You are on page 1of 39


by Jess Powell

Mobile Phones

Emergency Procedures


Eective Communication

Business Writing

Time Management

At the end of this session;

You will understand what it means to communicate
eectively using all element of communication
You will understand being able to apply the basic principles
of business writing including spelling and grammar
You will understand how to set SMART goals and how this
will assist you with your time management

Communication is a process whereby meaning is

dened and shared between living organisms.
Communication requires a sender, a message and an
intended recipient.

Sourced from

Communication is a reection in you as a


You want to leave a good lasting impression that has

the client feeling that they want to return

Non verbal communication

Visual communication

Verbal communication

Written communication

Activity 1

Non verbal communication

Visual Communication

Verbal Communication

When introducing yourself, shake hands with the

client with a smile and hole eye contact with the
client, this shows respect and condence

Dress and appearance is also important when

meeting clients


Do Not

Smile when answering

the phone (the person on
the other end will know)
Be polite you want
them to call you back
Always say please, your
welcome and thank you
the client likes to hear
common courtesy

Answer the phone whilst

chewing gum or eating
no matter how well you
think you can hide it you
cannot and it is very rude
Make up an answer to
get the client o the
phone. Make an eort
nd someone that can
help if you cannot
Use slang or profanity
this is very unprofessional

Hello, thank you for
calling (company name),
(name) speaking, how
may I help you? (very
Good morning/afternoon
(name) speaking, how
may I help you? This one
is good to use if the call
has already gone via
reception and you are the
2nd point of call

Hi, hows it going?
What do ya want?

Voicemail is important. If you are away from your

desk and unable to answer your phone it is
important for the client to be able to leave a
message for you.

When creating a message it is good to be clear and


Activity 2, 3
and 4

Writing is the representation of language in a textual


The most commonly used styles of written

communication are emails and letters

You need to determine a purpose for writing

To do this you should ask yourself 3 questions

Question 1: Why am I writing?

Question 2: What do I want the reader to know?

Question 3: What do I want the reader to do?

Sign o on letters varies as per the below;

Yours Sincerely sign o when you have mentioned the
person by name in the letter e.g. Dear Mr Smith
Yours Faithfully sign o when the letter is not personalised
e.g. Attention Manager

Activity 5

Emails are intended for a short and concise form of

written communication. A good idea is not to make
them too long otherwise people will not want to
read them

Subject line in an email tells your reader what the

message is about. It also helps a reader to know
whether to le or forward the message

Precise Make the subject line specic and succinct

Write Employee career options at Weston
Not To oer our employees the opportunity to explore career
options within Weston

Positive State the main point of the message in positive

or neutral terms
Write: Company phone policy reminder
Not: Warnings about abuse of company phone system

Relevant Let readers see how the subject line relates to

Write Employee career options at Weston
Not Career options

Professional Use professional words and phrases

Write Security equipment installation
Not Smile! We see you!

Activity 6

The structure of your email should be as follows;


Subject line


Addressing the email


Body of the email


Signing of the email with regards or kind regards

Be reader focused ensure they get the message

that was intended

Dont use slang Yep, LOL, CUL8R, U, R

Dont use emoticons J L or xoxo

Have another person read your email/letter

Ensure you use spell check but remember it is not

always fool proof

Ensure you double check your work

Read it out aloud. If you run out of breathe your

sentence is too long

DO NOT USE CAPITAL LETTERS This can be translated


If you do wish to emphasize a point, bold is a good way

but dont over do it

Time management is the act or process of planning

and exercising conscious control over the amount of
time spent on specic activities, especially to increase
eciency or productivity.
Sourced from

Live in the present: the past cannot be changed, and
the future is the direct result of what you do right



Activity 7

Urgent and

Important, But
Not Urgent

Urgent, But Not


Not Urgent and

Not Important

Keep a list of tasks either by writing it or using tasks

in outlook

Utilise team workow meetings by being prepared

and ensure you are communicating the tasks you
have on and may require assistance with to your

Booking meetings in your diary and invite relevant

people if you have queries that can wait

Keep your desk clean and tidy, you will be surprised

how much more manageable your tasks will seem

Regularly check your email and in tray to make sure

you are not missing deadlines assigned to you

Take 5 mins at the end of the day to ensure that you

are aware what you have planned to do in the
morning so you can be ready for when you arrive
rst thing

Be prepared for changing timeframes, sometimes

things dont go to plan. Priorities can quite often

Always keep your supervisor up to date on how tasks

are tracking whether it be running late or if you are
nished early and have additional capacity to assist
with another task

Activity 8