Lesson 2 Practice Exercise
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Academy of Learning *
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MISC
Subject
Communications
Date
Feb 20, 2024
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docx
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Lesson 2 Practice Exercise
Task 1: Evaluate Your Own Communication Skills
Steps
Results/Comments
1.
Complete the Task 1 questionnaire that follows by typing a “
Y
”
in the column that best reflects your customer service responsiveness.
If you are currently working, then substitute the word “person/people” with “customer/customers.”
2.
Once you have completed the questionnaire, add the total number of answers
in each category and record the total in the table that follows the questionnaire.
3.
Multiply your total number of answers in each category by the points given for that category. Record this answer in the Total Points Per Category
column.
4.
Add your total points per category in the space provided to determine your final score.
Task 1 Questionnaire
Question
Rarely
Sometimes
Often
Almost Always
Do I answer the telephone by the third ring?
Do I apologize sincerely when I have made a mistake?
Do I avoid using idioms and slang?
Do I avoid using technical terms and abbreviations? Do I maintain eye contact when I am speaking?
Do I make an effort in the use of inflection to convey concern or interest on the telephone?
When I cannot do exactly what someone wants, do I suggest options and alternatives?
When speaking, do I give people my undivided attention by stopping other things, such as working on the computer, reading a book, etc.?
When I need to put a person on hold, do I ask permission and wait for a response before doing so?
Do I notice and interpret people’s non-verbal signals?
Do I think before I speak or write?
Is my appearance professional?
Does my body language match my
words?
Do I avoid interrupting people when they are speaking?
Do I try to keep my emotions in check and avoid angry outbursts?
Do I avoid showing off and showing impatience, boredom or contradiction?
Results of Task 1 Questionnaire
Category
Total Number
Of Answers
Points
Total Points Per Category
Rarely
0 Points
Sometimes
1 Point
Often
2 Points
Almost always
3 Points
Final Score
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Task 2: Conduct a Customer-Friendly Attitude Evaluation
Steps
Results/Comments
1.
Complete the Task 2 questionnaire that follows to evaluate your
customer-friendly attitude.
2.
Review the results of your questionnaire.
If you have any No answers checked, then decide how you are going to change so that they become Yes answers. Use your workbook to get ideas. Set yourself short, medium, and long-term goals to achieve more Yes results.
If you have all Yes answers, then ask a co-worker, friend or family member to complete the questionnaire (relating to you) to identify any areas that might need to be enhanced.
Short-term goals are normally 1 – 3 months
Medium-term goals are normally 4 – 6 months
Long-term goals are normally 7 – 12 months
Task 2 Questionnaire
Question
Yes
No
Do I know my working style?
Do I know my back-up working style?
Do I know the main characteristics of the other working styles without looking them up?
Do I assess the working styles of others and try to coordinate with them?
Before I meet with people, do I think about likely trouble spots and areas of common ground?
Before I meet with people, do I formulate rapport strategies?
Do I always
greet people in a polite, courteous, and friendly manner?
When people approach me, do I smile, stop what I am doing, and give them my full attention?
Do I pay attention to the non-verbal signals of the people around me?
Do I listen to what people are saying?
Do I paraphrase what I hear to ensure correct understanding?
Do I try to talk in terms of others’ interests?
Am I punctual?
Do I always contact people if I know I’m going to be late?
Do I take the time to listen to people’s concerns?
Do I take the time to think about other people’s feelings?
If I cannot do something, do I present options and alternatives?
Do I treat people fairly?
Am I prepared to take the time to explain things to others?
Do I explain things to others in a non-superior way?
Do I think about the purpose of a question before I ask it?
Do I think about how I am going to ask a question before I ask it?
Do I know the difference between an open and a closed question?
Am I flexible (prepared to accept changes)?
Am I discreet?
Do I keep myself clean and neat (within the bounds of my job)?
Do I keep my work area clean and neat?
Question
Yes
No
Do I know the various methods for remembering names? Do I know what to do if I forget someone’s name?
Do I help people to remember my name?
Am I detail-oriented?
Do I double-check information before processing it?
Do I double-check e-mail addresses before sending out messages?
Do I double-check fax numbers prior to sending out faxes?
Do I check fax transmission reports to ensure that the faxes have transmitted properly?
Do I always check photocopies to make sure that they are clean, readable, and properly aligned on the page?
When preparing a multiple-page document, do I ensure that the pages are properly collated and that they are the correct way around?
When removing papers from files, or files from filing systems, do I leave some notification?
Do I document all business telephone calls I receive or make?
Do I file papers as soon as possible?
Do I use a “bring forward” file?
Do I always let people know where I’m going and when I expect to be back?
Do I remember, or have a system to remember, birthdays and anniversaries?
When appropriate, do I ask after people’s family, health, etc.?
Do I take an interest in how I can help people?
Do I remember people’s preferences?
Do I remember to thank people for the things they do for me?
Do I always clean up after myself?
Do I take the initiative to replenish stocks when they are running low or have
run out?
Do I make every attempt to create a good first impression?
When I have a long project, do I make a list of tasks?
When I have a long project, do I keep track of my progress?
Do I know the various types of communication barriers?
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Question
Yes
No
Do I try to eliminate communication barriers?
Am I truly committed to quality customer service?
Do I initiate or am I prepared to initiate changes to systems in order to eliminate barriers?
Task 3: Identify Communications that Lead to Poor Customer Service
Steps
Results/Comments
1.
Review Scenario 2-23 that follows, and note in
the table below the scenario examples of poor communication that lead to a lack of internal customer service.
Scenario 2-23
Marvin Dysart is an executive at The Hill Clothing Co. He has been extremely busy over the last couple of weeks making trips to Hong Kong, Singapore, Thailand, and China. He’s also attended a dozen meetings, reviewed new fashion lines, given two speeches… the list goes on. Marvin relies heavily on his administrative staff to keep the operation running smoothly.
Jenna, the CEO’s administrative assistant, drops by Marvin’s office.
“Hello, Marvin, good to see you again. Just a quick one… Mrs. Dupont’s calling a meeting of
top execs for next Tuesday. I will e-mail you all the details later. She wants you to make a presentation on the Thai production project. There is no other business – just your presentation, followed by a general discussion.”
“Okay, Jenna. That’s fine” Marvin says.
A little later in the day, when Jenna has e-mailed the details of the meeting, Marvin approaches one of his staff, Caroline.
“Hello, Caroline, how are you?” he asks.
Without stopping her work or looking up from her computer, Caroline replies, “Fine thanks.”
“I wonder if you’d do something for me, please. I need seven copies of the Thai production project report for a directors’ meeting next Tuesday.”
Caroline nods but she does not look up, make notes, or say anything.
Waiting for confirmation that she’s understood what is needed, Marvin hesitates for a minute. Caroline looks up at him and smiles.
Before he has a chance to ask if she has understood, he’s interrupted. Sheena, another employee, sees him and dashes over. “Hello, Marvin, have you got a minute?” she asks, glad to have run into him.
Sheena leads Marvin to her office and the report is not referred to again until Tuesday morning
when Caroline gives Marvin a small box and says, “Here are the copies of that report you need
for your directors’ meeting today.”
Marvin smiles. “Thank you, Caroline” he says.
As usual, the directors’ meeting is held at one of the company’s branch offices. As Marvin drives to the meeting, he is glad of a few minutes’ peace and quiet.
When Marvin arrives at the meeting, the seven other company executives are just arriving. They proceed to the boardroom.
Marvin opens the box that Caroline gave him. One of the executive assistants comes to his side and volunteers to hand out the reports.
When the preliminaries of the meeting are over, it is time for Marvin to make his presentation. As he starts to talk, he refers his colleagues to the Thai report. He suddenly sees seven confused faces. Fatimah, one of the other directors, quietly says, “This is the Shanghai report.”
Marvin is acutely embarrassed and apologizes profusely. He has a copy of the 50-page Thai report with him, so arrangements are made for one of the administrative assistants at the branch office to make seven copies. The meeting is held up for 30 minutes while the copies are made. To make matters worse, the photocopier kept jamming.
Examples of Caroline’s Poor
Communication
Examples of Marvin’s Poor
Communication
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