elements of business skills chapter 8 slides

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 the customer?What was the problem faced by the customer?

What is the KEYWORDKEYWORD that we

are going to cover in this topic?

Chapter 8Chapter 8Final Final

ChapterChapter

Communicating Communicating

with the customerwith the customer

OBJECTIVES1.1. UNDERSTANDUNDERSTAND Communication Process Communication Process

2.2. WHYWHY effective communication is important in an organisation effective communication is important in an organisation and with customersand with customers

3.3. EXPLAINEXPLAIN the different types of communication skills the different types of communication skills

4.4. ILLUSTRATEILLUSTRATE how to use suitable communication methods for how to use suitable communication methods for different situationsdifferent situations

5.5. WHYWHY is it important to be well-groomed when working in is it important to be well-groomed when working in customer servicecustomer service

WHAT IS COMMUNICATION?COMMUNICATION?(In one proper sentence)(In one proper sentence)

THINK-THINK-PAIRPAIR--SHARESHARE

RECEIVER

SENDER

Message, idea, information

Passed On

What are the most common ways or methods What are the most common ways or methods on how we on how we COMMUNICATE with our COMMUNICATE with our classmates or people around us?classmates or people around us?

Ways of Ways of CommunicationCommunication

NON-NON-

WHY WEWHY WE COMMUNICATE?COMMUNICATE?

• Employees among themselves & others outside the workplace to:

1. Get work done2. Tell others about their products and about

themselves3. Discuss new ideas

ACTIVITYACTIVITY 1

Complete the exercise on page 212 of

your textbook

Internal Internal & & ExternalExternal Communication in a Communication in a Business OrganisationBusiness Organisation

InternalInternal(Takes place within

the workplace)

Downward flow Upward Flow Horizontal flow

Supervisors

Subordinates

Colleagues

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

NICATIO

ExternalExternal Communication Communication

in a Business in a Business OrganisationOrganisation

STAFF & CUSTOMERS

SUPPLIERS

GENERAL PUBLIC

BrochuresEmails

Letters

Phonecalls

Place Orders

Advertisements

ACTIVITYACTIVITY 2

your textbook

Importance of Importance of EffectiveEffective Communication Communication

MISCOMMUNICATIONS

MISUNDERSTANDINGTURNING CUSTOMERS AWAY

STRAINED WORKING RELATIONSHIPSSTRAINED WORKING RELATIONSHIPS

TO AVOIDTO AVOID

Benefits of Benefits of EffectiveEffective CommunicationCommunication

IMPROVE COMPANY’S IMAGE

STRONGER EXTERNAL BUSINESS RELATIONSHIPBETTER INTERNAL WORKING BETTER INTERNAL WORKING

RELATIONSHIPSRELATIONSHIPS

RESULTS INRESULTS IN

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.

Verbal Verbal Communication Communication SkillsSkills

TONE OF VOICE

SPEAK CLEARLY

BE COURTEOUS

SHORT SENTENCES

ACTIVITYACTIVITY 3

your textbook

Non-VerbalNon-VerbalCommunicationCommunication

SkillsSkills

BODY LANGUAGEBODY LANGUAGE

FACIAL EXPRESSIONSFACIAL EXPRESSIONS

EYE CONTACTEYE CONTACT

GRP WORKGRP WORK 1

your textbook

LISTENING SKILLS

•MEETINGSMEETINGS

•CONVERSATIONCONVERSATION

•PHONECALLSPHONECALLS

•GROUP DISCUSSIONSGROUP DISCUSSIONS

ASPECTS OF GOOD LISTENING SKILLS

ACTIVE LISTENING

ACCURATE NOTE TAKING

ATTENTIVE ATTENTIVE LISTENINGLISTENING

Examples of active listening cues

AM I RIGHT TO SAY THAT AM I RIGHT TO SAY THAT

YOU...YOU...

I UNDERSTAND THAT YOU

I UNDERSTAND THAT YOU ARE UPSET WITH...ARE UPSET WITH...

WHEN DID IT HAPPEN?WHEN DID IT HAPPEN?

ACTIVITYACTIVITY 4

your textbook

Writing SkillsWriting Skills

PRESENTATIONProper SalutationCorrect format/layoutClear/Neat Writing

TONEChoose the rightwords

CLARITYSimple wordsShort SentencesCorrect Grammar & PunctuationCorrect Spelling

CONTENTEnsure informationis complete

MAIN ASPECTS OF GOOD WRITING SKILLS

CHAPTER 8

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. Explain importance of personal grooming in customer service.

Communication Methods

Face-To-Face

Written

Telephone

Face-To-Face 3 aspects of communication skills– verbal– non-verbal– listening

Face-To-Face Examples of communication skills– Sales assistant sells merchandise to

customer.– Bellboy receives hotel guests.– Tour guide leads tourists on a tour.

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.

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

• 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

TIPS FOR MAKING TELEPHONE CALLS

Know purpose Know purpose of our callof our call

Being ready with Being ready with questions to be questions to be

askedasked

Being Being courteous to courteous to

callercaller

Speaking with Speaking with a smilea smile

If the person whom we wish to If the person whom we wish to speak to is not in, we can speak to is not in, we can choose to leave a CLEAR & choose to leave a CLEAR &

COMPLETE MESSAGE…..COMPLETE MESSAGE…..

Leave simple message Leave simple message by saying our name, by saying our name, contact no & the call contact no & the call

purposepurpose

Avoid leaving Avoid leaving message in a message in a

noisy environmentnoisy environment

What Are Procedures What Are Procedures for Handling for Handling

Telephone Calls Telephone Calls Effectively?Effectively?

A Call for Mr CharlieA Call for Mr Charlie

Sales Manager - Mr Charlie

Customer – Ms Lucy Receptionist – Ms Sally

Ms Lucy calls in to look for Mr Charlie.Her call is being transferred by Sally, the receptionist

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 Identify 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 it Ask for the caller’s name so that you can use it during the conversation to speak to him / her on a during 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 your Transfer 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.

Ms Lucy calls in to look for Mr Charlie.Her call is being transferred by Sally, the receptionist

Greet the caller : ‘Good morning.’ Greet the caller : ‘Good morning.’

Identify yourself to let the caller know the organisation Identify 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 the Ask for the caller’s name so that you can use it during the conversation to speak to him / her on a more personal conversation 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 out Transfer 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 that Get 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 right Hi 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 return now. Would you like to hold on or can I get him to return

your call?’your call?’

Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office

Using a normal phone – Pick up the receiver and listen for Using 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 9 Using 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 you When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may wish to speak to and identify yourself: ‘Hello, may

I speak to Mr Charlie, please? This is Sally I speak to Mr Charlie, please? This is Sally speaking.’speaking.’

When the call is answered, ask for the person you When the call is answered, ask for the person you wish to speak to and identify yourself: ‘Hello, may wish to speak to and identify yourself: ‘Hello, may

I speak to Mr Charlie, please? This is Sally I speak to Mr Charlie, please? This is Sally speaking.’speaking.’

Sally, the receptionist, receives a nuisance call.

Greet the caller : ‘Good morning.’Greet the caller : ‘Good morning.’

Identify yourself to let the caller know the Identify 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 it Ask for the caller’s name so that you can use it during the conversation to speak to him / her on a during 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 be Unfriendly Customer made complaints. But you should be polite and not get upset even if the customer is rude : “I’m polite 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 for Thank the caller at the end of the call: ‘Thank you for letting us know about the matter.’letting us know about the matter.’

To:___________________________________________Date:_______________ Time:_____________________

While you were outMr / 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

What are 8 Principles in Handling Difficult Callers?

8 Principles in Handling Difficult Callers

1. Be Polite & Patient

2. Listen – Do Not Interrupt

3. Show Interest & Concern

4. Ask Questions

5. Show Understanding

6. Try to Help

7. Assure the Caller of Assistance

8. Explain to the Caller what You are Going to Do

• Are there any unpleasant circumstances Are there any unpleasant circumstances when you meet rude customer service when you meet rude customer service officers or assistants? officers or assistants?

• How do you feel when someone is rude to How 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 circumstances Are there any pleasant circumstances when you meet polite and friendly when you meet polite and friendly customer service officers or assistants?customer service officers or assistants?

• How do you feel when someone is friendly How do you feel when someone is friendly and polite to you? What kind of impression and polite to you? What kind of impression does he / she give you?does he / she give you?

Importance of managing oneself well

Ways to be well-groomed and leave a good impression on others

PERSONAL MANAGEMENT SKILLS

Compare the 2 pictures…

Who is well-groomed?

Who leaves a good impression in others?

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.

☺ Take a shower to be fresh at workplaceTake a shower to be fresh at workplace

☺ Keep hair neat and clean Keep hair neat and clean

☺ Do not fiddle with the hairDo not fiddle with the hair

☺ Brush and floss the teeth daily Brush 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 Maintain good standing, walking or sitting postureposture

Good personal grooming means being appropriately dressed, and having a

neat and smart, well-groomed appearance

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. Explain importance of personal grooming in customer service.

Communicate effectively and be well-groomed…

elements of business skills chapter 8 slides

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