CASE STUDY 1

Read the office situation provided below an utilize a variety of communication modes as you respond to the question that follow. Chester visite the office of the government agency. As he approach the receptionist desk, he saw that she was speaking to a person staning at the desk. He stood nearby an was able to hear the conversation. He then realize that they were chatting about their weeken's activities. He continues to wait for a while hoping that the receptionist would notice him. Unfortunately, he was ignore until he sai "excuse me". The receptionist turned her back to him an continue her conversation 1. State the core problem of this situation. 2. Explain the impression that are create as a result of this situation. 3. Outline the approach that should have been taken. 4. How can the company ensure that this situation is not repeated.

CONTACT WITH CLIENTS

Contact with clients involves four elements- attitude, sensitivity,grooming an interpersonal skills. Briefly explain each element.

Meeting Terms

How does unfamiliarity with meeting terms affects the individuals ability to effectively take minutes?


Discuss two meeting terms that stand out in your mind .

HOME WORK

HOME WORK

1. List and explain four (4) procedure used to secure telephone message whether by paper or electronic device at the office.

2. How should a fault discovered with the telephone or telephone equipment( voice mail recorder ,cords, buttons not pressing) be handled.

Due date: Monday March 8,2010.

Transfering a telephone call

Class Test. (1)

Instruction: Read the question below and respond via blog. Only comments received today will be graded.


1. List the steps in details how a telephone call should be transferred to a third party in an organisation.

HANDLE TELEPHONE CALL

Why is it important to use proper dialect and no slang when communication with customers via the telephone?

Questioning and Listening

It is very important that you actively listen to your clients and ask relevant question. Why is this so?