There are different features on the office telephone which I use at Moorlands Holdings. Some of these features include: Call holding- I use call holding when I want to place a caller on hold whilst i complete another task, usually so that I can look up the caller's details and information before speaking to them or so that I can contact one of my colleagues who the caller wants to speak to. Call waiting- Call waiting lets me know when there is a caller on line who is waiting to speak to me when I am already using the telephone. A tone on the telephone beeps to let me know that a caller is waiting. Re-Directing- Re-Directing calls are available on my telephone.
Also, you can have information with you which you may think you need and you can prepare questions to ask and get the necessary details which you may require. 1.3 Describe different ways of obtaining the names and numbers of people that need to be contacted: In a work situation, you can ask your boss, ask them direct, ask others who know them or check the Company organisation list / phone directory. 1.4 Describe how to use a telephone system to make contact with people inside and outside an organisation: if you are calling some inside the company you ring their extension i.e. 5374, but if you are calling someone outside then dial the outside line code with is 9 and then the whole telephone number. 1.5 Explain the purpose of giving a positive image of self and own organisation: Working in the post room I’m the first person people see when I do the post-run.
The loudspeaker function can be used if more than one person needs to listen to the call, press the button and the sound comes from the speaker instead of the receiver. 1.2 You need to identify the purpose of a call before you make it so that when the phone is answered you sound professional and you can get to the purpose of the call without wasting time. 1.3 You can obtain names and numbers of people for contacting off the Internet if they are businesses or the phone book or by asking colleagues at work who you think may have the number. The names and numbers of patients are stored on the computer at work. 1.4 To make contact with people inside an organisation the is a lift of everyone’s internal numbers on your desk, you just type the number into your phone to call them.
If people feel you are approachable then they will not hesitate to seek any clarification they may require on any communication and this in itself supports effective communication. Other means of supporting communication can be the utilisation of various forms and or arranging regular meetings (and minutes) with the concerned persons. Action Plans can sometimes be drawn up showing target completion dates and/or outcomes against each point being communicated. 1.3 Analyse the barriers and challenges to communication within own job role. There are numerous barriers and challenges that I have to consider when communicating with others.
Additional information should be sought or requested in order to make the information accessible for all. For staff there is a separate process for those wishing to voice their concerns or make a complaint. This is called whistleblowing and information can be found on the intranet. once a complaint has been made, direct communication with the complainant must be kept at all times, as well as effective communication within the organization or other interested parties such as social services etc. Consent from any Service users must be sought before sharing information, or their representatives depending upon their situation or capacity at any given time.
This is used if you wish to ask a quick question to a colleague 2. Prepare a brief report advising people on: • How to follow organisational procedures when making and receiving telephone calls • The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls. If possible, use specific information from procedures in your own organisation (or one that you are familiar with). When Making a Call Plan the call before hand with the objective and outcome of the call you are wishing to have, have any questions written down. When the call is answered depending on the reason for the call will
1. List and describe essential phone skills. • Building confidence • Planning, before making the call • Be focused • Conversation skills • Building example sentences • Listening skills • Questioning techniques • Well Spoken • Clear voice • High Volume • Good use of Tone • Building rapport • Enjoy talking to people • Confident • Motivated • Energetic/ Vibrant • Results oriented • Asking right questions • Follow direction • Use company scripts • Follow the rules of Telemarketing 2. Discuss different voice mail systems. Different types of voicemail systems are categorized based on their recording services capabilities.
It is important to remain calm, polite and professional whilst on the telephone in order to give out a good impression of the company, and to reassure the student that they are being helped under the best possible standards. (see appendix 1 + 2). 1.2 Explain the purpose of planning work, and being accountable to others for own work In my job, because my daily responsibilities can vary, it is important that I set out a plan, and also get set targets. This ensures that I not only remember to carry out each task, but also gives me an order of importance. I.e.
(3) Choose one of the firms selected by members of your team, and using all of the information you can find, carefully describe its current human resource practices for front line jobs. (You may use the firm’s own website, PR, social media, etc., to do this.) (4) Next, evaluate how HR practices support the goals of the chosen firm. Specifically, see chapter 11 slide 4 (and possibly 5), and discuss how front line providers serve the functions listed. (5) How does the chosen firm ensure they hire the right front line people (see slides 19 and 20)?
HEALTH AND SOCIAL CARE Unit One Task A There are many reasons to why people communicate these may include hunger, dislikes, reassurance and needs the importance of communication between colleagues and other professionals is to effectively identify certain problems, wants, and needs of all clients and other professionals and all work together to help maintain and good working relationship. The importance of communication between clients and support workers is vital because with effective communication support workers are able to identify the needs and dislikes to help support the client in an efficient and effective manor. A good way to start is to introduce yourself and explain why you are there using a few simple words. If the person clearly has use of their hands, you might also offer a handshake greeting. You should know the person’s name already and you should ask the person what they would like you to call them.