ICAW2002A Communicate in the workplace

Activities
Activity 1 Communication media

Consider all the different forms of media used for communication and place a tick in the boxes you think would be the most appropriate for the message being sent. There may be more than one choice.
Message
Phone
Meeting
Email
Memo
Letter
Advert
In Person
Job Application







Information for staff







List of Specials







Asking a friend out







Message for work mates







Dinner invitation







Seminar Invitation







Feedback on a work task







Calling a meeting







You might like to discuss your answers with a fellow student or your teacher.



Activity 2 Short answer questions


Activity 2 answers
For any kind of communication to take place, whether it is verbal, non-verbal, written or via computers, there are two main components – what are they?Sender and receiver
What kinds of ‘hindrances’ can cause bad or poor communication to occur?
Noise,
poor medium,
misunderstanding,
personal problems,
feeling unwell
How can you tell if someone is listening to you?
Body language,
head gestures,
facial expressions
It is always better to make a __________________ rather than command or order someone to do something.Suggestion or request
Communication is a ____________ process.Two-way
Besides passive communicators there are two other main types, what are they?Aggressive and assertive
List some of the differences between these main types of communication styles:
Aggressive – hurtful, forceful, self-opinionated, commanding.
Assertive – clear and honest, respects the rights of others, requests rather than commands.
Passive – thoughts, feelings and wants are not expressed. You put your own needs last.

Activity 3 Communication faults

Activity 3 Communication faults
Read the following scenario and list the communication and customer service faults.
Robert Martin needed some information on the latest accounting software available from the local Computer Store.
Robert experienced the following:
There was no one at the counter when he walked in, so he looked around the store for a while, then went back to the counter and called out for someone.
A sales person finally appeared complaining about the end of month paper work and how there was not enough time in the day and there were too many interruptions!
Before Robert had time to finish his enquiry the phone rang and the sales person answered the call, which took several minutes to complete.
He finally got to finish his enquiry but the sales person felt there was someone else better suited to answer his questions, so called a second person to the counter.
Robert then had to repeat everything again.
The sales person did not seem interested in his needs and talked him into buying a different version of the accounting software, which cost more.
Robert went away feeling like he had been “fobbed off”, but was pleased to finally have some software.
When he tried installing it however, he discovered the hardware did not support that version of the accounting software, at which point he became very angry and frustrated.
After identifying the customer service faults, write a letter of complaint to the manager of the computer store and make some suggestions towards improving their communication and service techniques.
You might like to discuss your answers with a fellow student or your teacher.

Activity 4 Memorandum

Activity 4 answer
Sample memorandum
Memorandum
To
All Helpdesk Staff
CC
IT Management ServicesYour Name,
FROM
IT Services Manager
DATE
Today’s Date
SUBJECT
Questions for Client’s
REF
Your Initials
The following questions must be asked when logging a support call from clients. These will enable us to help solve the problem as quickly as possible.
Date
Time
Name of client
What section/department/company are they from?
What was the user trying to do when the problem occurred?
Have they had this problem before?
Write down exact wording of any error messages.
Which application were they using?
Did they try re-booting?
Please include all this information on the log sheets provided.



Activity 5 Telephone techniques

Activity 5 Answers
What are some of the advantages of using telephones? Advantages - instant response, speak to someone in person over long distance, they can save time, issues can be clarified over the phone – reduce time and unnecessary delays.
How would you describe courtesy and preferred greeting when using the telephone? Courtesy - respect what the other person has to say, don’t interrupt or cut them off before they are finished. Be polite at all times, even if they are abusive or upset. The success of the conversation relies on this kind of courtesy. A pleasant introductory greeting will be different depending on whether you are making or receiving the call. The greeting is the first impression and can decide how the remainder of the conversation will go.
Briefly list the main points to consider when answering an incoming call. Answer with a greeting such as “Good morning/afternoon”, then identify the name of your company/organisation/department followed by your name and ask, “How may I help you”. If you cannot assist then you should be able to direct them to someone who can.
Briefly list the main points to consider when making an outgoing call. Outgoing call - You may need to organise some information or questions before making the call – be prepared. Identify yourself, ask for the person you wish to speak to or state what you need, so you can be directed to the right person, then outline the purpose of the call or ask questions.
To ensure effective communication, you must speak _________, using a ______ tone and speaking at a speed that can be easily ____________. You must speak clearly, using a pleasant tone... that can be easily understood.
What are two time-wasters that callers are most resentful of?
Waiting for the phone to be answered.
Being put on hold for a long period especially without someone keeping them informed as to how much longer it might be.
List the main steps you should take when preparingto make a telephone call.In the workplace a lot of time can be wasted if you have not prepared what you need to say before making a call. Having all the required information at hand and knowing exactly what you need to say or ask is very important. Write down a series of questions or have a list of specific points in front of you so nothing is overlooked. Take notes during the conversation so nothing is forgotten. Do not rely on your memory.
When concluding a telephone conversation you may have to ________ the key points. You may have to repeat the key points.


Activity 6 Facsimiles


Activity 6 answer
Sample fax – a professional fax wizard was used to produce this document.
We apologise for the delay in delivering the printer cartridges and copy toners you ordered on 25 September.
These items have now come into stock and will be delivered to your office on Friday 5 October.
Please do not hesitate to contact us if there is any further problem.


Activity 7 Case study

Activity 7 Case study
You are to use the following case study to answer all the questions.
Read through it carefully and then refer to this situation as you answer each question.
Imagine that you work in a computer sales and repair shop. Mrs Penn comes in on Tuesday morning. The digital video camera she bought from you a month ago has been damaged in an accident. She put it in for repairs at your shop two weeks ago last Friday. She has not heard from anyone and she needs the camera for a special videoconference she has arranged with her family overseas, next Saturday.
Promoting client satisfaction
How would you and an observer know if Mrs Penn went away feeling satisfied?
Acting consistently with employer’s needs
What would you say to actively promote the image of Bits & PCs? What would you say to reassure Mrs Penn that her decision to buy the Camera was a wise one?
How would you check with Mrs Penn that you had understood her main need in this situation?
What reasonable solution could you find to the problem of the slowness of the repairs?
In the event that it cannot be fixed in time for the videoconference, what will you suggest for her?
Interpersonal skills
Write down four interpersonal skills your employer would like to see you use in a situation like this.
What interpersonal skills would you as a client like to find in someone helping you?
Telephone techniques
How would you answer the telephone?
How would you greet Mrs Penn once she had identified herself?
Questioning techniques
Give two examples of open-ended questions you might ask Mrs Penn.
Give one example of a closed question you would ask Mrs Penn.
Active listening
Write one response that shows that you really heard what she said?
Write one response that shows that you understood and empathised with her.
Write down four ‘listening responses’ you would use in your exchange.
Service follow-up
List three things that you and Mrs Penn could agree on jointly as a course of action. These would be things that either you or your boss or she would do.
How would you check that she was happy with this proposed course of action?
How would you re-check important details like phone numbers and times?
You might like to discuss your answer with a fellow student or your teacher.