Transcript Slide 1
Module 1: Socialize and Introduction Barriers to oral communication – • Pronounce words clearly; eliminate noise • Look for feedback • Rephrase your sentence when necessary (choose simpler words to let your listener understand what you said) Module 1: Socialize and Introduction Barriers to oral communication – • Ask your listener’s feedback by asking “Am I speaking too fast?” • Let other people finish what they have to say: If you interrupt, you may miss something important. You also show a lack of respect. Module 1: Socialize and Introduction Cross-cultural tips To avoid cultural misunderstandings it is important to consider the impact of your behavior--• Body language: In some countries, Thailand as an example, people who are from Thailand don’t like other people touch their body such as shoulder. • The use of titles and names: For some people who are from American somehow like to be called the first name instead of last name; Opposite: Chinese people and/or Japanese people like other people to call the last name to show the respect Module 1: Socialize and Introduction Cross-cultural tips • Language and conversation: Some people who are from Asia don’t like to have too much humors • What to wear/when to arrive/gifts to bring • Society: How much do you know about the country? • The relative roles of men and women Module 1: Socialize and Introduction Sentences for socialize • Small talk/keep conversation going • • • • • • • Nice to meet you /or nice meeting you It was nice to meet you / or it was nice meeting you How’s your flight? /or how’s your trip? How long are you staying in Minnesota? Is this first visit to Taiwan? Have you ever been Taiwan before? How do you like Taiwan? Module 1: Socialize and Introduction Sentences for socialize • Asking help • • • • I need your help for … Could you help/assist me .. There is one thing I need help from you … Can you recommend/suggest … Module 1: Socialize and Introduction Sentences for socialize • Offering assistance • • • • • • • Can I get you anything? May I help you? Do you need anything? Would you like anything to drink/eat? What can I do for you? Can I do anything for you? If you need anything, please let me know. Module 2 - presentation/public speaking Public Speaking • Body language is important • Speak with conviction as if you really believe in what you are saying. • Do not read from notes for any extended length of time although it is quite acceptable to glance at your notes infrequently. Module 2: presentation/public speaking 4. Maintain sincere eye contact with your audience. (Use the 3-second method –eye contact to each audience) 5. Speak to your audience, listen to their questions, respond to their reactions 6. Allow yourself and your audience a little time to reflect and think what your presentation Module 2: presentation/public speaking 7. Keep audience interested throughout your entire presentation 8. Use audio-visual aids to enhance your presentation 9. Have handouts ready 10. Know when to stop talking Module 2: presentation/public speaking Presentation Organization Greeting Introduce Introduce Presentation Explain structure of presentation Present main body (points I, II, III) conclude summarize take questions Module 2: presentation/public speaking Presentation Organization Tips for Presentation • Clarify the structure of your talk/presentation • Help the audience to understand what you are saying • Help to organize your thoughts as you give the presentation Module 2: presentation/public speaking Sentences on presentation/communication as a representative at work: Start Greeting – • Good morning/afternoon/evening, ladies and gentlemen • Welcome to ABC Company Introduction – • Let me start by introducing myself. My name is… • As you’ve already known,… • Most of you know, I am… I am in charge of/responsible for .. • The presentation will take/last about …minutes. • I’m very grateful that you could come today. • It’s nice to see so many faces. • I have prepared a handout which I will pass around. Module 2: presentation/public speaking Sentences on presentation/communication as a representative at work: Subject/Objective – • I’d like to speak about .. • I’d like to talk about .. • The aim today is to give some background about .. • The Objective of this presentation is to present .. • Let’s start with the first point which is .. • OK, We can begin by looking at … Main parts/Outline • I’ve divided/split my talk into four main parts/sections.. • First, what I want to do is to give you some background .. • First, I would like to .. • Second, we will move on to.. • Next/After that/Finally, I will speak about/talk about … Module 3 Phone • • Telephone impressions are as important as in-person impressions (your voice is very important because the other person over the other end of phone can not see you) Always well-prepared Module 3 Phone Preparing to make a telephone call – • Introduce your name, your company’s name (who are you with), and describe briefly what your situation is about and ask for the person who you want to speak to Module 3 Phone Receiving a phone call – • • • send a fax suggesting someone calls you and then be prepared for their call if you expect a call, think about what the other person will say or they will ask if you are busy or not ready when they call, ask them to call back later (it is better to leave their name and contact number with a brief message, so you will call them back with the answer that they need; if you can not resolve their problem; refer the call to your supervisor or someone in the company who can solve the problem for the customer – Customer’s satisfaction is most important in the service industry) Module 3 Phone • • Three things when you make a phone call – confidence, efficient performance, control what happens in a phone conversation to ask caller to call back Within 60 seconds, people will make assumptions about one's education, background, ability and personality based on their voice alone. Module 3 Phone At the beginning of each day: 1. Scheduling outward calls • Make a list of the calls you have to make • Put them in order of priority (essential, desirable, those that can be rescheduled if necessary) • If possible, to think ahead in mind when each call is likely to be suitable for your respondent Module 3 Phone You need to decide when you are able to take calls without having the flow of your other work interrupted. Then, either tell your secretary that you are not available for calls outside or you may use voice mail to accept calls for you. Module 3 Phone Appropriate greetings and endings Appropriate greetings and endings to help to build a good relations with customers and avoid misunderstandings and wasting time. The three elements of an appropriate greeting are: • identifying your company • giving your name and job title/department • asking how you can help the caller Module 3 Phone An Example of answering message: Example 1, Hi, You’ve reached Beatrice Hou at the Research Department of Ceridian Company. I am sorry that I can not take your call at this time. Please note my working hours are Monday through Friday from 8:00 AM to 4:00 PM. If you reach this message during the business hours, I am either on the phone or away from the desk. Please leave your name, phone number and a brief message (some people say: please leave a confidential message) and I’ll call you back as soon as possible. Have a nice day Module 3 Phone An Example of answering message: For example 2, • You are reaching the voice mail of Connie Bass at Technique Department in Ceridian. I am in office today. My working hours are from 8 AM to 5 PM. Please leave your name, phone number and a brief message; and I’ll get back to you within a business day.(because of a high volume of calls, I’ll get back to you within 2 business days) • Usually, we have to return phone calls within a business day. For some busy departments, the staffs state “…I’ll return your call within 2 business days or next business day…” Module 3 Phone Listening skills As an actively listener, we could answer like 'yes', 'I see', 'Okay', ‘right,’ ‘I know what you mean’, or we could be prompts to encourage the caller/customer to say more: 'is that true?', 'are you sure?', etc. Module 3 Phone Here is an example of a call where active listening skills are used and a course of action is agreed: A: Good morning, Beatrice Hou speaking. (or This is Beatrice Hou speaking) B: Ms. Hou, hello. This is Tom Smith from General Mills Inc.. I've got a problem with that last order… A: A problem, did you say? B: Yes, well the order was incomplete. We ordered 300 but when we checked the products, it was obvious that we hadn't got them all. Module 3 Phone Dealing with difficult callers Sometimes a caller is very difficult, especially if complaining. Remember that this caller is a client, or potential client, so your handling of the call could result either in more business or a competitor for your company. We should: • listen without interrupting • gather the facts and make a note of them • take the details so you can get back to them • offer to act as fast as you can • apologize if you have made the mistake • stay calm even thought the caller is angry and possibly abusive Module 3 Phone • • • Taking and leaving messages (clearly, slowly, briefly, and directly) Clearly, slowly, briefly, and directly are the keys for you to leave a message or/and taking a message for someone. For people who are in upper level of companies(such as CEO, executive directors or managers) don’t have time to listen/read your long message; therefore, clear, brief, direct and slow (spell slowly if it is applicable) are the most important keys being an effective secretary/administrative assistant.