There are several points to remember when you meet new people, interact with your fellow employees, and engage with the patron.
Always be on time
introduce yourself with appropriate information
shake hands
make the individual feel comfortable and welcome
introduce individuals
overcome your shyness
your body language is important
Accept a compliment
Maintain eye contact. If you are facing a group, keep shifting your eyes and try to maintain eye contact with everyone around.
Don’t over talk
Be a good listener
Respond to the conversation
Be courteous and pleasant
Don't interrupt
Don't have the 3rd person witness a negative interaction
Don't criticize publicly
Use your manners when eating-meals manners are just as important as any other type of manners. Here are some suggestions.
Don’t' start eating until everyone has been served.
Set your pleases, thank you, and your welcomes
keywords---some useful and interesting information and motivation
Saturday, June 26, 2010
Friday, June 25, 2010
Important Telephone Skills
Telephone Skills
We use the telephone at home and at our work place. Anybody and everybody can make a call and receie a call. But, that isn’t all. Receiving a call is not just about picking up the receiver and yelling a ‘hello” and doing something else and talking to the caller. Definitely not while at work. So, here are some tips on how to receive and make calls.
Telephone tips
1. Treat the call as if it were a meeting.
2. Decide what you’ll do if someone answers other than the person you’re calling. Would you prefer to leave a message, go to voice mail, or call back later?
3. If you’re on duty and know that someone would call you at that time, be at your desk at the appointed time.
4. Learn the names of the people who answer the phones at the numbers you call most frequently. Speak pleasantly to them, and if you talk to them very, wish them on occasions like a New Year or Diwali.
Do’s and Don’ts
1. Don’t type or shuffle papers while you’re on the phone – it suggests that you’re not listening to the caller.
2. If you have to put the phone down, do it gently.
3. Do not eat anything while talking.
4. If you have to sneeze or cough, turn your head and cover your mouth – and the receiver.
5. Speak directly into the receiver – don’t bury it in your shoulder or neck.
6. If you dial the wrong number, explain yourself and verity the phone number so you don’t repeat the call. Don’t hang up; that’s just rude.
7. Cut down on the background noise when taking or making a call. Radios, televisions, and even computer bleeps can be distracting over the phone.
Taking messages
1. Note down the time and date the call came in.
2. Verify the caller’s name, company name, and phone number.
3. Put your initials besides the message, so that, if the person who received the message has any questions, he or she can contact you.
4. Try to get a short statement about the caller’s purpose and put that down along with the message.
Note: When someone is in the bathroom, having bath – the speaker can say “he is in the bath” or “he is having his bath. Can I ask him to call you back”. If at work, the boss in the toilet, the person who picks up the phone must say “he is in the cloak room. Can you hold on” or “he is in the wash room. Would you mind holding on or can I ask him to call back”.
We use the telephone at home and at our work place. Anybody and everybody can make a call and receie a call. But, that isn’t all. Receiving a call is not just about picking up the receiver and yelling a ‘hello” and doing something else and talking to the caller. Definitely not while at work. So, here are some tips on how to receive and make calls.
Telephone tips
1. Treat the call as if it were a meeting.
2. Decide what you’ll do if someone answers other than the person you’re calling. Would you prefer to leave a message, go to voice mail, or call back later?
3. If you’re on duty and know that someone would call you at that time, be at your desk at the appointed time.
4. Learn the names of the people who answer the phones at the numbers you call most frequently. Speak pleasantly to them, and if you talk to them very, wish them on occasions like a New Year or Diwali.
Do’s and Don’ts
1. Don’t type or shuffle papers while you’re on the phone – it suggests that you’re not listening to the caller.
2. If you have to put the phone down, do it gently.
3. Do not eat anything while talking.
4. If you have to sneeze or cough, turn your head and cover your mouth – and the receiver.
5. Speak directly into the receiver – don’t bury it in your shoulder or neck.
6. If you dial the wrong number, explain yourself and verity the phone number so you don’t repeat the call. Don’t hang up; that’s just rude.
7. Cut down on the background noise when taking or making a call. Radios, televisions, and even computer bleeps can be distracting over the phone.
Taking messages
1. Note down the time and date the call came in.
2. Verify the caller’s name, company name, and phone number.
3. Put your initials besides the message, so that, if the person who received the message has any questions, he or she can contact you.
4. Try to get a short statement about the caller’s purpose and put that down along with the message.
Note: When someone is in the bathroom, having bath – the speaker can say “he is in the bath” or “he is having his bath. Can I ask him to call you back”. If at work, the boss in the toilet, the person who picks up the phone must say “he is in the cloak room. Can you hold on” or “he is in the wash room. Would you mind holding on or can I ask him to call back”.
Thursday, June 24, 2010
Group Discussion Skills
GROUP DISCUSSION SKILLS
Group discussion allows you to exchange information and ideas and gives you the experience of working in a team. In the work place, discussions enable the management to draw on the ideas and the knowledge of staff, and to acknowledge the staff as valued members of a team.
Some dos and don’ts for group discussions:
1. A group discussion is your chance to be more vocal. The evaluator wants to hear you speak.
2. Be as natural as possible. Do not try and be someone you are not. Be yourself.
3. Take time to organize your thoughts. Think of what you are going to say.
4. Seek clarification if you have any doubts regarding the subject.
5. Don’t start speaking until you have clearly understood and analyzed the subject.
6. Agree or disagree with the other person’s views and then move on to express your views.
7. Your body language says a lot about you – your gestures and mannerisms are more likely to reflect your attitude than what you say.
8. Language skills are important only to the effect as to how you get your points across clearly and fluently.
9. Be assertive but remember DO NOT DOMINATE ; try to maintain a balanced tone in your discussion and analysis.
10.Don’t lose your cool if anyone says anything you object to. The key is to stay objective: Don’t take the discussion personally.
11.Always be polite: Try to avoid using extreme phrases like: ‘I strongly object’ or ‘I disagree”. Instead try phrases like: “I would like to share my views on…’ on ‘One difference between your point and mine….’or “I beg to differ with you”.
12.Do not try to talk all the time. Lead your team to speak This shows your leadership skills. Motivate the other members of the team to speak –(this surely does not mean that the only thing that you do in the GD is to say “let us hear what the young lady in the pink saree has to say,” or “Raghu, let us hear your views”), and listen to their views. Be receptive to others’ opinions and do not be aggressive.
13.If you have a group of like-minded friends, you can have a mock group discussion where you can learn from each other through giving and receiving feedback.
Apart from the above points, the panel will also judge team members for their alertness and presence of mind, problem-solving abilities, ability to work as a team without alienating certain members, and creativity.
Don’t lose heart if you did not do well in your first group discussion.
The best possible preparation for a group discussion is to learn from your past mistakes. Look at every opportunity as a learning experience and try not to repeat the mistakes that you did in this one.
Group discussion allows you to exchange information and ideas and gives you the experience of working in a team. In the work place, discussions enable the management to draw on the ideas and the knowledge of staff, and to acknowledge the staff as valued members of a team.
Some dos and don’ts for group discussions:
1. A group discussion is your chance to be more vocal. The evaluator wants to hear you speak.
2. Be as natural as possible. Do not try and be someone you are not. Be yourself.
3. Take time to organize your thoughts. Think of what you are going to say.
4. Seek clarification if you have any doubts regarding the subject.
5. Don’t start speaking until you have clearly understood and analyzed the subject.
6. Agree or disagree with the other person’s views and then move on to express your views.
7. Your body language says a lot about you – your gestures and mannerisms are more likely to reflect your attitude than what you say.
8. Language skills are important only to the effect as to how you get your points across clearly and fluently.
9. Be assertive but remember DO NOT DOMINATE ; try to maintain a balanced tone in your discussion and analysis.
10.Don’t lose your cool if anyone says anything you object to. The key is to stay objective: Don’t take the discussion personally.
11.Always be polite: Try to avoid using extreme phrases like: ‘I strongly object’ or ‘I disagree”. Instead try phrases like: “I would like to share my views on…’ on ‘One difference between your point and mine….’or “I beg to differ with you”.
12.Do not try to talk all the time. Lead your team to speak This shows your leadership skills. Motivate the other members of the team to speak –(this surely does not mean that the only thing that you do in the GD is to say “let us hear what the young lady in the pink saree has to say,” or “Raghu, let us hear your views”), and listen to their views. Be receptive to others’ opinions and do not be aggressive.
13.If you have a group of like-minded friends, you can have a mock group discussion where you can learn from each other through giving and receiving feedback.
Apart from the above points, the panel will also judge team members for their alertness and presence of mind, problem-solving abilities, ability to work as a team without alienating certain members, and creativity.
Don’t lose heart if you did not do well in your first group discussion.
The best possible preparation for a group discussion is to learn from your past mistakes. Look at every opportunity as a learning experience and try not to repeat the mistakes that you did in this one.
INTERVIEW SKILLS
JOB INTERVIEW SKILLS
Preparing for the Interview:
1. Know the exact place and time of the interview, the interviewer's full name, the correct pronunciation and his or her title.
2. learn some important facts about the company such as annual sales revenue, principal lines of business and locations.
3. Determine how the opportunity will impact your immediate and long-term career development.
4. An interview is a "two-way street." Know what questions to ask during the interview. Your questions allow the Management to evaluate your professional and personal needs.
5. Put your best foot forward. Always wear proper attire (dress) and greet your interviewer with a firm handshake and an enthusiastic smile.
Some “Dos” and “DON’Ts”
1. Do plan to arrive on time or a few minutes early. Late arrival for a job interview is never excusable.
2. If any application form is given fill it out neatly and completely. Don’t rely on your application or resume to do the selling for you. Interviewers will want you to speak for yourself.
3. Shake hands firmly. Be genuinely glad to meet the interviewer.
4. Sit upright, look alert and interested at all times. Be a good listener as well as a good communicator.
5. Do look at the interviewer in the eye while speaking. Eye contact is extremely important.
6. Do follow the interviewer’s leads, but try to get the interviewer to describe the position and the duties to you early in the interview so that you can apply your background, skills and accomplishments to the position.
7. Do make sure that your good points come across to the interviewer in a factual, sincere manner. Stress achievements. For example: sales records, processes developed, savings achieved, systems installed, etc.
8. Do always conduct yourself as if you are determined to get the job you are discussing. Never close the door on opportunities.
9. Do show enthusiasm. If you are interested in the opportunity, enthusiastic feedback can increase your chances of being further considered. If you are not interested, your responsiveness will still demonstrate your professionalism.
10. Don’t forget to bring a copy of your resume! Keep enough copies in your file / briefcase. Some times three or four people from the interview panel may want to have a look at it.
11. Don’t go smelling of smoke or Paan. Do not chew chewing gum.
12. Don’t answer with a simple “yes” or “no.” Explain whenever possible. Describe those things about yourself which relate to the situation.
13. Don’t lie. Answer questions truthfully, frankly and precisely.
14. Don’t make unnecessary remarks about your present or former employers. Obviously, there were issues or else you would not have left a prior company or be looking to leave a present employer. However, when explaining your reasons for leaving, limit your comments to those necessary to adequately communicate your intention to join this company.
15. Don’t over-answer questions. And if the interviewer steers the conversation into politics or controversial issues, try to do more listening than speaking since this could be a sensitive situation.
16. Don’t inquire about salary, vacations, bonuses, retirement, etc., on the initial interview unless you are sure the employer is interested in hiring you. If the interviewer asks what salary you want, indicate what you’ve earned but that you’re more interested in opportunity than in a specific salary.
Preparing for the Interview:
1. Know the exact place and time of the interview, the interviewer's full name, the correct pronunciation and his or her title.
2. learn some important facts about the company such as annual sales revenue, principal lines of business and locations.
3. Determine how the opportunity will impact your immediate and long-term career development.
4. An interview is a "two-way street." Know what questions to ask during the interview. Your questions allow the Management to evaluate your professional and personal needs.
5. Put your best foot forward. Always wear proper attire (dress) and greet your interviewer with a firm handshake and an enthusiastic smile.
Some “Dos” and “DON’Ts”
1. Do plan to arrive on time or a few minutes early. Late arrival for a job interview is never excusable.
2. If any application form is given fill it out neatly and completely. Don’t rely on your application or resume to do the selling for you. Interviewers will want you to speak for yourself.
3. Shake hands firmly. Be genuinely glad to meet the interviewer.
4. Sit upright, look alert and interested at all times. Be a good listener as well as a good communicator.
5. Do look at the interviewer in the eye while speaking. Eye contact is extremely important.
6. Do follow the interviewer’s leads, but try to get the interviewer to describe the position and the duties to you early in the interview so that you can apply your background, skills and accomplishments to the position.
7. Do make sure that your good points come across to the interviewer in a factual, sincere manner. Stress achievements. For example: sales records, processes developed, savings achieved, systems installed, etc.
8. Do always conduct yourself as if you are determined to get the job you are discussing. Never close the door on opportunities.
9. Do show enthusiasm. If you are interested in the opportunity, enthusiastic feedback can increase your chances of being further considered. If you are not interested, your responsiveness will still demonstrate your professionalism.
10. Don’t forget to bring a copy of your resume! Keep enough copies in your file / briefcase. Some times three or four people from the interview panel may want to have a look at it.
11. Don’t go smelling of smoke or Paan. Do not chew chewing gum.
12. Don’t answer with a simple “yes” or “no.” Explain whenever possible. Describe those things about yourself which relate to the situation.
13. Don’t lie. Answer questions truthfully, frankly and precisely.
14. Don’t make unnecessary remarks about your present or former employers. Obviously, there were issues or else you would not have left a prior company or be looking to leave a present employer. However, when explaining your reasons for leaving, limit your comments to those necessary to adequately communicate your intention to join this company.
15. Don’t over-answer questions. And if the interviewer steers the conversation into politics or controversial issues, try to do more listening than speaking since this could be a sensitive situation.
16. Don’t inquire about salary, vacations, bonuses, retirement, etc., on the initial interview unless you are sure the employer is interested in hiring you. If the interviewer asks what salary you want, indicate what you’ve earned but that you’re more interested in opportunity than in a specific salary.
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