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Elements of business skills

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  • 1. EBS Communications Chp 8, 2008
  • 2. EBS Communications Chp 8, 2008
  • 3. EBS Communications Chp 8, 2008 1.1. What was the issue faced by the couple?What was the issue faced by the couple? 2.2. What was the problem faced by theWhat was the problem faced by the customer?customer? What is the KEYWORDKEYWORD that we are going to cover in this topic?
  • 4. EBS Communications Chp 8, 2008 Chapter 8Chapter 8 FinalFinal ChapterChapter Communicating Communicating with thewith the customer customer
  • 5. EBS Communications Chp 8, 2008 OBJECTIVES 1.1. UNDERSTANDUNDERSTAND Communication ProcessCommunication Process 2.2. WHYWHY effective communication is important in an organisationeffective communication is important in an organisation and with customersand with customers 3.3. EXPLAINEXPLAIN the different types of communication skillsthe different types of communication skills 4.4. ILLUSTRATEILLUSTRATE how to use suitable communication methods forhow to use suitable communication methods for different situationsdifferent situations 5.5. WHYWHY is it important to be well-groomed when working inis it important to be well-groomed when working in customer servicecustomer service
  • 6. EBS Communications Chp 8, 2008 WHAT IS COMMUNICATION?COMMUNICATION? (In one proper sentence)(In one proper sentence) THINK-THINK-PAIRPAIR--SHARESHARE
  • 7. RECEIVER SENDER Message, idea, information Passed On
  • 8. EBS Communications Chp 8, 2008 What are the most common ways orWhat are the most common ways or methods on how wemethods on how we COMMUNICATE withCOMMUNICATE with our classmates or people around us?our classmates or people around us? Ways ofWays of CommunicatioCommunicatio nn
  • 9. EBS Communications Chp 8, 2008 VV EE RR BB AA LL
  • 10. EBS Communications Chp 8, 2008 WW RR II TT TT EE NN
  • 11. EBS Communications Chp 8, 2008 NONNON -- VV EE RR BB AA LL
  • 12. WHY WEWHY WE COMMUNICATE?COMMUNICATE? • Employees among themselves & others outside the workplace to: 1. Get work done 2. Tell others about their products and about themselves 3. Discuss new ideas
  • 13. EBS Communications Chp 8, 2008 ACTIVITYACTIVITY 1 Complete the exercise on page 212 of your textbook
  • 14. InternalInternal && ExternalExternal Communication in aCommunication in a Business OrganisationBusiness Organisation InternalInternal (Takes place within the workplace) Downward flow Upward Flow Horizontal flow Supervisors Subordinates Colleagues
  • 15. EBS Communications Chp 8, 2008 PRINCIPAL HOD MT HOD MATH HOD SCI HOD HUMANITIES VICE-PRINCIPAL HOD C&T TEACHERTEACHERTEACHERTEACHERTEACHER Communication Flow in a SchoolCommunication Flow in a School (Teaching Staff)(Teaching Staff) HORIZONTAL COMMUNICATION FLOW DOWNWARDCOMMUNICATIONFLOW UPWARDCOMMUNICATIONFLOW
  • 16. ExternalExternal CommunicationCommunication in a Businessin a Business OrganisationOrganisation
  • 17. STAFF & CUSTOMERS SUPPLIERS GENERAL PUBLIC Brochures Emails Letters Phonecalls Faxes Place Orders Advertisements
  • 18. ACTIVITYACTIVITY 2 Complete the exercise on page 215 of your textbook
  • 19. Importance ofImportance of EffectiveEffective CommunicationCommunication MISCOMMUNICATIONS MISUNDERSTANDING TURNING CUSTOMERS AWAY STRAINED WORKING RELATIONSHIPS STRAINED WORKING RELATIONSHIPS TO AVOIDTO AVOID
  • 20. Benefits ofBenefits of EffectiveEffective CommunicationCommunication IMPROVE COMPANY’S IMAGE STRONGER EXTERNAL BUSINESSRELATIONSHIP BETTER INTERNAL WORKING BETTER INTERNAL WORKING RELATIONSHIPSRELATIONSHIPS RESULTS INRESULTS IN
  • 21. RECAP AND RECALLRECAP AND RECALL COMMUNICATION SKILLS INCLUDESCOMMUNICATION SKILLS INCLUDES 1.1. VERBAL SKILLSVERBAL SKILLS 2.2. NON-VERBAL SKILLSNON-VERBAL SKILLS 3.3. LISTENING/WRITING SKILLSLISTENING/WRITING SKILLS We NEEDNEED good communication skills to be EFFECTIVEEFFECTIVE employees at our workplace.
  • 22. VerbalVerbal CommunicationCommunication SkillsSkills TONE OF VOICE SPEAK CLEARLY BE COURTEOUS SHORT SENTENCES
  • 23. ACTIVITYACTIVITY 3 Complete the exercise on page 220 of your textbook
  • 24. EBS Communications Chp 8, 2008 GUESSMYMOODGUESSMYMOOD
  • 25. Non-VerbalNon-Verbal CommunicationCommunication SkillsSkills BODY LANGUAGE BODY LANGUAGE FACIAL EXPRESSIONS FACIAL EXPRESSIONS EYE CONTACTEYE CONTACT
  • 26. EBS Communications Chp 8, 2008 GRP WORKGRP WORK 1 Complete the exercise on page 222 of your textbook
  • 27. LISTENING SKILLS •MEETINGSMEETINGS •CONVERSATIONCONVERSATION •PHONECALLSPHONECALLS •GROUP DISCUSSIONSGROUP DISCUSSIONS
  • 28. EBS Communications Chp 8, 2008 ASPECTS OF GOOD LISTENING SKILLS ACTIVE LISTENING ACCURATE NOTE TAKING ATTENTIVEATTENTIVE LISTENINGLISTENING
  • 29. Examples of active listening cues RIGHT I SEE OH AM I RIGHT TO SAY THAT AM I RIGHT TO SAY THAT YOU...YOU... I UNDERSTAND THAT YOU I UNDERSTAND THAT YOUARE UPSET WITH... ARE UPSET WITH... WHEN DID IT HAPPEN? WHEN DID IT HAPPEN?
  • 30. ACTIVITYACTIVITY 4 Complete the exercise on page 225 of your textbook
  • 31. Writing SkillsWriting Skills
  • 32. 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 MAIN ASPECTS OF GOOD WRITING SKILLS
  • 33. CHAPTER 8
  • 34.  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.
  • 35. Communication Methods Face-To- Face Written Telephon e
  • 36. Face-To-Face 3 aspects of communication skills – verbal – non-verbal – listening
  • 37. Face-To-Face Examples of communication skills – Sales assistant sells merchandise to customer. – Bellboy receives hotel guests. – Tour guide leads tourists on a tour.
  • 38. 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.
  • 39. 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.
  • 40. • 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
  • 41. TIPS FOR MAKING TELEPHONE CALLS TIPS FOR MAKING TELEPHONE CALLS
  • 42. Know purpose ofKnow purpose of our callour call
  • 43. Being ready withBeing ready with questions to bequestions to be askedasked
  • 44. Being courteousBeing courteous to callerto caller
  • 45. Speaking with aSpeaking with a smilesmile
  • 46. If the person whom we wish toIf the person whom we wish to speak to is not in, we can choosespeak to is not in, we can choose to leave a CLEAR & COMPLETEto leave a CLEAR & COMPLETE MESSAGE…..MESSAGE…..
  • 47. Leave simple messageLeave simple message by saying our name,by saying our name, contact no & the callcontact no & the call purposepurpose
  • 48. Avoid leavingAvoid leaving message in a noisymessage in a noisy environmentenvironment
  • 49. What Are Procedures forWhat Are Procedures for Handling TelephoneHandling Telephone Calls Effectively?Calls Effectively?
  • 50. A Call for Mr CharlieA Call for Mr Charlie Sales Manager - Mr Charlie Customer – Ms Lucy Receptionist – Ms Sally
  • 51. Ms Lucy calls in to look for Mr Charlie. Her call is being transferred by Sally, the receptionist
  • 52.  Answer the call by the second ring.Answer the call by the second ring.  Greet the caller : ‘Good morning.’Greet the caller : ‘Good morning.’  Identify yourself to let the caller know theIdentify yourself to let the caller know the organisation he/she has reached:organisation he/she has reached: ‘‘Peanutzy Pte Ltd, Sally speaking.’Peanutzy Pte Ltd, Sally speaking.’  Ask for the caller’s name so that you can use itAsk for the caller’s name so that you can use it during the conversation to speak to him / her on aduring the conversation to speak to him / her on a more personal basis:more personal basis: ‘‘ Who may I speaking to, please?’Who may I speaking to, please?’  Transfer the call: ‘Please hold on Ms Lucy while I transfer yourTransfer the call: ‘Please hold on Ms Lucy while I transfer your call to Mr Charlie.”call to Mr Charlie.”  Transfer the call to Mr Charlie.Transfer the call to Mr Charlie.
  • 53. 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.Answer the call by the second ring.  Greet the caller : ‘Good morning.’Greet the caller : ‘Good morning.’  Identify yourself to let the caller know the organisationIdentify yourself to let the caller know the organisation he/she has reached:he/she has reached: ‘‘Peanutzy Pte Ltd, Sally speaking.’Peanutzy Pte Ltd, Sally speaking.’  Ask for the caller’s name so that you can use it during theAsk for the caller’s name so that you can use it during the conversation to speak to him / her on a more personalconversation to speak to him / her on a more personal basis:basis: ‘‘ Who may I speaking to, please?’Who may I speaking to, please?’  Transfer the call: ‘Please hold on Ms Lucy while I find outTransfer the call: ‘Please hold on Ms Lucy while I find out if Mr Charlie is in.’if Mr Charlie is in.’  Get back to caller every now and then to let her know thatGet back to caller every now and then to let her know that the line is not cut off:the line is not cut off: ‘‘Hi Ms Lucy, I’m afraid Mr Charlie is still on the line rightHi 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 returnnow. Would you like to hold on or can I get him to return your call?’your call?’
  • 55. Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office
  • 56. Using a normal phone – Pick up the receiver and listen forUsing a normal phone – Pick up the receiver and listen for the dial tone.the dial tone. Using a normal phone – Dial the telephone number.Using a normal phone – Dial the telephone number. Using an extension – Dial the telephone numberUsing an extension – Dial the telephone number Using an extension – Pick up the receiver, dial 9Using an extension – Pick up the receiver, dial 9 and listen for the dial toneand listen for the dial tone.. When the call is answered, ask for the person youWhen the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, maywish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is SallyI speak to Mr Charlie, please? This is Sally speaking.’speaking.’ When the call is answered, ask for the person youWhen the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, maywish to speak to and identify yourself: ‘Hello, may I speak to Mr Charlie, please? This is SallyI speak to Mr Charlie, please? This is Sally speaking.’speaking.’
  • 57. Sally, the receptionist, receives a nuisance call.
  • 58.  Answer the call by the second ring.Answer the call by the second ring.  Greet the caller : ‘Good morning.’Greet the caller : ‘Good morning.’  Identify yourself to let the caller know theIdentify yourself to let the caller know the organisation he/she has reached:organisation he/she has reached: ‘‘Peanutzy Pte Ltd, Sally speaking.’Peanutzy Pte Ltd, Sally speaking.’  Ask for the caller’s name so that you can use itAsk for the caller’s name so that you can use it during the conversation to speak to him / her on aduring the conversation to speak to him / her on a more personal basis:more personal basis: ‘‘ Who may I speaking to, please?’Who may I speaking to, please?’  Unfriendly Customer made complaints. But you should beUnfriendly Customer made complaints. But you should be polite and not get upset even if the customer is rude : “I’mpolite and not get upset even if the customer is rude : “I’m sorry, Ms Lucy. We’ll look into this matter.”sorry, Ms Lucy. We’ll look into this matter.”  Thank the caller at the end of the call: ‘Thank you forThank the caller at the end of the call: ‘Thank you for letting us know about the matter.’letting us know about the matter.’
  • 59. 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. Write & Complete Telephone Message Form
  • 60. What are 8 Principles in Handling Difficult Callers?
  • 61. 8 Principles in Handling Difficult Callers 1. Be Polite & Patient 2. Listen – Do Not Interrupt
  • 62. 8 Principles in Handling Difficult Callers 3. Show Interest & Concern 4. Ask Questions
  • 63. 8 Principles in Handling Difficult Callers 5. Show Understanding 6. Try to Help
  • 64. 8 Principles in Handling Difficult Callers 7. Assure the Caller of Assistance 8. Explain to the Caller what You are Going to Do
  • 65. • Are there any unpleasant circumstancesAre there any unpleasant circumstances when you meet rude customer servicewhen you meet rude customer service officers or assistants?officers or assistants? • How do you feel when someone is rude toHow do you feel when someone is rude to you? What kind of impression does he /you? What kind of impression does he / she give you?she give you? • Are there any pleasant circumstancesAre there any pleasant circumstances when you meet polite and friendlywhen you meet polite and friendly customer service officers or assistants?customer service officers or assistants? • How do you feel when someone is friendlyHow do you feel when someone is friendly and polite to you? What kind of impressionand polite to you? What kind of impression does he / she give you?does he / she give you?
  • 66.  Importance of managing oneself well  Ways to be well-groomed and leave a good impression on others PERSONAL MANAGEMENT SKILLS
  • 67. Compare the 2 pictures… Who is well-groomed? Who leaves a good impression in others?
  • 68.  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.
  • 69. ☺ Take a shower to be fresh at workplaceTake a shower to be fresh at workplace ☺ Keep hair neat and cleanKeep hair neat and clean ☺ Do not fiddle with the hairDo not fiddle with the hair ☺ Brush and floss the teeth dailyBrush and floss the teeth daily ☺ Keep the fingernails cleanKeep the fingernails clean ☺ Dress appropriately for occasionDress appropriately for occasion ☺ Maintain good standing, walking or sitting postureMaintain good standing, walking or sitting posture
  • 70. Good personal grooming means being appropriately dressed, and having a neat and smart, well-groomed appearance
  • 71.  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.
  • 72. Communicate effectively and be well-groomed…