Interpersonal Communication Blog

What You Need To Know About Call Center Employment

Mark Coburn — Sat, 24 Sep 2011 05:14:23 +0000

A call centre is an office that is used for making calls to potential customers or receiving calls from customers who require certain information. Calls that are made by customers are called inbound calls while calls made to customers are called outbound calls. In today’s times, major business houses use call centres to either provide information required by customers or with the motive of marketing and advertising their products and services.

A call centre is usually a closed office with different workstations where an individual sits and handles phone calls. The person who attends to these phone calls is called an agent and has a computer at his workstation. He wears a headset so that he can freely operate the computer with his hands. The phones do not ring else there would too much noise and disturbance. It is an automated and computerized process. A queuing system is used for the phone calls. The call is directed to any agent who is free for the longest time. In case all agents are busy with customers, the call is put on hold and as soon as an agent is free, the call is directed to that agent.

There are other jobs as well. There are supervisors to whom the agents have to report to. There are trainers who provide the essential skills to the employees. There are good growth prospects in a call centre.

For employment in the call centres, it is essential to have good communication skills; the agent should be able to pick up the accent of foreign clients and must also be well versed with the use of computers.

Generally, people feel that a call centre job is high profile and rewarding. But there are quite a few problems faced by employees in a call centre. Some of the problems that call centre employees face are mentioned below.

1) Working conditions are poor and of low standards in many companies.
2) Low salary is a common practice in small call centre organisations that are coming up very fast.
3) Employees have very odd timings which hindrances their family and personal lives.
4) Employees are closely monitored by the bosses, so there is no privacy.
5) Many a time, they have to stick to a pre-written script which is quite monotonous and boring.
6) At times, customers are rude and abusive.
7) The job involves a lot of stress as targets have to be achieved.
8) People develop hearing and visual problems.

However, these days, call centre companies are employing innovative steps to boost the morale of the employees and keep them keyed up. Some steps that are employed are as below.

1) The agents are given proper breaks at regular intervals.
2) A senior executive keeps walking around the work floor to talk to the agents, to ask them if they have any problems and to assist them in facing challenging customers.
3) Agents are accorded with monetary benefits and appreciation for their good work.
4) Team work and camaraderie is propagated.
5) The agent is shown a proper career path which motivates him to work better.

Call centre jobs do not need high qualifications. So, it is a good job opportunity for graduates who can earn a decent living. In some small call centres, even under graduates with good communication skills are also given opportunities.

Article Source: http://www.articlealley.com/http://hanimasgidi.articlealley.com/what-you-need-to-know-about-call-center-employment-1154620.html

Author: Hani Masgidi

I have contributed in setting up several contact centers, and have been managing some of them . Out of my own experience in the contact center solution and the CRM industry I am writing this today.

http://www.infomediaconsultancy.com/

Organizational Benifits of Business Communication Skills

Mark Coburn — Mon, 29 Aug 2011 08:40:46 +0000

Feedback is very important in order to give the process of workplace communication process the best effect. Feedback helps to evaluate the effectiveness of our message. It helps us to understand whether the message has been communicated properly or not. If the employer wants to maintain a good workplace communication Process within the company the he should ensure that a proper feedback process is maintained.

Unless you come to know of the reaction that your message has created within the employees of the organisation, it is not possible to take the next step. The manager must create an environment that encourages feedback. For example: after communicating a job assignment, he should ask, “Do all of you understand?” “Is that clear?”

Proper and effective workplace communication is very important in order to ensure a smooth and efficient functioning of a company. The manager of a particular department should have proper communication with his subordinates, so that he is able to keep track of what is actually going on inside his own department, otherwise it will lead to absenteeism amongst workers, lower productivity, development of grapevine networks in an organization. Proper workplace communication not only increases productivity but also creates an easier
atmosphere.

Manager should have personal contact with his subordinates.He should clearly communicate goals and policies of the organization to his subordinates and should get feedback on these goals and policies.

“Do you have any doubts?”, etc. This will ensure that whether his message is understood or not. Workplace communication can be both upward and downward. Upward communication will help the manager keep track of employees’ job satisfaction, their feelings about other employees and also about the organisation. It will help him understand what are the measures he should take to ensure that the employees remain satisfied with their work
environment.

Downward communication is important in many ways. It helps managers to convey what are the jobs that need immediate attention by the employees, what are the various roles that has been allotted to each of them and what are the processes to be followed by them in order to achieve the maximum target within the least possible time.

Similarly we have horizontal Communication in An Organization which is also very important. It is essential that people working at same level should have effective communication amongst them so that there is co-ordination between them. Workplace communication should have clarity, should be concise and to the point. Proper use of body language is always effective. It helps to convey the thoughts and express ourselves better.

Author: Sandeep Verma

Author Bio: Sandeep Verma is writer at ArticlesXpert.com, This Article emphasises on workplace communication in order to achieve maximum result with proper communication in business.For any company to run smoothly with best results there needs to be proper Communication not only within the same level team but also with your seniors.

Article Source: http://www.articlealley.com/http://www.articlealley.com/organizational-benifits-of-business-communication-skills-1610107.html

Business Body Language

Mark Coburn — Mon, 22 Aug 2011 08:09:51 +0000

Body Language is one of the most important aspect in developing a personality. Every individual is been characterized by his/her body language. Generally your body language is been justified by the first contact of the person to you. They generally by their first look notice how your aura is. They will judge your whole character by the way you behave infront of them. Generally before you speak, your body speaks a lot about you.

Posture

If we talk about our posture, we must keep in mind that the most important key people notice in us is how we carry ourself and present before them. We should keep few things in mind regarding our posture that is : When we stand we should keep our stomach in , chest out , shoulder’s back and head up. This few points helps us to show how confident we are.

Handshakes

If we talk about the Handshakes, we must have following points in mind :

1. We should hold persons hand firmly.

2. We must shake hands from web to web, maximum 4 times.

3. We should maintain positive and constant eye contact with the person.

4. We should have a light smile on our face, when we are on the way to handshake.

Eye Contact

If we talk about Eye Contact, generally a good eye contact shows a confidence on your part. It also helps you in understanding what the person saying verbally is correct or not. It is a perfect sign of showing that you are paying attention. Generally if we are good at eye contact our listening capability also increases. We are made to force to listen to a person to whom we are paying attention, which is a good way to present your body language

Written by jontymagicman
Professional Writer

Leveraging DISC Assessment to Enhance Executive Coaching Strategies

Mark Coburn — Mon, 22 Aug 2011 07:36:44 +0000

Fostering a supportive team environment and fortifying corporate bonds will help to increase productivity and profitability within the workplace. Incorporating the use of behavioral assessments within review processes and meetings can help leaders to identify ways to approach particular employees when trying to build their skill sets. Leveraging DISC assessment to enhance executive coaching strategies is your first step in creating stronger team players, and inevitably, a stronger team.

Prior to developing the skills of others, a leader must first refine and perfect his or her own mentoring approach. DISC assessment can help leaders to understand their own strengths and weaknesses, and teach them how to improve upon particular personality traits. In order to strengthen the foundation of leadership and create a healthy team, leaders must display solid communication skills, interpersonal skills, and motivational skills as well as the ability to set solid goals for both individuals and teams, and provide guidance in a positive way. DISC assessments allow leaders to identify qualities that will enable them to positively impact their teams while simultaneously achieving personal goals. Further, solid leaders will be able to inspire commitment, trust, and loyalty amongst their teams while providing advice in a caring, non-threatening manner in order to increase the productivity of and drive the overall success of the team.

Once leaders have worked on ameliorating their own traits, they can then leverage the use of DISC assessment to understand how to more effectively approach, reach, and nurture individual employees. Identifying and understanding the unique behavioral and communicational styles of particular employees will enable leaders to more successfully communicate with each member of a team. Further, behavioral assessments, like DISC, can help both leaders and employees to understand how their individual choices impact the actions of others, how to make themselves aware of their strengths and weaknesses, and how to learn to give and receive feedback. Behavioral assessments may also succeed in encouraging employees to learn, train, and acquire new skills in order to proactively enhance their individual performance levels. Leveraging DISC assessment to grow executive coaching strategies that promote teamwork and employee interaction will likely result in greater productivity.

DISC assessment can also help to enhance corporate coaching strategies designed to reduce and cope with stress as well as those dedicated to increasing motivation and learning how to retain talent. If leaders can effectively motivate employees while simultaneously challenging them and providing them with more opportunities, then the company will benefit in terms of both employee satisfaction and overall success. Retaining superior talent is critical to the success of any company in today’s economic state. Avoiding rehiring and training costs can dramatically reduce a company’s overhead. Leveraging DISC assessment to understand how to appeal to the emotional and mental needs of strong employees will help in maintaining a positive, energetic, and happy atmosphere.

DISC assessment is a vital tool when it comes to developing and maintaining a productive, yet enjoyable, work environment. By understanding and improving upon your own strengths and weaknesses as a leader as well as the needs and goals of individual employees, DISC assessment will enable you to more effectively design your executive coaching strategies so that you can efficiently transform your efforts into productive and profitable results.

About â€˜Your Ultimate Success, Inc’ at discassessment.org:
Founded in 2005, Your Ultimate Success, Inc. has been providing companies, corporations and individuals with coaching, behavioral and values assessments, team building, job benchmarking, and indoor/outdoor experiential learning/team building. Headed by Jim and Jeannine Guerci, the team is committed to instilling positive change through personal and professional development.

Article Author: cguerci

Article Source: http://www.articlealley.com/http://www.articlealley.com/leveraging-disc-assessment-to-enhance-executive-coaching-strategies-844185.html

About the Author: Founded in 2005, Your Ultimate Success, Inc. has been providing companies, corporations and individuals with coaching, behavioral and values assessments, team building, job benchmarking, and indoor/outdoor experiential learning/team building. Headed by Jim and Jeannine Guerci, the team is committed to instilling positive change through personal and professional development

Management Coaching, Using Learning Styles in Coaching and Training

Mark Coburn — Tue, 16 Aug 2011 04:28:26 +0000

In management coaching, we can assume that individuals will learn in a very definite way. For example, a Manager may assume that if you tell them, people will learn; others will say that it is better to show them, and then they will learn. Managers think this because that has been their own experience. However, a simple fact of life is that not everyone is like them! In fact, as a rough guide, you can assume that only 20 per cent of the population are like you, and the other 80 per cent are completely different!

In Management coaching, there are some key principles that really do apply to everyone. In addition, there is the Learning Style Model, which is helpful in providing good guidance in how to coach and train different types of people.

The Learning Styles Model

Different Learning Styles have been researched for many years, but one of the best known, and easiest to use is Fleming’s model. This gives four different Learning Styles

Visual learners
Auditory learners
Reading/writing-preference learners
Kinaesthetic learners or tactile learners

Each of these styles indicates how the person prefers to learn, and what methods to use to in coaching to foster learning. People can, have course, learn well using some different styles, but it will make life much easier for the learner if you can identify their most dominant style.

Visual Learners

Visual Learners learn best through pictures, diagrams, charts and other visual aids. When a visual learner sees a flow chart or diagram, they can take in and remember quite complex information. When there is a very simple diagram, say five blank boxes in a row, they can use this to help them follow the five points you are making to them.

When coaching, help your visual style learner by asking them to write down notes in flow chart format, draw their own illustrations of what they have learnt, or design PowerPoint slides to instruct someone else.

Auditory Learners

Auditory Learners learn by sound and speech, hearing and saying. All learners will benefit from repeating the instruction, goal or information back to you. Auditory learners need to use this as a strategy always, e.g. reading notes aloud, summarising in bullet points by saying rather than writing them.

Remember that auditory learners in a coaching situation are listening and concentrating on what you are saying. They are not watching what you are doing or showing them. If you are demonstrating something, or showing them the written word in any form, be careful that you MATCH what you say with what you do. If you put up a slide, read the slide aloud with the learner.

With goals and deadlines, they will need an aural reminder. If you are an auditory style learner, you will prefer to have this page explained to you!

Read/Write Learning Style

This group learn by reading the information at their leisure, and writing notes to help understanding and learning. In a coaching situation, this learner will need notes or a manual to consult to back up their learning. It is not that they learn entirely from writing, but to digest and make sense of material, they need to read or write.

Read / Write learners need to translate diagrams and charts into summary bullet point statements. Equally, you should check that they have taken written notes of any demonstrations they have seen. In terms of setting goals and remembering deadlines, the read/write learning style definitely need to see these written down, either written by the coach or themselves. They respond well to lists and written reminders.

Kinaesthetic Learners or Tactile Learners

Tactile or Kinaesthetic style are those who learn by experiencing, repeating a demonstration or by working through a process using gestures. The challenge in a coaching situation is that the tactile learner will lose interest with words, or reading, or even summarising themselves. They need to break up the session by watching a demonstration, role-playing or other actions.

These are ‘have a go’ people and it is important that the coach ensures they break down the learning into bite-sized pieces. Otherwise your tactile learner will be off having a go before they are ready!

These few guidelines should help any coach to ensure their coaching sessions become more effective.

Article Author: Kate Tammemagi

Kate Tammemagi specialises in Management Training. She provides Management Coaching for all levels.

Article Source: http://www.articlealley.com/http://www.articlealley.com/management-coaching-using-learning-styles-in-coaching-and-training-1430304.html

About the Author: Kate Tammemagi is Trainer and Consultant in Ireland. She specialises in delivering customised Customer Service Training Courses and Leadership Development Training Courses in businesses, call centres and professional environments.

http://www.focustraining.ie

What is NLP?

Mark Coburn — Sun, 14 Aug 2011 12:58:39 +0000

What on earth is NLP?

Neuro linguistic programming! What a scary title! Until you discover what it really means. Basically, NLP is the study of people; how we use language, how that affects the way things that get stored in our brain, and how the brain controls the behaviour we demonstrate to other people.

The Beginning …

Although NLP started in the field of academic research, it has now become a very practical school of thought. It can be used on personal level to increase self-esteem and self-confidence, to build up motivation, to eliminate fears and phobias. It has also has discovered simple ways to overcome stress and eliminate the negative effects of bad memories. The originators, Richard Bandler and John Grinder, summed it up very well by saying that it would help people to have better, fuller, and richer lives.
It soon became an effective and rapid form of psychotherapy, where it dealt with a range of problems such and such phobias, depression, psychosomatic illnesses etc. It is also used in the treatment of Post Traumatic Stress Disorder. It was quickly realized that there were potential applications to life in general. Particularly in business where people skills were becoming more important. It enabled employees and managers to become more confident when dealing both with clients and each other. People also improved the effectiveness of their communication due to a better understanding of the effects of particular language constructs.

How to Learn NLP

There are many ways of learning about NLP. The Internet is full of books CDs, DVDs and courses from all over the world and this presents The beginner with a problem. How do you decide which is the best action for you to take? Well the easiest is probably to find some basic introductory level material on the Internet. This can range from introductory videos, articles, pod casts etc. You can gain a lot of knowledge from these sources but there will come time when you need a mentor. There are two basic reasons for this. One is that you only have your experience to base your findings on and, two, you don’t get any feedback from a book. Think of it like this, you could read about the Sahara Desert, you could see films about the Sahara Desert, you could get maps of the Sahara Desert. But when you wanted to actually explore the Sahara Desert you would probably feel more comfortable if you had an experienced guide. The guide can point out the best way through uncertain territory, can suggest new ways of approaching things, and can give you real world examples of how NLP theory can be applied.

It’s Easy

Some people may think that all this is going to be so hard to learn. Well let me surprise you – it isn’t! Because of the way NLP is usually taught it covers everyone’s individual learning style by incorporating theory, practice and review techniques in most lessons. Another interesting thing that I was impressed with was that you can use NLP techniques to help you learn NLP. All good training courses will encourage you to sort out hang ups and problems that you may have, within the classroom exercises so that you’re ability to learn new things becomes easier. And the learnings will stay with you for ever. The aim of good NLP training is to reach a stage of what is called unconscious competence, so that you will have learnt things so thoroughly, (by actually doing it in a controlled environment) that you will almost be able to do it without thinking.

What Next?

And what next, you may be wondering? Well you just keep watching this blog because I will be building up a wealth of material that will take you from the basic ideas to more advanced methods and then you can decide which direction to go in next.
I can only wish you bon voyage and even though you may be a plumber, an engineer, an estate agent, an accountant, a doctor, a nurse… It doesn’t matter. What ever you do for a living, you will be able find ways to help you get on with life and people better than you ever did before you started studying NLP. May I you wish a great life!!

Written by nlpman
retired NLP Master Trainer,Life member of International NLPTrainers Assoc, owns site nlpman.eu

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Interpersonal Skills Training and Resources

Mark Coburn — Sun, 14 Aug 2011 12:54:18 +0000

So, what are interpersonal skills? Did you realize that sales success, negotiating, achieving goals, working relationships, dating and personal relationships and so much more relies mostly on your ability to communicate well?

Learning to master your or otherwise known as communication skills can be the difference that makes the difference.

But what are interpersonal skills?

They are the core skills we use to interact with other people in our everyday life and indeed for the rest of our lives.

Agian, sometimes referred to as communication skills, people skills or soft skills, they are the skills we use via our words, our voice and our body language to communicate our message to others.

As we enter the world we naturally model these skills from other people and as we grow we continue to create and develop our own unique styles of communication. These skills will have been learned mainly unconsciously.

Fact:

Did you realize…that only around 7% of human communication is perceived by the receiver via the we speak?

Amazingly 38% is via our and the way in which we say something, and a whapping 55% is through our language!

Still, how many of us actually study the factors that control over half of our communication?

What other benefits are there to improving my interpersonal skills?

The results of learning advanced communication skills therefore enhancing your ability to interact well with others can be amazing, not to mention the impact it can have on your company or working environment if the team were to advance in these skills. Here are just some of the advantages…

Less stress and frustration, more understanding and co operation
Less conflict and disagreement, a deeper sense of trust, support and productivity
Less uncertainty and negativity, an increase in confidence, energy, focus and productivity
More team work and an increase in company moral boosting happiness and well being

The positive effects are infinite and timeless.

Needless to say, there are many forms of communication and different types of interpersonal/communication skills. However, there is one element that is the underpinning and most important process in any effective communication.

It is the foundation stone and magic that is .

People tend to – like and spend their time with, believe in and support, agree with, buy from, be influenced by and recommend people that they are in rapport with.

Indeed, most business deals are made on the basis of rapport rather than on technical plus points.

Learning to master your rapport skills is an exceptional place to commence your quest to communication excellence.

interpersonal skills training and resources, a one stop shop for all related to intterpersonal skills.

Professor Bob Bontempo reveals how to enhance your influence through self-awareness. Bontempo is the faculty director of Columbia Business School Executive Education’s “Persuasion: Influencing Without Authority.” Hosted by the Office of Alumni Relations on June 16, 2009, this presentation was part of the School’s third annual Worldwide Alumni Club Event, a celebration of the 38000-strong Columbia Business School alumni network. Between June 4 and 17, more than 40 alumni clubs around the world hosted events ranging from panel discussions and career workshops to intimate dinners and happy hours, with some chapters organizing receptions at the homes of alumni.
Video Rating: 4 / 5

Improve Interpersonal Communication Skills In 3 Simple Steps

Mark Coburn — Mon, 08 Aug 2011 11:08:16 +0000

The need to improve interpersonal communication skills grows urgent every day. It’s a skill set highly sought after by companies big and small.

After all, these skills have been used to negotiate treaties, peace talks, salary raises and basically anything else you can think of. They have been used to win battles, campaigns and client deals.

Whatever your battlefield is, they will come to your rescue. Improve your interpersonal communication skills using the tips below.

Step 1: Address People By Their Names

Knowing the names of the people you talk to, and using their names, give you power. People like hearing their name because it shows that you acknowledge their presence. Besides, everyone has been trained to respond to their name since birth.

For example, when asking for an update on a company project, say, “Hey [insert name], what’s the latest on Project X?”

Using people’s names also makes them feel more at ease with you. Just don’t overdo it since that might give people the wrong idea.

Step 2: Be More Relatable

One way to improve interpersonal communication skills is to become more relatable or at least, foster an appearance of being more relatable. Why? Because when people find something in common with you, they are more inclined to trust you.

Don’t act all high and mighty with the people around you, because that merely breeds animosity and contempt. No matter what anyone says, you can’t force cooperation or openness.

Step 3: Be Appreciative

Another good practice to improve your interpersonal communication skills is showing your appreciation.

People are seldom thanked these days. Sure, serving you coffee is part of the secretary’s job, but that doesn’t mean a little thank you won’t go a long way. What about the security guard who opens the door for you? That merits an appreciative smile or a nod at least.

Being appreciative not only gives others a really good impression, it also paves the way for a smooth sailing relationship.

With these tips on how to improve interpersonal communication skills, you are now equipped to face another day of work. This time, however, you will find changes big and small happening all around you.

You will realize how different people react to a person who remembers their name, has the ability to mingle with everybody and appreciates their efforts.

Discover secret conversational hypnosis techniques to easily communicate with anyone and change their way of thinking! Get a FREE course that reveals some of the most groundbreaking mind control techniques and persuasion secrets at http://www.20daypersuasion.com/secrets.htm

Article Author: Michael Lee

Article Source: http://www.articlealley.com/http://www.articlealley.com/improve-interpersonal-communication-skills-in-3-simple-steps-1764149.html

Job Interview Preparation

Mark Coburn — Fri, 05 Aug 2011 01:56:22 +0000

Going for job interview and do not know how to prepare! Well,here are some points, which you must consider while going for the job interview. Giving an interview is not any simple task. Remember that interview is not any general conversation, but is a test to assess you. Going for interview without any preparation, will land you in trouble and you will lost your impression forever. You must do good, planned preparation for the interview.

Before going for a job interview, collect all the data about the employing company. Visit the web sites and point out necessary information about the company. Write down the standard type of questions you will be asked by the interviewer. Prepare for your answers. Put your answers based on the facts and your qualification. Because, the entire outcome from the interview is dependent on how you answer the questions and how smartly you justify yourself.

Always be ready to be able to say why you are looking for this job, why you want to do this job in this particular organization. Then questions like what your weakness and strengths are, then what are your best achievements are, what you really want to accomplish as a career, what your experience tells you and many such general questions. The answers to these type of questions should be informative and you must justify your points in details. Point out some examples by which you can best describe your answers. Have detail study of examples you are going to point out.

Then get the handbook of company’s terms and conditions. Go through it properly and you can save your time at the time of interview. Collect the hard substantiation as an evidence for what you have accomplished, which will put you ahead of the others who are competing with you. Make sure you resume or CV is up to date and keep it very clean and noteworthy. Carry your latest updated resume with you even if already given to the interviewer. Always carry more than one copy of resume with you.

Try to collect and remember the company relevant issues. Prepare some questions to ask about the company role and related topics. Search for the company’s trade and research company policies. You can ask any doubts if you have any in your mind.

Always review your aim, short-term goals, and long term goals. Speak honestly and clearly. Be energetic and build the rapport with the interviewer. Justify them how you plan to achieve them with every thing you got. Make sure that you have at least two or three good references, which will put you, one-step ahead of the other candidates. Always have a positive mind set, be enthusiastic and focused. Think of various strategies to deal positively with the flaws you have. Try to get some personality tests. Personality tests shows your merits and weak points, and be able to act positively from the results.

Then at the last minute, dress properly. Wear good combination of formals, and dress smartly. Be confident and look smart.
Muna wa Wanjiru Has Been Researching and Reporting on Job Interview for Years. For More Information on Job Interview Preparation, Visit His Site at http://www.merpetsales.com/job-interview/Job-Interview-Preparation.php

Article Author: Peter Gitundu

Article Source: http://www.articlealley.com/http://www.articlealley.com/job-interview-preparation-should-involve-the-following-564891.html

About the Author: Peter Gitundu Creates Interesting And Thought Provoking Content … http://gitundu.com