Telephone Technique

CommunicationCommunication

What is communication?What is communication?This is the process of making contact or the This is the process of making contact or the transfer of info between two points, from transfer of info between two points, from one place of person.one place of person.


Communication CycleCommunication Cycle

Feedback: Return

Recipient : Interpreters

Sender:Expressor

Medium:Transmit


Verbal and Non Verbal CommunicationVerbal and Non Verbal Communication

• Verbal communication, is the interaction between Verbal communication, is the interaction between two or more person. This is usually done face-to-two or more person. This is usually done face-to-face. Some of the key components of verbal face. Some of the key components of verbal communication are Sounds, Words, Speaking and communication are Sounds, Words, Speaking and LanguageLanguage


Non Verbal CommunicationNon Verbal Communication

• Non Verbal Communication, This involves the Non Verbal Communication, This involves the exchanging of information or transmitting of data exchanging of information or transmitting of data without the use of words. Some key components are without the use of words. Some key components are Body language and Facial Expression.Body language and Facial Expression.


Active ListeningActive Listening

• Active Listening, is the communication technique Active Listening, is the communication technique that requires the listener to give feed back to the that requires the listener to give feed back to the speaker as to what he/she hears, by way of re-stating speaker as to what he/she hears, by way of re-stating or paraphrasing what he/she had heard in his/her own or paraphrasing what he/she had heard in his/her own words and to confirm the understanding of each words and to confirm the understanding of each other.other.


Telephone TechniquesTelephone Techniques

• Be prompt, always have tools close by to answer Be prompt, always have tools close by to answer questionsquestions

• Be courteous & prepared, always smile, treat each Be courteous & prepared, always smile, treat each caller like a guestcaller like a guest

• Listen Effectively, understand what the caller is Listen Effectively, understand what the caller is sayingsaying


Questioning TechniquesQuestioning Techniques• Questioning Techniques, Asking questions is a Questioning Techniques, Asking questions is a

fundamental part of finding information and subtle and fundamental part of finding information and subtle and otherwise persuasion.otherwise persuasion.

• Closed Question-that seek short answersClosed Question-that seek short answers• Clear Question-Simple and UnambiguousClear Question-Simple and Unambiguous• Open Question-For long detailed answersOpen Question-For long detailed answers• Probing Question-Digging for more detailsProbing Question-Digging for more details• Rhetorical Question-Questions without answersRhetorical Question-Questions without answers

TeamworkTeamwork

What is Teamwork?What is Teamwork?

• This is the process of working collaboratively This is the process of working collaboratively within a group of person in order to achieve a within a group of person in order to achieve a common goal.common goal.

TeamworkTeamwork

Why is Teamwork important?Why is Teamwork important?

• Teamwork is important because it combines Teamwork is important because it combines different skills from many persons and minimizes different skills from many persons and minimizes strength bringing out the best in each member. strength bringing out the best in each member. Working together as a team helps you achieve Working together as a team helps you achieve success quicker and easier than if you were trying to success quicker and easier than if you were trying to do it all by yourself. Members of a team are pulling do it all by yourself. Members of a team are pulling each other up, supporting each other and each other up, supporting each other and brainstorming new ideas together.brainstorming new ideas together.

TeamworkTeamwork

What is member function?What is member function?• Demonstrate Reliability, you can depend on a Demonstrate Reliability, you can depend on a

reliable team member who gets work done and does reliable team member who gets work done and does his fair share of work.his fair share of work.

• Communicates Constructively, speak up and Communicates Constructively, speak up and express their thoughts and ideas clearly with others express their thoughts and ideas clearly with others for the best interest of the team.for the best interest of the team.

• Cooperates with others.Cooperates with others.

Shows commitment to the team.Shows commitment to the team.

TeamworkTeamwork

Difference between Goal and ObjectivesDifference between Goal and Objectives

• A Goal is a aim one sets out to be accomplished and A Goal is a aim one sets out to be accomplished and creating a plan to achieve the desired results. These creating a plan to achieve the desired results. These can be classified as short term or long term, while an can be classified as short term or long term, while an Objective are basic materials put in place by an step Objective are basic materials put in place by an step by step process which contributes to the fulfilment of by step process which contributes to the fulfilment of specified goal.specified goal.

TeamworkTeamwork

Organizational chartOrganizational chart

• Organizational chart, this is a diagram that shows the Organizational chart, this is a diagram that shows the structure of an organization as well as the relationship structure of an organization as well as the relationship and relative ranks and its position.and relative ranks and its position.

Work Effective in an I.T environmentWork Effective in an I.T environment

What is What is Ergonomics?Ergonomics?

• Ergonomics, the study of people efficiency in their Ergonomics, the study of people efficiency in their work environmentwork environment


Safety in the labSafety in the lab

• Safety in the lab includes No running, no eating in the Safety in the lab includes No running, no eating in the lab.lab.


Hardware and softwareHardware and software

• Software is a collection of computer programmes and Software is a collection of computer programmes and related data that provides the instructions for telling a related data that provides the instructions for telling a computer what to do and how to do it. Some computer what to do and how to do it. Some examples include: examples include: an Operating system, an Editor, a an Operating system, an Editor, a Compiler and a Program while Hardware is the Compiler and a Program while Hardware is the physical components of a computer. Some examples physical components of a computer. Some examples includes CPU, Monitor, Speakers, Keyboard, and includes CPU, Monitor, Speakers, Keyboard, and microphone.microphone.


I.T OccupationsI.T Occupations

• There are many occupations in the world of I.T. Below are There are many occupations in the world of I.T. Below are examples of different computer related jobs.examples of different computer related jobs.

• Customer ServiceCustomer Service• DatabaseDatabase• Programmer/Software DeveloperProgrammer/Software Developer• NetworkingNetworking• SalesSales• Webmaster/Web DesignWebmaster/Web Design


Job DescriptionJob Description

• This is a general and written statement of a specific This is a general and written statement of a specific job, based on the finding of a job analyst. This job, based on the finding of a job analyst. This statement normally includes.statement normally includes.

Safety in the WorkplaceSafety in the Workplace

What are emergency PlansWhat are emergency Plans

• This plan outlines the system which are in place to This plan outlines the system which are in place to enable employees to respond in a calm and enable employees to respond in a calm and professional manner as possible to take positive professional manner as possible to take positive actions quickly to mitigate the effects of any incidentactions quickly to mitigate the effects of any incident


Why are emergency plans important?Why are emergency plans important?

• Emergency plans are important because they Emergency plans are important because they provide the workers with the necessary provide the workers with the necessary information they should know incase of an information they should know incase of an emergency should arise example an escape emergency should arise example an escape route incase of an fire.route incase of an fire.


What is an Incident ReportWhat is an Incident Report

• This is a form that is filled out in order to record This is a form that is filled out in order to record details of an accident or unusual event that occurs at details of an accident or unusual event that occurs at the facility. The purpose of the report is to document the facility. The purpose of the report is to document the exact details of the occurrence while they are the exact details of the occurrence while they are fresh in mind of those who witnesses the event.fresh in mind of those who witnesses the event.


Employer responsibility for safety in the workplaceEmployer responsibility for safety in the workplace

• Inform employees about hazards in the workplaceInform employees about hazards in the workplace• Report job-related accidents that results to injuries, Report job-related accidents that results to injuries,

illness as soon as possible.illness as soon as possible.• Comply with safety and health rules that are set by the Comply with safety and health rules that are set by the

employer.employer.• Wear the provided safety gear when workingWear the provided safety gear when working• Familiarize and comply with OSHA standardsFamiliarize and comply with OSHA standards• Exercise OSHA rights and responsibilitiesExercise OSHA rights and responsibilities


Employees responsibility for safety in the workplaceEmployees responsibility for safety in the workplace

• Observe safety sign, which aims to warn of danger Observe safety sign, which aims to warn of danger and hazards. Become familiar with what the various and hazards. Become familiar with what the various signs means.signs means.

• Wearing Protective clothingWearing Protective clothing• Equipments-Ensure employees report faulty Equipments-Ensure employees report faulty

equipments, faults such as damaged cables, worn or equipments, faults such as damaged cables, worn or dangerous appliances and loose or damaged dangerous appliances and loose or damaged connection.connection.

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Telephone Technique