Business Communications Class Week 6 Ethan Chazin


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Awesome business communications strategies, tips, and resources provided by Ethan Chazin for entrepreneurs, start-ups, small biz owners and professionals

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Business Communications Class Week 6 Ethan Chazin

  1. 1. CABCAB 0002/010002/01 BizCommsBizComms Weeks 8-9Weeks 8-9
  2. 2. • Taking & leaving messages on the telephone • Asking for repetition • Scheduling appointments • Handling complaints • Problem-solving • Making concessions • Resolving conflicts Week 8-9 Class Agenda
  3. 3. Taking & LeavingTaking & Leaving Voice MessagesVoice Messages
  4. 4. • At the beginning state your name, date, time and telephone number. • Speak slowly and be as clear as you can. • At the end re-state your name and telephone number. • Send email follow up as needed – based on the importance of the call. Voicemail Message Nirvana
  5. 5. • Ask when the person you are trying to reach will be back. • State your name, phone/cell phone number, the person that referred you to the person you are trying to reach (if applicable) and the reason for your call. • Ask them to repeat your information back to you. • Don’t be condescending. • Thank them and be sure to get their name. • Do the same if you are taking a message for someone else. Use clarifying questions. Leaving Messages With Someone
  6. 6. Gain clarity by askingGain clarity by asking for repetitionfor repetition
  7. 7. • “Can you please repeat that, so I can make sure I captured your information correctly?” • “To confirm, we agreed to meet on…” • “I’d like to repeat that to make sure I captured your information correctly…” • “I’m sorry I couldn’t hear you. Can you please repeat that?” Gain Clarity. Request Repetition
  8. 8. SchedulingScheduling AppointmentsAppointments
  9. 9. • Maintain ONE master calendar – multiple calendars lead to confusion. • Keep a 3-4 month calendar at work and your home office. • Avoid over-booking. • Give yourself time to travel to/from meetings and time to have POOST-meeting de-briefs. • Send reminders 1-2 days before highlighting the logistical details. • Send agendas. • Agree in advance who will be contacting whom. Scheduling Appointments
  10. 10. • S • X • X • X • X • X Br
  11. 11. Handling ComplaintsHandling Complaints
  12. 12. • Never interrupt someone: let them finish. • Take all of the necessary information. • Empathy goes a LOOOOONG way. • Set (manage) reasonable expectations. • Commit to a plan to resolve and report back to them. • Keep in touch, and ALWAYS deliver on your promises. • DON’T internalize their emotions. Stay clam and neutral but NOT cold. Handling Complaints
  13. 13. Creative ProblemCreative Problem SolvingSolving
  14. 14. That’s How It’sThat’s How It’s ALWAYSALWAYS BeenBeen DoneDone
  15. 15. DO IT ApproachDO IT Approach
  16. 16. DD Define the problemDefine the problem OO Open your mind & applyOpen your mind & apply creative techniquescreative techniques II Identify the SolutionIdentify the Solution TT Transform: implement theTransform: implement the solution using an action plansolution using an action plan
  17. 17. Task Owner Contribu tors Start End Contin- gencies Status 1. Find new work space for staff Carol Jackson Feb. 1 April 1 Available capacity Open 1a: Explore space in Main building Misty Beasley; Melissa Benca; Diana Nash; Paul Grayson; Emmalyn Yamrick; Rosemary Ampuero Feb. 1 Feb. 15 Available capacity 1b
  18. 18. BrainstormingBrainstorming
  19. 19. BrainwritingBrainwriting
  20. 20. The DisneyThe Disney Creative StrategyCreative Strategy
  21. 21.  DreamerDreamer  RealistRealist  CriticCritic Go through all 3Go through all 3 stagesstages
  22. 22. StarburstingStarbursting
  23. 23. StarburstingStarbursting IDEA / Issue Challenge WHO WHAT HOW WHERE WHEN WHY
  24. 24. MetaphoricalMetaphorical ThinkingThinking
  25. 25. StudentStudent ServicesServices HealthHealthWellnessWellness CareersCareers AdvisementAdvisementHousingHousing Major/minMajor/min oror
  26. 26. ProvocationProvocation
  27. 27. Attribute ListingAttribute Listing
  28. 28. Student Development Career Services Counseling Residence Life Leadership Internships Crisis Intervention Student Housing Coaching & Mentoring Self-Assessments Academic Advising Roommate Matching Employer Matching
  29. 29. Reframing MatrixReframing Matrix
  30. 30. 44 PerspectivePerspective Approach!Approach! • Product/Service Perspective: Is something WRONG with the product? • Planning Perspective: Are our business plans faulty? • Potential Perspective: If we increase our workload, projects, service offerings, how would we achieve this? • People Perspective: Do we have the right people in the right jobs?
  31. 31. ProblemProblem PerspectivePerspective:  X  X PlanningPlanning PerspectivePerspective:  X  X PotentialPotential PerspectivePerspective:  X  X PeoplePeople Perspective:Perspective:  X  X Problem Being AddressedProblem Being Addressed
  32. 32. SeekingSeeking InspirationInspiration
  33. 33. Seek Help OnlineSeek Help Online
  34. 34. Making ConcessionsMaking Concessions
  35. 35. • Avoid making the first concession whenever possible. • Label your concessions, so everyone understands what you are offering. • Demand and define reciprocity. • Make contingent concessions (Plan B, C, etc.) • Make your concessions in installments, not ALL AT ONCE. • Take classes on negotiations. Making Concessions
  36. 36. ““In life you don’t getIn life you don’t get what you deserve;what you deserve; you get what youyou get what you negotiate.”negotiate.”
  37. 37. Resolving ConflictResolving Conflict
  38. 38. • Address issues early and directly with the parties involved. • Lock onto common interests to get to a positive place where both parties are in agreement. • Focus on the issues, not the person (emotions.) • Understand the other parties’ position(s.) • Never back the other party/both parties into a corner. • Focus on the present/future leave the past. • Power differences affect conflict resolution. • Address psychological concerns and the need to “save face.” Conflict Resolution
  40. 40. Resources
  41. 41. Resources
  42. 42. Resources
  43. 43. Resources