Understanding
One Another
One Another
True or False:
Body Language matters when talking to and listening to others.
True
Example:
Body language can communicate without words whether you are interested or listening to someone when they are speaking.
Scenario:
Jenny works for Marketplace Grocery Store in the Produce Department. Her department phone rings and she answers it. What is an acceptable way to greet the person on the other end of the phone?
"Hello, this is Jenny in produce. How may I help you?"
What are the two most common things to say when asking for or receiving something from someone?
Please
Thank you
True or False
The best workers never ask for help.
False
Asking for help is a good decision if you are unsure of what to do or have trouble doing something.What is criticism?
Finding fault with others
Facing the person who is talking to you
Smiling
Sitting up tall
Scenario:
Hank is expecting an important call. He is working as a cashier and waiting on a customer when his phone rings. Is it acceptable for him to briefly answer his phone and tell the caller he will call back on his break?
No.
What is the definition of considerate?
Thoughtful and caring about others
What does it mean to assist someone?
To give help
What is constructive criticism?
Tips that help someone improve.
Scenario:
Jerry and Bill were having a disagreement. Bill had his arms crossed and was tapping his foot. He was also frowning. What is he communicating to Jerry?
He is showing impatience with his foot tapping
He is showing a closed mind with his arms crossed
He is possibly showing anger or frustration with his frown
When taking a message on the phone, what are two of 4 vital (important) things you need to write down in the message?
Bonus points for listing the 3rd-50 points
Bonus points for listing the 4th-50 points
The name of the caller
The callers phone number
Also-Time and date of the call
Also-The message. What do they want?
What is the definition of atmosphere as it relates to a place?
The mood of a place
Scenario:
You have a question about stocking the pasta sauce. Your boss is talking to another employee and you have been waiting 10 minutes for him to be available.
A. Should you interrupt the conversation?
B. Continue to wait until he is done?
C. Find someone else to help you?
You should find someone else to help you.
There are experienced employees who may have the answer to you question. You are wasting valuable time waiting longer than just a few minutes.
What is feedback?
Information people give you about your work.
Janet is talking to Mary about her trip to Montana over the weekend. Mary is leaning away from Janet and looking at her watch. What is Mary trying to communicate through body language to Janet?
That she would like to end the conversation and that she is possibly late or needs to be somewhere soon
What are 2 of the 4 things you should say when leaving a message?
Bonus points for listing the 3rd-50 points
Bonus points for listing the 4th-50 points
Give your name
Explain why you are calling
Speak slowly and clearly
Leave your phone number
Scenario:
True or False
You are with a customer who asks to see the manager. When you go to the manager's office, he is on the phone. It's ok to interrupt the phone call because a customer is waiting.
False
What can you do instead of interrupting your boss?
What does tone of voice mean?
A way of speaking that shows a certain feeling.
Scenario:
Helen was called into the office to visit with her boss Mrs. Johnson. Her boss told her that she was doing a great job but that there were a few things that she wanted to go over with her so she could do her job better. How would you describe what Mrs. Johnson is doing?
She is giving Helen feedback about her work and constructive criticism to help her improve.
Your boss is talking to all of the employees about some new changes at work. You are listening but you are looking at your phone. Is this OK? Yes or No
No
Your boss might get the impression that you are not listening, or do not care. It is also a sign of disrespect.
Scenario:
You are a receptionist and your main responsibility is to answer the phone and transfer calls. What are 3 things you should do when answering a call?
Answer quickly
Speak clearly
Ask politely who is calling
Ask how you can help
Ask people if they would like to leave a message before putting them on hold while you transfer the call.
Why is it important to be polite in the workplace?
Customers will come back for more business because of the pleasant atmosphere and considerate treatment.
What are some good tips to use when asking someone for help?
Be polite.
Use a friendly tone of voice.
Make sure the person has time or that it is a good time for them to help you.
If it's not a good time, ask when a good time would be to come back.
Scenario:
Jack asked Bill to help him organize inventory in the warehouse. Bill was not busy but told Jack he had something else he had to do. Bill said, "I could really use your help and expertise on some of the storage. I did it last time by myself. When would you be able to help me?"
What kind of feedback is Jack giving Bill?
Constructive criticism.
He gave Jack a positive compliment but followed up with some feedback that was constructive and was polite in asking when he would be available.