Virginia International University presents Office Communication Skills

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Virginia International University
presentsOffice CommunicationSkills

• A Continuing Education
• Career Success Program

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The problem with communication is the
illusion that it has been accomplished.--
George Bernard Shaw
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Introducing.
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VIUs Executive Director of University
Advancementand English Professor

• Laura Hills, M.A.

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Skill 1 Shaking Hands
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Be Prepared to Shake Hands

• Keep your right hand free when someone approaches
  you.
• Keep your hand warm and dry.
• Avoid wearing large rings on your right hand.

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Establish Eye Contact
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Smile
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Always Stand to Shake Hands
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Exert a Firm Squeeze

• Use the same pressure
• as the person youre
• greeting.
• If he or she offers you
• a limp hand, exert a
• bit more pressure, but
• not enough to be
• uncomfortable.

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Give Two or Three Solid Shakes
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Think Palm to Palm
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Exercise Handshaking Practice
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Now Lets Switch Gears
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and Talk about Developing YourTelephone Skills
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Basic Telephone Techniques

• Smile
• Chin up
• Undivided attention
• Focus on comprehensibility consonants, vowels,
  pauses
• Low pitch
• Moderate volume

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Skill 2 Placing Phone Calls
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Always be Ready to Talk

• Have everything you need handy.
• Choose a time and place where interruptions are
  unlikely.

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Identify Yourself and Your Employer Immediately
Learn to pronounce your name and the name of your
employer so it is crystal clear. Focus on
consonants, especially at the ends of words.
Use pauses to separate sounds.
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Briefly State the Purpose of Your Call
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Ask Do You Have a Few Minutes for Us To Discuss
X?
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If Not, Choose a Convenient Time for a Callback
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Leave a Complete Message
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Exercise Placing a Call
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Skill 3 Saving Time on the Phone
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Call Only When Calling Is the Best Way
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Think Before You Dial

• Is calling the most time-effective or best method
  of accomplishing this task?
• Have you planned the call?
• Did you prepare a written outline for complex
  calls?
• Do you have all of the background material in
  front of you?
• Did you plan to avoid interruptions?

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Set the Stage for Keeping Calls Short

• I want to give this the attention it deserves.
  Let me call you back.
• I have three quick questions for you.
• Nice to hear from you. What can I do for you
  today?

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End Gracefully When Youre Done

• Have I answered all of your questions?
• I must go now. Is there anything else we need to
  cover?
• Just one more thing before we hang up.

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Anticipate calls and call first at a time thats
convenient for you.
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Dont Mix Business and Pleasure

• Id love to talk but Im swamped at the moment.
  How about lunch next week?

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Log Your Phone Calls to Assess Your Habits and
Time Wasters
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Exercise Managing the Telephone Beast
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Skill 4 Answering Your Phone
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Practice Your Answer

• Within three rings
• With a smile
• With pencil and paper handy for notes
• With a sincere greeting that identifies you and
  your office?
• With extreme comprehensibility
• Directly into the mouthpiece?

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Lets Hear You Answer Your Phone
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Exercise 4 Are You Ready to Go Live?
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Skill 5 Participating in a Meeting
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Preparing for a Meeting

• Review the agenda.
• Bring whatever background information you will
  need for discussion.
• Do whatever you must do so you wont be
  interrupted.
• Arrive 3-5 minutes early.
• Bring a pad and pen for notes.

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At the Meeting

• Stay focused no matter what.
• Take notes, especially identifying questions, key
  points, and action steps.
• Speak briefly and thoughtfully.

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After the Meeting

• Note items on your calendar and to-do list.
• Follow up as promised.
• File the meeting notes, agenda, and minutes.

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Skill 6 Responding to a Zinger

• Zinger A tough or provoking question such as
• When did you stop beating your wife?

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Step One Use the Persons Name
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Step 2 Avoid Sarcasm or Inflammatory Language
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Step 3 Ask for Clarification
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Step 4 Be Deliberately Clear (Not Flustered or
Vague)
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Step 5 Exude Control

• Slow down.
• Keep your voice pitch and volume purposely low
  and even.
• Dont fidget or let your eyes wander.
• Keep your posture upright and head erect.

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Exercise 5 Responding to a Zinger
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The way we communicate with others and with
ourselves ultimately determines the quality of
our lives.--- Tony Robbins(motivational
speaker)
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Questions?
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Office Communication Skills A VIU CPES Career
Success Program Thank you!
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CPES Module Camp Follow Up

• The PowerPoint and handout for todays CPES
  module will be available on the VIU website.
• Go to www.viu.edu.
• Click on Continuing Education, then on
• CPES Career Success Program.

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Virginia International UniversitysCPES Career
Success Program

• Complete our brief assessment instrument.
• Pass this assessment to earn a certificate for
  this module.
• Copies of certificates will be issued to VIUs HR
  department (for VIU employees).

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Complete a total of NINE hours of training and
earn VIUsCPES Career Success Diploma
VIU
Career Success Diploma
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Next ModuleIncreasing Your Personal
Productivity

• Tuesday, November 12, 2008
• 400 530, Pender 1

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Tell Us What You Think!
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THANK YOU!Virginia International University
presentsOffice CommunicationSkills

• A Continuing Education
• Career Success Program