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ClickView (Firm)
Call Number
XX(302703.1)
Summary
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned. Chapter 1: Phone Greetings. Good phone skills include answering the call in three rings, putting a smile in your voice, introducing yourself, and ensuring it is convenient. Chapter 2: Phone Skills. Learning phone skills such as using the caller's name, asking open questions, using active listening, and recording and repeating information is essential. Chapter 3: Closing a Phone Call. When ending a phone call ensure you agree on actions and follow them up, volunteer any useful information, and identify what happens next.
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0.1474
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ClickView (Firm)
Call Number
XX(303907.1)
Summary
Kylie Bell tells Eve Ash that beyond Maslow's traditional Hierarchy of Needs, Edward Deci and Richard Ryan originated Self Determination Theory (SDT). Ryan and Deci say people have three needs (nutriments) that should be met at the same time in order to be fully motivated and more productive. These are relationships, competency and autonomy. Leaders need to ensure that positive relationships are encouraged so that trust builds as people work together. Leaders also need to let people know when they are doing a good job (competence) by setting goals, key performance indicators (KPIs) and performance reviews against which they can be measured. Above all, people's initiative (autonomy) should be welcomed. Leaders need to allow people freedom to explore and make choices, even mistakes. They then should ascertain how levels of engagement with work have risen, through pre-tests and post-tests.
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Other
Relevance:
0.1414
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by
ClickView (Firm)
Call Number
XX(302709.1)
Summary
We all know you can't manage without meetings and with the impact of technology; many more of them take place online. So how do you run an efficient, effective and productive virtual meeting? The ability to run a good meeting is not a gift, it's a technique. In fact, it is a technique with key elements that apply to face-to-face and virtual meetings. Chapter 1: Meetings - Show You Understand. Show you understand in meetings by listening actively and showing empathy. Chapter 2: Meetings - Work to a Joint Solution. To work to a joint solution you should be assertive, not aggressive. You should ask for other people's ideas, build on them, offer your own ideas, and construct the solution for everyone's needs. Chapter 3: Planning Virtual Meetings. Virtual meetings should be planned, informed and prepared. Chapter 4: Running Virtual Meetings. Hold the sausages! Running virtual meetings should be structured and controlled, include a summary, and encourage further dialogue.
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Other
Relevance:
0.1361
by
ClickView (Firm)
Call Number
XX(302681.1)
Summary
It's often said that Customer Service isn't a department, it's an attitude. The behaviour of front-line staff defines the reputation of any organisation - big or small - which makes it all the more important to get it right. Help your customer service team use their positive behaviour to breed positive behaviour in others. Chapter 1: Behaviour Breeds Behaviour. People mirror the behaviour of others. Your behaviour will affect how others behave, for good or bad, so be aware of what you're doing and how you're doing it. Chapter 2: Choosing Your Behaviour. Behaviour is variable. Choosing the right kind at the moment of truth is critical. It isn't difficult, it's about awareness and discipline. Chapter 3: Behaviour Can Help or Hinder. Your behaviour can help or hinder a transaction. Think about your verbal behaviour: don't dominate conversation, or bully, and listen actively. Think about your visual behaviour: is your body language open and personable? Keep these two things in check for smoother, more pleasant transactions.
Format:
Other
Relevance:
0.1313
by
ClickView (Firm)
Call Number
XX(302492.1)
Summary
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned. This engaging, amusing and highly memorable story presents practical rules for conducting a call from start to finish. An assistant manager of a marketing department is preparing to give the local business community a short seminar on professional telephone skills. But her own skills leave a lot to be desired. Fortunately someone is on hand to show her the mistakes she's making, and how to overcome her shortcomings. This programme demonstrates telephone skills in a highly effective way. Anyone who uses the phone at work will learn how to answer the call with a 'verbal handshake', the importance of preparation, of showing callers that they're understood, and of asking open questions to gain information, using the caller's name frequently to establish trust. Finally the programme tackles voicemail, showing that the same rules apply, whether someone's leaving a message on someone else's machine, or a prompt on their own. Featuring John Cleese and Rebecca Front.
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Other
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0.1231
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