Learn about, the power of communication, seek to understand and ask the right questions communication techniques to sustain and improve results and building self confidence for corporate professionalism,
Interpersonal Skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and personal lives.
What is interpersonal Communication? what is the importance of Interpersonal Communication in the workplace and what is remote work? what are the 6 important and basic elements of Interpersonal Communication?
COMMUNICATION SKILLS - DEFINE , COMMUNICATION PROCESS, ADVANTAGES AND DISADVANTAGES , HOW TO DEVELOP COMMUNICATION SKILLS, 7C'S OF EFFECTIVE COMMUNICATION, DO'S AND DONT'S IN DEVELOPING COMMUNICATION SKILLS, TOOLS TO DEVELOP COMMUNICATION SKILLS, SCHOOL LIFE VS COMMUNICATION SKILLS, CARRIER LIFE VS COMMUNICATION SKILLS, PERSONAL LIFE VS COMMUNICATION SKILLS, MARRIAGE LIFE VS COMMUNICATION SKILLS, SOCIAL LIFE VS COMMUNICATION SKILLS. QUICK STORY ABOUT COMMUNICATION SKILLS
Interpersonal Skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and personal lives.
What is interpersonal Communication? what is the importance of Interpersonal Communication in the workplace and what is remote work? what are the 6 important and basic elements of Interpersonal Communication?
COMMUNICATION SKILLS - DEFINE , COMMUNICATION PROCESS, ADVANTAGES AND DISADVANTAGES , HOW TO DEVELOP COMMUNICATION SKILLS, 7C'S OF EFFECTIVE COMMUNICATION, DO'S AND DONT'S IN DEVELOPING COMMUNICATION SKILLS, TOOLS TO DEVELOP COMMUNICATION SKILLS, SCHOOL LIFE VS COMMUNICATION SKILLS, CARRIER LIFE VS COMMUNICATION SKILLS, PERSONAL LIFE VS COMMUNICATION SKILLS, MARRIAGE LIFE VS COMMUNICATION SKILLS, SOCIAL LIFE VS COMMUNICATION SKILLS. QUICK STORY ABOUT COMMUNICATION SKILLS
1. Introduction
2. Preparing a great Resume
3. Preparing for your Interview
4. Questions you should be able to answer
5. Communication and your Personal Brand
6. Managing nerves and Portraying Confidence
7. At the Interview
Currently, the global and the domestic automotive market is facing unprecedented competition. The breakthroughs in automotive technology from industrial revolution has changed the landscape of the industry where countries from the west, which once dominated the automotive industry are facing stiff competition from new emerging markets from the east.
The objective is to bring about improvements in all levels of the after sales operations in workshops. The growth, profitability and sustainability of the after sales dealerships are possible when the business is managed in an effective and efficient manner.
The chapters in the book covers all matters pertaining to the after sales operations, written in an easy-to-understand manner for practical and straightforward implementation across dealerships.
MATLAMAT PEKERJA & MATLAMAT SYARIKAT
MEMAHAMI PENGURUSAN
MEMBINA KEYAKINAN DIRI
KOMUNIKASI BERKESAN
KAEDAH PENYELESAIAN MASALAH & MEMBUAT KEPUTUSAN
CIRI CIRI KEPIMPINAN
Islam sebagai agama universal adalah hak sejagat semua manusia yang menghuni di muka bumi ciptaan Allah swt ini. Islam adalah cara hidup menurut acuan Allah swt , ibarat sebuah kompas yang memandu kehidupan manusia di muka bumi ini.
Apabila manusia mematuhi segala perintah dan menjauhi segala larangan Allah swt saperti mana yang termaktub dalam kitab suci Al Quran, ianya akan membawa kepada kesejahteraan dan kejayaan hidup mereka di dunia dan di akhirat. Ini adalah janji Allah swt kepada semua ciptaanNya dan sememangnya Allah swt tidak memungkiri janji.
Buku “Islam Untuk Semua” ini adalah gabungan bersama dua buah buku yang bertajuk "Mengembalikan Kepercayaan Anda", tulisan Maulana Kaleem Siddiqui dan "Jawapan kepada Pertanyaan Paling Umum yang Ditanyakan oleh Orang Bukan Islam", penulisan Dr Zakir Naik.
Kedua buah buku tersebut di susun dan di terjemahkan dalam Bahasa Melayu, khusus buat membaca di nusantara di Malaysia dan di Indonesia. Buku ini boleh digunakan untuk memanfaatkan diri sendiri dan untuk usaha dakwah sesama saudara Islam dan bukan Islam, InsyaAllah.
Isi kandungan buku ini bertujuan untuk memberikan penerangan yang jelas berkaitan Islam dengan cara yang mudah difahami dan menyakinan pembaca yang beragama
Islam dan bukan Islam. Dengan wujudnya pengertian dan kefahaman yang benar tentang Islam, maka ianya akan memudahkan penerimaan Islam, khususnya di kalangan mereka yang bukan Islam.
Apabila manusia sejagat menerima dan beramal dengan Islam, kedamaian, keharmonian dan keselamatan hidup mereka akan terserlah. Ini dengan izin Allah swt akan membawa kepada kejayaan dalam kehidupan setiap insan, di dunia dan diakhirat.
Sememangnya, pembaca akan yakin dengan kebenaran yang di nukilkan dalam buku ini, hanya apabila mereka membacanya tanpa sebarang prejudis terhadap Islam.
Selamat membaca.
Juz ke 30 dalam Al-Quran atau lebih dikenali dengan nama Juz Amma memainkan peranan yang amat penting dalam kehidupan orang-orang Islam. Surah-surah di dalam Juz inilah yang paling banyak dibaca dalam solat dan juga dalam kehidupan seharian. Surah-surahnya pendek dan mudah dihafal.
Islam as a universal religion meant for all mankind inhabiting God’s earth. It is a way of life, applicable to each and anyone and akin to a compass, guiding our lives in this world and in the hereafter.
The book Islam for All writes about “Returning Your Trust” and “Answers to Most Common Questions Asked by Non-Muslims” would enlighten Muslims and Non-Muslim on all there is to know about Islam in a simple and convincing manner. With understanding comes acceptance which gives rise to wisdom that results in peace and harmony among mankind and their bonding with God.
The truth would only surface when this book is read without prejudice.
Congratulations! You’ve finally got that break. The promotion you’ve waiting and working hard for all these years, is yours now. The rise in salary, the perks and benefits, able now to give orders and instructions and yes, you’re in command now. What a feeling!
But there is a difference now, between your job now and before. Different roles come with different sets of responsibilities. The best way to start is by reading into your new duties and responsibilities and understanding your key performance index and key responsibility areas in order to fit and in and perform your best.
Learn about, organisational structure and supervisory responsibilities, communication with others, planning process, controlling and improving on workers performance, and the maintaining of workers discipline and productivity
Learn about, building upon hospitable customer service culture, keeping customers close to you, keys to sustaining hospitable customer service culture and stress reduction techniques & maintaining self motivation
Learn about, leadership essentials, personal leadership mastery, leadership effectiveness, situational leadership, the art of influence and goal setting
Learn about, communications basics, the value of good communication skills, factors inspiring communication, the art of dynamic communication and practical guide to communication
Learn about, introduction to conflict resolution, the conflict resolution instrument, creating mutual understanding, focussing on individual needs, getting to the root cause and building a resolution,
Learn about, generating your own specific goals, making those sacrifices, changing weaknesses into strengths, commitment to self discipline, the courage to succeed and internal coaching
Learn about, the problem solving method, problem definition, generating solutions, analysing and selecting solutions, planning your next steps, recording lessons learned,
Learn about, what self confidence means to you, how does self confidence initially develop, strategies for developing self confidence, what is shyness, how to speak with self confidence, self confidence in the workplace
Welcome to the Program Your Destiny course. In this course, we will be learning the technology of personal transformation, neuroassociative conditioning (NAC) as pioneered by Tony Robbins. NAC is used to deprogram negative neuroassociations that are causing approach avoidance and instead reprogram yourself with positive neuroassociations that lead to being approach automatic. In doing so, you change your destiny, moving towards unlocking the hypersocial self within, the true self free from fear and operating from a place of personal power and love.
2. LEARNING OBJECTIVES
• Describe the importance of communication
and interpersonal skills.
• Learn how to use communication strategies to
enhance self-esteem in your workplace and
how to motivate co-workers to take on new
challenges, to strive to manage effectively and
to reach corporate goals.
3. LEARNING OBJECTIVES
• Acquire the skills on how to ask the right
questions to gather information and to check
whether your message has been understood.
• Create a win-win situation by applying human
relationship principles when dealing with
prospects and potential customers.
11. DELIVERY
• Check room, time,
equipment
• Awareness of self –
voice, body language,
confidence
• Dealing with questions
12. PRESENTATION TIPS
• Be aware of verbal
language
• Be aware of non-verbal
language
– Eye contact
– Hands/gestures
– Posture
– Face audience
– Clothes
13. OVERCOMING NERVES
• Reasons for feeling
nervous:
– Lack of experience
– Lack of preparation
– Lack of enthusiasm
– Negative self-talk
32. THE ROLE OF YOUR PEOPLE SKILLS
Your
Knowledge
15%
Your
People
Skills
85%
It is estimated
that 15% of your
success comes
from your skills
& knowledge
while 85%
comes from your
ability to connect
with other
people and gain
their trust and
respect
42. LEVELS OF LISTENING
EMPHATIC
Appreciating the other
person’s frame of
reference. It is not
necessarily agreeing with
their position, but it is
acknowledging that they
do have an opinion.
43. YOUR SCORE
A = B = C =
Mostly A’s – You are a visual communicator
Mostly B’s – You are an auditory communicator
Mostly C’s – You are a kinesthetic communicator
44. THE VISUALS – “SEE” THE WORLD
• Think by making
pictures in their mind
• Able to understand
something better if they
see it
• Appearance is very
important
45. THE AUDITORIES – ‘HEAR” THE WORLD
• Think by analyzing sound
• Get more information
from how you say things
than from what you are
saying
• Love to hear themselves
and others talk
46. THE KINETHETICS – “FEEL” THE WORLD
• Act on what they feel
• Get more information
from touch, emotions
and gut feeling
• Love to touch people
and things
48. RULES IN CONVEYING MESSAGE
1. Get ready
2. The receiver is
ready
3. Eye contact
4. Right words
5. Show what you
mean – with non-
verbal cues.
49. RULES IN CONVEYING MESSAGE
6. Repeat important
message
7. Use the right
channel
8. Avoid interruptions
9. Give chances to
ask questions
10.Follow-up – check
with the receivers.
51. FACE TO FACE COMMUNICATION
Body Language,
50%
Tone of Voice,
40%
Words, 10%
52. DELIGHTING CUSTOMER’S THROUGH “WOW” EXPERIENCE
Meeting
customer “Needs”
but does not meet
customer “Wants”
Exceeding customer
“Needs” and
meeting customer “Wants”
Exceeding
customer “Needs”
and “Wants”
OK
Satisfied
Delighted
(Wow)
SKILL NO.1: UNDERSTANDING CLIENT’S NEEDS, WANTS & DESIRES
53. Appearance:
Your body language, clothing attire and overall posture.
Personality:
Your behavior, communication skills and attitudes toward
people.
Competencies:
Your special skills fulfilling task requirements.
Differentiation:
What separates you from others and leaves a lasting
memory in the minds of others.
1. In just a few seconds and with a brief glance, a customer will evaluate who you
are based upon your appearance and personality.
2. Give the impression that you are competent, knowledgeable and professional
SKILL NO.2: CREATING A POSITIVE IMAGE WITH CLIENTS
54. S Say out greeting & name
A Ask questions
L Letting our sincere praise
A Acknowledge
M Make Advice / Make way
~ SALAM MESRA ~
HOW TO MAKE A PROPER INTRODUCTION
SKILL NO. 3 : HANDLING CLIENTS FACE-TO-FACE
55. ~ SALAM MESRA ~
M Making eye-contact
E Express feeling through “facial expressions”
S Smile, Shake hand
R Reduce your distance
A Acknowledge through nodding
HOW TO MAKE A PROPER INTRODUCTION
56. STEP 1: PUTTING YOUR BEST EAR FORWARD
a) Listen to the customer’s opening statement
b) Write down or input key points
c) Listen without interrupting
d) Show the customer you are helping your full attention
STEP 2: SAYING HELLO - THE OPENER
a) Answer by the third ring
b) Give the name of your business, your name and an opening statement or
question
c) Sound enthusiastic and be ready to help
d) Work on relationship building from the beginning of the contact.
STEP 3: BETWEEN HELLO & GOODBYE - HELPING THE CUSTOMER
a) Assure the customer you can help
b) Summarize the customer’s opening statement
c) Verbalize what you are doing
d) Put your personal touch into the contact
e) Before a lengthy pause, tell the customer what is happening
f) When putting customers on hold, explain why.
STEP 4: SAYING GOODBYE - THE CLOSER
a) Recap what you are going to do
b) Gain the customer’s acceptance and confidence
c) Ask if you can help with anything else
d) Give your name again
e) Thank the customer for calling your company
SKILL NO. 4:- HANDLING CLIENTS THROUGH THE PHONE
58. TYPES INTROVERT EXTROVERT
Facts
COMPLIANCE
(Analytical)
This customer likes to know all the
details before making a decision
Accuracy is important to them.
DOMINANCE
(Controller)
This customer likes to know the
key points and then get on with
making the decision and taking
action.
Results are important to them.
Feelings
INFLUENCE
(Supporter)
This customer likes to get to know
the people involved before making
decisions.
Good relationships are important to
them.
STEADINESS
(Enthusiast)
This customer likes the
excitement of new possibilities
and makes quick, confident
decisions based on the overall
feel of the situation.
UNDERSTANDING YOUR CLIENTS’ PERSONALITIES
KNOWING YOUR CLIENTS PERSONALITY
59. GROUP DISCUSSION
Discuss among your team members on how to handle the following customers:
DOMINANCE
INFLUENCE
STEADINESS
COMPLIANCE
60. SUGGESTED SOLUTIONS
DOMINANT
• Fast & competent
• Work discipline
INFLUENCE
• Establish relationship
STEADINESS
• Allow time for decision& provide support
COMPLIANCE
• Requires fact & figures
• Needs time to decide to avoid risk
61. 1. Handle the person first then the problem
2. Apologize
3. Show empathy
4. Find solution
5. Make recovery process
6. Offer compensation (depends on the situation)
7. Follow up
HUMAN SKILLS AND COURTESY IN HANDLING COMPLAINTS
62. DEVELOPING A PERSONAL
PROFESSIONAL IMAGE
1. Dress to suit the office environment
2. Ensure that your clothes are comfortable
to wear and made of good quality fabric.
3. Never wear clothes that are too tight for
they make a thin person look skinny and
a large person look twice as heavy.
4. Avoid trendy styles.
5. Your hairstyle should complement the
shape and features of your face. Ensure
hair is well-combed and dandruff-free.
63. DEVELOPING A PERSONAL
PROFESSIONAL IMAGE
6. Avoid sneakers, sports shoes and
jeans
7. Avoid using a strong perfume
8. Shoes should be clean, polished
and free of scuff marks.
9. Fingernails should be trimmed
and clean.
10. No visible tattoos to avoid
distraction.
64. GROOMING GUIDELINES @ MEN
1. Make sure you wear the corporate
uniform professionally.
2. Trousers should have a good straight
crease front and back and break once
only before hitting the shoe at the front
of the foot.
3. Avoid large belt buckles.
4. Ensure that the tie is properly knotted
with its tip ending at the middle of the
belt or at lease touching the top of your
belt buckle.
65. GROOMING GUIDELINES @ MEN
5. Match the colour of the shoes with
that of the trousers. The usual
business shoe colours are black or
dark brown.
6. Socks should preferably be of one
solid colour. The preferred colours are
blue, black, dark brown or grey.
7. Use a good quality pen which
contributes to a polished image.
8. Limit jewellery to an attractive watch.
66. BUSINESS CARD ETIQUETTE
Business cards are an internationally recognized means of
presenting personal contact details, so ensure you have a
plentiful supply.
- Demonstrating good business etiquette is merely a means of
presenting yourself as best you can.
- Business cards are generally exchanged at the beginning of
or at the end of an initial meeting.
- Good business etiquette requires you present the card so
the recipient’s language is face up.
Do’s Don’ts
Be prepared Don't hand out torn or worn business cards
Make it a point to hand out
business cards
Don’t hand out more than one card to a
new contact
Receive a business card properly Don’t place it in a bag, pocket or wallet
Exchange business cards
smoothly
Take advantage of free advertising
67. BUSINESS HAND SHAKE
Tips on Business Hand-Shake
• Sincere smile
• Eye contact
• Proximity
• Firm grip
• Pleasant facial expression
68. INTRODUCTORY SCENARIOS
Skills Yes No Not often
enough
1. Hand shake / greetings?
2. Exchanging business card
3. Do you look customers in the eye?
4. Do you approach them with a smile?
5. Do you ask questions that indicate
your interest in helping them?
6. Do you listen to their answers with
real interest?
7. Do you respond in such a way that they
know you understand their needs?
8. Do you try to make customers feel
important?
During introductory sessions with customers…………
69. THANK YOU
WINNING DOESN’T ALWAYS MEAN
BEING FIRST – WINNING MEANS YOU’RE
DOING BETTER THAN YOU’VE DONE
BEFORE
SUCCESS MEANS – KNOWING MORE
THAN THE OTHERS, WORKING MORE
THAN THE OTHERS & EXPECTING LESS
THAN THE OTHERS