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Elements of business skills chapter 8 slides

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  • 1. EBS Communications Chp 8, 2008
  • 2. EBS Communications Chp 8, 2008
  • 3. 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?
  • 4. COMMUNICATION COMMUNICATION
  • 5. EBS Communications Chp 8, 2008 Chapter 8 Final Chapter Communicating with the customer
  • 6. 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
  • 7. WHAT IS COMMUNICATION? (In one proper sentence) EBS Communications Chp 8, 2008 THINK- PAIR - SHARE
  • 8. RECEIVER SENDER Message, idea, information Passed On
  • 9. 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
  • 10. EBS Communications Chp 8, 2008 V E R B A L
  • 11. EBS Communications Chp 8, 2008 W R I T T E N
  • 12. EBS Communications Chp 8, 2008 NON- V E R B A L
  • 13. 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
  • 14. EBS Communications Chp 8, 2008 ACTIVITY 1 Complete the exercise on page 212 of your textbook
  • 15. Internal & External Communication in a Business Organisation Supervisors Subordinates Colleagues Internal (Takes place within the workplace) Downward flow Upward Flow Horizontal flow
  • 16. 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
  • 17. External Communication in a Business Organisation
  • 18. STAFF & CUSTOMERS SUPPLIERS GENERAL PUBLIC I need to communicate with the outside world!!!! Brochures Emails Letters Phonecalls Faxes Place Orders Advertisements
  • 19. ACTIVITY 2 Complete the exercise on page 215 of your textbook
  • 20.  
  • 21. Importance of Effective Communication MISCOMMUNICATIONS MISUNDERSTANDING TURNING CUSTOMERS AWAY STRAINED WORKING RELATIONSHIPS TO AVOID
  • 22. Benefits of Effective Communication IMPROVE COMPANY’S IMAGE STRONGER EXTERNAL BUSINESS RELATIONSHIP BETTER INTERNAL WORKING RELATIONSHIPS RESULTS IN
  • 23. 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.
  • 24. Verbal Communication Skills TONE OF VOICE SPEAK CLEARLY BE COURTEOUS SHORT SENTENCES
  • 25. ACTIVITY 3 Complete the exercise on page 220 of your textbook
  • 26. EBS Communications Chp 8, 2008 GUESS MY MOOD ? ? ? ? ? ? ? ? ?
  • 27. Non-Verbal Communication Skills BODY LANGUAGE FACIAL EXPRESSIONS EYE CONTACT
  • 28. EBS Communications Chp 8, 2008 GRP WORK 1 Complete the exercise on page 222 of your textbook
  • 29. LISTENING SKILLS
    • MEETINGS
    • CONVERSATION
    • PHONECALLS
    • GROUP DISCUSSIONS
  • 30. EBS Communications Chp 8, 2008 ASPECTS OF GOOD LISTENING SKILLS ACTIVE LISTENING ACCURATE NOTE TAKING ATTENTIVE LISTENING
  • 31. 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?
  • 32. ACTIVITY 4 Complete the exercise on page 225 of your textbook
  • 33. Writing Skills
  • 34. 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
  • 35. CHAPTER 8 COMMUNICATION METHODS
  • 36. 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.
  • 37. Communication Methods Face-To-Face Written Telephone
  • 38. Face-To-Face
    • 3 aspects of communication skills
      • verbal
      • non-verbal
      • listening
  • 39. Face-To-Face
    • Examples of communication skills
      • Sales assistant sells merchandise to customer.
      • Bellboy receives hotel guests.
      • Tour guide leads tourists on a tour.
  • 40. 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.
  • 41. 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.
  • 42.
    • 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
  • 43. TIPS FOR MAKING TELEPHONE CALLS
  • 44. Know purpose of our call
  • 45. Being ready with questions to be asked
  • 46. Being courteous to caller
  • 47. Speaking with a smile
  • 48. If the person whom we wish to speak to is not in, we can choose to leave a CLEAR & COMPLETE MESSAGE…..
  • 49. Leave simple message by saying our name, contact no & the call purpose
  • 50. Avoid leaving message in a noisy environment
  • 51. What Are Procedures for Handling Telephone Calls Effectively?
  • 52. A Call for Mr Charlie Sales Manager - Mr Charlie Customer – Ms Lucy Receptionist – Ms Sally
  • 53. Transferring an Incoming Call Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist
  • 54.
    • 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.
  • 55. Putting an Incoming Call on Hold Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist
  • 56.
    • 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?’
  • 57. Making Outgoing Local Calls Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office
  • 58. 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.’
  • 59. Handling Incoming call from a nuisance caller Sally, the receptionist, receives a nuisance call.
  • 60.
    • 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.’
  • 61. 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.
  • 62. What are 8 Principles in Handling Difficult Callers?
  • 63. 8 Principles in Handling Difficult Callers
    • 1. Be Polite & Patient
    • 2. Listen
    • – Do Not Interrupt
  • 64. 8 Principles in Handling Difficult Callers
    • 3. Show Interest & Concern
    • 4. Ask Questions
  • 65. 8 Principles in Handling Difficult Callers
    • 5. Show Understanding
    • 6. Try to Help
  • 66. 8 Principles in Handling Difficult Callers
    • 7. Assure the Caller of Assistance
    • 8. Explain to the
    • Caller what You are
    • Going to Do
  • 67.
    • 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
  • 68. LESSON OBJECTIVES
    • Importance of managing oneself well
    • Ways to be well-groomed and leave
    • a good impression on others
    PERSONAL MANAGEMENT SKILLS
  • 69. Compare the 2 pictures…
    • Who is well-groomed?
    • Who leaves a good impression
    • in others?
  • 70.
    • 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
  • 71. 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
  • 72. Good personal grooming means being appropriately dressed, and having a neat and smart, well-groomed appearance
  • 73. 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.
  • 74. Communicate effectively and be well-groomed… THANK YOU CLASS