uhb 3022
DESCRIPTION
UHB 3022. WORKPLACE COMMUNICATION Activities for Telephone Conversation, Company Presentation and Meeting. TELEPHONE SKILLS. Work with a partner. Take turns to role play two situations using this flow chart. In one situation you will be a customer, and in the second situation a call handler. - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: UHB 3022](https://reader036.vdocuments.us/reader036/viewer/2022062309/568158c5550346895dc60ec8/html5/thumbnails/1.jpg)
WORKPLACE COMMUNICATIONActivities for Telephone Conversation, Company Presentation and
Meeting
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TELEPHONE SKILLSWork with a partner. Take turns to role play
two situations using this flow chart. In one situation you will be a customer, and in the second situation a call handler.
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CONVERSATION 1Call handler: answer the phone
Call handler: ask for the account number and details of the order
Call handler: give the order reference and say goodbye
Customer: identify yourself and say you want to place an order
Customer: give your details
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CONVERSATION 2Call handler: answer the phone
Call handler: ask for the account number and details of the order
Call handler: explain the problem
Customer: say you are checking on/ unhappy with an order.
Customer: give your details
Call handler: propose a solution.
Customer: ask for a solution/ new delivery time.
Customer: agree and say goodbye
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COMPANY PRESENTATIONThink of a service you know well. It could be
your company’s product or service, or one you have recently bought or used. Present this product or service to the class, as if you are trying to promote it to them. Explain what makes it so good.
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MEETINGWork with a partner. You both work for a large
manufacturing company. The commuting situation at your company needs to improve. Read this information:i. Your company employs 30% more people than
it did two years ago. As a result there are too few parking spaces and it is unable to get more space for employees’ cars.
ii. Traffic in the area is getting worse and employees travelling by car are often stuck in traffic jams and arrive at work late, feeling very stressed.
Hold a meeting with your partner take turns to report some recent relevant data. Make notes as you listen.
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MEETINGThe company is currently experiencing some
problems. Hits to the website are up by 30% but the number of orders is down by 20%. The company profits have fallen by 10%. There is an increasing number of complaints which fall into these three categories:i. Problem using the website for online
orderingii. Poor quality/ condition of goods receivediii. Problems with supply and delivery times.
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Task:Work in groups of three. You are holding a
meeting to discuss the problems at One World Bazaar. Decide what the company needs to do in order to improve its service to its customers and suggest possible solutions.
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MEETINGYou work in a team for company image. What
changes can you make so Morrisons is more competitive? Make a list of five ideas. Think abouti. Staff trainingii. Staff experienceiii. Company imageiv. What image is good for a supermarket
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Task: Now hold a meeting and present your ideas
to the other pair. Decide on five ideas you want to keep. See how do your ideas compare.
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MEETINGYou work for a company with a similar
structure to SEI. There are several new projects that need teams to work on them. Each project needs a team leader and some team members.i. Next year’s budgetsii. A new brochure to advertise your services o
companiesiii. A research project to look into possible new
markets.iv. The annual staff party
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Task:Work in groups of four. Talk about each
project and the people they need.i. What roles does each project need? Someone
imaginative? Someone with marketing experience? A practical person?
ii. Which roles can you do? Why?iii. Which project you will like to work on?