Communicate in the Workplace Report tips Report tips

Communicate in the Workplace Report tips

Report tips • Welcome back from your holidays everyone. • This Term is very short yet very busy! We will only have 4 lessons before our final exam revision. • These slides will help you complete the report from 27 September

Part A Establish contact with clients who call the helpdesk: • This question looks at Verbal and Non Verbal communication – – What verbal things do you need to be careful of when you talk to people on the phone in a helpdesk eg. Tone of voice, speaking fast, using too much technical jargon What non-verbal things do you need to be careful of when working in a helpdesk? Can people hear you smile when you are on the phone? ?

Part A Process Information in the Helpdesk • This question looks at how you would manage customer questions at an IT helpdesk. - How would you record customer problems? Eg. Write them down on paper? use Excel? or use a database? - Would you prioritise calls? Eg. High, Medium or Low Priority? - How and when would you follow up calls? Eg. 1 week after the problem was fixed. • Just for Fun: Helpdesk companies use large customer databases. An example to play with is: http: //www. liberum. org/external 1. html

Part B Setting up the joint venture • A joint venture is when 2 or more businesses have an agreement to work together • For this question research Chinese cross cultural communication eg: http: //www. cyborlink. com/besite/china. htm • Did you know it’s bad luck to drop your chopsticks? What would this mean if you were at a business lunch in China?