Show:
Who's Who?
(Know Your Customer)
Gift Giving
(Giving Feedback)
Put Your Helmet On
(Receiving Feedback)
Wait A Minute
Mr. Postman
(Email Etiquette)
Say What!
(Phone Etiquette)
100
This is someone within your organization whom you provide products or services to.
What is an internal customer?
100
Ask them if it is a good time. Ask them if they are open to receiving feedback.
What is the first thing you should do if you are going to give someone feedback?
100
Make sure you are ready to listen. Be open to the feedback. If it is not a good time, ask if you can reschedule.
What is the first thing you should do when receiving feedback?
100
Facts or brief questions
What should emails contain?
100
You are alone and in a private setting.
When is using the speaker phone acceptable?
200
This is someone outside your organization whom you provide products or services to.
What is an external customer?
200
Seek a private setting, Be open and honest, Focus on behavior rather than the person, be descriptive rather than evaluative, Own the feedback- Use "I" Statements
What are the feedback guidelines?
200
• Right frame of mind • Treat feedback as a gift • Ask clarifying questions
What are some ways not to become defensive?
200
One! You should include only one subject point per email
How many talking points should be included in an email?
200
Requesting already documented information, Continuing a conversation while answering a call, Background noise, Eating or Chewing gum, Extended hold times, Multiple transfers, Using acronyms or slang
What are things you should avoid when talking on the phone?
300
Treat them like one of our customers!
How should we communicate with another SEI employee?
300
When someone has done something positive that you would like them to continue doing. And when you observe someone doing or making the wrong choices.
When do you give someone feedback?
300
Think about the feedback, if you still don't agree; discuss with the gift giver a day or two later.
What should you do if you don't agree with the feedback you received?
300
Those who need to take an action should be on the “To” line. Those who are being made aware “CC”
What is the difference between the “To” line and the “CC” line?
300
Brief and to the point are best when leaving one of these.
What is a Voicemail?
400
The internal customers must also be kept happy for the well-being of the organization. Engaged employees take excellent care of our external customers.
What is the importance of knowing your internal customers?
400
Fear of confrontation, fear of opening up your own faults, fear of resentment towards one another
What are some reasons we avoid giving feedback?
400
Thank You!
What you should say after receiving feedback?
400
Only when everyone included needs to be made aware or required to take an action.
When should you use Reply All or CC?
400
Smile, frequent pauses, drink water
What can you do to improve your voice tone?
500
Small acts of kindness, Thank you’s, Showing appreciation
What are some ways you can thank your internal customers?
500
We lose an opportunity to grow as a team
What is lost when we choose not to give honest feedback? Feedback is a gift. It is the opportunity for all of us to learn.
500
Be self reflective. Grow and learn.
What should you do with the feedback you have received?
500
A letter or email written when you are angry or frustrated.
What is a Lincoln Letter?
500
These nonverbal speech sounds provide subtle but powerful clues into our true feelings and what we really mean.
What is voice tone?