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Telephone_communication.pptxTelephone_communication.pptx
1.
Telephone communication – representing the company
2.
Housekeeping › mobile phones ›
break times › toilets › emergencies © smallprint 2
3.
Workshop overview At this
workshop the following will be addressed: › answering incoming calls › making outgoing calls › using voice and paralanguage to make a good impression › handling difficult callers › managing stress associated with using the phone © smallprint 3
4.
Workshop expectations What do
you know about the topic? What do you need to know? What outcomes do you expect from this workshop? © smallprint 4
5.
Topic 1 Creating an
outstanding image How will you create the correct image? © smallprint 5
6.
The telephone –
a communication tool ‘To effectively communicate, we must realise that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.’ (Anthony Robbins) © smallprint 6
7.
Providing service Answering the
phone is a customer service role. © smallprint 7
8.
Activity © smallprint 8
9.
Topic 2 Protocols For many
clients or customers the first, or even the only, contact they have with an organisation occurs over the telephone. © smallprint 9
10.
Receiving calls –
answering protocols © smallprint 10 Organisational protocols ‘Yep, Yep, whaddaya want?’
11.
Verbal, vocal communication Body
language and facial expression cannot be seen during normal phone conversations. © smallprint 11
12.
Diction › spoken clarity ›
the clarity with which somebody pronounces words when speaking › choice of words to fit their context › a way of speaking, assessed in terms of prevailing pronunciation and elocution standards © smallprint 12
13.
Courtesy © smallprint 13 ›
excellence of manners or social conduct › polite behaviour › a respectful or considerate act or expression
14.
Listening skills Please listen
carefully © smallprint 14
15.
Questioning © smallprint 15 Listen
actively, question effectively.
16.
Transferring and escalating
calls I will transfer your call now. © smallprint 16
17.
Activity © smallprint 17
18.
Topic 3 © smallprint
18 Challenging calls Not all customers are easy to deal with.
19.
© smallprint 19 Handling
challenging customers can be a difficult undertaking.
20.
Complaints Complaints are an
organisation's lifeline. Properly handled complaints will result in happy, supportive customers/ clients. © smallprint 20
21.
Assertive responses Not all
complaints will be resolvable and not all customer/ client expectations are reasonable. Assertive – not aggressive or defensive – responses will lead to effective results. © smallprint 21
22.
Taking messages Thankyou, I
will make sure your message is passed on to the correct department. © smallprint 22
23.
Activity © smallprint 23
24.
Topic 4 © smallprint
24 Outbound calls
25.
Speak clearly –
be prepared Erm, can I speak to… erm… - oh, what’s his name…….? © smallprint 25
26.
Tone © smallprint 26 Research
indicates that the following voice characteristics, (para- language), are commonly associated with the following feelings/ meanings: Para-language Probable feeling/ meaning Monotonal speech Boredom/ disinterest Slow speed, low pitch Depression, thoughtfulness High voice, emphatic speech Enthusiasm, excitement Ascending tone Astonishment, fear Abrupt speech, loud tone Defensiveness, stress Terse speech, loud tone Anger, fear High pitch, drawn out speech Disbelief
27.
Make messages short
and clear ‘Many attempts to communicate are nullified by saying too much.’ (Robert Greenleaf) © smallprint 27
28.
Activity © smallprint 28
29.
Topic 5 © smallprint
29 Handling pressure
30.
Strategies for managing
work Don’t let the pressure get to you. There are many things you can do to make your job easier and your time more productive. © smallprint 30
31.
Make better use
of your time © smallprint 31
32.
Organise your work
space © smallprint 32
33.
Stress ‘You wake up
screaming and realise you have not fallen asleep yet.’ (Unknown) © smallprint 33
34.
Activity © smallprint 34
35.
Summary Before leaving today
please share: › 1 thing you learned › 1 new practice you will undertake at work › 1 activity you enjoyed Thankyou for your attendance and participation. © smallprint 35
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