - Mr Charlie Customer – Ms Lucy Receptionist – Ms Sally
    • Transferring an Incoming Call Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist
      • Answer the call by the second ring.
      • Greet the caller : ‘Good morning.’
      • Identify yourself to let the caller know the organisation he/she has reached:
      • ‘ Peanutzy Pte Ltd, Sally speaking.’
      • Ask for the caller’s name so that you can use it during the conversation to speak to him / her on a more personal basis:
      • ‘ Who may I speaking to, please?’
      • Transfer the call: ‘Please hold on Ms Lucy while I transfer your call to Mr Charlie.”
      • Transfer the call to Mr Charlie.
    • Putting an Incoming Call on Hold Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist
      • Answer the call by the second ring.
      • Greet the caller : ‘Good morning.’
      • Identify yourself to let the caller know the organisation he/she has reached:
      • ‘ Peanutzy Pte Ltd, Sally speaking.’
      • Ask for the caller’s name so that you can use it during the conversation to speak to him / her on a more personal basis:
      • ‘ Who may I speaking to, please?’
      • Transfer the call: ‘Please hold on Ms Lucy while I find out if Mr Charlie is in.’
      • Get back to caller every now and then to let her know that the line is not cut off:
      • ‘ Hi Ms Lucy, I’m afraid Mr Charlie is still on the line right now. Would you like to hold on or can I get him to return your call?’
    • Making Outgoing Local Calls Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office
    • Using a normal phone – Pick up the receiver and listen for the dial tone. Using a normal phone – Dial the telephone number. Using an extension – Dial the telephone number Using an extension – Pick up the receiver, dial 9 and listen for the dial tone . When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’ When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is Sally speaking.’
    • Handling Incoming call from a nuisance caller Sally, the receptionist, receives a nuisance call.
      • Answer the call by the second ring.
      • Greet the caller : ‘Good morning.’
      • Identify yourself to let the caller know the organisation he/she has reached:
      • ‘ Peanutzy Pte Ltd, Sally speaking.’
      • Ask for the caller’s name so that you can use it during the conversation to speak to him / her on a more personal basis:
      • ‘ Who may I speaking to, please?’
      • Unfriendly Customer made complaints. But you should be polite and not get upset even if the customer is rude : “I’m sorry, Ms Lucy. We’ll look into this matter.”
      • Thank the caller at the end of the call: ‘Thank you for letting us know about the matter.’
    • Write & Complete Telephone Message Form To:___________________________________________ Date:_______________ Time:_____________________ While you were out Mr / Miss / Mrs Of Phone   Telephoned you   Please call  Returned your call  Will call again  Wants to see you Urgent Message: _______________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ Call taken by: ______________ Date: ______________________ Time: ______________________ Name of person taking down the message Date and time of call Message Caller’s name Name of person caller wishes to speak to Caller’s company name & contact no.
    • What are 8 Principles in Handling Difficult Callers?
    • 8 Principles in Handling Difficult Callers
      • 1. Be Polite & Patient
      • 2. Listen
      • – Do Not Interrupt
    • 8 Principles in Handling Difficult Callers
      • 3. Show Interest & Concern
      • 4. Ask Questions
    • 8 Principles in Handling Difficult Callers
      • 5. Show Understanding
      • 6. Try to Help
    • 8 Principles in Handling Difficult Callers
      • 7. Assure the Caller of Assistance
      • 8. Explain to the
      • Caller what You are
      • Going to Do
      • Are there any unpleasant circumstances
      • when you meet rude customer service
      • officers or assistants?
      • How do you feel when someone is rude to
      • you? What kind of impression does he /
      • she give you?
      • Are there any pleasant circumstances
      • when you meet polite and friendly
      • customer service officers or assistants?
      • How do you feel when someone is friendly
      • and polite to you? What kind of impression
      • does he / she give you?
      Think-Pair-Share
    • LESSON OBJECTIVES
      • Importance of managing oneself well
      • Ways to be well-groomed and leave
      • a good impression on others
      PERSONAL MANAGEMENT SKILLS
    • Compare the 2 pictures…
      • Who is well-groomed?
      • Who leaves a good impression
      • in others?
      • Important aspect in customer service is
      • personal grooming.
      • Depends on communicating face-to-face,
      • appearance, work attire (smart & professional),
      • behaviours and non-verbal feedback.
      • In front line customer service, our physical
      • appearance is important as people respond to us
      • according to how we look.
      Importance of Personal Grooming
    • Ways To Be Well-Groomed
      • Take a shower to be fresh at workplace
      • Keep hair neat and clean
      • Do not fiddle with the hair
      • Brush and floss the teeth daily
      • Keep the fingernails clean
      • Dress appropriately for occasion
      • Maintain good standing, walking or sitting posture
    • Good personal grooming means being appropriately dressed, and having a neat and smart, well-groomed appearance
    • CONCLUSION
      • Use appropriate communication methods for different
      • occasions.
      • Demonstrate skills in answering incoming telephone calls
      • effectively.
      • Demonstrate skills in taking telephone messages.
      • Demonstrate skills in making and receiving telephone calls
      • effectively.
      • Explain importance of personal grooming in customer
      • service.
    • Communicate effectively and be well-groomed… THANK YOU CLASS