elements of business skills
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EBS Communications Chp 8, 2008
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EBS Communications Chp 8, 2008
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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?
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EBS Communications Chp 8, 2008
Chapter 8Chapter 8Final Final
ChapterChapter
Communicating Communicating
with the customerwith the customer
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EBS Communications Chp 8, 2008
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
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EBS Communications Chp 8, 2008
WHAT IS COMMUNICATION?COMMUNICATION?(In one proper sentence)(In one proper sentence)
THINK-THINK-PAIRPAIR--SHARESHARE
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RECEIVER
SENDER
Message, idea, information
Passed On
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EBS Communications Chp 8, 2008
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
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EBS Communications Chp 8, 2008
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EBS Communications Chp 8, 2008
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EBS Communications Chp 8, 2008
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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
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EBS Communications Chp 8, 2008
ACTIVITYACTIVITY 1
Complete the exercise on page 212 of
your textbook
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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
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EBS Communications Chp 8, 2008
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
DO
WN
WARD
COM
MU
NICATIO
N FLO
WUPW
ARD
CO
MM
UN
ICAT
ION
FLO
W
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ExternalExternal Communication Communication
in a Business in a Business OrganisationOrganisation
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STAFF & CUSTOMERS
SUPPLIERS
GENERAL PUBLIC
BrochuresEmails
Letters
Phonecalls
Faxes
Place Orders
Advertisements
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ACTIVITYACTIVITY 2
Complete the exercise on page 215 of
your textbook
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Importance of Importance of EffectiveEffective Communication Communication
MISCOMMUNICATIONS
MISUNDERSTANDINGTURNING CUSTOMERS AWAY
STRAINED WORKING RELATIONSHIPSSTRAINED WORKING RELATIONSHIPS
TO AVOIDTO AVOID
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Benefits of Benefits of EffectiveEffective CommunicationCommunication
IMPROVE COMPANY’S IMAGE
STRONGER EXTERNAL BUSINESS RELATIONSHIPBETTER INTERNAL WORKING BETTER INTERNAL WORKING
RELATIONSHIPSRELATIONSHIPS
RESULTS INRESULTS IN
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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.
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Verbal Verbal Communication Communication SkillsSkills
TONE OF VOICE
SPEAK CLEARLY
BE COURTEOUS
SHORT SENTENCES
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ACTIVITYACTIVITY 3
Complete the exercise on page 220 of
your textbook
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EBS Communications Chp 8, 2008
GU
ESS
MY
MO
OD
GU
ESS
MY
MO
OD
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Non-VerbalNon-VerbalCommunicationCommunication
SkillsSkills
BODY LANGUAGEBODY LANGUAGE
FACIAL EXPRESSIONSFACIAL EXPRESSIONS
EYE CONTACTEYE CONTACT
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EBS Communications Chp 8, 2008
GRP WORKGRP WORK 1
Complete the exercise on page 222 of
your textbook
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LISTENING SKILLS
•MEETINGSMEETINGS
•CONVERSATIONCONVERSATION
•PHONECALLSPHONECALLS
•GROUP DISCUSSIONSGROUP DISCUSSIONS
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EBS Communications Chp 8, 2008
ASPECTS OF GOOD LISTENING SKILLS
ACTIVE LISTENING
ACCURATE NOTE TAKING
ATTENTIVE ATTENTIVE LISTENINGLISTENING
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Examples of active listening cues
RIGHT
I SEE
OH
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?
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ACTIVITYACTIVITY 4
Complete the exercise on page 225 of
your textbook
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Writing SkillsWriting Skills
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PRESENTATIONProper SalutationCorrect format/layoutClear/Neat Writing
TONEChoose the rightwords
CLARITYSimple wordsShort SentencesCorrect Grammar & PunctuationCorrect Spelling
CONTENTEnsure informationis complete
MAIN ASPECTS OF GOOD WRITING SKILLS
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CHAPTER 8
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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.
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Communication Methods
Face-To-Face
Written
Telephone
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Face-To-Face 3 aspects of communication skills– verbal– non-verbal– listening
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Face-To-Face Examples of communication skills– Sales assistant sells merchandise to
customer.– Bellboy receives hotel guests.– Tour guide leads tourists on a tour.
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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.
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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
231.
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• 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
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TIPS FOR MAKING TELEPHONE CALLS
TIPS FOR MAKING TELEPHONE CALLS
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Know purpose Know purpose of our callof our call
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Being ready with Being ready with questions to be questions to be
askedasked
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Being Being courteous to courteous to
callercaller
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Speaking with Speaking with a smilea smile
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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…..
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Leave simple message Leave simple message by saying our name, by saying our name, contact no & the call contact no & the call
purposepurpose
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Avoid leaving Avoid leaving message in a message in a
noisy environmentnoisy environment
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What Are Procedures What Are Procedures for Handling for Handling
Telephone Calls Telephone Calls Effectively?Effectively?
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A Call for Mr CharlieA Call for Mr Charlie
Sales Manager - Mr Charlie
Customer – Ms Lucy Receptionist – Ms Sally
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Ms Lucy calls in to look for Mr Charlie.Her call is being transferred by Sally, the receptionist
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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.
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Ms Lucy calls in to look for Mr Charlie.Her call is being transferred by Sally, the receptionist
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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 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?’
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Sally, the receptionist, is making an outgoing local call to Mr Brown who is out of office
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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.’
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Sally, the receptionist, receives a nuisance call.
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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?’
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.’
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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
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What are 8 Principles in Handling Difficult Callers?
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8 Principles in Handling Difficult Callers
1. Be Polite & Patient
2. Listen – Do Not Interrupt
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8 Principles in Handling Difficult Callers
3. Show Interest & Concern
4. Ask Questions
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8 Principles in Handling Difficult Callers
5. Show Understanding
6. Try to Help
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8 Principles in Handling Difficult Callers
7. Assure the Caller of Assistance
8. Explain to the Caller what You are Going to Do
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• 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?
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Importance of managing oneself well
Ways to be well-groomed and leave a good impression on others
PERSONAL MANAGEMENT SKILLS
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Compare the 2 pictures…
Who is well-groomed?
Who leaves a good impression in others?
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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.
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☺ 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
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Good personal grooming means being appropriately dressed, and having a
neat and smart, well-groomed appearance
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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.
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Communicate effectively and be well-groomed…