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20 Cards in this Set
- Front
- Back
Explain the different meanings upward and downward inflections convey
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Upward inflection-puts question mark at end
Downward inflection-makes you sound knowledgeable and decisive because sentence does not sound like a question |
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Three types of businesses that may deal with high stress situations on the phone
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1. customer service calls
2. telemarketing calls 3. emergency dispatch units |
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List three occasions when speaking slowly on the telephone is beneficial
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1. spelling out names & numbers
2. giving a message that you wish to be written down exactly 3. talking with an angry person |
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Explain how your telephone techniques could affect the company for which you work?
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Your voice is the only impression callers recieve of you and the company
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What are two steps in active listening that help when dealing with an angry caller
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?
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Name three techniques to help reduce physical stress while at work
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1. watch the caffeine and sugar
2. move around, change positions from time to time 3. exercise every day |
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How can asking judgemental questions make a stressful conversation worse
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Judgemental questions make a person defensive, feel like they are being attacked
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How can stress change the quality of a persons voice
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When you are stressed, you may speak too loudly, softly, too rapidly, slowly. Your pitch may rise and your tone will not be pleasant
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Explain how stress, when not overwhelming, is productive
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It heightens your anticipation, focus your attention, helps you think quickly, and sharpens your performance
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What are three ways to take full advantage of a companys training program
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1. take notes
2. concentrate 3. ask questions |
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Four steps involved in effective listening
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1. the physical act of sensing or hearing
2. interpreting the sound 3. evaluating the data and deciding how to use it. 4. responding |
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What is the key to maintaining professional objectivity in the workplace
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controlling and changing negative thoughts and resisting the urge to act on them
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State three factors that would affect an employee's telephone voice
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1. pronounciation of words
2. tone, pitch, speed, volume, emphasis 3. quality of equipment |
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What are three ways to expand you knowledge about your company after you've been employed
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1. read company announcements
2. use procedure manuals, reports, catalogs and files 3. read trade magazines and other publications |
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Explain the difference between pronunciation and articulation
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Pronunciation-voicing the standard, accepted sounds in each word
Articulation-producing the sounds clearly, distinctly and smoothly |
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Three drawbacks and three benefits to using the telephone
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Benefits:
-socialize at moments notice, able to get info. about anything, quick way to reach emergency service Drawbacks: -interupts, does not produce a written record, annoyance |
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Three tools for taking an effective message
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1. keep pens and pencils in reach
2. keep a supply of message pads/paper 3. leave messages where people will be able to spot them easily |
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Name three steps used to control negative thoughts
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1. Be aware of negative moods so as to be able to change them immediately
2. generate positive thoughts and concentrate on them 3. after concentrating on a positive thought for one or two minutes, go back to your productive work |
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Effective communication between two people requires that both have the opportunity to....
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Speak and Listen
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Three types of internal and three types of external roadblocks to effective listening
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Internal roadblocks:
-anticipation, fear, physical aspects External roadblocks: -construction work, traffic, phones ringing |