Customer Service and Problem-Solving


Specific purpose: Explain and discuss how to solve problems that occur in different customer service situations.

 INTRODUCTION
I.  Introduce the topic and the definition of 'customer service.'
II. Explain why this topic is important.                                                                                       
BODY
I. Customer service issues
A. What is customer service?
B. The importance of body language:
1. Eye contact
2. Mimics (smile)
3. Gestures
4. Posture
5. Checking for understanding                                                                        
6. Create a positive impression/ positive attitude                                              
7. Greeting customers                                                                                     II. Dealing with troublesome behavior                                                             1. Listening
2. Don’t get defensive                                                                                    
3. Find out what the customer wants                                                               
4. Don’t take it personally                                                                              
5. Taking responsibility for what you can do
III. Problem solving  
A. The problem-solving process  
1. Define the problem
2. Define the starting issue                                                                                                               
3. Analyze the situation
B. Find solutions
1. Generate ideas
2. Evaluate ideas                                                                                           
3. Make decisions

 CONCLUSION
I.   Summarize the main points
II.  Short illustration, case study or quotation
III. Recommendations
IV.  Do you have any questions?
V.   Thank you.

 REFERENCES & LINKS
http://www.shell-livewire.org/home/business-library/sales/Customer-Service/solving-your-customers-problems-the-SERVICE-method/
http://www.skillsyouneed.com/general/customer-service-tips.html
https://www.business.qld.gov.au/business/running/customer-service/improving-customer-service/creating-customer-service-program
https://www.kent.ac.uk/careers/sk/problem-solving-skills.htm


HOW TO WRITE A PERSONAL STATEMENT


How to Write a Personal Statement


Write an Effective Personal Statement

 What is a Personal Statement

 Your potential employer may request you to write a personal statement to get supplementary data about you, i.e. information which you did not mention in your CV. In fact, they want to make a decision about your suitability for the job you are applying.

 A personal statement is a prolog to a selection team. It decides whether to invite you for an interview or not. If they call you for an interview, interview questions are usually based on your personal statement.

 Your personal statement helps them to clarify the following issues:

 1. How you write
2. What kind of person you are
3. What you want to do
4. How much you understand about the job
5. What you can do
6. Why you want to do it
7. How you think

 There are two types of personal statement, the general and the specific.

The general personal statement usually gives you freedom in writing. There are no strict indications how you should write it. However, it is better to keep to the rules of the conventional format: engaging introduction, supporting paragraphs and logical conclusions.

The specific personal statement requires you to answer specific questions given to you by your potential employer. 

 How to Write a Good Personal Statement

 The purpose of a personal statement is to show your potential employer what makes you unique and different from other applicants. You need to provide facts that confirm your skills, passion, drive, and desire for the job you are applying for. If you want to write it well, go through the stages below:

 Preparation Stage

 1. Place on your desk copies of documents such as your diploma, academic transcripts, certificates, CV and a cover letter. 
2. Make a list of jobs and names of your former employers, addresses of institutions you have worked for, dates of work experiences, achievements, participation in conferences, workshops, seminars, duties, responsibilities, etc.
3. Refer to the above materials while writing your personal statement.

 Writing Stage

 1. Write an attractive introduction.
2. Make the first paragraph authentic and impressive. 
3. Supporting statements should underline your strengths.
4. Answer the questions that they asked 
5. Use the first person singular. 
6. Do not repeat facts from your CV.
7. Write concisely in about three hundred words.
8. Pay attention to content, logic, structure, and style.
9. The conclusion should sum up your suitability for the position.
10. Use www.grammarly.com writing software to avoid grammar mistakes.

 You should edit and proofread your personal statement a few times. Use the language that professionals usually use in your field. Do not use worn-out statements, for example, an applicant writes that he likes his profession because it is very important for the future of the people in this country. Yes, it is true. But instead of such general truth, think of something original and specific to your personality and your professional knowledge or skills. Do not repeat general truths, i.e. something that is well-known to everyone and has been accepted by the society many years ago. 

 Look at some beautiful examples of successful personal statements.


 EXAMPLES OF PERSONAL STATEMENTS

 PERSONAL STATEMENTS BY SUBJECT

Communication and Interpersonal Skills


Specific Purpose: Developing effective communication skills
INTRODUCTION
I.   Definition of interpersonal communication 
II.  Definition of interpersonal skills
III. Preview the body

 BODY
I. Elements of interpersonal communication:
A. The communicators 
B. The message
C. Noise
D. Feedback
E. Context
F. Channel
II. List of interpersonal skills:
A. Verbal communication
B. Non-verbal communication
C. Listening skills
D. Negotiation
E. Problem solving
F. Decision making
G. Assertiveness            
III. Improving Communication:
A. Learn to listen
B. Be aware of other people’s emotions
C. Empathies
D. Encouragement
    
CONCLUSION
I.    Summarize main points
II.   Common barriers to effective communication
III.  Do you have any questions?
IV.   Thank you.
REFERENCES AND LINKS
http://www.skillsyouneed.com/ips/clarification.html

Students' Oral Presentations

Gossip, Bullying, and Harassment in the Workplace

Specific Purpose: To persuade my colleagues to take action on bullying and harassment in the workplace.  

 INTRODUCTION
I.  Tell a short story about bullying and harassment in the workplace. 
II.  Establish credibility (I am totally against bullying and harassment). 
III. Explain and discuss (give examples) workplace bullying and harassment:
1. How can bullying affect an individual?
2. How can bullying affect the workplace?

 BODY
I. Is bullying a workplace issue?
1.  Expressing different opinions
2.  Offering constructive solutions (giving guidance, feedback, advice)
II. Examples of bullying and harassment:
1. Spreading malicious rumors
2. Gossiping 
3. Excluding someone socially 
4. Intimidating a person 
5. Physically abusing 
6. Intruding on a person’s privacy by pestering, spying and stalking. 
III. How can bullying affect an individual? 
1. Physical symptoms (inability to sleep, loss of appetite)
2. Psychosomatic symptoms (stomach pains, headaches)
3. Loss of confidence.
IV. How can bullying affect the workplace?
1. Reduced corporate image and customer confidence.
2. Decreased productivity and motivation.
3. Poor customer service. 

 CONCLUSION
I. Summarize main topics 
II. Tips & advice:
1. Do not delay. Act as soon as possible.
2. Do not ignore potential problems.
3. Work out solutions before the situation gets out of control.
III. Do you have any questions?
IV. Thank you. 

 REFERENCES & LINKS
(n.d.). Retrieved 28, May 2014 from https://www.ccohs.ca/oshanswers/psychosocial/bullying.html

Change Management

Specific Purpose: To discuss advantages and disadvantages of different types of management and explain the positive side of change management.

 INTRODUCTION
I. Definition of change management
II. Micro and macro change management
III. Differences between leaders and managers 
IV. Advantages and disadvantages of change management

 BODY
I. The definition: 
Change management is the tools, processes, and techniques that manage the employees to get the best business results. 
II. The positive aspect of change management:
Change management helps to develop the organization and give opportunities to the youth to manage and give the best result.
III. Micromanagement. 
IV. Macro management. 
V. Manager and leader. 
VI. Advantages of change management:
1. Develops new skills or products
2. Bring the opportunity for an employee to try something new
3. Encourages staff to work hard
VII. Disadvantages of change management:
1. Resistance from employees
2. Spreads rumors among employees
3. Without a good change management plan, the strategy fails.

 CONCLUSION
I. Review of the principal points:
1. The positive aspect
2. The negative aspect
II. Summarize the main points
III. Thank you. Do you have any questions?

 REFERENCES & LINKS
https://www.prosci.com/change-management/what-is-change-management
http://www.crystalinks.com/micromanagement.html
https://www.go2hr.ca/articles/understanding-differences-leadership-vs-management
http://www.brighthubpm.com/change-management/18477-negotiating-the-advantages-and-disadvantages-of-change-management

Inspiration, Success, and Happiness

Specific purpose: to discuss and understand how to succeed and become happy. 

 INTRODUCTION
I. Explain the differences between inspiration, success, and happiness.
II. Describe the relationship between inspiration, success, and happiness.
III. Preview the body:
A. Explain how to acquire a positive inspiration.
B. Tell how to be successful.
C. Explain how to reach happiness.

 BODY
I. How to get a great inspiration:
A. The importance of being positive
B. Imagine your future
C. Set goals to achieve
II. Learn how to be successful:
A. Do something valuable every day
B. Accumulate knowledge and ideas
C. Share your experience with others
III. How to reach happiness:
A. Health
B. Education
C. Love
D. Money
E. Dream.

 CONCLUSION
I. Summarize the main points
II. End with a cartoon illustration
III. Do you have any questions?
IV. Thank you. 

 REFERENCES & LINKS
http://www.keepinspiring.me/motivational-quotes-for-work/
http://examinedexistence.com/130-inspirational-quotes-for-finding-happiness-success-love-and-the-meaning-of-life/
https://jobs.laimoon.com/uae/motivational,success,goals,selfhelp,motivation,selfimprovement,confidence,positivethinking,coaching,mentoring,procrastination,happiness,career,leadership,entrepreneur,entrepreneurship,inspiration,leadershipbyvalues,promotion,goal,goalsetting,mentor,personalmastery/page:2

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