Upon completion of this Unit you will be able to:
- Explain what is communication strategy
- Explain the steps involved in using effective strategies
- State what is a presentation
- Explain the importance of a presentation
- Identify the qualities of a good presenter
- Identify what makes a poor presentation
- Describe the grooming habits necessary for a presenter
- Discuss the different types of presentations that may be delivered
- State what is a conversation
- List two types of conversations
- Distinguish the difference between “hearing” and “listening”
- Explain why listening to customers is crucial to the delivery of quality service.
- Identify five (5) steps to active listening
- Respond to incoming calls
- Put someone on hold and transfer calls
- Handle complaints through the phone
- Take messages
- Make business telephone calls
- End telephone conservations
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