Autistic boy explains autism

Understand how to receive and transfer telephone calls

               

 Describe how to identify callers and their needs active listening don’t interrupt, “How can I help you?” “What would you like to know from us?”

                Explain the purpose of giving accurate and up to date information to callers, giving in accurate information to callers means when someone calls a company, they have done so with the anticipation of getting their question/query promptly and professionally. Having up to date information available in a clear and concise manner will confirm in the callers mind they made a good buying decision.

 Explain the purpose of confidentiality and security when dealing with callers, from a callers point of view they want their personal details kept secure and confidential by showing this when dealing with a caller you are showing them that you can be trusted with their personal information.

For your point of view, you need to keep callers personal information private and respect their privacy, or you could be liable for prosecution under the data protection act. If any confidential or information to do with security is given out, then it is causing a threat to others. Types of information that could affect confidentiality and security are peoples personal details, PIN numbers, National Insurance Numbers and account numbers. These can all be kept confidential by not telling anyone them. The Data Protection Act was setup to prevent confidential and security information from being given out and it is breaking the law if you do. All these sorts of information should be handled by a maximum of 2 people and seen by no one else. This way no information will be revealed.

After answering the call following company procedure, ask the caller if they know the name of the person they wish to speak to, if they don’t ask regarding which department. Again if the caller doesn't know find out briefly what the call is in reference to (briefly due to the topic the caller may wish to discuss can be of a private matter). Using this information can make it easier to select the right person/department.

After answering the phone following company procedure (taking callers name, company they are from, what the call is regarding)

To caller: Explain that they will be put on hold while you try and locate (if person unknown) or contact the person they are after or another member of staff who is more appropriate to deal with their request.

To new recipient of the call: Who is on the line, where they are from (company), why you are transferring the call to them and what details have already been given to the caller. This saves time and prevents the caller being given the same information again.

On return to the caller: Who they are being transferred to and why they will be more useful and helpful to deal with their request.

When leaving a message for someone out of office or via a phone message: Who the caller was, full name, where they are calling from i.e. company. What time they rang, the details of the call and any specific details or requests the caller wanted the intended receiver to know.

Explain the purpose of summarising the outcomes of a telephone conversation before ending the call

Explain the purpose of summarising the outcomes of a telephone conversation before ending the call

Summarising is important so both parties involved are sure of the information that has been exchanged, it also ensures all questions are answered fully. Also if the conversation was long some finer details may have been missed simply due to the large amount of information discussed. It is a good idea to have a policy where a courtesy email is sent to the caller in which all the information from the call has been summarised and additional information can be added. 

When a call comes into the office always take a name (full if possible and preferably) and the company they are calling from, try and obtain from the caller either what the problem is exactly or from which department the problem arisen from and if they know who within the department they spoke to. Pass message along to department or relevant staff and see what information can be found to resolve the problem. If this is not possible try and locate a member of staff who can help from the information obtained from the caller.

Pyramid- staff have a role, shared decision making, specialisation is possible (traditional view of organisation). Decisions pass down formal channels from managers to staff; Information flows up formal channels from staff to managers

Always introduce yourself including name and company you are calling from, if prior known, request to talk to the member of staff/department you are calling for. If not explain why you are calling and request help on locating staff that can help. When connected have questions ready or know exactly what information is required. At end summarise call and recap information to check accuracy as you draft your email. 

Being as exact as possible will help the fault be resolved as fast as possible.

When did the problem start?

How frequent is it happening?

What conditions are occurring?

Can you restart or reset the equipment? Inform the business manager or a member of staff of the fault and try contacting service provider for assistance.

The need to communicate effectively with others in Business

How to use the Telephone and how to make Calls 

 I will try to explain the basics to understanding how to make business telephone calls:

There are many different features of telephone systems and how to use them the product explanation is usually packaged as an instruction manual in the box by any means this is not to be thrown away if it is lost, the reference product code of the telephone appliance can be used to search for the instructions on the internet.  Here are just a few of the features found on most modern phones. Call holding- places a caller on hold so you can perform another task. This could be to locate paperwork, find client/customer details, retrieve information from another member of staff or contact another colleague to divert the call along to.

Call waiting- lets you know when there is a caller waiting on another line and wishes to speak to you. This is shown by a flashing light, beeping tone or both.

Re-directing- are available on telephone systems were you may be required to forward a call to another colleague. Usually the features for re-directing state ‘redirect’ or ‘transfer’.

Answer phone- records messages of callers when no one is available to take the call. Telephone systems have many different features this allows us to handle and manage calls in a professional manner.

Teleconferencing- enables more than the ‘caller’ and ‘receiver’ to be involved in a single phone call. There are now often enhanced with the use of a camera and computer.

Firstly give reasons for identifying the purpose of a call in favour of the business, it is important to be disciplined and not make private calls whilst doing business where your livelihood depends.

Knowing the purpose of a call before making the call is important; as the call will sound professional, be concise and you will obtain all the information you require, it may also be useful to have questions you need answering written down and to have any relevant information prepared.  By doing this it means the call obtained all the information needed so there shouldn’t be any need for another call to re-ask questions you should have asked in the original phone call.

There are different ways of obtaining the names and numbers of people that need to be contacted. If a company name is known try searching for number on their website, try calling the company directly to see if anyone can help with your search. If name is known search online phone book or type straight into a search engine such as Google. Inquire within the company to see if anyone has dealt with the person before or if they may know of someone who can help. Social networks such as Facebook, Twitter or Myspace as most people have an account personally or of their business to advertise them.

Inside call- if you know the internal extension number for the person you are trying to contact simply pick up the phone and dial number, if not try calling the department where the person is situated and your call will be transferred. On the possibility you have only been given a name to contact try calling a main reception desk or human resources and see if they can help you locate the person. Outside call- most company phones are set up internally so you have to begin with the phone call with a connection number.

This call may very well be the first contact your company is making with the other company/customer and because it is over the phone there is no face to face meeting and so the person can’t judge you on your image or facial expressions so relaying a positive attitude is essential. It makes the call pleasant and productive, and will leave a good impression of both yourself (as the representative) and of the company you’re calling from. Being rude, abusive, or speaking in slang is un-helpful or just generally sound un-interested it creates a negative image against yourself and the company. Whenever you make a call you are you and your company’s representative so it is always important to be as polite and as helpful as possible as this may in turn create more custom for your business.

summarize the outcomes of a telephone conversation before ending the call ssummarizing is important so both parties involved are sure of the information that has been exchanged, it also ensures all questions are answered fully. Also if the conversation was long some finer details may have been missed simply due to the large amount of information discussed. Some companies have a policy were a courtesy email is sent to the caller in which all the information from the call has been summarised and additional information can be added. 

A Little Faster Little Harder

There is no time for prevarication any more, not even much chance to pay our bills a little late; they are on your case spontaneously.  I put it down to the advent of modern computerisation it was bad when they done away with typewriters.Now we have to type and even think a little faster. 

What I did not foresee is that we have to move a little quicker, I know we had people moving like robots that was part of the modern culture, we could do the robot dance and jerky movements (slowly). Now that robots have been improved and are more natural more human like, there is little difference in the expectations. Time and motion used to be the sampling of one’s work rate, now everybody is expected to move at work like Usain Bolt. The tea lady who stocks up the tea machine; The security guard as he opens the gates in the morning , the receptionist as she answers the phone as quickly as possible when will it all end. You either move faster at work or are dismissed simples.  If you are caught reading you are accused of sleeping with your eyes open.

Does it maximise productivity and Profit? I don’t think so, we seem to be moving away from the post human workforce and entering an era of Man V Machine, Where the tempo or beat of the galley slaver is formulated as a permanent tempo for battle.  As shown on the Panorama investigation of #Amazon It is the opinion of Giles Bedloe a Barrister consulted, said work which is of physical strain should not work in excess of 8 hrs of a given period to protect the rights and interest of its employees.  The motivating factor is to meet productivity targets according to what is monitored by the hand held machine.  Professor Michael Marmot an expert on stress at work concluded that the dimensions of the work environment can be bad for your health causing mental illness and physical illness.          

Basic Skills in Industries Business start up

Basic Skills in Industries Business start 

No matter what part of the world you are if you are truly proficient and sufficiently proud of your culture and have all the ingredients necessary around you, you can specialise in some aspect of your own cultural industry.  But, people need a broad range of skills in order to contribute to a modern economy and take their place in the technological society. The development of people’s proficiency in basic and key skills is now a central part of personal development.

 BASIC SKILLS

Basic skills are defined: literacy in English and numeracy  as well as English as a second language if you are abroad. You need Key skills for Communication, Application of Number, Information Technology, Working with Others, Improving Own Learning and Performance, and Problem Solving. There is always support for individuals to develop key skills is regarded as a central feature of the strategy to increase national prosperity through the development of a highly-skilled and well-educated workforce which is able to play a full part in the knowledge-based economy.

The Moser Report (1999) revealed that approximately 20 per cent of adults in England, about seven million people, ‘have more or less severe problems with basic skills, in particular with what is generally called ‘functional literacy’ and ‘functional numeracy’.

The report stated that:

It is staggering that over the years millions of children have been leaving school hardly able to read and write, and that today millions of adults have the same problems.

The report also noted that only approximately 250,000 of the seven million adults, around 28 per cent, had taken part in relevant programmes of study to improve their basic skills.

A study undertaken by Sticht (2001), with the objective of determining factors which may motivate adults with basic skills needs to improve their skills, found that the main reasons cited for participating in such programmes included the following:

• emotional – to feel better about themselves

• practical – to be better at everyday tasks that involve basic skills

• to improve IT skills

• to obtain a qualification

• the course was near home.

However, as Tremlett (1995) states, individuals with basic skills problems are generally less likely to be current or past learners. For example, at any time, only five percent of the estimated seven million adults in the UK with limited basic skills receive formal assistance (Love and Banks 2001).

So have no fear there is always someone to help you.

“#Zwarte Piet” “#Black Peter” “#Blue Peter” A money maker

Do you believe in #Santa Claus? Then more fool you, he, Santa Claus definitely does not appear to care for #black people, if he did he would sack all these idiotic people who dress up at what they perceive to be how black people dress and behave. This is the biggest lie and delusion, bigger than #St Niklas himself. 

According to folklore Father Christmas arrives in Holland accompanied by his #black servant #’black Pete’.

The people dressed up seem quite wealthy and privileged as they distract the majority of descent #Dutch people to make fun and ridicule black people. They are #wealth creating at the expense of a #black image etched in their mind of others. Why should they not be #black servants for the season to show how false #humility works? After all they have been white and powerful throughout the year they may even have a gold mine or two in #South Africa or some investment as #real black people work down the mines.

St Niklas servant in blackface make-up in beautiful tunics with wonderful well made #black make-up these are great economic opportunities for whom? clown-like figures who leave biscuits and other treats for children. Blackface make-up, red lipstick and frizzy Afro wigs (good product design) are blatant racist caricatures.

 As typical with racist anti-Pete, protesters in Holland have been threatened with lynching. As usual the illogical black haters threaten violence with those who do not comply, thuggery is not good business and I do not recommend it.

The Dutch Prime Minister # Mark Rutte has sided with the “privileged” carrying out their tradition. "Black Pete is black. There's not much I can do to change that," he said.