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Tuesday, October 2 nd

Tuesday, October 2 nd. Welcome Mrs. Elaine Banda – OSHA – Dept. of Labor. Objective: Be able to recognize the 7 employability skills from the Y.E.S. Grid. Agenda: ??Poster?? Create Flip Chart Discussion Self Evaluation. Thursday, October 4th. Employability Skills.

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Tuesday, October 2 nd

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  1. Tuesday, October 2nd Welcome Mrs. Elaine Banda – OSHA – Dept. of Labor

  2. Objective: Be able to recognize the 7 employability skills from the Y.E.S. Grid Agenda: ??Poster?? Create Flip Chart Discussion Self Evaluation Thursday, October 4th Employability Skills

  3. Objective: To assess the 7 employability skills from yesterday. Don’t be this guy  Friday, October 5th Employee of Week Presentations Employability Skills Quiz #1- Grade in Class

  4. Objective: To recognize what soft skills are and their benefit to success! Agenda: Posters turned in Soft Skills Handout Superior Customer Service Video Monday, October 8th Soft Skills

  5. Objective: To have a better understanding of why one gets fired and the disadvantages to that. Agenda: Employability Quiz #2 Discussion Video - worksheet Tuesday, October 9th, 2012 Why people get fired 

  6. Objective: Utilize technology to emphasize employability skills. Agenda: Employee of the Week presentations Computer Exploration Thursday, October 11th Exploring Employability Skills on the Internet 

  7. Friday, October 12th Joy Hartlieb and Warren Petrasek – Dept. of Labor

  8. Objective: Complete discussion of why people get fired. • Agenda: • Final Quiz – 7 Employability Skills • Employee of the Week Presentations • Finish “You’re Fired” Video Monday, October 15th, 2012 Finish up on Top 10 Reasons Why People Get Fired

  9. Agenda: Telephone Etiquette Prequiz Notes / discussion Group Activity HO – Telephone Etiquette Lab Objective: Practice Telephone Skills in a group setting Tuesday, October 16th, 2012 Telephone Etiquette – Dealing with difficult customers

  10. Prequiz… What do you know? Stamp Grade Greetings

  11. Objective: Discuss how to effectively communicate with angry customers on the telephone. Agenda: Angry Caller Script Notes Lesson Plan for tomorrow Wednesday, October 17th Finish Telephone Etiquette

  12. Keys to working with angry callers • Listening carefully • Empathizing • Finding a Solution

  13. What is the major Disadvantages of Dealing with Angry Customers on the Telephone • Difficult to sense body language

  14. It is Important to Deal with angry Callers in an EFFECTIVEmanner in order to lessen their negative impact on our company and ourselves How could I effectively deal with this customer?

  15. Sighs Higher pitched voice Louder Volume Long Pauses Let me know what you think! Talking Faster Short Answers What are the signs of an angry caller

  16. Customer Threatens Customer explains the problem Agitated Customer Attacks the person / organization What are the three Emotional stages of Anger? Damaging Mild

  17. Mild What Stage am I? Allow caller to let off steam Listen, empathize and find a solution Easiest stage in which to prevent further anger

  18. What Emotional Stage am I? Damaging Continually offer options: keep customer involved in the solution process Involve a supervisor if necessary Avoid putting caller on hold: this tends to intensify their anger

  19. What Emotional Stage of Anger am I? Agitated Take it professionally, not personally Do not accept abusive language

  20. Tools to Handling Angry Callers Listen Empathize Restate Problem Give caller options Reconfirm Solution Thank for Patience Follow up

  21. Objective: Utilize technology to explore Character and it’s impact on our success Agenda: Complete Assignment (incomplete work homework due Friday) – turn into Mrs. K Upon completion – color pillar characteristics Thursday, October 18th Character Counts… Internet Exploration

  22. Friday, October 19th Introduction to Fred Factor

  23. Objective: Explore 5 stars of successful service Agenda: Employee of the week Successful Service Group activity Introduce 5 Stars of Successful Service Monday, October 22nd How were you a Fred? 5 Stars of Successful Service

  24. Objective: Utilize role play to display 5 stars of successful service Agenda: Employee of Week Quiz #2 Role Play Activity Wednesday, October 24th 5 Star Successful Service

  25. Objective: Using Role Play, show an understanding of the 5 STARS of SUCCESSFUL SERVICE Agenda: Grades Role Play activity Presentations Quiz #3 Next Class Period Monday, October 29th 5 Stars of Successful Service

  26. Objective: Show understanding of Successful Service through role play and group discussion Agenda: Finish Skits What s.s. means to you Quiz #3 Tuesday, October 30th Wrap up 5 Stars of Successful Service

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