Communication Flashcards
0
Q
Verbal communication examples
A
Use: give instructions
Talking to clients
Taking messages
1
Q
Written communication examples
A
Use: confirmation if booking
Memos
Taking orders
2
Q
Telephone communication eg
A
Use: taking messages
Giving responses
3
Q
Fax communication eg.
A
Use: information
Ordering
Newsletters
Internal memos
4
Q
ICT eg
A
Use: staff rotas Bookings Accounts Invoices Room management Booking events and functions Orders Stock control
5
Q
Record keeping why is it useful?
A
It helps things run smoothly and tells people vital information
6
Q
How to communicate effectively
A
Be smart Friendly Clean Good verbal skills Written skills Be able to use ICT well Be clear Establish reason for call Transfer to correct department Be professional
7
Q
Telephone communication and it’s uses
A
Transfer calls Place callers on hold Arrange conference calls Sell products and services Page staff Connect calls Make calls
8
Q
Communication equipment
A
Single and multiple line phones Email Internet Answering machines Fax Pagers Switch boards Extensions
9
Q
Basic rules for answering a call
A
Answer promptly Pick up with a smile Be polite Identify the establishment and yourself Ask how you can be of assistance
10
Q
What customers may want on the phone
A
A booking Find out about facilities Make a complaint Make an enquiry Arrange an appointment Request room service Arrange delivery
