Transcript
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RECEPTIONIST ATWORK
BY: AZMI A BAKAR
TIMES Management Training Sdn BhdD:\training slides\MENGENA WATAK !"##t
http://d/training%20slides/MENGENAL%20WATAK%202.ppthttp://d/training%20slides/MENGENAL%20WATAK%202.ppt7/25/2019 Receptionist at Work
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Lets know each other
Interview your partner and introduce
him/ her to us:
Name / nick name
Department/ position
Year of service
Reason of attending this program Others (if any
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Administrative matters
!orning "ea #reak
$unch
%fternoon "ea #reak
&nd the session
'andphone
ashroom )urau
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Program Objective
$earn how to make a first impression peop*e remem#er "o review #est te*ephone practice and *earn how to direct ca**s
correct*y
$earn how to deve*op strategies for dea*ing with difficu*tpeop*e and situations
$earn how to receive visitors professiona**y
Deve*op effective *istening ski**s and focus on customer care
$earn how to stay motivated and #e part of the company team
+enefits
Increased work effectiveness for individua*s through #etterunderstanding and app*ication of the key responsi#i*itiesinvo*ved in this ,o# ro*e
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T$E ROE O% RECEPTIONIST
The Common Roles Support Staff
Office assistant
!ai* and courier service administration
"yping or simp*e c*erica* duties
-ustomer Representative
-oordinating visitors
-ustomer service
"e*ephone Operator
%nswering. transferring and making ca**s
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O&'e Assistant
!ost organiation wi** incorporate theoffice assistant function in thereceptionist 0o# description1
"his is to create more va*ue added ,o#
2u**y optimie the capa#i*ity
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S(me O) the O&'e *(+s
!anaging the mai* and courier serviceadministration1
%ssisting in coordinating the interview
3ayment. invoices and de*ivery order
%dministrative the receptionist area.visitor4s room. meeting and conferenceroom and etc
3aging system1
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INTERNA AND E,TERNASER-ICE
"oo fre5uent*y we think of customerservice as an e6terna* activity:something that occurs outside the
organiation to keep paying customerhappy1 +ut interna* customer service ise5ua**y important1
Receptionist are a*so service providereither to the interna* or e6terna*customer1
Receptionist act as the customer
service representative
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.nderstand The im#(rtant ()attit/de
!ost of the customer service fai* are due toattitude of the service provider as we** as theservice support
)ome of the e6amp*e which re*ated to
attitude are: No ownership of the pro#*em No apo*ogy +*aming of the mistakes onto someone
No reso*ution of the pro#*em cou*dn4t care *ess attitude Over promise and under de*iver
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Root case on the attitde
3oor customerservice ski**s
3oor communication
and team work Negative attitude
"he organiationcu*ture
No training
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.nderstanding the '/st(mer ser0i'e essentials1ills
3roduct / service 7now*edge
8ood communication and interpersona*ski**s
%pp*y effective pro#*em so*ving anddecision making techni5ues andapproach
Negotiation ski**s
3*anning ski**s
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!aining "stomer #rst and Ra$$ort
)how interest
"reat customer feed#ack as priority
Do not #reak promises
2ast respond
-ontinuous -orrective action
%pp*y win9win situation
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TR.ST TRAPS
!aking assumptions
+reaking promises
-overing yourse*f
)preading rumors
+y passing peop*e
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In this session %o wi&&'
Rea*ie the impact of te*ephonecommunications on customer
service
Review how to open. contro*. andc*ose te*ephone ca**s effective*y
$earn techni5ues for managingyour voice and tone
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(estion
hy it is important to answer thete*ephone effective*y
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Wh2 a #r(#er ans3ering tele#h(nete'hni4/es d( im#(rtant
One of the key e*ement in providing effectivecustomer service < competitive edge
%*most =>? to @>? of our communication in
the office invo*ve te*e9communication1 It ref*ects the organiation4s cu*ture and
company4s image
It is a part of communication too*s
Deve*oping additiona* va*ues which #ecomecompetitive advantages
AA
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)ave %o ever heard'
Due to poor te*ephone answering :
$oosing customer or #usiness
3u#*ic re*ation with interna* customer is
#ad and affect teamwork -reated #ad image to the pu#*ic as we** as
customer
-ompetitive disadvantages
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(estion
8ive some e6amp*e poor te*ephoneanswering techni5ues
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S(me () '(mm(n #((r tele#h(neans3ering te'hni4/es5
No proper we*coming and greetings )houting and ye**ing < emotiona*
No courtesies
3oor p*anning and time management
3oor know*edge on organiation. services andproducts
Did not write down the message D:Btraining s*idesB#o*aahmad1pps
3oor communication
Did not fami*iar with the hardware
No initiative
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%hmad. )iti4s hus#and went tothe market and #uy C ki*o of
-hi*i. ki*o of red onion. E>ki*o of rice and = ki*o of sugarand #eing re5uested to hand
over to !s $im1
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"ase std%
)a**y was the accounts e6ecutive for +e*on Nasiona*)dn +hd1 )he is dea*ing with invoices4 payment anda*ways received ca**s from vendors1
One day she was #usy comp*eting the fu** set ofaccounts and as usua* there are many incoming
ca**s for her1 !ost of the time )he did not pick upthe phone and the phone keep on ringing anddistur#s others1 hen her office co**eagues pick upthe phone and wish to transfer to her. sheimmediate*y gave a remarks to inform the ca**erthat either she is not around or on *eave1
hat is your group opinion on her attitude hat wi** #e the impact to:
-ompany -ustomer
-o**eagues %nd you
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#he im$act o* the te&e$hone
"ake a few moments to ,ot down yourthoughts to the 5uestions #e*ow:
"hink a#out when youca** an organiationF
Do you a*ways know the person who answers thete*ephone
"he answer is no1 )oF how doyoufee* speaking toa stranger a#out a 5uestion or pro#*em 'owwou*d youwou*d *ike to #e treated
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Im$act on $erce$tions:
A voice withot a *ace
"a*king to a stranger can make us fee*:uncomforta#*e/threatened
uneasy a#out resu*ts
insignificant
hat he*ps to assure us that we are
speaking to someone who:#e*ieves our ca** is importantcares a#out our pro#*em
wi** take the time to he*p
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Im$act on $erce$tions:
Ana&%+e %or own e,$erience
"hink a#out ca**s you have made forinformation or he*p with pro#*ems
Do you *ike to ca** some organiations #ecause youa*ways get good resu*ts
hat do their te*ephone contact peop*e do
'ow do they make a good impression
Do you dis*ike ca**ing some organiations #ecauseresu*ts are not satisfactory
hat do their te*ephone contact peop*e do or not do
'ow do they ruin the impression of their organiation
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Do you *ike to ca** some organiations#ecause peop*e
sound friendly? give you the right answers?
dont keep you waiting?
Im$act on $erce$tions:
-hat makes the di.erence/
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Im$act on $erce$tions:
-hat makes the di.erence/
0o %o dis&ike ca&&ing someorgani+ations becase:
you are put on hold for a long timeyou are likely to be transferred to thewrong personpeople make you feel as if your call is aninterruption?
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%vai*a#i*ity < "hey want to #e a#*e to make contactwhenever they have a 5uestion or a pro#*em
-ourtesy < "hey want to #e respected as individua*s
&fficient/consistent service < "hey want to knowe6pectations wi** #e met every time
"ime*y responses < "hey want ca**s returnedprompt*y. fo**ow9up ca**s when promised
Re*ia#i*ity < "hey want accurate answers from we**9
informed peop*e %ppropriate referra*s < "hey don4t want to wastetime ta*king to the wrong peop*e
Im$act on $erce$tions:
-hat makes ca&&ers ha$$%/
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Im$act on $erce$tions:
YO1 are %or de$artment)o now you rea*ie that when you
answer the phoneF
YOG are your department YOG are Your Organiation
YOG have the power and responsi#i*ityto create a positive e6perience in every te*ephone interaction
with every ca**er
ROLE PLAYROLE PLAY
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In this scenario, you receive a telephone callfrom the manager of another department
complaining about the number of errors in
the report you submitted.
Staff Member #1: (Answering the
telephone):Good afternoon. Operations Department.
This is (insert your name) speaking. How
may I help you?
Staff Member #2: (Sounding annoyed and
rushed):
!eah" (name of appli#ant)" this is (name of
inter$iewer). I got the report you sent me.
There are at least three errors in it and I%m
not e$en sure that some of the data is
#urrent. I ha$e to ha$e my report in &y '
p.m. today using the information you sent
me.
ROLE PLAYROLE PLAY
In this scenario you recei!e a telephone call from
an angry patient who belie!es he has reached the
"illing epartment$ %ou do not wor& for the "illing
epartment$
Staff Member (Answering the telephone):
Good Afternoon. Blue communication. This is
(insert your name)speaking. How may I help
you?
'ustomer (Sounding angry):
How many times do I ha$e to #all
you regarding my &ill? It%s still notright*?* This is the third time I%$e
tried to get some resolution for these
in#orre#t #harges. I get &ills from
you" and then I get statement from my &ank
saying that e$erything has &een paid. +H,T I-
TH /0O123*?*
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Dealing With C/st(merC(m#laints hen a customer comp*ains. it means they
want to continue to do #usiness with us
Gse the -$&%R techni5ues
- : -a*m your emotions $ : $isten active*y to the customer
& : &mphatise with the customer
% : %po*ogise / %cknow*edge the customer
situation R : Reso*ve the situation #y providing re9
active and pro9active reso*ution
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"a&m %or emotions
"he first factor you have to addresswhen customer are irate is managingyour emotiona* response1
e can fee* defensive. aggressive.impatient. annoyed. upset. to name,ust a few emotions
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2ome idea that have he&$s
"ake a deep #reath( note: not to e6ha*e a#ig sigh
!enta**y step #ack and *ook at the #igpicture
"hink a#out the seriousness of the pro#*em Rea*ie that the customer is not direct*y
angry at youH they are pro#a#*y angry#ecause of the situation or #ecause of their
persona* matters1 Not to ,ump off #ut to put the issue in its#roader conte6t
+uy yourse*f sometime < to de*ay the
emotions reaction and a#*e to think wise*y
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Listen Active&% to thecstomer )tephen -ovey in "he )even 'a#its of 'igh*y
&ffective 3eop*e says: !ost peop*e do not *istenwith the intent to understandH "hey *isten with theintent to rep*yJ1
"here are few *eve* of *istening Ignoring the other person: not *istening at a** 3retending to *isten: using yeah or uh9uh without sincerity
)e*ective *isteningH hearing on*y certain part of conversation
%ttentive *isteningH paying attention to the words that are
#eing said %ctive *isteningH *istening with the intent to understand
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%ctive *istening means *isten withyour ear. your eyes and your heart1
You *isten for content. for meaning
and for fee*ing1
You *isten for #ehavior. using yourright and *eft #rain. your intuition
and your sense1
You *isten for the fact/content andthe emotion #ehind the content1
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-hen %o &isten to %or cstomer3 %oneed to identi*%:
"he content or the reason why thereare fee*ing dissatisfied with yourproduct or services
"he fee*ing or emotion they aree6pressing
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4m$athi+e with %or cstomer
&mpathy is defined as the a#i*ity to putyourse*f in the other person4s shoe. tounderstand their frame of reference
-ustomer are norma**y upset due to : "heir e6pectation are not met
"heir e6pectation were unreasona#*e
"hey have had an a**9round #ad day1
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4m$athi+e techni5es
Rephrase the content: restart thereason the customer is upset in yourown word
Ref*ect the fee*ing: put the emotionsyou are interpreting from the customerinto words1
&1g1: I can understandF(fee*ing when11
(content
%re youF (fee*ing +ecause11
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A$o&ogi+e to the "stomer
Don4t pass the #uck: hen a pro#*emsituation arise it is tempting to avoid it or topass the #uck. to say it was someone fau*t
Doing so wi** on*y ref*ect #ad*y on thecompany as a who*e. and therefore on you
%po*ogiing for the situation. withoutassigning #*ame. wi** he*p move the
customer to a successfu* reso*ution of thepro#*em
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%*ways apo*ogie : "here are peop*ewho are re*uctant to apo*ogie#ecause it wasn4t their fau*t1
"he point is moot < whoever4s fau*tit was is irre*evant. you can sti** #esorry that the customer is
disappointed with the servicereceived1
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Reso&ve the sitation
2ocus more on pro9active options: Is there need for change in a process or
procedure
hat cou*d #e done to stop this fromhappening in the future
hat other sources of information cou*d#e provided to customer
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"reating the "stomer &o%a&t%
It is easy to increase or e6pand your#usiness with your e6isting customerrather than #ui*d up new customer
Deve*op *oya*ty #y using )O"ana*ysis
Identify )trength. eaknesses.
Opportunity and threat of yourcustomer1
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Make the best o* each ca&&
Open the ca** with a ver#a* handshakeJ 3ut a smi*e in your voice
%nswer the te*ephone prompt*y
-ontro* the ca**
%sk pertinent 5uestions !ake notes of important information
-*ose the ca** Ko*unteer usefu* information
%gree on any ne6t steps with the customer
"he fo**owing s*ides wi** he*p you with this processF
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#echni5e 6: #e&e$hone Basics
%nswer prompt*y
If you must p*ace a ca**er on ho*d. ask forpermission and %I" 2OR %N %N)&R
!ake sure the ca**er is on ho*d #efore
discussing the ca**er4s situation with a coworker
"ake messages accurate*y
If necessary to transfer the ca**. give the ca**eran e6p*anation
Never eat or drink whi*e ta*king on the phone
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#ake accrate messages
7eep a note or message pad handy %sk the ca**er for:
Name (#e sure to get the correct spe**ing
Department/-ompany
"e*ephone num#er
-onvenient time to ca** #ack
% short message
%*so note the date and time of ca**
+efore hanging up. repeat the information#ack to the ca**er to ensure accuracy
T h i ! . + t
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Te'hni4/e !: .se 2(/r +est0(i'e
+e carefu* howyou say something: tone of voice accounts for L@? of what *isteners hear and
remem#er
words account for on*y E=? of what *isteners hear and
remem#er
)mi*e when you speakH the ca**er wi** hearthe positive tone in your voice
)peak at a norma* pace. c*ear*y and audi#*y
Kary tone and inf*ection to maintain energy -ommunicate interest and acceptance
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)he se**s sea she**
at the sea shore
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A&wa%s remember this77
hen we communicate with peop*e itis simi*ar *ike we throw a #oomerang 1
If throw positive to peop*e. positive wi**
come #ack to us %nd If we throw negative to peop*e.
negative wi** come #ack to us
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Sending the Message
"he word we use < represent M? of thecommunication process1 Gse specific words +e carefu* with the word #ut < it tends to dis5ua*ify a**
other words used1
Gse positive words such as we ca. we wi**. *et4s atch out negative reaction words such as no. our po*icy is.
it is not my ,o#. I don4t know Instead rep*ace with. norma**y we11 I wi** find out Gse weJ not You and IJ Gse action words when reso*ving issues such as *et4s get to
the #ottom of thisJ Don4t swear
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87 1se %o best voice:
#one changes %or meaning
Repeat the fo**owing sentence a*oud.emphasiing a different word each timeas indicated #y the ita*ics:
Ithink this program is e6citing1
Ithinkthis program is e6citing1 I thinkthisprogram is e6citing1
I think thisprogramis e6citing1
I think this program ise6citing1
I think this program is exciting1
'ow does the change in tone change themeaning
! .se 2(/ +est 0(i'e:
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!" .se 2(/ +est 0(i'e:
T(ne 'hanges 2(/r meaning
Ithink this $rogram is e,citing (others disagree)
Ithinkthis $rogram is e,citing (Im not sure)
I thinkthis$rogram is e,citing (other programsare dull)
I think thisprogramis e,citing (but the room is adump)
I think this $rogramise,citing (I agree, it is)
I think this $rogram isexciting(Im pleasantlysurprised)
Te'hni4/e 6: Ans3er the
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Te'hni4/e 6: Ans3er thetele#h(ne
%nswer in = or fewer rings and use thefour courtesies:
'e**o/good morning/good afternoonJ"N+(fi** in name of your departmentJ
"his is (fi** in your nameJ
'ow may I he*p youJ
Example -Hello! Legal epartment
"his is #arah How may I help you?
Te'hni4/e 7: C(ntr(l the 'all 3ith e8e'ti0e
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Te'hni4/e 7: C(ntr(l the 'all 3ith e8e'ti0elistening
DO -oncentrate on
what the ca**er issaying
3araphrase theca**er to confirmyour understanding
Gse responses suchas yesJ. I seeJ to
show your interest !ake notes ofimportantinformation
DONT Interrupt
2inish sentences forthe ca**er
)witch the ca**er4sfocus
"une outJ and missinformation
'and*e other workthat distracts you
Te'hni4/e 9: C(ntr(l the 'all 3ith e8e'ti0e
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Te'hni4/e 9: C(ntr(l the 'all 3ith e8e'ti0e4/esti(ns
Gse open5uestions: "o get more detai* and discuss the issue with the ca**er
"o understand the re5uest for information
"o manage the conversation
"o o#tain agreement
Open 5uestions are often phrased as statements and #eginwith words such as descri$e% explain% discuss% why% how% tellme a$out&
Examples ' "ell me why you were disappointed with our service%Explain your other o$(ection please% How would you like the situationresolved?
Te'hni4/e 9: C(ntr(l the 'all 3ith e8e'ti0e
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Te'hni4/e 9: C(ntr(l the 'all 3ith e8e'ti0e4/esti(ns
Gse closed5uestions: hen you need a yes/no or specific response
"o gain #etter contro* of the ca** and a ta*kative ca**er
"o shorten ca**s
"o confirm agreement
-*ose 5uestions are phrased as short in5uires andusua**y contain words *ike when% where% how many%how long% to whom&
Examples ' )hen did you first call our office?% "o whichaddress did you send the application?% id you receive theinformation packet we sent you?
Te'hni4/e :
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Te'hni4/e :%('/s (n the 'aller;s '(n'erns
$isten to what the ca**er says
%ddress concerns and 5uestions 5uick*y
%ddress issues 5uick*y and courteous*y Respond in c*ear and positive terms
Offer on*y re*evant and usefu* information
If you ignore concerns. the ca**er wi** either: )top you and repeat the concern or 5uestion
)ay nothing. #ut fee* dissatisfied
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)and&e concerns95estions
$isten to what the ca**er says*#o you are asking how you can develop a personalprofessional development plan?+
%ddress concerns and 5uestions 5uick*y*Let me answer that right away&+
'and*e issues 5uick*y and courteous*y*Ill $e happy to help you+
Respond in c*ear and positive terms*Let me give you the links% then Ill guide you through thesite+
Offer on*y re*evant and usefu* information*In the future you can choose your own password+
Te'hni4/e
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Te'hni4/e
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Te'hni4/e
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Te'hni4/e =:S()ten >+ad? ne3s
3rovide an e6p*anation*)e cant provide that information to a external parties$ecause of the company policy+
+e courteous*I understand that you would like to handle this issuefor your staff+
+e honest1 Don4t mis*ead to #e niceJ*#orry%Im $ound $y the company policy+
)uggest an a*ternative*)hat I can do is give all of the information to theexecutive if she calls me Let me give you my nameagain and direct extension+
Te'hni4/e @: Cl(se the
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Te'hni4/e @: Cl(se the'all
"hank the person for ca**ing
Out*ine any ne6t steps
3rovide assurance that promises to fo**ow9up wi** #e honored (and do fo**ow upP
$et the ca**er hang up first1 "his simp*ecourtesy gives the ca**er a fina* chance toadd something
$eave the ca**er with a positive impressionof you and "N+
Te'hni4/e : %(ll(3
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Te'hni4/e : %(ll(3thr(/gh
If you are una#*e to assist the ca**erat the time of the origina* ca**:
Review the specific 5uestion(s and theinformation needed
8ive the ca**er a time frame for providingre5uested information
!ake a commitment to ca** at an agreed9upon time (and keep the promiseP
Te'hni4/e :
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Te'hni4/e :%(ll(3 thr(/gh'(nt"
!ake the fo**ow9up ca**: 3*an what you are going to say
8reet the ca**er in a friend*y way
Introduce yourse*f and your department
)tate the purpose of the ca**
%sk if it is convenient for the ca**er to ta*k
De*iver your message in friend*y. c*ear and
professiona* terms. *eaving room for 5uestions &nsure that the ca**er4s origina*
5uestion/concern has #een addressed
- &k ith
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-a&k awa% with'
"o a person on the te*ephone you are: % representative of YOGR
OR8%NIQ%"ION
% representative of your department
7ey in providing the *inks #etween staffand other customers. Organiation4s
services and the organiation4sreputation
B P iti
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Be Positive
Deve*op positive mind set "hink 3ositive. ta*k positive and #ehave
positive
"he meaning of communication is therespond that you get
B ti
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Be creative
)ometime when answering. receivingor making ca**s we need to #e creativein dea*ing with peop*e
-reative mean a com#ination methodon some of the techni5ues
D&%$IN8 I"' IN"&RG3"ION
7/25/2019 Receptionist at Work
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An interr$tion is on&% an interr$tion I it issomething that sto$s or hinders b% breakingin on some continit% es$ecia&&% i* itinterr$t %or te&e;conversation
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67/70
Dealing 3ith interr/#ti(ns
7/25/2019 Receptionist at Work
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C(ntr(l 2(/r em(ti(nal and stress
&motiona* +e carefu* with your emotiona* when
answering or making phone ca**s1
)tress can #e caused #y emotiona* % person who are stress wi** inf*uence the
way they communicate such as hottemper. #anging the phone. shouted and
etc1
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If you want to changethe action. you have tochange your thinkingJ
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