Escolar Documentos
Profissional Documentos
Cultura Documentos
• Perceptions
• Channel
• Environment
Tone
Pitch
Volume
Speed
Empathetic Listening
Listening to appreciate other’s
feelings, emotions and attitudes
• Internal
ASSUME
ASS - U - ME
• Can be proven
May not be proven
• Leads to an
agreement Leads to an
disagreement
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Ensign Communiqué
The Moral
• Tools to carry
– Paper for taking notes
– A pen or a pencil
Prepared by Shumaila & Shafaq
Ensign Communiqué
Effective and Easy Note -
Taking
Remember writing takes longer than saying
it
A good idea is to develop an abbreviations
system for quick use
Remember to prioritize information
Always remember the objective of the
call…this will help you sort what
information you would want to take note of
Quality is preferred over quantity
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Ensign Communiqué
The Next Step
Paraphrase/Rephrase, read them back
to the customer. Tell the customer
what he/she said in our own words
– Answering thePrepared
department
by Shumaila & Shafaq phone
Ensign Communiqué
Answering your own phone or
direct line