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1. Communicating: Telephone Skills
The cost of calling long distance is decreasing and more call centres are springing up to deal with customer sales, help, and inquiries. People in these centres are trained to satisfy customers. As a consequence, customer expectations are high, and rising. Here are some ideas of how you can excel on the phone. Greet people warmly. Let people know immediately that you are there to serve. Start off with an introduction such as "This is John Day speaking. How may I help you?" Have a purp...

2. Communicating: Reading Body Language
Research indicates that only 7 percent of a message is communicated with words; 55 percent is transmitted via gestures, and the balance — 38 percent — from tone. Clearly, we need to be more adept at reading non-verbal cues, so our perceptive radar can pick up messages accurately. Body language can be different in different cultures. But in Western societies, there are some clues to the thoughts and feelings of people. Here are some common body postures and what they mean. ...

3. Communicating using E mail
E-mail is fast replacing faxes and regular mail as the primary written form of communication. The ability to send messages around the world in seconds possesses real advantages over other forms of communication, so one can expect this form of communication to grow at a very rapid rate. Using e-mail effectively will improve the way others view you. Use these tips to be an effective modern-day communicator. Make communicating responses a priority — particularly those required by clients. It will impr...

4. Communicating in a Virtual Environment
In a global economy, people who are located in different cities and countries often work together on common projects. Some of the team players work for the organization while others are contractors. All should be seen as partners in the process. Here are some ideas as to how to work effectively together: Voice mail. Set up a system to allow people to call in their results to a central number. This data can be updated regularly and fed back to all interested parties. Teleconf...

5. Communicating in Writing
Most job descriptions include a requirement for effective communication skills, both oral and written. Sadly, many people find it difficult to express their ideas on paper, and thus to communicate effectively both inside and outside their organizations. Here are some suggestions for improving your writing skills: Think before you write. Could what you need to communicate be better expressed verbally? The most important reasons for written documentation are: an important decision must be made; you are dea...

6. Hiring: Conducting the Interview
As an empowered team member, you can expect to be involved in decisions about who to hire into the department. After all, who is better able to judge the technical skills of potential candidates than the people who do the job! But remember, it is important to find people who will fit in with other team members, so morale can remain high. So take this challenge seriously, as a bad orange can poison the whole bag! Here are some interviewing tips for you: When the candidate enters the room, greet her with a...

7. Communicating: dealing with the informal information
We live in times of turbulent change. People need information to make sense of the things they don't understand. As management typically reacts to these needs, the grapevine will fill in the information gaps for people. Some of the information you will get is true, but a lot will not be. Here are some ways of dealing with the informal information that swirls around you. AVOID RUMOURS Take the attitude that it is better to give too much information than too little...

8. How to Handle Difficult People
Life is about making choices. You can choose the people you want to befriend. But sometimes, in a work situation, you may not be able to avoid people who make your stomach turn when you see them. The type of people you want as little to do with as possible are people who enjoy your failures; insist on telling you what to do without giving you an opportunity to make your own decisions; interrupt at meetings; ...