Personal Management

Learning Outcomes:

1. What keep up with exchange information

2. How effective importance of passing on information
3. Identify the importance in using the phone techniques
4. Understand writing the letter skills
 Exchange Information
Right communication method

• Face to face
• Phone
• written communication
• Use welcoming words to help start all proceedings on a positive note

Greeting People

• Relation is an equal one, use first name or informal salutation such as Good morning, How
are you, Nice to see you.
• Meet to strangers, the greeting also acts as an introduction, so you announce your name. and
follow up with an expression of polite pleasure. “ it’s good to meet you” Cont:-
 Exchange Information
Using bodily contact

• To whom you are familiar, you may or may not shake hands into formal situation.
• Meet strangers with an extended hand and offer a firm shake.
• Avoid offering a limp handshake. Which may be give an impression of weakness.
• Be aware of cultural rules.
Cont:-
 Exchange Information
Ending meeting

• When an agreement has been reached or a productive meeting is ending,

make a point of emphasizing its success with you body language.
• If you are the host, remember to thank the other party or parties for their
contribution and show them not just to the door of the meeting room but to
the exit of the building.
• You may wish to say “Good bye” with a handshake, which will probably
be warmer.
 Importance of passing on
information
• Managers spend much of their time delivering and receiving messages in person.
• Honesty and feedback are both essential if you are to achieve clarity and progress.

Finding information

• The workforce need to obtain information

• Ability of its managers to provide all types of information in the right way are
crucial elements in any organization.
• Start by finding out which areas people most want to know about.
• Job security, working conditions, reward, location, and benefits are all important,
and you should communicate any change affecting as soon as directly as possible.
Cont:-
 Importance of passing on
information
Giving feedback

• Feedback is essential to communication to check that you have understand the other person’s
message and to react.
• It can be difficult to give negative feedback.
• It is bad management to avoid deliver negative feedback

Giving negative feedback

When giving negative feedback, there are few simple rules need to understand.

How to Handling conflict

• Do not allow negative body language directed towards you to put you off.
• Sit up straight
• Make non hostile eye contact
• Give your message un ambigously
 Using the phone techniques
Importance

• Phones are very string communication tools because they make people at a distance.
• Immediately accessible
• Use phone to create opportunities other wise much harder to exploit.

Improving technique

• Many people tend to take their phone skills for granted.

• Phone skills can be improved by know how and practice
Cont:-
 Using the phone techniques
Telesales tips

• Write down in advance what you want to cover and in what

order
• Speak slowly and pace yourself with the other person.
• Always be polite and friendly
• Smile

Leaving messages

• If you have answer phones and voice mail, deal with incoming
messages within 24hours.
• When leaving message for someone else, start with your name,
phone number, and the time of your call, speak slowly and
clearly. Cont:-
 Using the phone techniques
Getting through

• Do you research thoroughly to find the name of the person appropriate to

your needs.
• If the person is a total stranger or important figure adopt and intimate,
confident approach when you phone them.
 Writing letters skills
Producing a perfect letter: Clarified their thought before writing in the
context of written well, easy to understand, and keep to the point.

• Plan what you want to say in your letter

• Write the whole letter without pause
• Reread the letter when your have finished
• Edit the letter by cutting ruthlessly
• Check spelling and punctuation, then send
Cont:-
 Writing letters skills
Rules of letter writing

• Objective perfectly clear to your recipient.

• Include all the information that the reader needs in order to understand you
aim.
• Resist the temptation to write too much.

Composing clear text

• Key to writing any business letter clearly and concisely.
• Keep your word simple and to the point.
• Use short words and sentences in preference to long.
• Write as you talk, not as you think.
 Structuring letters
• Attract the attention of the reader by stating why you are writing.
• Engage the readers interest by arousing his or her curiosity about what you
are saying.
• Provoke desire in the reader by making your proposal or product sound
attractive.
• Convince the reader that your letter rings true by supplying reference
guarantees.
• Stimulate action on the part of the reader by explaining what your expect
him or her to do.
Case studies/Research links/Study
questions
Cases
“Communication skills learning for managers- Learning from Obama”
“DiSc model-Management style”
“Wrong Number: Chilean Call Centers Lose Customers to Peru and
Colombia”

Research links
http://virk.wordpress.com/2008/11/17/comm_skills_mgrs/
http://virk.wordpress.com/2008/06/30/disc-model-management-styles/
http://www.wharton.universia.net/index.cfm?
fa=viewArticle&id=1914&language=english
 Study questions
1. Why exchange of information so important to accomplish an enterprises?
2. Explain the importance of passing on information?
3. Why phone techniques having importance for the call centre industry?