General Tips. Always follow up to ensure that solutions are viable and users are satisfied

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "General Tips. Always follow up to ensure that solutions are viable and users are satisfied"

Transcription

1 General Tips Understand the users viewpoints Listen carefully to your users Remain calm and polite at all times Engage them in the resolution Always follow up to ensure that solutions are viable and users are satisfied Treat all users with respect remember that they are your customers

2 Mrs. Chick N. Little Mrs. Chick N. Little Characteristics Scared to try new things Goes into panic mode when given something new to do Calls the Help Desk a lot. Best Approach With Mrs. Chick N. Little Advanced communications regarding system issues Training in advance of changes Provide documentation Stay with them and reassure them when they re trying something new for the first time REMAIN CALM. Don t let the panic be contagious! Mrs. Chick N. Little Ima Whiner Ima Whiner Characteristics Constantly whining/complaining Never satisfied with any solution May try to engage co-workers in a riot Negatively influences people s opinions about technology Best Approach With Ima Whiner Validate her feelings and assure her that you are listening Offer to help her brainstorm a solution Put her in pilot groups (maybe) Keep a positive attitude Keep the lines of communication open Ima Whiner

3 Mr. Frequent Flyer Mr. Frequent Flyer Characteristics Calls the Help Desk over the same issue repeatedly Needs to have almost-constant interaction and reassurance Reads documentation thoroughly and attends training Best Approach With Mr. Frequent Flyer Provide online training opportunities Send him documentation about the issues that he calls about most often Set specific times and time frames to discuss his questions Ask him to help develop new ideas for courses or course content Mr. Frequent Flyer Mr. I. Rate Mr. I. Rate Characteristics Angry at the world (and is taking it out on you and technology) Incredibly demanding Expects immediate attention (or else) Can be nice if and when everything is going his way Best Approach With Mr. I. Rate Mr. I. Rate Do not allow yourself to match his anger Validate the reasons behind his frustration Offer a solution in a timely manner Be proactive offer suggestions to stop the problem from recurring Work on his schedule Remain calm

4 Professor Omniscient Professor Omniscient Characteristics Knows absolutely everything Interrupts class or Help Desk answers Calls the Help Desk with suggestions on how to do their job Suggests alternate (better, in his mind) ways of doing things Best Approach With Professor Omniscient Acknowledge his technical prowess Ask him questions about how he would best handle a situation Let him know that you appreciate his knowledge Use him in a pilot group for rollouts Treat him as a partner in technology Professor Omniscient Nick New-Rotick Professor Omniscient Characteristics Knows absolutely everything Interrupts class or Help Desk answers Calls the Help Desk with suggestions on how to do their job Suggests alternate (better, in his mind) ways of doing things Best Approach With Professor Omniscient Do not touch his mouse or keyboard (or anything on his desk) Print documentation for him Use patience with him and validate his thought process Be sure that he receives detailed documentation on new programs and processes Nick New-Rotick

5 Bossy Bill Bossy Bill Characteristics Knows absolutely everything Interrupts class or Help Desk answers Calls the Help Desk with suggestions on how to do their job Suggests alternate (better, in his mind) ways of doing things Best Approach With Bossy Bill Do not get defensive Give him time frames of when you expect to finish tasks (and stick to them) Listen to his needs and work with him (and/or his support staff) to develop solutions Show him respect Bossy Bill Ms. M. Patient Ms. M. Patient Characteristics Tries to find solutions herself Double-clicks everywhere Doesn t have time to listen to explanations Interrupts conversations Has influence with other users Best Approach With Ms. M. Patient Be patient with her (even though she doesn t return the favor) Respond to her in a timely fashion Do not waste her time with small talk Validate her concerns Do not agree with her negative statements Ms. M. Patient

6 Lost Louis Lost Louis Characteristics Doesn t understand technical concepts Not a good multi-tasker Office space is chaotic Cannot remember multiple steps Doesn t ask for (or follow) directions Has his own ways of doing things Best Approach With Lost Louis Slow down and use specific and clear instructions Provide him with a laminated quick reference guide Partner with his support staff Provide one-on-one coaching sessions to him (30 minutes or less in length) Lost Louis

How to Make the Most Out of Parent Teacher Conferences. By Dr. Ruth Jacoby Executive Director of Education Somerset Academy, Inc.

How to Make the Most Out of Parent Teacher Conferences. By Dr. Ruth Jacoby Executive Director of Education Somerset Academy, Inc. How to Make the Most Out of Parent Teacher Conferences By Dr. Ruth Jacoby Executive Director of Education Somerset Academy, Inc. About the Author Dr. Ruth Jacoby is a veteran educator and charter school

More information

Presented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills

Presented by: Heather J. Donnelly HDI Certified Instructor. Telephone Skills Presented by: Heather J. Donnelly HDI Certified Instructor Telephone Skills Objectives Recall the key principles for dealing with an irate caller Apply specific techniques effective in providing excellent

More information

Responding to a Disappointing Performance Review

Responding to a Disappointing Performance Review Responding to a Disappointing Performance Review Overview When your manager reviews your work and finds it wanting. Receiving a disappointing review First steps: Take notes and ask for clarification Gather

More information

SAMPLE THANK YOU NOTES

SAMPLE THANK YOU NOTES SAMPLE THANK YOU NOTES Thank You - In Person Visit (Prospect) 1. Thank you for stopping by today. I look forward to working with you in the future. 2. It was a pleasure to meet you today. We pride ourselves

More information

Working with People in a Technical World. Lecture 3

Working with People in a Technical World. Lecture 3 Working with People in a Technical World Lecture 3 Working with People in a Technical World Learn about some job roles and responsibilities of those who sell, fix, or support personal computers Learn what

More information

Customer Service Essentials Telephone Customer Service

Customer Service Essentials Telephone Customer Service For Teachers Introduction More than ever before, the selling of goods and services is a very competitive market. Customers will go somewhere else if they don't receive excellent customer service. Gaining

More information

Telephone Techniques ANGER MANAGEMENT. How to Prevent or Process an Angry Caller. 2012 Dexcomm All Rights Reserved

Telephone Techniques ANGER MANAGEMENT. How to Prevent or Process an Angry Caller. 2012 Dexcomm All Rights Reserved Telephone Techniques ANGER MANAGEMENT How to Prevent or Process an Angry Caller 2012 Dexcomm All Rights Reserved 2 PREFACE: JAMEY HOPPER PRESIDENT Our passion is properly serving customers. Our passion

More information

Orientation to Quality Customer Service

Orientation to Quality Customer Service Orientation to Quality Customer Service This orientation contains crucial information for all new student employees at DePaul University. The orientation is designed to acquaint you with the everyday practices

More information

STEP 5: Giving Feedback

STEP 5: Giving Feedback STEP 5: Giving Feedback Introduction You are now aware of the responsibilities of workplace mentoring, the six step approach to teaching skills, the importance of identifying the point of the lesson, and

More information

Knowledge Brochure Series MS & BUILDING A SUPPORT NETWORK

Knowledge Brochure Series MS & BUILDING A SUPPORT NETWORK Knowledge Brochure Series MS & BUILDING A SUPPORT NETWORK The right network makes all the difference Living with multiple sclerosis (MS) can motivate individuals to connect. Whether it is meeting an individual

More information

Lesson One: Introduction to Customer Service

Lesson One: Introduction to Customer Service Student s Name: Date: / / Lesson One: Introduction to Customer Service 1. Customer service is a relatively complex puzzle. While engaging customers, we are attempting to offer services in a manner that

More information

Leading and Motivating as a Manager

Leading and Motivating as a Manager Leading and Motivating as a Manager Overview Ten keys to leading and motivating the people you manage. Find out what motivates the people who report to you Hire and keep people who are good at the work

More information

Verbal Communication II

Verbal Communication II Verbal Communication II Course Health Science Unit II Communication Essential Question How does the communication process affect health care delivery? TEKS 130.204 (c) 2A, 2B, 3B, 3C Prior Student Learning

More information

Time management, study plans, and exams

Time management, study plans, and exams Time management, study plans, and exams The best strategy for avoiding stress and anxiety about homework, assignments and exams is an effective and consistent study plan teamed with good time management.

More information

Patient Collection Scripts and Tips

Patient Collection Scripts and Tips Patient Collection Scripts and Tips Scripts for Requesting Payment or Informing about Payment Responsibilities Prior to Day of Service When a new patient with insurance makes an appointment o Payment is

More information

Module 1: Communication

Module 1: Communication Module 1: Communication The use of effective communication skills is an important social competency. This module assists adolescents with distinguishing between aggressive, assertive and nonassertive communication.

More information

Why is service important?

Why is service important? Spring Conference April 30, 2009 through May 1, 2009 CUSTOMER SERVICE Marta De La Torre, RHIA, CHP, CHE Service Line Leader, Revenue Cycle Local Integrity & Privacy Officer Saint Agnes Medical Center Marta.delatorre@samc.com

More information

Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved

Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Compliments of Phone Etiquette Reference Guide Copyright 2006 Bonney Staffing. All rights reserved Introduction In today s world the telephone is one of the most important tools used to do business in

More information

Number One Agent in Properties Sold: Script #1

Number One Agent in Properties Sold: Script #1 Expired Listings First Call to Expired Listings Seller Number One Agent in Properties Sold: Script #1 Brad McKissack, Denton, Texas Millionaire Real Estate Agent Tip! If you get an answering machine, instead

More information

Providing Quality Customer Service

Providing Quality Customer Service Providing Quality Customer Service What is Customer Service? For all school district employees to provide the best customer service possible, we must first understand customer service. There are many acceptable

More information

your people are our business Performance Management

your people are our business Performance Management Performance Management Introduction As a business owner, it is crucial to ensure that employees are motivated, inspired, productive and working to their fullest potential. As a manager of people, performance

More information

University Recreation Staff Training Modules Etiquette

University Recreation Staff Training Modules Etiquette University Recreation Staff Training Modules Etiquette This training module will outline the employee work practices we expect all staff members to follow. Lesson 1: Dress Code The employee dress code

More information

Back to School: Working with Teachers and Schools

Back to School: Working with Teachers and Schools Back to School: Working with Teachers and Schools Starting school each fall is a challenge for the student and parents. The following article offers some valuable suggestions as your child starts a new

More information

Professional Telephone Courtesy Guide

Professional Telephone Courtesy Guide Professional Telephone Courtesy Guide Table of Contents Who are our Customers?... 2 Telephone Courtesy... 3 Answering the Telephone... 5 Placing a Caller on Hold... 6 Keeping Your Staff Well Informed...

More information

Difficult Tutoring Situations

Difficult Tutoring Situations Difficult Tutoring Situations At some time or other, all tutors will find themselves faced with difficult situations in a tutoring session. The following information will provide you with some common categories

More information

Why Accountability Matters

Why Accountability Matters PREVIEW GUIDE Why Accountability Matters Table of Contents: Sample Pages from Leader s Guide...pgs. 2-8 Program Information and Pricing...pgs. 9-10 Leader s Guide Can We Count on You? CRM Learning s Can

More information

Have You Been Arrested?

Have You Been Arrested? Hugo Aston BA, LLB, GDLP Director Aston Legal Criminal Defence Lawyers Level 2 370 Pitt Street SYDNEY NSW 2000 Have You Been Arrested? Some general information about your legal rights t: 02 9267 1636 m:

More information

Respect Handout. You receive respect when you show others respect regardless of how they treat you.

Respect Handout. You receive respect when you show others respect regardless of how they treat you. RESPECT -- THE WILL TO UNDERSTAND Part Two Heading in Decent People, Decent Company: How to Lead with Character at Work and in Life by Robert Turknett and Carolyn Turknett, 2005 Respect Handout Respect

More information

15 Most Typically Used Interview Questions and Answers

15 Most Typically Used Interview Questions and Answers 15 Most Typically Used Interview Questions and Answers According to the reports of job seekers, made from thousands of job interviews, done at 97 big companies in the United States, we selected the 15

More information

SECRETS TO BEING A GREAT COMMUNICATOR

SECRETS TO BEING A GREAT COMMUNICATOR SECRETS TO BEING A GREAT COMMUNICATOR SECRETS to Being a Great Communicator Whether you re a first-year associate just starting out, or a veteran accounting manager, it s more important than ever to be

More information

How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever.

How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever. The 10 Rules How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever. 2 10 Rules Page 2 Rule #1: Never lie to anyone. Never lie to yourself

More information

Chapter 7.4 Negotiation skills

Chapter 7.4 Negotiation skills Benefits of this chapter Many think that negotiation is reserved for high-powered executives or lawyers sitting in the board room figuring out what big decision to make next. But the truth is, professionals

More information

Part 5. Dinosaur School Notes to Teachers. 1. Introduction. 2. Iguanodon Unit: How to be Successful in School

Part 5. Dinosaur School Notes to Teachers. 1. Introduction. 2. Iguanodon Unit: How to be Successful in School Part 5 Dinosaur School Notes to Teachers 1. Introduction 2. Iguanodon Unit: How to be Successful in School 3 & 4. Triceratops Unit: Detecting, Understanding and Talking About Feelings 5. Stegosaurus Unit:

More information

Prospecting Scripts. 2 keys to success in Real Estate

Prospecting Scripts. 2 keys to success in Real Estate Prospecting Scripts 2 keys to success in Real Estate 1. TALK TO PEOPLE 2. ASK THE RIGHT QUESTIONS 1. Door-knocking or cold calling properties around a new listing (inviting them to a property preview)

More information

Welcome to Part 1 of Performance Appraisal Training. This training is being provided by Human Resource Services.

Welcome to Part 1 of Performance Appraisal Training. This training is being provided by Human Resource Services. Presentation: Performance Appraisal Training Late Updated: 3/27/2012 Slide 1: Welcome to Part 1 of Performance Appraisal Training. This training is being provided by Human Resource Services. Slide 2: Learning

More information

Living Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD

Living Our Values. VALUES: Teamwork, Integrity, Diversity, Excellence, Safety. The sick never inconvenience the well. ~ Eugene Stead, MD Living Our Values Caring for Our Patients, Their Loved Ones and Each Other VALUES: Teamwork, Integrity, Diversity, Excellence, Safety Duke University Health System Patient Experience Oversight Team 2012

More information

Time Management Best Practices for Sales People

Time Management Best Practices for Sales People Brought to you by: Time Management Best Practices for Sales People Kathy Yeager Contract Training Edge 913-593-5347 kyeager@ctedge.net Lumens Business-to-Business (B2B) Lumens B2B is built atop the functionality

More information

Telephone Etiquette: Thirty-Six Tips. Before you answer be prepared (this includes knowing how to use the phone/system features):

Telephone Etiquette: Thirty-Six Tips. Before you answer be prepared (this includes knowing how to use the phone/system features): Workforce Investment Act Pathways To Our Future Program Employment Unit Telephone Skills Telephone Etiquette: Thirty-Six Tips Before you answer be prepared (this includes knowing how to use the phone/system

More information

AIDET Overview: Why, What & How

AIDET Overview: Why, What & How AIDET Overview: Why, What & How TRAINING OBJECTIVES By the end of this training session you will be able to: 1 Explain what AIDET means and understand the use of Key Words as a tactic to: Improve Operational

More information

PERFORMANCE MANAGEMENT

PERFORMANCE MANAGEMENT PERFORMANCE MANAGEMENT A practical guide www.totaralms.com 1 Performance management and learning are closely related. Performance management involves constructive feedback so that individuals can learn

More information

Telephone Etiquette/Telephone Interviewing and Listening Skills

Telephone Etiquette/Telephone Interviewing and Listening Skills Department of Public Social Services Telephone Etiquette/Telephone Interviewing and Listening Skills Marsha Bryant-Hurt, Director Human Resources Division DPSS Academy Table of Contents Introduction of

More information

10 Questions for a Successful Working Professional

10 Questions for a Successful Working Professional Alumni December 2004 Name: Elizabeth Zavala-Acevez Degree(s): B.S. Human Services, CSUF, M.S. Counseling with an Emphasis in Higher Education, University of La Verne, Currently working on my Ph.D. in Education,

More information

HUMAN RESOURSES COLLEGE OF EDUCATION AND HUMAN ECOLOGY. Manager's Guide to Mid-Year Performance Management

HUMAN RESOURSES COLLEGE OF EDUCATION AND HUMAN ECOLOGY. Manager's Guide to Mid-Year Performance Management HUMAN RESOURSES COLLEGE OF EDUCATION AND HUMAN ECOLOGY Manager's Guide to Mid-Year Performance Management Table of Contents Mid-year Performance Reviews... 3 Plan the performance appraisal meeting... 3

More information

FUNCTIONAL BEHAVIORAL ASSESSMENT

FUNCTIONAL BEHAVIORAL ASSESSMENT FUNCTIONAL BEHAVIORAL ASSESSMENT Funded by Safe Schools, Healthy Students and developed at The University of Arizona, College of Education Functional Behavioral Assessment: Online Prevention Module at

More information

Someone has registered my.au domain name!

Someone has registered my.au domain name! E-book (Part 1) Someone has registered my.au domain name! What can I do? There are options available but you need to remember that you may not always be entitled to a domain you may deem as rightfully

More information

THE ACCOUNTING INTERNSHIP: REASONS AND ADVICE by Robert D. Fesler and Charles W. Caldwell

THE ACCOUNTING INTERNSHIP: REASONS AND ADVICE by Robert D. Fesler and Charles W. Caldwell THE ACCOUNTING INTERNSHIP: REASONS AND ADVICE by Robert D. Fesler and Charles W. Caldwell Employers now begin recruiting efforts well in advance of graduation. They use Internships to establish early contact

More information

Kim Fredrickson, M.S., MFT Author and Coach

Kim Fredrickson, M.S., MFT Author and Coach Kim Fredrickson, M.S., MFT Author and Coach How Do I Handle Unsupportive Friends and Family While Pursuing My Goals and Dreams? Relationships are at the core of everything we do, whether this is in our

More information

The ABC s of Staying in Touch with Your Child s School. Tips and Techniques for Serving Children through Great Communication

The ABC s of Staying in Touch with Your Child s School. Tips and Techniques for Serving Children through Great Communication The ABC s of Staying in Touch with Your Child s School Tips and Techniques for Serving Children through Great Communication from The National School Public Relations Association (NSPRA) and its nearly

More information

TELEPHONE SKILLS & TELEPHONE SALES

TELEPHONE SKILLS & TELEPHONE SALES TELEPHONE SKILLS & TELEPHONE SALES You never get a second chance to make a first impression! Do you want to add new customers and increase sales? Viable solutions, such as database software packages, employee

More information

Conducting Emotionally Difficult Conversations. John Banja, PhD Center For Ethics Emory University jbanja@emory.edu

Conducting Emotionally Difficult Conversations. John Banja, PhD Center For Ethics Emory University jbanja@emory.edu Conducting Emotionally Difficult Conversations John Banja, PhD Center For Ethics Emory University jbanja@emory.edu How To Break Bad News Robert Buckman (with contributions by Yvonne Kason). Baltimore:

More information

OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES

OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES OHIO EXPOSITIONS COMMISSION CUSTOMER SERVICE GUIDELINES The Ohio Expositions Commission (OEC) is committed to providing the best possible service to customers both internal and external. In support of

More information

FOR OUR CHILDREN LEARNING TO WORK TOGETHER CO-PARENTING GUIDE. Office of the Attorney General of Texas

FOR OUR CHILDREN LEARNING TO WORK TOGETHER CO-PARENTING GUIDE. Office of the Attorney General of Texas FOR OUR CHILDREN LEARNING TO WORK TOGETHER CO-PARENTING GUIDE Office of the Attorney General of Texas Children need and deserve the love, care, and support of both their parents When parents split up,

More information

Common Emailing Phrases

Common Emailing Phrases Common Emailing Phrases Pick phrases from below and try to imagine an email to someone in your context using that phrase or those phrases, using your own ideas where there is. Use several phrases in the

More information

HELP LICENSEES NEW TO THE FIELD CONTENTS

HELP LICENSEES NEW TO THE FIELD CONTENTS MENTOR GUIDE HELP LICENSEES NEW TO THE FIELD This guide is for senior brokers who are considering mentorship or who have committed to mentor a new broker about to embark on the CNS-IBABC New Broker Essential

More information

Transforming Your Patient Data from Paper to Electronic Medical Records. Part of the Power2Practice Practice Management and Efficiency Series

Transforming Your Patient Data from Paper to Electronic Medical Records. Part of the Power2Practice Practice Management and Efficiency Series Transforming Your Patient Data from Paper to Electronic Medical Records Part of the Power2Practice Practice Management and Efficiency Series Introduction Introduction You ve decided to convert your paper

More information

I use several different introductions when it comes to calling purchased leads or leads that I have generated on my own through different ads.

I use several different introductions when it comes to calling purchased leads or leads that I have generated on my own through different ads. COLD MARKET LEAD SCRIPTS COLD LEAD BUSINESS SCRIPT I use several different introductions when it comes to calling purchased leads or leads that I have generated on my own through different ads. You will

More information

Graham Group Helpdesk User Guide: FAQ and Tricks

Graham Group Helpdesk User Guide: FAQ and Tricks Graham Group Helpdesk User Guide: FAQ and Tricks The following is a basic guide of the Graham helpdesk system. NOTE: This guide will cover only the Frequently Asked Questions and Tricks on the Graham Group

More information

Rocco s Proven Phone Script. Hello. Hi. This is representing. I m assigned to the area and my company asked kdme to give you a call.

Rocco s Proven Phone Script. Hello. Hi. This is representing. I m assigned to the area and my company asked kdme to give you a call. Rocco s Proven Phone Script Hello. Hi. This is representing. I m assigned to the area and my company asked kdme to give you a call. 18 Rocco s Proven Phone Script They received your card in the mail and

More information

Learning and Development Hiring Manager Guide For Onboarding A New Manager

Learning and Development Hiring Manager Guide For Onboarding A New Manager Learning and Development Hiring Manager Guide For Onboarding A New Manager www.yorku.ca/hr/hrlearn.html Table of Contents Introduction...1 What is Onboarding?...1 What is the Difference Between Orientation

More information

Why Be Aware of Professional Presence?

Why Be Aware of Professional Presence? Professional Presence: Managing Non-verbal Communications Topeka IIA Topeka, KS November 18, 2010 Lael Holloway, Director Risk Advisory Services Kansas City, MO Why Be Aware of Professional Presence? According

More information

How to become a Professional!

How to become a Professional! Presented by: Rick Smith, CWDP, GCDF Director, Career Development Jones College Created June 6 th, 2007 Updated January 11, 2011 With a certificate, diploma, or college degree under your belt, you have

More information

The Top 5 Sales Skills Every Project Manager Needs. An FGI white paper. ITIL, PRINCE2 and MSP are registered trade marks of AXELOS Limited.

The Top 5 Sales Skills Every Project Manager Needs. An FGI white paper. ITIL, PRINCE2 and MSP are registered trade marks of AXELOS Limited. The Top 5 Sales Skills Every Project Manager Needs An FGI white paper Copyright @ 2014 FGI Limited All Rights Reserved A il P j tm t d Ch M t t d k fth APMG Li it d Telephone: 01926 405 777 Fax: 01926

More information

How to see the market context using CCI Written by Buzz

How to see the market context using CCI Written by Buzz How to see the market context using CCI Written by Buzz Towards the end of September 2003, I decided to stop trading the S&P e-mini for a while and focus on the Russell 2000 e-mini. The swings seemed to

More information

WHAT CAN I DO WHEN I HURT MYSELF AT WORK?

WHAT CAN I DO WHEN I HURT MYSELF AT WORK? WHAT CAN I DO WHEN I HURT MYSELF AT WORK? This booklet is to help you when you are injured on the job 1 Name of WSIB Representative: Date of Injury: Supervisor: Witnesses: What happened (date and time,

More information

Making the Transition to Management

Making the Transition to Management Making the Transition to Management Overview Advice on making the move to a management or supervisory position. Mistakes new managers often make The pressures and challenges new managers face Tips for

More information

YOU WILL NOT BE EFFECTIVE READING THIS.

YOU WILL NOT BE EFFECTIVE READING THIS. This is the most effective and powerful script for securing appointment with FSBO's you will ever put to use. This scrip will increase your appointment closing ratio by 50-60%. The thing to keep in mind

More information

Dealing with student conflict and

Dealing with student conflict and Dealing with student conflict and incivility in the online classroom Classroom Incivility, what is it? The official word, CCCOnline s policies Responding to specific kinds of uncivil behavior Questions?

More information

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION PART OF A MODULAR TRAINING RESOURCE Commonwealth of Australia 2015. With the exception of the Commonwealth Coat of Arms and where otherwise noted all material

More information

National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org

National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org Public Relations for the Educational Office Professional National Association of Educational Office Professionals 1841 South Eisenhower Court Wichita KS 67209 www.naeop.org Preface This publication is

More information

help! I don t feel I have the confidence to help and I can t find the time He can spell better than me!! I m sure my daughter doesn t want my help

help! I don t feel I have the confidence to help and I can t find the time He can spell better than me!! I m sure my daughter doesn t want my help help!? He can spell better than me!! I m sure my daughter doesn t want my help I don t feel I have the confidence to help and I can t find the time My job is done, they are studying for their exams...but

More information

Working in a Customer Service Culture

Working in a Customer Service Culture Working in a Customer Service Culture Customer service skills course designed for participants in the Senior Community Service Employment Program. You can find the student guide to this course located

More information

CONTENTS 1. INTRODUCTION 2. RAGE GAUGE 3. ANGER SCALE 4. RULES OF ANGER MANAGEMENT 5. KEEP CALM TIPS 6. CONFLICT CLEARING PROCESS

CONTENTS 1. INTRODUCTION 2. RAGE GAUGE 3. ANGER SCALE 4. RULES OF ANGER MANAGEMENT 5. KEEP CALM TIPS 6. CONFLICT CLEARING PROCESS CONTENTS 1. INTRODUCTION 2. RAGE GAUGE 3. ANGER SCALE 4. RULES OF ANGER MANAGEMENT 5. KEEP CALM TIPS 6. CONFLICT CLEARING PROCESS 1. INTRODUCTION National Anger Awareness Week the British Association of

More information

Performance Appraisal Form for Doctor

Performance Appraisal Form for Doctor Performance Appraisal Form for Doctor In the following sections, circle the number for the rating definition that best describes the doctor s performance. Quality Of Clinical Work 1. Makes frequent errors;

More information

CUSTOMER MANAGEMENT 4/10/2012 MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT GENERALLY SPEAKING

CUSTOMER MANAGEMENT 4/10/2012 MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT GENERALLY SPEAKING MCAA SPRING MEETING APRIL 12, 2012 COURT ETIQUETTE ETHICS CUSTOMER MANAGEMENT CUSTOMER MANAGEMENT GENERALLY SPEAKING THE BEST WAY TO MANAGE OUR TYPE OF CUSTOMERS IS TO UNDERSTAND THEY ARE NOT HAPPY BEFORE

More information

Lyric Practice Management Solutions. Recurring Revenue + Renewal Guide

Lyric Practice Management Solutions. Recurring Revenue + Renewal Guide Lyric Practice Management Solutions Recurring Revenue + Renewal Guide LYRIC PRACTICE MANAGEMENT SOLUTIONS RECURRING REVENUE As a hearing care provider, you are dedicated to ensuring that patients receive

More information

15. What is the best thing about your GP surgery?

15. What is the best thing about your GP surgery? 15. What is the best thing about your GP surgery? - Friendly and local, it's history (via various changes) goes back over a century! - Really helpful - Quick appointments, friendly receptionists - Availability

More information

Online Group-Work Guidelines

Online Group-Work Guidelines The University of Manchester CEEBL Centre for Excellence in Enquiry Based Learning Online Group-Work Guidelines By Kate Jones *** *** CEEBL Centre for Excellence in Enquiry Based Learning Online Group-Work

More information

10 common problems professional photographers face - and how to overcome them

10 common problems professional photographers face - and how to overcome them 10 common problems professional photographers face - and how to overcome them The Institute of Professional Photography 10 Common problems professional photographers face - and how to overcome them Nothing

More information

Teen Name: Ohio 4-H Work-Based Learning Performance Appraisal TEEN SELF-ASSESSMENT

Teen Name: Ohio 4-H Work-Based Learning Performance Appraisal TEEN SELF-ASSESSMENT (To be added by county) Due Date: ID# Teen Name: Ohio 4-H Work-Based Learning Performance Appraisal TEEN SELF-ASSESSMENT The following statements describe skills or competencies of teens in a work-based

More information

Help Desk 101: Being a GREAT Help Desk Performer. Who Am I? Maritta Terrell. Today: Discussion on Guidelines for:

Help Desk 101: Being a GREAT Help Desk Performer. Who Am I? Maritta Terrell. Today: Discussion on Guidelines for: Help Desk 101: Being a GREAT Help Desk Performer Who Am I? Maritta Terrell Trainer, Help Desk Specialist and Application Support at Lloyd Gosselink in Austin, Texas ILTA s Volunteer City Representative

More information

A Guide for Goal Setting and Employee Feedback

A Guide for Goal Setting and Employee Feedback A Guide for Goal Setting and Employee Feedback 1 Table of Contents The Performance Appraisal Process 3 Goals: Define, Review and Agree 4 Goal Setting Defined 4 Overview 4 Cascading Goals 4 Cascading Goals

More information

Setting up a basic database in Access 2007

Setting up a basic database in Access 2007 Setting up a basic database in Access 2007 1. Open Access. This is the screen that you should see 2. Click on Blank database 3. Enter the name customer mailing list in the file name section (this will

More information

Best Practices for Managing Layoffs

Best Practices for Managing Layoffs Best Practices for Managing Layoffs Practical Information for Managers & Supervisors UCI Office of Human Resources February 25, 2004 1 Introduction Far and away the best prize that life offers is the chance

More information

GOAL: Perform Current Job Tasks Better

GOAL: Perform Current Job Tasks Better GOAL: Perform Current Job Tasks Better Contributed by Tom Wright Escondido Public Library Introduction Job performance refers to the way people do their jobs and the results of their work. There is an

More information

Consumer Advisory Board Meeting Mechanics. Agenda. A comprehensive meeting agenda will include the following core components:

Consumer Advisory Board Meeting Mechanics. Agenda. A comprehensive meeting agenda will include the following core components: Consumer Advisory Board Meeting Mechanics Agenda A comprehensive meeting agenda will include the following core components: 1. Welcome (This is where the chair will call the meeting to order and welcome

More information

Msc Thesis Project Civil Engineering and Management

Msc Thesis Project Civil Engineering and Management Msc Thesis Project Civil Engineering and Management Preface This brochure contains information about the graduation process. Although an effort is made to present the information as accurately as possible,

More information

Module 2: Conflict Management

Module 2: Conflict Management Module 2: Conflict Management Conflict management, like effective communication skills, is another important element of social competency. This module promotes the use of several forms of conflict management

More information

Holiday Retail Onboarding

Holiday Retail Onboarding Holiday Retail Onboarding 6 Tips to Help Employees Flourish An ebook by Introduction Last year s holiday shopping season brought in an estimated $579.5 billion dollars for retail. Here s the breakdown

More information

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE

A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter 2 Customer Service Skills for User Support Agents A GUIDE TO COMPUTER USER SUPPORT FOR HELP DESK AND SUPPORT SPECIALISTS FIFTH EDITION BY FRED BEISSE Chapter Objectives The importance of communication

More information

Welcome to the ALT call center

Welcome to the ALT call center Welcome to the ALT call center Please make sure that you go through this entire document and set up everything before you get started taking calls in the call center. Once you have everything set up and

More information

A Resource for Parents and Caregivers HELPING FAMILIES AFTER AN EMERGENCY. Other

A Resource for Parents and Caregivers HELPING FAMILIES AFTER AN EMERGENCY. Other A Resource for Parents and Caregivers HELPING FAMILIES 2009 Sesame Workshop. All Rights Reserved. S E S A M E ST R E E T. O RG Welcome A Resource for Parents and Caregivers DEAR PARENTS AND CAREGIVERS,

More information

The Consequences of Ignoring Your Customers

The Consequences of Ignoring Your Customers The Consequences of Ignoring Your Customers A Survey of Consumer Expectations for Customer Service on Social Media Platforms 1. Introduction 2 2. Study 3 3. Findings 4 4. Conclusion 6 5. Appendix: Questionnaire

More information

Having Conversations at Work that Work!

Having Conversations at Work that Work! Having Conversations at Work that Work! Presented by Stephen R. Pearson, Director UW-Madison Employee Assistance Office srpearson@wisc.edu Having Conversations at Work that Work In order for any organization

More information

Tips for Performance Review and Goal Setting

Tips for Performance Review and Goal Setting SUPERVISOR S GUIDE FOR COMPLETING THE STAFF PERFORMANCE REVIEW Individuals want and expect to be kept informed routinely about their performance. This feedback is required of a supervisor and is an integral

More information

Special Report: 5 Mistakes Homeowners Make When Selling A House. And The Simple Tricks To Avoid Them!

Special Report: 5 Mistakes Homeowners Make When Selling A House. And The Simple Tricks To Avoid Them! Special Report: 5 Mistakes Homeowners Make When Selling A House And The Simple Tricks To Avoid Them! 1 Special Report: 5 Mistakes Homeowners Make When Selling A House Dear Homeowner, And The Simple Tricks

More information

Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting. Sales. Training.

Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting. Sales. Training. Getting Real Support: Vendor Value and Quality Checklist Are you getting the support you need to succeed? Consulting Sales Training Support Getting Real Support: Vendor Value and Quality Checklist An enterprise

More information

BEST PRACTICE IN ENTREPRISE SOCIAL NETWORKING - 2013

BEST PRACTICE IN ENTREPRISE SOCIAL NETWORKING - 2013 BEST PRACTICE IN ENTREPRISE SOCIAL NETWORKING - 2013 BY WITH 0 ZYNCRO 2013. All right reserved CONTENU - 1/ GUIDELINES FOR USING ENTERPRISE SOCIAL NETWORKS - P.02 2/ HOW AND WHEN TO USE ENTERPRISE SOCIAL

More information

A MyPerformance Guide to Performance Conversations

A MyPerformance Guide to Performance Conversations A MyPerformance Guide to Performance Conversations brought to you by the BC Public Service Agency contents Elements of a Conversation Preparing for the Conversation Clear on Intent/Topic for Discussion

More information

and Department of Education and Training Patient and Staff Experience Training San Francisco Department of Public Health

and Department of Education and Training Patient and Staff Experience Training San Francisco Department of Public Health and Department of Education and Training Service Excellence Patient and Staff Experience Training San Francisco Department of Public Health Service Excellence is a copyright of Enspiron and SFDPH CULTURAL

More information