This document provides guidance on proper telephone etiquette and techniques. It discusses topics like answering the phone promptly, identifying yourself clearly, speaking with a pleasant tone, closing calls effectively, transferring calls smoothly, and managing difficult callers. The document offers best practices for various telephone tasks as well as tips for making a good first impression and leaving a positive lasting impression on callers through professional telephone skills.
This document provides guidance on proper telephone etiquette and techniques. It discusses best practices for answering calls, identifying yourself, speaking clearly with a pleasant tone, transferring calls, closing calls positively, and dealing with difficult callers. Key topics covered include making a good first impression, conversation skills, using voicemail appropriately, and handling mistakes. The overall goal is to project a positive image, be helpful to callers, and properly manage all aspects of telephone interactions.
The document outlines best practices for telephone etiquette and techniques. It discusses how to make a positive first impression, project a professional image, and use an effective telephone voice. It provides tips for greeting callers, placing calls on hold, transferring calls, answering questions, and closing calls in a polite and helpful manner. The goal is to facilitate positive interactions and build strong customer relationships over the phone.
1) Telephone etiquette is important when answering, placing, or handling business calls. It involves speaking clearly, being an active listener, treating callers with respect, and using good manners.
2) When answering calls, respond promptly, identify yourself, greet the caller enthusiastically and ask how you can help. Take messages accurately if the desired person isn't available.
3) Use courtesy, give callers your full attention without distractions, say please/thank you, apologize when needed, and follow up as agreed before ending the call politely.
This document discusses the importance of proper telephone etiquette when answering calls for a medical practice. It notes that a caller's first impression is formed in their first few seconds of contact over the phone. Using proper etiquette, such as greeting callers politely and speaking clearly, leaves callers with a favorable impression and is important for maintaining professionalism. The document provides guidance on various aspects of phone etiquette, including greeting callers, taking messages, handling difficult callers, and ending calls appropriately.
This document provides guidelines for proper telephone etiquette and procedures. It begins by outlining objectives like learning how to handle internal and external calls correctly. It then discusses standard greetings, putting callers on hold, taking messages, transferring calls and answering calls for others. Throughout, it stresses being polite, introducing yourself, giving full attention to callers and ending calls professionally. The goal is to provide excellent customer service and create a good impression.
Business etiquette refers to appropriate behavior and conventions in professional settings. It governs interactions between colleagues, managers, and clients. Maintaining good business etiquette is important for career success as it makes a positive first impression and strengthens relationships. Key aspects of business etiquette include proper phone etiquette, such as answering promptly, speaking clearly, and returning calls in a timely manner. Business etiquette also applies to in-person interactions, attire, communication styles, and conflict resolution. Mastering basic business etiquette can help individuals progress in their careers.
This document discusses the importance of proper telephone etiquette when interacting with patients and customers over the phone. It emphasizes that a person's first impression of a medical practice is formed during initial phone contact. Using a pleasant tone, introducing oneself, asking for the caller's name, and smiling can help convey friendliness even over the phone. The document provides tips for greeting callers, placing callers on hold, taking messages, and other best practices to ensure a positive customer experience.
This document discusses the importance of proper telephone etiquette when interacting with patients and customers over the phone. It emphasizes that a person's first impression of a medical practice is formed during initial phone contact. Using proper etiquette such as speaking clearly, being polite, addressing callers by name, and promptly answering or returning calls helps ensure callers have a positive experience and leaves them with a favorable view of the practice. The document provides numerous phone etiquette tips and guidelines for greeting callers, taking messages, transferring calls, and addressing rude callers or mistakes to help give callers the best possible experience.
This document provides guidance on proper telephone etiquette and techniques. It discusses best practices for answering calls, identifying yourself, speaking clearly with a pleasant tone, transferring calls, closing calls positively, and dealing with difficult callers. Key topics covered include making a good first impression, conversation skills, using voicemail appropriately, and handling mistakes. The overall goal is to project a positive image, be helpful to callers, and properly manage all aspects of telephone interactions.
The document outlines best practices for telephone etiquette and techniques. It discusses how to make a positive first impression, project a professional image, and use an effective telephone voice. It provides tips for greeting callers, placing calls on hold, transferring calls, answering questions, and closing calls in a polite and helpful manner. The goal is to facilitate positive interactions and build strong customer relationships over the phone.
1) Telephone etiquette is important when answering, placing, or handling business calls. It involves speaking clearly, being an active listener, treating callers with respect, and using good manners.
2) When answering calls, respond promptly, identify yourself, greet the caller enthusiastically and ask how you can help. Take messages accurately if the desired person isn't available.
3) Use courtesy, give callers your full attention without distractions, say please/thank you, apologize when needed, and follow up as agreed before ending the call politely.
This document discusses the importance of proper telephone etiquette when answering calls for a medical practice. It notes that a caller's first impression is formed in their first few seconds of contact over the phone. Using proper etiquette, such as greeting callers politely and speaking clearly, leaves callers with a favorable impression and is important for maintaining professionalism. The document provides guidance on various aspects of phone etiquette, including greeting callers, taking messages, handling difficult callers, and ending calls appropriately.
This document provides guidelines for proper telephone etiquette and procedures. It begins by outlining objectives like learning how to handle internal and external calls correctly. It then discusses standard greetings, putting callers on hold, taking messages, transferring calls and answering calls for others. Throughout, it stresses being polite, introducing yourself, giving full attention to callers and ending calls professionally. The goal is to provide excellent customer service and create a good impression.
Business etiquette refers to appropriate behavior and conventions in professional settings. It governs interactions between colleagues, managers, and clients. Maintaining good business etiquette is important for career success as it makes a positive first impression and strengthens relationships. Key aspects of business etiquette include proper phone etiquette, such as answering promptly, speaking clearly, and returning calls in a timely manner. Business etiquette also applies to in-person interactions, attire, communication styles, and conflict resolution. Mastering basic business etiquette can help individuals progress in their careers.
This document discusses the importance of proper telephone etiquette when interacting with patients and customers over the phone. It emphasizes that a person's first impression of a medical practice is formed during initial phone contact. Using a pleasant tone, introducing oneself, asking for the caller's name, and smiling can help convey friendliness even over the phone. The document provides tips for greeting callers, placing callers on hold, taking messages, and other best practices to ensure a positive customer experience.
This document discusses the importance of proper telephone etiquette when interacting with patients and customers over the phone. It emphasizes that a person's first impression of a medical practice is formed during initial phone contact. Using proper etiquette such as speaking clearly, being polite, addressing callers by name, and promptly answering or returning calls helps ensure callers have a positive experience and leaves them with a favorable view of the practice. The document provides numerous phone etiquette tips and guidelines for greeting callers, taking messages, transferring calls, and addressing rude callers or mistakes to help give callers the best possible experience.
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, placing calls, recognizing the caller, building rapport, listening actively, speaking politely, concluding calls, and dealing with difficult situations. The key aspects of telephone etiquette are treating all callers with respect, being helpful, using good manners, speaking clearly and with a positive tone, focusing attention on the caller, and following up to ensure issues are resolved.
This document provides guidance on proper telephone etiquette for customer service. It emphasizes that answering the phone promptly, using a friendly tone, listening actively, and avoiding phrases like "I don't know" can help create a positive customer experience. Representatives are advised to focus solely on the caller, greet them professionally, take messages completely, treat callers respectfully, and check on callers placed on hold. Maintaining good telephone skills is important for building relationships and representing a business or organization well over the phone.
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, placing calls, recognizing callers, having polite conversations, transferring calls, putting callers on hold, dealing with angry customers, and concluding calls professionally. The key aspects of telephone etiquette are being courteous, helpful, and treating all callers with respect by using an active listening approach.
Proper telephone etiquette is important to make a good first impression and maintain professionalism. Some key aspects of proper etiquette include answering calls promptly, using a friendly greeting, being courteous, listening attentively, speaking clearly, and ending calls politely. When mistakes happen, it is best to apologize, make things right, learn from the experience, and prevent recurrences.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Customer Service Excellence Programme (Telephones)DavidGMontague
The document discusses best practices for effective telephone communication in business, including answering calls professionally, transferring customers, putting customers on hold, closing conversations, and responding to complaints. It emphasizes listening to customers, taking responsibility, and focusing on solving problems rather than making excuses. The document also describes how to handle difficult "telephone caller from hell" situations.
The document provides guidance on proper telephone etiquette including speaking at an appropriate pitch and volume, clearly enunciating words, identifying yourself when answering calls, taking accurate messages, and using polite phrases. It also lists common caller complaints about poor telephone etiquette and tips for staying calm under pressure such as taking breaks, eating healthy, and keeping a positive mindset. The guidelines aim to help individuals communicate effectively and provide good customer service over the phone.
Telephone Etiquettes in Front Office Operations.pranjal joshi
The document provides guidelines for proper telephone etiquette. It recommends answering calls within three rings, identifying yourself, speaking politely, listening without interrupting, and using hold buttons appropriately. It also advises getting permission before putting callers on hold, thanking them for holding, and avoiding long hold times. The document stresses ending calls politely by answering all questions and using parting pleasantries.
The document discusses best practices for telephone skills. It states that the telephone can be a powerful business tool if used properly. It provides rules for telephone etiquette like answering promptly, using a pleasant tone, speaking clearly, listening attentively, and avoiding distractions. Specific tips are given, such as smiling while on the phone, addressing the caller by name, and repeating information back to confirm understanding. The importance of practicing telephone scenarios is also highlighted. Proper answering, taking messages, and ending calls are outlined to ensure a positive experience for all telephone interactions.
This document provides tips for professional telephone etiquette. It emphasizes that tone of voice conveys 86% of the message. Tips include smiling, stressing words, breathing, and exaggerating tone to improve inflection. It also provides scenarios to test telephone etiquette skills and guidelines for answering calls, putting customers on hold, transferring calls, ending calls, taking messages, and using voicemail appropriately. Key aspects of mobile phone etiquette and good listening skills are also outlined.
Communication Skills – Telephonic Skills.pptxssuserbb990c
This document provides guidance on developing strong telephone skills for customer service roles. It discusses important communication concepts like active listening, avoiding common customer service problems, and telephone etiquette. The document also outlines best practices for calming upset customers, such as accurately identifying problems, confirming the customer's value, summarizing discussions, and concluding by affirming the customer. Throughout, it emphasizes speaking clearly, listening fully to understand customers, and maintaining a polite, professional tone.
This document provides guidelines for proper office and telephone etiquette for employees. It discusses the importance of treating all people with respect, avoiding public criticism, maintaining privacy, appropriate phone usage including call handling, messaging and returning calls, proper manners and behaviors in the office, and using courteous language. The overall message is that courtesy, professionalism and following basic etiquette guidelines are important for any office environment.
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
This document provides guidance on email and telephone etiquette. It discusses proper etiquette for communicating via email, such as being concise, using proper grammar, and choosing an informative subject line. It also discusses etiquette for telephone communication, such as identifying yourself, stating the purpose of a call clearly and concisely, and leaving a message with your name and reason for calling if the person is unavailable. The document aims to help people communicate effectively and politely through both email and telephone.
This document provides guidelines for proper office and telephone etiquette for employees. It discusses the importance of treating all people with respect, not permitting inappropriate behaviors, maintaining confidentiality, returning calls and messages promptly, and using polite language and behaviors when interacting with clients, both in person and over the phone. Specific tips are provided around dress code, taking messages, placing callers on hold, transferring calls, and closing conversations professionally. The overall message is that courtesy, respect and following basic etiquette rules are important for maintaining positive workplace interactions and customer service.
The document provides guidance for telephone etiquette and best practices when interacting with callers. It outlines 10 things to avoid saying when on phone calls, such as making excuses for not returning calls, putting callers on hold or speakerphone without permission, or bringing up personal issues. The key advice is to be helpful, listen to callers' needs, take responsibility for issues, and avoid vague excuses or pretexts when interacting with customers over the phone.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
The telephone is perhaps one of the most helpful inventions of the eighteenth century.
Though technology has advanced over the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of making a conversation.
However, when you're speaking over the phone, there are certain barriers that come in the way which also need to be taken into consideration.
These are some basic manners that everyone in Business should follow because what you say represents you, your organization and your ideas. All of these deserve to be portrayed in the best possible manner. There are certain thumb rules that we go by in Business. As a fun activity, a group of you could do a role play for learning this.
The document discusses quality control charts and the distinction between common cause and special cause variation. It explains that quality control charts are designed to avoid false signals from common cause variation and reliably detect special cause variation. The charts have limits set so that there is about a 1% chance of falsely detecting special cause variation from common causes alone. Similarly to hypothesis testing, this 1% threshold is used to determine if a process has more variation than just common causes. Range and X-bar charts are used to monitor only common cause variation within subgroups and detect any shifts from special causes between subgroups, respectively.
The document discusses business etiquette and provides guidance on introductions, telephone etiquette, email etiquette, dining etiquette, customer service, and international etiquette. The goal is to share information to enhance communication, show respect, establish bonds, and set oneself apart from others through proper etiquette. Guidelines include a firm handshake during introductions, being positive on the telephone, using clear subject lines and complete sentences in emails, following dining etiquette rules, apologizing and resolving customer issues, and asking questions to serve customers.
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, placing calls, recognizing the caller, building rapport, listening actively, speaking politely, concluding calls, and dealing with difficult situations. The key aspects of telephone etiquette are treating all callers with respect, being helpful, using good manners, speaking clearly and with a positive tone, focusing attention on the caller, and following up to ensure issues are resolved.
This document provides guidance on proper telephone etiquette for customer service. It emphasizes that answering the phone promptly, using a friendly tone, listening actively, and avoiding phrases like "I don't know" can help create a positive customer experience. Representatives are advised to focus solely on the caller, greet them professionally, take messages completely, treat callers respectfully, and check on callers placed on hold. Maintaining good telephone skills is important for building relationships and representing a business or organization well over the phone.
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, placing calls, recognizing callers, having polite conversations, transferring calls, putting callers on hold, dealing with angry customers, and concluding calls professionally. The key aspects of telephone etiquette are being courteous, helpful, and treating all callers with respect by using an active listening approach.
Proper telephone etiquette is important to make a good first impression and maintain professionalism. Some key aspects of proper etiquette include answering calls promptly, using a friendly greeting, being courteous, listening attentively, speaking clearly, and ending calls politely. When mistakes happen, it is best to apologize, make things right, learn from the experience, and prevent recurrences.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Customer Service Excellence Programme (Telephones)DavidGMontague
The document discusses best practices for effective telephone communication in business, including answering calls professionally, transferring customers, putting customers on hold, closing conversations, and responding to complaints. It emphasizes listening to customers, taking responsibility, and focusing on solving problems rather than making excuses. The document also describes how to handle difficult "telephone caller from hell" situations.
The document provides guidance on proper telephone etiquette including speaking at an appropriate pitch and volume, clearly enunciating words, identifying yourself when answering calls, taking accurate messages, and using polite phrases. It also lists common caller complaints about poor telephone etiquette and tips for staying calm under pressure such as taking breaks, eating healthy, and keeping a positive mindset. The guidelines aim to help individuals communicate effectively and provide good customer service over the phone.
Telephone Etiquettes in Front Office Operations.pranjal joshi
The document provides guidelines for proper telephone etiquette. It recommends answering calls within three rings, identifying yourself, speaking politely, listening without interrupting, and using hold buttons appropriately. It also advises getting permission before putting callers on hold, thanking them for holding, and avoiding long hold times. The document stresses ending calls politely by answering all questions and using parting pleasantries.
The document discusses best practices for telephone skills. It states that the telephone can be a powerful business tool if used properly. It provides rules for telephone etiquette like answering promptly, using a pleasant tone, speaking clearly, listening attentively, and avoiding distractions. Specific tips are given, such as smiling while on the phone, addressing the caller by name, and repeating information back to confirm understanding. The importance of practicing telephone scenarios is also highlighted. Proper answering, taking messages, and ending calls are outlined to ensure a positive experience for all telephone interactions.
This document provides tips for professional telephone etiquette. It emphasizes that tone of voice conveys 86% of the message. Tips include smiling, stressing words, breathing, and exaggerating tone to improve inflection. It also provides scenarios to test telephone etiquette skills and guidelines for answering calls, putting customers on hold, transferring calls, ending calls, taking messages, and using voicemail appropriately. Key aspects of mobile phone etiquette and good listening skills are also outlined.
Communication Skills – Telephonic Skills.pptxssuserbb990c
This document provides guidance on developing strong telephone skills for customer service roles. It discusses important communication concepts like active listening, avoiding common customer service problems, and telephone etiquette. The document also outlines best practices for calming upset customers, such as accurately identifying problems, confirming the customer's value, summarizing discussions, and concluding by affirming the customer. Throughout, it emphasizes speaking clearly, listening fully to understand customers, and maintaining a polite, professional tone.
This document provides guidelines for proper office and telephone etiquette for employees. It discusses the importance of treating all people with respect, avoiding public criticism, maintaining privacy, appropriate phone usage including call handling, messaging and returning calls, proper manners and behaviors in the office, and using courteous language. The overall message is that courtesy, professionalism and following basic etiquette guidelines are important for any office environment.
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
This document provides guidance on email and telephone etiquette. It discusses proper etiquette for communicating via email, such as being concise, using proper grammar, and choosing an informative subject line. It also discusses etiquette for telephone communication, such as identifying yourself, stating the purpose of a call clearly and concisely, and leaving a message with your name and reason for calling if the person is unavailable. The document aims to help people communicate effectively and politely through both email and telephone.
This document provides guidelines for proper office and telephone etiquette for employees. It discusses the importance of treating all people with respect, not permitting inappropriate behaviors, maintaining confidentiality, returning calls and messages promptly, and using polite language and behaviors when interacting with clients, both in person and over the phone. Specific tips are provided around dress code, taking messages, placing callers on hold, transferring calls, and closing conversations professionally. The overall message is that courtesy, respect and following basic etiquette rules are important for maintaining positive workplace interactions and customer service.
The document provides guidance for telephone etiquette and best practices when interacting with callers. It outlines 10 things to avoid saying when on phone calls, such as making excuses for not returning calls, putting callers on hold or speakerphone without permission, or bringing up personal issues. The key advice is to be helpful, listen to callers' needs, take responsibility for issues, and avoid vague excuses or pretexts when interacting with customers over the phone.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
The telephone is perhaps one of the most helpful inventions of the eighteenth century.
Though technology has advanced over the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of making a conversation.
However, when you're speaking over the phone, there are certain barriers that come in the way which also need to be taken into consideration.
These are some basic manners that everyone in Business should follow because what you say represents you, your organization and your ideas. All of these deserve to be portrayed in the best possible manner. There are certain thumb rules that we go by in Business. As a fun activity, a group of you could do a role play for learning this.
The document discusses quality control charts and the distinction between common cause and special cause variation. It explains that quality control charts are designed to avoid false signals from common cause variation and reliably detect special cause variation. The charts have limits set so that there is about a 1% chance of falsely detecting special cause variation from common causes alone. Similarly to hypothesis testing, this 1% threshold is used to determine if a process has more variation than just common causes. Range and X-bar charts are used to monitor only common cause variation within subgroups and detect any shifts from special causes between subgroups, respectively.
The document discusses business etiquette and provides guidance on introductions, telephone etiquette, email etiquette, dining etiquette, customer service, and international etiquette. The goal is to share information to enhance communication, show respect, establish bonds, and set oneself apart from others through proper etiquette. Guidelines include a firm handshake during introductions, being positive on the telephone, using clear subject lines and complete sentences in emails, following dining etiquette rules, apologizing and resolving customer issues, and asking questions to serve customers.
1. The document discusses modal verbs in English and their uses and properties. Modal verbs such as can, may, must express abilities, obligations, permissions and other meanings.
2. Modal verbs are followed by a base verb form and don't take third person 's' endings. Negation uses "not" without "do". Many modal verbs can't be used in all tenses.
3. The document explains the meanings and uses of various modal verbs like can, may, should, must and semi-modals like have to. It provides examples and substitutes for modal verbs that can't be used in some tenses.
The Indian numbering system is used in India, Bangladesh, Nepal, and Pakistan. It is based on the Vedic numbering system and uses lakh (100,000) and crore (10,000,000) as units for large numbers. The system places commas every two digits after the hundreds place rather than every three digits. It is used in various South Asian languages like Hindi, Bengali, Punjabi, and others, with some variations in the names used for lakh and crore across languages.
This document discusses scheduling in operations management. It begins by defining scheduling and describing its benefits, then examines different types of scheduling systems for high, intermediate, and low volume production. It discusses tools for scheduling like Gantt charts and different loading and sequencing rules. The document also covers scheduling challenges, minimizing difficulties, and scheduling for service operations and cyclical industries. It provides an overview of key concepts in production and service scheduling.
This chapter outline describes statistical quality control tools including control charts. Control charts are used to detect assignable causes of variation and improve processes. The chapter will cover both variables and attributes control charts, including X-bar and R charts to monitor process means and variability. It will also discuss rational subgrouping, pattern analysis, process capability analysis and calculation of control chart performance metrics. The goal is understanding how to construct and interpret different control charts and use statistical process control tools to improve quality.
This document provides an overview of inventory management concepts. It begins with objectives of explaining key inventory terms and metrics. It then covers types and classifications of inventory based on supply chain position and purpose. Key concepts discussed include the purposes of holding inventory, inventory policies, availability metrics, inventory turnover, and average inventory calculation. Finally, it addresses different types of inventory costs including ordering, carrying, and stockout costs. The overall document serves as an introduction to inventory management principles.
This document provides an overview of supply chain management concepts. It discusses how supply chain management focuses on the total costs across the entire supply chain rather than just the initial costs. It also describes how supply chain management analyzes the flow of goods and information from the original supplier to the ultimate customer. The document outlines principles for ethical behavior in supply chain management and techniques for vendor selection and evaluation.
The document provides an overview of resource planning systems like MRP and ERP. It describes the types of demand, evolution of material planning systems, and key components and processes of MRP like inputs, outputs, objectives, bills of materials, and lot sizing rules. It also discusses how ERP builds on MRP by integrating additional business functions for a holistic view of the organization. Benefits of ERP implementation include increased information flow and ability to replace disparate systems, though implementation requires significant costs, time, and management commitment.
The document provides an overview of the Right to Information Act of India. It discusses why the act was created to promote transparency and accountability. It outlines the key aspects of the act including what information can be requested, who public authorities are, the obligations of public authorities and PIOs, exemptions to disclosure, appeal processes, and penalties. The summary focuses on the high-level purpose and structure of the act.
This document discusses models of moral decision-making. It describes five models: standards-based, principles-based, virtues-based, moral reasoning-based, and practice-based. The practice-based model involves recognizing a moral issue, gathering facts, assessing values and influences, generating solutions, consulting, acting, and reviewing. The document provides steps for applying the practice-based model, which includes recognizing an issue, identifying actors, collecting facts, testing for types of dilemmas, investigating actions, consulting, weighing impacts, and documenting decisions for review.
This document discusses research ethics and outlines key concepts. It describes two types of ethical reasoning - deductive/principle-based and inductive/case-based. The Belmont Report established three core ethical principles for research involving human subjects: respect for persons, beneficence, and justice. It also discusses past ethical issues in research like lack of informed consent and the establishment of Institutional Review Boards to protect research participants according to federal regulations. The role of the IRB is to ensure research adheres to ethical standards and sound scientific principles.
This document provides an overview of the moral theory of utilitarianism as developed by Jeremy Bentham and John Stuart Mill. It discusses key concepts of utilitarianism like consequentialism, hedonism, and the principle of utility. It covers Bentham's formulation focusing on pleasure and pain, and Mill's adjustments regarding the quality of happiness. The document also examines criticisms of utilitarianism and Mill's responses regarding issues like the compatibility of rights and utility.
1) The chapter discusses the importance of building a new venture team to help overcome the "liabilities of newness" that new companies face.
2) A new venture team includes founders, key employees, and advisors. It also involves boards of directors, boards of advisors, and professional consultants that provide guidance and advice.
3) Building an experienced and talented management team can help address the high failure rate new ventures face due to difficulties adjusting to new roles and lack of track record. Assembling a team with complementary skills and networks is important for success.
This document summarizes key aspects of management and organizations. It defines an organization as a systematic arrangement of people working together to achieve specific goals. Organizations have common characteristics like goals, structure, and people fulfilling different roles. The document then defines management as the process of getting work done efficiently and effectively through others. Management involves planning, organizing, leading, and controlling. Managers at different levels engage in different activities and fulfill various interpersonal, informational, and decisional roles. While management concepts are largely universal, some aspects may differ based on factors like the type, size, and national context of an organization.
The document provides an overview of negotiable instruments under Indian law, including promissory notes, bills of exchange, cheques, and hundis. It defines each type of instrument, outlines their key features and parties involved. Promissory notes contain an unconditional promise to pay, while bills of exchange contain an order to pay. Cheques are a type of bill of exchange drawn on a bank. Hundis are indigenous instruments governed by custom. The document educates on the regulatory framework for negotiable instruments in India.
bill of exchange,promissory note and cheque by Ms. Meenakshi for B.COM -2.pptxPremkumar Balaraman
This document compares and contrasts bills of exchange, promissory notes, and cheques as negotiable instruments under the Negotiable Instruments Act of 1881. It defines each instrument, outlines their key characteristics, and provides examples. A bill of exchange is an unconditional order in writing to pay a fixed sum of money. A promissory note contains an unconditional promise in writing to pay a certain sum of money. A cheque is a bill of exchange drawn on a bank payable on demand. The document then proceeds to compare the three instruments based on their parties, order of payment, acceptance requirements, periods, circulation, ability to be crossed, effects of mistakes, and liabilities if not presented in due course.
The document discusses different types of corporate-level strategies: concentration strategies focus resources in existing businesses; integration strategies involve horizontal or vertical expansion through acquisitions or partnerships within the same industry; and diversification strategies pursue new markets, products, industries, or technologies either related or unrelated to the core business. The strategies carry different risks, and the document will analyze when each type is most appropriate based on market conditions and a company's resources.
The document provides an overview of Debt Recovery Tribunals (DRTs) in India. Key points:
- DRTs were constituted under the Recovery of Debts Due to Banks and Financial Institutions Act to allow for faster recovery of debts compared to civil courts.
- DRTs have jurisdiction over cases where the debt owed is over Rs. 10 lakhs. They are aimed to settle cases within 180 days.
- DRTs are headed by a Presiding Officer who must be qualified as a district judge. Recovery Officers execute orders to recover debts.
- Original Applications are filed with the DRT to recover debts, along with documents as proof. Interim orders can restrain sale of assets until the
This chapter discusses strategy implementation. It examines the nature of strategy implementation and describes barriers to implementation such as poor strategy or information sharing. The chapter presents a model of strategy implementation that includes activating strategies, managing change, and achieving effectiveness through project management, resource allocation, and other elements. It emphasizes the importance of aligning resource allocation to strategy and overcoming barriers to ensure successful strategy implementation.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Structural Design Process: Step-by-Step Guide for BuildingsChandresh Chudasama
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2. 2
Objectives:
At the end of the Workshop, the participants will be
able to:
Use effective call greetings as a caller and receiver
Project Del Mar’s image in a positive manner
Practice good telephone techniques and telephone manners
Use appropriate language during telephone conversations
Speak with an effective telephone voice
Use an effective approach to handle special telephone tasks like
call transfers, taking messages, call backs, holds, interruptions,
and unintentional disconnects
Manage Difficult Calls
Learn to manage stress levels during calls
3. 3
Key Topics
Your first impression
Your voice
Tips and preparing mentally
Answer & close etiquette
Frustrations for callers
Coping with difficult people
5. 5
Etiquette Essentials From
Start to Finish
Learn the best greeting to make a
positive first impression and what it takes
to advance that first impression into a
positive lasting impression.
Taking control of the call, placing calls
on hold and transferring calls are three
seemingly simple tasks that are really
major "danger zones."
Learn how to handle these delicate
situations with phone skills etiquette in a
way that makes the interaction as pleasant
as possible for the caller. You aren't out of
the woods yet!
Even if the call is managed skillfully, all the
hard work can be quickly erased if the call
isn’t closed efficiently and positively. We'll
examine subtle and not-so-subtle habits
that can damage relationships with callers,
and then we'll conclude this session with
skills for wrapping up the call that will
leave your caller smiling.
The proper way to answer the telephone is
however your department wants you to.
Whatever your verbiage, answer in such a
way the person on the other end will not
draw a conclusion that the person who
answered is cold and aloof, and hesitates
to communicate readily.
6. 6
Today's technology allows you to handle more
customer service calls than ever before. But
when telephone personnel lack call
management skills, the only thing you get
from all that technology is the ability to serve
more people poorly. That means losing
customers - and profits. Your telephone
personality has a definite bearing on your
rating with Del Mar!
Basic Telephone Techniques
7. 7
Important First Impressions
Contrary to popular belief, treating others as you
want to be treated really isn’t the best practice
when it comes to communication styles, because it
assumes that everyone is just like YOU.
Communication is an art and mastering that art
can be the key for building stronger customer
relationships.
8. 8
Sound/Look familiar?
You can become
confident that you are
doing this part of your
work correctly if you
will practice the
proper techniques.
9. 9
Answer Promptly
Answer before the third ring if at all possible.
If you’re talking on another line or to a
person at your desk, excuse yourself,
answer the phone, permit the caller to state
his/her purpose, then tell him/her you are on
another line and ask him/her if he/she can
wait for a minute, or ask if they’d like to
leave a message.
10. 10
Identify Yourself
What should you say when you answer the phone?
Suggestion:
When answering someone’s else’s line, give the
name of the company and your name.
When answering your own line you can give
department and name at the same time and then
your name; i.e., “Del Mar College Center for
Business, Sally Mae speaking”...
12. 12
Talk with a Smile in Your Voice –
Be Courteous
Rapid speech suggests impatience;
rapid speech is difficult to follow in
face-to-face conversation,
necessitates repetition in telephone
conversations. SLOW DOWN.
Slow speech, in contrast conveys
an impression of lethargy,
forgetfulness, lack of vitality.
MAKE AN EFFORT TO QUICKEN THE
PACE.
13. 13
Talk with a Smile in Your Voice –
Be Courteous cont’
Be kind, polite, direct, enthusiastic, and speak with a strong voice.
Try to have little or no background noise, i.e. loud radio.
Don’t be too familiar.
Do not yell or talk to others in the room while you are on the
telephone.
Do not eat, drink, or chew gum while talking on the telephone.
Always have paper and pen by the telephone.
When answering the telephone and the caller did not hear your
introduction and says, “Is ______ in?” DO NOT respond
with: “Yes.” This is confusing to the caller. Instead, answer
by saying, “This is he/she” or “Speaking.”
14. 14
Close the Call Correctly
When the conversation is completed, what
do you do?
Make sure that the caller has no more
queries
Use “Goodbye, thank your for calling,” or
some other appropriate closing to indicate
the conversation is ended.
Let the caller put down the receiver first
so they don't feel you have cut them off.
15. 15
Transfer Calls Quickly
and Correctly.
Correct transfer of a call requires the one
who answers the telephone to get
adequate information for correct referral.
When a call must be transferred, the most
desirable procedure is to tell the caller to
whom he/she will be transferred, “I’ll give
you Ms Brown; she handles those matters;
just a moment, please.”
Be sure you are transferring the caller to
the proper person or department.
16. 16
Handle the Instrument Correctly
Do not hold the instrument with the mouthpiece
cupped in the hand. Hold the instrument by the
“handle.”
Do not put the receiver on its side on the desk.
Muffle the microphone with the palm of the hand,
not the finger tips, if you need to make any vocal
aside during the conversation.
17. 17
Conversation Techniques
(1)Development of CONFIDENCE in handling even difficult telephone calls; (2 ) the recording
of important points of a call; and (3) the use of good communication patterns.
Assume and keep the initiative in conversations.
When you answer -
Your response, won’t stop at, “No, he/she isn’t here.” It will extend to:
“He/she isn’t here.” “May I help you?”
or
“May I have him/her call you?”
or
“Ms Brown is out of “Shall I take a message?”
the office.”
or
“Perhaps Mr./Ms X can help you.”
or
“Can someone else help you?”
18. 18
What You Mean: Tell the Caller:
"He/She is out."
"He/She is not in the office at the moment. Would you like
to leave a message on his/her voicemail?"
"I don't know where he/she is."
"He/She has stepped out of the office. Would you like to
leave a message on his/her voicemail?"
"He/She is in the men's/ladies room."
"He/She has stepped out of the office. Would you like to
leave a message on his/her voicemail?"
"He/She hasn't come in yet."
"I expect him/her shortly. Would you like to leave a message
on his/her voicemail?"
"She/He took the day off."
"She/He is out of the office for the day. Can someone else
help you or would you like her/his voicemail?"
"He/She doesn't want to be disturbed."
"He/She is unavailable at the moment. Would you like to
leave a message on his/her voicemail?"
"She is busy"
"She is unavailable at the moment. Would you like to leave
a message on his/her voicemail?"
Conversation Techniques
Acceptable Responses
19. 19
Conversation Techniques
Acceptable Responses Cont’
To answer, lamely, a caller’s question with, “No, I don’t know,” suggests what?
But to say, “No, I’m sorry I don’t know, but...
“Mr./Ms X may have an answer for that problem. Shall I transfer you to him/her.
or
“If you would like to ‘hold’ for a minute, I’ll get Mr./Ms X to see if they have an
answer for you.”
These comments at least suggest to the caller that you are interested in trying to
help.
Do you want the name of the caller? Then try: “May I tell him/her who called?”
“I’m sure Mr./Ms X would like to know who has called.”
“When he/she returns, may I tell him/her who called?”
20. 20
Conversation Techniques
When Leaving the Line
When you need to leave the line during a conversation:
Say how long it will take, and then:
Ask your caller if he/she will hold the line, or if he/she would
prefer that you take a message.
“Check in” with your caller if you have to be away from the line
for more than a minute, with “It will take me a few minutes more
to find that information; do you wish to wait or shall I call you
back?”
Avoid saying, “Just a moment,” then leaving the line. Your
caller may prefer to receive that information later than to wait
out the time of your search!
Get the Customer’s attention. To pick up the telephone and
continue with, “its 361-698-1116,” will invariably bring a “what
was that?” So…..
Thank him/her for waiting or apologize for taking more time than
you had anticipated would be necessary.
Now that you have his/her attention again, give him/her the
information.
21. 21
Conversation Techniques
Ending the Call
1. Help your caller come to a close with a hint
that your conversation has come to an end.
2. When you are listening:
Keep the initiative here, too. Whether you
are waiting for that break in the
conversation, or whether you are listening to
your conversation partner’s complete story.
22. 22
Conversation Techniques
Closing the Call
When you are closing:
1. If you initiated the call, review the
information details. Whatever the business
may have been. Be sure that the details
you have written down are correct.
2. If you have received the call, repeat to your
caller the business of the call. Make certain
that your caller has understood correctly
what you have told them.
23. 23
Conversation Techniques
Ending Prolonged Calls
A. When you wish to end a prolonged conversation:
The accepted rule accords the caller the prerogative of closing a
conversation.
B. If you have placed the call:
Even if your partner in the conversation seems reluctant to close the
contact, it is your privilege to end the tangent upon which the
conversation has become launched by a polite, “Well, then, we will
take care of that matter,”
or
“Thank you for your information,”
or
whatever appropriately refers to the original purpose of your call—
and then your polite “goodbye.”
C. If you have received the call:
The tone of voice which conveys a kindly self-assurance is the key to
making this comment turn the trick: “I’ve enjoyed talking with you. I
wish I had more time to discuss this matter with you. Thank you for
calling.
24. 24
Conversation Techniques
Gathering Information
1. SUMMARIZE the business at the close of the call.
2. Have a pencil in hand when you answer that
ring. Be ready to write as well as listen.
3. Record telephone calls.
4. Have a pencil in hand when you place a call.
Write down names, dates, times, place, and
items.
Suggestions:
Use your notes for letters or memos confirming
conversations.
25. 25
Avoid Verbal Barriers to Communication
We know that people resist being told they “have” to do anything!
Here are a few expressions to reflect upon:
NOT THIS BUT THIS
Are you indifferent?
“Hold on...” “Do you mind waiting while I
check that for you?”
“You’ll have to check with “Mr. X is handling that matter.
Mr. X. May I have him get in touch
with you?”
Are you arbitrary?
“You have to.... “Will you please ask Mr. Jones
“You need to... to call Mr. B?”
Are you tactless?
“Who’s calling?” “May I tell her who’s calling,
“What is your name?” please?”
“May I ask your name?”
Are you casting reflections?
“I don’t know where he is.” “Mr. X isn’t in the office just
“He hasn’t come in yet.” now.”
He’s still out to lunch.” “May I have him call you later?”
“
26. 26
Voice Mail
Do:
Make sure your message is polite,
direct, and businesslike.
Make sure your message can be
understood clearly.
Return telephone calls promptly
Do Not:
Make crude comments or mention
social references in your message
(i.e. I’m unable to answer my
phone because I’m out partying).
Have music playing in the
background.
Use multiple people when
recording the greeting.
Voicemail has many benefits and advantages when used properly. However, you
should not hide behind voicemail.
27. 27
Voicemail Greeting
Be sure to record your own personal greeting; don't
use the standard default greeting or have another
person record your greeting.
Write down what you want to say in your greeting and
practice saying it a few times before recording.
Include in your greeting your name and department so
that people know they have reached the correct
person.
Your regular greeting should include your normal work
hours.
Use the attendant feature if available! This feature
allows the caller to reach another person in your
department from your voicemail.
28. 28
Checking Messages and
Returning Calls
Check your messages daily and return
messages within 24 hours.
Reply, forward, or delete messages
immediately.
If you forward a message, be sure to explain to
the person to whom you are forwarding the
message why you are sending it to them.
29. 29
Leaving a Voicemail Message for
Another Person
When you have to leave a message for someone to return your
telephone call, try to have the correct pronunciation of their name and
make sure you state the following clearly:
Speak clearly and slowly.
Be sure to leave your name and extension number. It's best to say it
at the beginning and end of your message.
Keep messages short and to the point.
Remember that you want to leave the person you are calling with a
good impression of you.
Leave the date and time you called in the message. Let the person
know the best time to call you back.
Cover one topic in one message; specify what you want the recipient
to do.
31. 31
Survival Tools
There are specific vocabulary
formulas to use to reduce the
emotional impact of difficult callers
and methods that can turn a
stressful encounter into a positive
interaction.
One of the critical factors in
successful telephone
communication which bears
repeating is – voice tone.
32. 32
Proceed Cautiously
Choose the right word or
phrase to send the best
message.
Learn how to say "no" in a
positive manner by
subtracting "Not" Words
and negative phrasing from
your communication. The
end result: callers who
understand and accept your
information more quickly.
33. 33
Dealing With Difficult Callers
What you should do is:
Listen without interrupting
Gather the facts and make a note of them
Take their details so you can get back to them
Sympathize with them and offer to act as fast as you
can
Apologize if you have made the mistake
Stay calm even though the caller is angry and possibly
abusive.
34. 34
Three Myths about
Students/Callers
1. Students try to make things difficult.
2. Students like to complain.
3. Students expect the impossible.
4. Students are never satisfied.
35. 35
16 Words and Phrases That Keep
Students Cool
Hello! I'm sorry to keep you
waiting.
Good morning! Thank you for waiting.
Please. It was nice talking with
you.
Thank you. Is there anything else I
can do for you?
I'm very sorry. Thank you for coming in
(or calling).
Excuse me. It's been a pleasure to
serve you.
You're welcome. I'd be happy to do that for
you.
May I help you? We appreciate your
business.
36. 36
Are You Sure You're
Understood?
Check your presentation. Speak distinctly at a
moderate pace, with enough volume to be heard
clearly.
Stay with your caller. Don't give important
information when the caller doesn't appear to be
listening.
Use everyday language. When you must use a
term callers may not understand, explain it.
Repeat, or spell out, information.
Ask for feedback.
Encourage questions.
37. 37
What To Do When
You Make a Mistake
You can recover from blunders and be a winner. Here's how:
Make things right. Your first responsibility is to correct the mistake.
Apologize. When you make a mistake, you'll usually gain stature by
apologizing in a direct way.
Let the matter rest. One apology suffices.
Learn more about operations. If you have to track down a goof, use the
occasion to learn more about the intricacies of your department or campus
operations.
Ask if you can do something else. After resolving your mistake, ask if you
can help in any other way.
Let others know you've learned something. Assure those affected by your
error that it won't happen again. Keep records.
Keep a record of errors made, the causes, and their solutions. Review the
list of mistakes to prevent their recurrence.
38. 38
11 Most Frequent Caller
Complaints
1. "The telephone rings for a long time before
it is answered."
Try to answer calls within 3 rings.
2. "They place me on hold for sometimes, it
seems, hours."
If you find yourself placing many calls on hold,
write down the name of the caller and a brief
description of what they are calling about.
39. 39
11 Most Frequent Caller
Complaints Cont’
3. "The line is busy for hours it seems."
Try to keep calls short.
4. "They are very rude and get offensive when
asked their full name or sometimes just won't
give it."
Try to stay pleasant.
5. "They let me talk on and on only to realize
that they're not the person I should be talking
to."
Politely interrupt the caller if you are unable to
help them.
40. 40
11 Most Frequent Caller
Complaints Cont’
6. "If I call the wrong department for help, they don't
give me suggestions to where I should be calling,
they just say, 'I don't know, not our department.'"
Frequently, you will find that your number is similar to
another department on campus. Rather than hanging up
on a caller or saying you don't know, try to be helpful
(within reason).
7. "They don't clearly listen to my needs before they
transfer me to the wrong person."
Listen to the caller carefully!
8. "Sometimes they disconnect me while transferring
my call."
Be careful when transferring a call.
41. 41
11 Most Frequent Caller
Complaints Cont’
9. "They told me to call back, but never gave me a
name or number or division to ask for."
If you tell a caller to call back later, tell them which
number to call.
10. "The person says, 'Wait', and then talks to other co-
workers without putting me on hold so that I can't
hear their small talk."
Use the hold button!
11. "They answer with an aggravated voice, as if I
disturbed them by calling."
Remember that students are the reason there is a
college.
42. 42
Battling Burnout:
Five Survival Tips
1. Never take the work personally. When students complain, they
are not complaining about you personally.
2. Don't take problems home. Give your work complete attention
while you are "on duty," but leave it there when you go home at
night.
3. Find ways to reduce stress. Yes, it has become a cliché to
recommend exercise to reduce stress.
4. Get help from others. Don't let yourself feel isolated and alone.
5. Remember the "good news." Students usually call with
problems, not praise. But don't let that give you a warped
perspective of the world.
43. 43
Five Ways to Add Some Fun to
Your Workday
Work in a perk.
Breathe. Several times during the day,
pause for three slow, deep, relaxing
breaths.
Keep stress relievers on hand.
Celebrate small victories.
Review your successes at the end of
the day. Think about what you did well.
44. 44
10 Tips for Keeping Fresh and
Cool Under Pressure
Take brisk walks on your break.
Post motivational quotes on your phone or around your workstation.
Get more sleep at night.
Take breaks with positive coworkers.
Share your feelings about work with friends and family members.
Eat a healthy lunch.
Listen to motivational tapes on your way to work.
Make time for your hobbies.
Keep a funny picture near your phone so you remember to smile.
Allow yourself one five minute phone call to a friend.
45. 45
At the End of the Day….
At the end of the day, spend a few moments reflecting
On what you have accomplished. Tally up the good
experiences against the bad.
Sure, there are always angry students and those you can
never please.
Because you are a professional, it's natural to remember
and be concerned about the negative student contacts you
experience.
You deserve to pat yourself on the back!