Session 3 – meeting & greeting

1. Session 3 – meeting & greeting

2. STOP!Assignment Name 7 types of communications you may encounter in one working day.

3. 7 types of communications you may experience in any one day. • Verbal • email • Phone • Visual • Notes • Memos • Touch

4. The First Four Minutes! • Client decides what they think of you • Client decides what they think of the RSPCA

5. First impressions • Available parking • Tidiness of surrounds • Cleanliness • Bright inviting waiting room • Odour free • Personal grooming & attitude of staff

6. Essentials! • Smile ☺ • eye contact • Use names • Be attentive • Posture & attention • Voice pitch & speed

7. Thanks for calling in. • Hi, my name is … … • How can I help you? • Terrible weather isn’t it? • Your dog’s a bit ugly isn’t it? • Hello. That's a nice cat. I hope there’s nothing wrong.

8. Summary • Welcome the client • Most people will introduce themselves • Show interest • Use the persons name • Pronunciation • Don’t forget the client

9. STOP!Assignment Open & Closed questions. Mark each question as either an Open question or a Closed question.

10. Open Questions • Is that the only surname it can be in? • Any other Suburb? • What kind of sandwiches do you like? • Do you like football or another sport? • What kind of oysters do you like? • What Sunday paper do you like to read? • What else can I do for you today?

11. Closed Questions • What is your name? • What suburb do you live in? • What time did you go to work? • Have you had lunch? • What time do you finish work? • Do you like tuna sandwiches? • Do you like football? • Do you eat fresh oysters? • Do you think Santa needs to shave his beard?

12. Some of the employees have tattoos and wear lip and eyebrow rings. I don’t judge by appearances • Performance standards at work and appearance are closely related. If one drops off so does the other. • Do power holders wear a uniform?

13. "Clothes are to us what fur and feathers are to beasts and birds; they not only add to our appearance, but they are our appearance. How we look to others entirely depends upon what we wear and how we wear it; manners and speech are noted afterward, and character last of all.” - Emily Post 1873-1960

14. Biker Chicks

15. Session 4 – written communication

16. Trying to get that message across.

17. Choose your words carefully • Once written and delivered, it becomes a piece of history

18. Stop!Assignment What different types of written communications do you use at work?

19. Notes • Bullet points • Down the page not across • Clear & concise • Legible • Collate messages • Authenticate • Prioritize

20. Always make sure that written instructions are clear and concise!

21. Signs • Be specific • Legible • Obvious • Night time friendly and…

22. … avoid confusion …and…

23. … avoid misunderstandings

24. Letters (snail mail) • Non emotive • Correct format • Keep copies • Language

25. Handouts & Brochures • Make sure the info is current (and remains current) • Is the content appropriate

26. STOP!Quiz Complete the F test

27. THE TEST Read the sentence below: FINISHED FILES ARE THE RE- SULT OF YEARS OF SCIENTIF- IC STUDY COMBINED WITH THE EXPERIENCE OF YEARS. Now count the F's in that sentence. Count them only once. Now write that number down.

28. ANSWER: ? 6 A person of average intelligence finds three of them.If you spotted four, you're above average. If you got five, you can turn your nose at most anybody. If you saw six, you are a bloody genius.

29. Finished files are the result of years of scientific study combined with the experience of years. The human brain tends to see them as V's and not F's.

30. E-Mail Etiquette / Netiquette

31. Email etiquette 1 • Don’t be a novelist. • Messages should be succinct and concise. • Too much punctuation. • Exclamation points (Bangs) can be annoying • Formatting is not everything • Try not to use HTML or Rich Text Format

32. Email etiquette 2 • Abbreviations • FYI & BTW are common, others are not! • Salutations • How personal is personal? • Signatures • 4 or 5 lines with name, title, contact details

33. Email etiquette 3 • Threads • Reply to an email. Don’t start a new email. • Bouncing & Forwarding • Quotes • >and do you agree with the proposal to hire Ross? Yes. Please make the necessary arrangements.

34. Email etiquette 4 • Save a Tree • Don’t print off every email you receive. • Privacy • There is no such thing as private email. • Blessing and a Curse • Blessing: Email is not an interactive conversation • Curse: Don’t assume you’re mail is going to be read straight away.

35. Email etiquette 5 • Flaming • Email that personally attacks someone • Its unprofessional to lose control. • Keyboard Bravery • “Flame Wars” become nasty (and documented)

36. Email etiquette 6 How to avoid being Flamed. • Don’t write in UPPER case unless making a point • Don’t worry about someone's grammar • Consider using BCC (blind carbon copy) in mass mail outs rather than CC • Don’t send frivolous or unnecessary emails (SPAM)

37. Email etiquette 7 • Read Receipts, High Priority and Important. • Don’t use read receipts • Don’t put URGENT or IMPORTANT in subject lines • Checking • Use spell checkers and grammar checkers • Simpl tipos will make u lok sloppie and damage you re professionla credubity

38. Email etiquette 8 • Avoid sarcasm and humor • Fraud • Be careful about what you read - email forgery is trivially simple. • Subject Line • Meaningful and descriptive • Eg: “todays meeting of training committee” not “G’day Mate” • RSPCA IT policy

39. Session 5 - Telephone

40. Telephone 2 • Don’t allow the phone to ring continuously • Answer with a smile ☺ • Say “good morning” or “good afternoon” • Be enthusiastic • Volunteer help

41. Telephone 3 • Service every 30 seconds • Use polite phrasing • Use open questions • Pay attention • Try not to say NO!

42. Telephone 4 • Empathy • Make the client pleased to have called • Take notes-pencil & paper • Be confident • Use the callers name • Be polite • End the call pleasantly

43. STOP!Assignment Telephone Answering Test

44. Effective communications = • Pleasant voice • Correct speed • Clear manner of pronunciation (diction) • Correct volume • Correct Grammar • No slang • Use of language • Limited hesitations

45. If your speech is… • … too fast, then … • … too slow, then … • … too soft, then … • … too monotonous, then …

46. Revision 1 Telephone Communication • A voice and your imagination • You and your attitude make the difference • Three rings

47. Revision 2 Call Answering • Your voice is everything • Always use your name • Build rapport: use the callers name • YOU are the organisation

48. Revision 3 Messages • Gather pertinent information • Check back the details with the caller • Make sure the message is delivered

49. Revision 4 Hold • Give callers the option of waiting • Explain why and how long • Reassure • Thank • Apologize

50. Revision 5 Transferring • Request that they hold • Explain to whom they are being transferred too • How the transfer will help them • Be aware of how your phone system works