Presented by Jess Powell

Mobile Phones Emergency Procedures Breaks

} Effective Communication

} Business Writing

} Time Management

} At the end of this session;

You will understand what it means to communicate effectively using all element of communication

You will understand being able to apply the basic principles of business writing including spelling and grammar

You will understand how to set SMART goals and how this will assist you with your time management

Communication is a process whereby meaning is

defined and shared between living organisms.

Communication requires a sender, a message and an

intended recipient.

Sourced from http://en.wikipedia.org/wiki/Communication

} Communication is a reflection in you as a professional

} You want to leave a good lasting impression that has the client feeling that they want to return

} Non verbal communication

} Visual communication

} Verbal communication

} Written communication

Activity 1

Non verbal communication

Visual Communication

Verbal Communication

} When introducing yourself, shake hands with the client with a smile and hole eye contact with the client, this shows respect and confidence

} Dress and appearance is also important when meeting clients

Do Smile when answering the phone (the person on the other end will know)

Be polite you want them to call you back

Always say please, your welcome and thank you the client likes to hear common courtesy

Do Not Answer the phone whilst chewing gum or eating no matter how well you think you can hide it you cannot and it is very rude

Make up an answer to get the client off the phone. Make an effort find someone that can help if you cannot

Use slang or profanity this is very unprofessional

Acceptable Hello, thank you for calling (company name), (name) speaking, how may I help you? (very formal)

Good morning/afternoon (name) speaking, how may I help you? This one is good to use if the call has already gone via reception and you are the 2nd point of call

Unacceptable Hi, hows it going? Yea What do ya want? Hello?

} Voicemail is important. If you are away from your desk and unable to answer your phone it is important for the client to be able to leave a message for you.

} When creating a message it is good to be clear and concise

Activity 2, 3 and 4

} Writing is the representation of language in a textual medium

} The most commonly used styles of written communication are emails and letters

} You need to determine a purpose for writing

} To do this you should ask yourself 3 questions

} Question 1: Why am I writing?

} Question 2: What do I want the reader to know?

} Question 3: What do I want the reader to do?

} Sign off on letters varies as per the below;

Yours Sincerely sign off when you have mentioned the person by name in the letter e.g. Dear Mr Smith

Yours Faithfully sign off when the letter is not personalised e.g. Attention Manager

Activity 5

} Emails are intended for a short and concise form of written communication. A good idea is not to make them too long otherwise people will not want to read them

} Subject line in an email tells your reader what the message is about. It also helps a reader to know whether to file or forward the message

} Precise Make the subject line specific and succinct

Write Employee career options at Weston

Not To offer our employees the opportunity to explore career options within Weston

} Positive State the main point of the message in positive or neutral terms

Write: Company phone policy reminder

Not: Warnings about abuse of company phone system

} Relevant Let readers see how the subject line relates to them

Write Employee career options at Weston

Not Career options

} Professional Use professional words and phrases

Write Security equipment installation

Not Smile! We see you!

Activity 6

} The structure of your email should be as follows;

1. Subject line

2. Addressing the email

3. Body of the email

4. Signing of the email with regards or kind regards

} Be reader focused ensure they get the message that was intended

} Dont use slang Yep, LOL, CUL8R, U, R

} Dont use emoticons J L or xoxo

} Have another person read your email/letter

} Ensure you use spell check but remember it is not always fool proof

} Ensure you double check your work

} Read it out aloud. If you run out of breathe your

sentence is too long

} DO NOT USE CAPITAL LETTERS This can be translated

as ANGRY

} If you do wish to emphasize a point, bold is a good way

but dont over do it

Time management is the act or process of planning

and exercising conscious control over the amount of

time spent on specific activities, especially to increase

efficiency or productivity.

Sourced from http://en.wikipedia.org/wiki/Time_management

Live in the present: the past cannot be changed, and the future is the direct result of what you do right

now!

Positive

Personal

Possible

Specific

Measurable

Achievable

Relevant

Timed

Activity 7

Urgent and Important

Important, But Not Urgent

Urgent, But Not Important

Not Urgent and Not Important

} Keep a list of tasks either by writing it or using tasks in outlook

} Utilise team workflow meetings by being prepared and ensure you are communicating the tasks you have on and may require assistance with to your supervisor

} Booking meetings in your diary and invite relevant people if you have queries that can wait

} Keep your desk clean and tidy, you will be surprised how much more manageable your tasks will seem

} Regularly check your email and in tray to make sure you are not missing deadlines assigned to you

} Take 5 mins at the end of the day to ensure that you are aware what you have planned to do in the morning so you can be ready for when you arrive first thing

} Be prepared for changing timeframes, sometimes things dont go to plan. Priorities can quite often change

} Always keep your supervisor up to date on how tasks are tracking whether it be running late or if you are finished early and have additional capacity to assist with another task

Activity 8

Questions