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Telephone Etiquette

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Communicating Over the Telephone, Communication Skills

We all spend a lot of time on the phone at work, but may not be aware of the appropriate telephone etiquette. These top tips will help you to understand the etiquette of being on the phone and how to improve your phone technique to get the desired results....

Marilyn Crofts Jun 13, 2017 clearly, etiquette, listen, smile, technique, telephone No Comments

Handling Customer Complaints

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Customer Service, Customer Service Skills

Handling Customer Complaints

When a customer complains, it can be difficult to know how to react and what to do to calm the situation down. These top tips give you some hints on handling customer complaints and how to turn a complaining customer into a happy one. REMAIN CALM When...

Marilyn Crofts Apr 13, 2017 calm, facts, follow up, listen, solution No Comments

Assertiveness

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Communication Skills, Effective Communication

Assertiveness

Everybody communicates in one way or another, but few deliver messages as well as they can. Assertiveness is often seen as a desirable way to get our message across effectively to another person. Get it wrong, and you could be too passive or too aggressive....

Marilyn Crofts Mar 16, 2017 assertive, clear, effective, honest, listen, open No Comments

What is Said and What is Heard?

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Communication Skills, Listening Skills

What is Said and What is Heard?

The Communication Process Listening is the most fundamental component of interpersonal communication skills. Listening is not something that just happens (that is hearing), listening is an active process in which a conscious decision is made to listen...

Marilyn Crofts Feb 27, 2017 communicate, communication, communication skills, listen, listening, listening skills, the ladder of inference No Comments