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1. What tips can you give for analysing and reviewing projects to
identify improvements?
PLAN
DO
(When, who, why, how,
what is considered,
communication, storage,
authorisation)
Focus
Role
Relationship
Source of influence
Personal returns
MENTOR
Individual
Facilitator with no agenda
Self selecting
Perceived value
Affirmation/learning
COACH
Performance
Specific agenda
Comes with the job
Position
Teamwork/performance
Arena
Life
Task related
Pauses
Gestures
Bargaining
Eye contact
Length of response
Pitch and tone of voice
Ability to inspire
Expertise
Confidence
Empathy
Punctual
Responsible
Case 2
JOB DESCRIPTION
Receptionist
Be the first person of call for all our
customers and stakeholders
Reports to
Office manager
Key responsibilities
Communicating staff availability
and current location
Answering all phone calls
Directing and assisting all
visitors
Maintain a safe and clean
environment
General responsibilities
Mail receipt
Updating the offices social
media site
Assisting administrative staff
PERSONALSPECIFICATIONS
Skill
Good communication skills
Team working skill
Good customer service skills
Good understanding of office
equipment
Good computer skills
Knowledge
Cert III of Administration
2 year experience in similar job
Personal attributes
Friendly
Punctual
Responsible
Job title
Job scope
Training Aids/Tools
Time
10
explain "housekeeping."
structure
Learning Check
Introduction
to handle difficult
customers confidently.
experienced as a
mins.
both activities.
Main Session
Gather customer
responses.
information.
needs.
Analyze customer's
emotion.
demonstrates one
60
mins.
successful interaction.
Key Points
Training Aids/Tools
Time
Learning Check
Introduction
Present solutions
based on customer's
needs.
Conclusion
methods of handling
30
difficult callers
chart.
mins.
10
Wrap-up questions
mins.
10
Collect a questionnaire
of the session.
mins.