CHOOSE YOUR

ADVENTURE!

Objectives:

1. To improve your communication2. To improve your phone skills and etiquette

LET’S SHARE OURKNOWLEDGE!

1.What is your philosophy of communication?

2.What techniques are critical to

communication?

3.How should you answer the phone in

a business environment?4.What techniques should be used while on the phone with a caller?

ADVENTURE HERE WE COME!

1. HOW TO IMPROVE YOUR COMMUNICATION

2. PHONE SKILLS AND ETIQUETTE

http://www.youtube.com/watch?v=9j-2gmRVMaU

http://www.youtube.com/watch?v=9j-2gmRVMaU

*If unable to view, copy and paste link*

PHONE SKILLS AND ETIQUETTE1. Smile when you answer the

phone.

2. Speak slowly and clearly.

3. Refer to callers by name.

4. Use courteous respectful

language.

5. Apply the golden rule to every

caller.

LET’S SHARE OUR EXPERIENCE!

Can you think of other phone etiquette tips?

HOW TO IMPROVE YOUR COMMUNICATION

JULIE’S STORYJulie is a waitress at a restaurant. She is going to serve a group of friends who have come in for dinner this evening. In order to provide them with the best experience, Julie needs to use her listening skills.

Julie has just finished:Tallying her previous orderChecking on dessert for a previous customerAdjusting her sock All while speaking to another server on staff.

What should Julie do first?

1.Stop everything she is doing.

2. Finish with her sock. Comfort is important.

3. Check on her other customer’s dessert

order.

IMPROVE YOUR COMMUNICATION SKILLS Technique #1

Julie should stop everything she is doing and evaluate her situation.Specifically, she should stop multitasking.

Stop Everything

you are doing.

FINISH WITH HER SOCK. COMFORT IS IMPORTANT!

After finishing adjusting her sock, Julie should…

Comfort is important, but this is not a communication skill…

CHECK ON HER OTHER CUSTOMER’S DESSERT ORDER.

After checking on her customer’s dessert order, Julie should…

Yes, dessert is important too.But, this is not a communication skill.

Julie stops her multitasking, and focuses on the task at hand.

Julie is ready to approach the

customer who has just been seated.

What should Julie do next?

1. Put on a smile and take a deep breath

2. Think about what she wants to ask the customer ahead of time.

3. Check out the path she should walk prior to approaching the customer.

PUT ON A SMILE AND TAKE A DEEP BREATH.

Yes, smiling is important, but this is not a communication skill.

After putting on a smile, Julie should…

CHECK OUT THE PATH SHE SHOULD WALK PRIOR TO APPROACHING THE CUSTOMER

Safety First! But, this is not a communication skill.

After checking out her path, Julie should…

IMPROVE YOUR COMMUNICATION SKILLS Technique #2

Julie should prepare, and think about what she wants to ask the customer ahead of time.

Prepare. Think about what you want to ask ahead of time.

Julie takes a moment to prepare what she will say to her customers.

She smiles and introduces herself to her table.

What Should Julie do Next?

1.Ask her customers for their drink order.

2.Begin telling her customers about the daily specials.

3.Evaluate how her customers respond to her introduction.

Ask her customers for their drink order

Instead of asking her customers for their drink order, Julie could……..

Julie could choose to do this next, but it won’t improve her communication skills.

Instead of telling her customers about the daily specials, Julie could………

Begin telling her customers about the daily specials

Julie could choose to do this next, but it won’t improve her communication skills.

Improve your communication skills technique #3

Julie should evaluate and pay attention to how her customers respond to her introduction.

Evaluate. Pay attention not only to the words, but the tone of voice in which they are spoken.

Julie is ready

for the next

step…..

Before taking drink

orders or listing the

daily specials, Julie

evaluates her

customer’s response

to her introduction.

LET’S SHARE OUR EXPERIENCE!

What do you think Julie should do next?

COMMUNICATION RECAP

STOP everything you are doing and evaluate your situation.

PREPARE. Think about what you want to askahead of time.

EVALUATE. Pay attention not only to thewords, but the tone of voice in which they arespoken.

LET’S SHARE OURKNOWLEDGE!

1.What is your philosophy of communication?

2.What techniques are critical to

communication?

3.How should you answer the phone in

a business environment?4.What techniques should be used while on the phone with a caller?