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Skills Development:

Skills Development JAMEEL PATHAN Asst. Professor YMT College of Management 8976295650 http://www.ymtcollegeofmanagement.org


Index Are You Listening well. Communication Skills. Telephone Etiquettes. Email Etiquettes. Handling of Customer. http://www.ymtcollegeofmanagement.org

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H ow can you know if you are a bad listener? A good listener uses his/ her eyes and mind while listening. If you find yourself already formulating your next sentence in your mind while someone is speaking to you, you are doing injustice to the conversation. You will get more out of the conversation if you understand, comprehend and assimilate what is being said BEFORE responding. Good etiquette = listening! Are You Listening well http://www.ymtcollegeofmanagement.org

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D o you make these common listening mistakes? The difference between being a good listener versus a great listener is using your heart in addition to your eyes and mind while listening. Do you do this? If a friend tells you something is wrong, you immediately tend to give advice or criticism. If a friend tells you about something wonderful that has happened, you usually chip in with something similar that you have experienced. Rarely do we share joy or sympathize with pain. Rarely do we just let others speak. To improve your listening skills, practice with those closest to you. When family members or friends share their thoughts and feelings, limit the advice to relate what you hear to one of your own experiences http://www.ymtcollegeofmanagement.org

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It facilitates planning. Act as a strong ‘Team Worker’ builder. It improves relationship among peers, superiors and subordinates. It improves motivation and morale. Communication Skills http://www.ymtcollegeofmanagement.org

Types of Communication :

Types of Communication There are two types of communication 1.Verbal Communication. 2.Non-Verbal Communication. http://www.ymtcollegeofmanagement.org

Verbal Communication:

Verbal Communication There are two types of Verbal Communication. 1.Written. 2.Oral. http://www.ymtcollegeofmanagement.org

Non-Verbal Communication:

Non-Verbal Communication It includes:- Gesture. Eye-Contact. Posture. Facial expression. http://www.ymtcollegeofmanagement.org

Communication Barrier:

Communication Barrier All factor are adversely affect effectiveness of communication are called as “barrier to communication” http://www.ymtcollegeofmanagement.org

How to overcome from Barrier? :

How to overcome from Barrier? Clear thinking about objectives, message, wordings. Tips on effective communication (like note taking, rephrasing, summarizing, asking questions to understand needs, active listening, Smile etc. System must be clearly defined and recognized. Proper meeting, conference, letters, notice, telephonic talks. Basic elements: honesty, sincerity, simplicity http://www.ymtcollegeofmanagement.org

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“Professionalism is polite, thoughtful, efficient, educated, and valuable at all times.’ Telephone Etiquettes http://www.ymtcollegeofmanagement.org

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The following guidelines will help you to make the first impression a good one:- http://www.ymtcollegeofmanagement.org

Pre-calling guidelines:

Pre-calling guidelines Before the call always have purpose in mind. If you are calling in relation to a meeting then prepare an agenda. Identify a second point of contact. For a conference call identify a coordinator or a leader to lead the team. Answer calls promptly-within 3rings. http://www.ymtcollegeofmanagement.org

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Before picking up the receiver, discontinue any other conversation or activity such as chewing gum, typing, etc .that can be heard by the calling party. Keep a note pad and pen handy at your desk. Smile as you pick the phone- the caller will hear it in your voice. http://www.ymtcollegeofmanagement.org

Handling complaints by Phone:

Handling complaints by Phone Listen Carefully. Convey sincere interest and be empathetic. Agree as often as possible. Remain calm and courteous. Do Not Argue. Do not blame co-workers. Do not make unrealistic promises. Follow up. Get back to the caller to make sure the problem has be solved. http://www.ymtcollegeofmanagement.org

Answering calls for others:

Answering calls for others Identify yourself and the company for whom you are answering and say,” How may I help you? Offer assistance in the absence of others-say, “ She is not in today, perhaps I can be of assistance”. Do not make commitments for others-say, “I’ll give him/her your message when he/she returns,” rather than- “He will can you as soon as he returns”. Take accurate, legible messages with time, date, reason for call, urgency, company represented, if any, the best time to reach them and all other pertinent information. http://www.ymtcollegeofmanagement.org

Transferring Calls:

Transferring Calls Explain the reason for the transfer-( “ let me connect you with Mr. XYZ in that dept.). Use the name of the person you are transferring to whenever possible. Know the transfer instructions for the telephone system so that you do not cut off your caller. http://www.ymtcollegeofmanagement.org

When you are away from the office:

When you are away from the office Arrange for coverage or leave a voice mail message for callers. Place a short message on the machine. Check your message during a day. http://www.ymtcollegeofmanagement.org

Qualities of a good Voice:

Qualities of a good Voice Distinctness. Vitality. Warmth. Naturalness. Expressiveness. Lower, mellow pitch. http://www.ymtcollegeofmanagement.org

Tips for creating a good image:

Tips for creating a good image Use basic phrases of courtesy- “May I help you?, Please, Thank you, You are welcome.” Use standard, accepted business phrases. Avoid slang- “ uh huh, yeah, or bye bye for good bye.” Do not chew gum. Keep your promises. Smile while speaking. People can “hear a smile” over the phone. http://www.ymtcollegeofmanagement.org

Suggested phrases :

Suggested phrases “Accounting department, this is XYZ. How may I help you.? “Good Morning, XYZ Co. name/office, how may I help you.? http://www.ymtcollegeofmanagement.org


Acknowledgement “Thank you. I’ll check.” or “I’ll see”. “Yes ma’am/sir.” “One moment please, I’ll find out.” “ Yes, you may.” http://www.ymtcollegeofmanagement.org

Report to caller :

Report to caller “ He is away from his desk, may I take a message.” “I’m sorry, XYZ is out of the office , may someone else help you.” “I’m sorry to keep you waiting.” http://www.ymtcollegeofmanagement.org

Obtaining the correct information:

Obtaining the correct information Always repeat and read back messages for accuracy. “Will you please spell your name, please?” “Will you repeat the number, please?” http://www.ymtcollegeofmanagement.org

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Email Etiquettes Your key to effective communication. http://www.ymtcollegeofmanagement.org

Need of Email Etiquette:

Need of Email Etiquette Professionalism - by using proper email language your company will convey a professional image. Efficiency - emails that get to the point are much more effective than poorly worded emails. http://www.ymtcollegeofmanagement.org

What are the Etiquette rules?:

What are the Etiquette rules? There are many etiquette guides and many different etiquette rules. Below is list what is consider as the most important email etiquette rules that apply to nearly all companies. http://www.ymtcollegeofmanagement.org

Tips of Email Etiquette:-:

Tips of Email Etiquette:- Be concise and to the point. Give answer all questions. Use proper spelling, grammar & punctuation. Answer swiftly. Do not attach unnecessary files. Use proper structure & layout. Do not write in CAPITALS. http://www.ymtcollegeofmanagement.org

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Read the mail before sending it. Do not overuse Reply to All. Do not overuse the high priority option. Avoid using URGENT and IMPORTANT. Take care with abbreviations and emotions. Be careful with formatting. Take care with rich text and HTML messages. http://www.ymtcollegeofmanagement.org

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Do not forward chain letters. Do not request delivery and read receipts. Do not ask to recall a message. Do not copy a message or attachment without permission. Do not use email to discuss confidential information. Use a meaningful subject. http://www.ymtcollegeofmanagement.org

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Use active instead passive. Avoid long sentences. Keep your language gender neutral. Do not reply to spam. Use cc: field sparingly. Do not send or forward emails containing libelous, defamatory, offensive or obscene remarks. http://www.ymtcollegeofmanagement.org

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Avoid colored fonts in a professional mails. Use standard font throughout the message content. Be very specific with the use of Bold , Italic or underlined font style. Keep the size of the font visible and constant. Highlights key points to make your mail more visible. Stay on topic and avoid longs dialogs or discussion via email. http://www.ymtcollegeofmanagement.org

Writing a Complaint:

Writing a Complaint You should briefly state the history of the problem to provide context for your reader. Explain the attempts you made previously to resolve the problem. Show why it is critical for the problem to be resolved by your reader. Offer suggestions on ways you think it can be resolved or how you are willing to help in the matter. http://www.ymtcollegeofmanagement.org

When Email Won’t Work:

When Email Won’t Work There are times when you need to take your discussion out of the virtual world and make a phone call. If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to-face. http://www.ymtcollegeofmanagement.org

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Handling of Customer http://www.ymtcollegeofmanagement.org

Be Accessible:

Be Accessible Your customer should be able to get a hold of you, or someone in your company, if they have a question or if they need service. Acknowledge , speak his language, feel sorry for them, be respectful and polite by using empathy words and there you are always present for them. http://www.ymtcollegeofmanagement.org

Respond in a Timely Manner:

Respond in a Timely Manner Make it a policy to tell customer whatever he needs and you know. Customer’s time is very precious as ours. Listen to him completely before answering his queries. http://www.ymtcollegeofmanagement.org

Listen to your Customers:

Listen to your Customers Often when a customer calls, they just want to be heard. In fact, sometimes, just listening is all you need to do. Take the time to listen to what your customers have to say before you start responding or defending your product or service. http://www.ymtcollegeofmanagement.org

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They must having a point. Look and sound like your listening. The customer wants to know that you take care and that you are interested in their problem. http://www.ymtcollegeofmanagement.org

Treat your Customers with Respect:

Treat your Customers with Respect Even if the customer on the other end of the phone is acting irrationally, or being rude, don’t lower yourself to their level by reciprocating. Treat everyone with respect and you will be respected in return. You never know when someone’s just having a bad day, they happen to be taken it out on you. http://www.ymtcollegeofmanagement.org

Don’t Argue with Your Customer:

Don’t Argue with Your Customer You can never win an argument with a customer. We all know customer is not really always right, but instead of focusing on what went wrong and defending yourself, focus on how you can solve the problem or fix the situation. http://www.ymtcollegeofmanagement.org

Honour Your Commitments:

Honour Your Commitments If you offer a guarantee or promise, then honour it. Nothing spoils a Customer Relationship faster then being promise something and not honouring it. Feel the joy of a customer showering all praised on you for keeping promise and helping them out. It’s is the best motivating factor and worth than any other gift you get. http://www.ymtcollegeofmanagement.org

Do what you say:

Do what you say If you say a customer that he/she will be getting a solution fast act on it. Never go back on your words, if you want customer’s. http://www.ymtcollegeofmanagement.org

Be Honest:

Be Honest Don’t exaggerate things, don’t promise things which cannot be delivered just to close the conversation and get rid of angry customers. Think that customer is ever going to make another purchase from the business? Not likely. Be honest and direct about what your products and services can deliver. http://www.ymtcollegeofmanagement.org

Admit when you make a Mistake:

Admit when you make a Mistake No one’s perfect. We all make mistakes; it’s part of learning. So when you do make a mistake, don't try to cover it up or deny it. Just admit it and if necessary , do something to make the situation right. Your customers will appreciate it and they will be more likely to stay customers. http://www.ymtcollegeofmanagement.org

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By:- Prof. Jameel Pathan - YMT College of Management Kharghar Thank You http://www.ymtcollegeofmanagement.org jpathan2011@gmail.com 8976295650

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