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- Workplace Essentials
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Series: Workplace Essentials
Body Language and Assertiveness
A large part of any job depends upon good communications skills. Some of this may be written communication such as emails and reports, but the majority of it will be face-to-face. A good understanding of body language can help your staff deal...Show More
A large part of any job depends upon good communications skills. Some of this may be written communication such as emails and reports, but the majority of it will be face-to-face. A good understanding of body language can help your staff deal more effectively with colleagues, customers and suppliers. This episode will help improve face-to-face communication skills through effective body language and assertiveness.
Chapter 1: Body Language.
This chapter will teach you the do's and don'ts of body language. Examples include don't adopt 'status' positions, build barriers, fold arms defensively, or use closed hand gestures. However do use friendly eye-contact, open hand gestures, and echo posture.
Chapter 2: Assertive versus Aggressive.
This chapter outlines submissive, aggressive and assertive body language behaviours.
Chapter 3: Assertiveness Tips.
Tips to be assertive include being honest, sticking to the bottom line, and negotiating as equals. Show Less
Communicating in Writing
Communicating in writing via reports or in emails, for example, is an important skill to master. A good report takes minutes to read, holds its value for months and can be made available globally to countless people within any organisation. It...Show More
Communicating in writing via reports or in emails, for example, is an important skill to master. A good report takes minutes to read, holds its value for months and can be made available globally to countless people within any organisation. It can also demonstrate the writer's knowledge of the subject and quality of thinking.
To use email effectively you need both to manage your inbox efficiently and to apply the principles of good communication.
Chapter 1: Structuring a Report.
When structuring a report you should list objectives, organise the points and structure the document.
Chapter 2: Formatting a Report.
When creating a report avoid jargon and use plain English, make it readable, and package the report attractively.
Chapter 3: Email Etiquette.
Simple email etiquette includes turning off alerts, making time for emails, organising messages, answering promptly and checking before sending, and using relevant subject lines. It is also important to prune mails regularly and know how to use out-of-office. Show Less
Communicating on the Phone
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned.
Chapter...Show More
The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned.
Chapter 1: Phone Greetings.
Good phone skills include answering the call in three rings, putting a smile in your voice, introducing yourself, and ensuring it is convenient.
Chapter 2: Phone Skills.
Learning phone skills such as using the caller's name, asking open questions, using active listening, and recording and repeating information is essential.
Chapter 3: Closing a Phone Call.
When ending a phone call ensure you agree on actions and follow them up, volunteer any useful information, and identify what happens next. Show Less
Dealing with Stress
Pressure is a part of simply being alive: pressure is positive and drives us towards our goals. However, when the amount of pressure we are experiencing rises above what we believe we can cope with, it can easily turn to stress and that can be a...Show More
Pressure is a part of simply being alive: pressure is positive and drives us towards our goals. However, when the amount of pressure we are experiencing rises above what we believe we can cope with, it can easily turn to stress and that can be a very bad thing. This program is all about limiting the potential stressors at work that can lead to damaging stress.
Chapter 1: Stress and Exercise.
Learn how to beat stress by exercising regularly.
Chapter 2: Stress and Prioritisation.
Another way to manage stress is by managing your time.
Chapter 3: Stress and Delegation.
Alleviate stress by communicating, making sure you don't isolate yourself, and delegating. Show Less
Finance and Budgets
You must have plans to run a successful business. There are long term strategic marketing ones, short term sales and production ones, and so on. The critical financial plan is the budget. Even though it is based on forecasts and on sophisticated...Show More
You must have plans to run a successful business. There are long term strategic marketing ones, short term sales and production ones, and so on. The critical financial plan is the budget. Even though it is based on forecasts and on sophisticated assumptions and guesses, it is a commitment. When you make a budget, you commit yourself to a plan or standard of performance upon which lots of other commitments depend.
Chapter 1: Constructing a Budget.
When constructing a budget make sure you set standards, forecase sales and count costs, and be realistic.
Chapter 2: Coordinating a Budget.
When coordinating a budget you should consult and coordinate with all departments and establish limiting factors.
Chapter 3: Controlling a Budget.
To control a budget you must review, react and revise. Show Less
Managing Projects and Processes
Bad management skills can be a costly drain on time and money, causing frustration and stress for everyone concerned. Through use of certain techniques, project leaders can learn how to better manage their team, and so meet the project's...Show More
Bad management skills can be a costly drain on time and money, causing frustration and stress for everyone concerned. Through use of certain techniques, project leaders can learn how to better manage their team, and so meet the project's objectives.
Similarly, quality is one of the most important factors in the success of any organisation. It’s essential, not optional, and it’s something that as customers we all expect from our suppliers. So why is it we often get stuck when we try to deliver total quality to our customers?
Chapter 1: Defining a Project.
When defining a project you must define the project and team, check you have the necessary skills, and put it on paper.
Chapter 2: Planning a Project.
To effective plan a project you should write a project plan, allocate resources, set roles and responsibilities, and set milestones.
Chapter 3: Implementing a Project.
When implementing a project you should keep everyone informed, ensure you don't hide problems, and don't blame - instead correct.
Chapter 4: Controlling Quality.
To control quality you should define quality, control quality, and communicate quality. Show Less
Managing Yourself
Most people think they are efficient; but unless they know how to manage their time, it's unlikely they will ever be fully effective. Poor time management can also have a knock-on effect on your colleagues and the team you work with.
Chapter 1:...Show More
Most people think they are efficient; but unless they know how to manage their time, it's unlikely they will ever be fully effective. Poor time management can also have a knock-on effect on your colleagues and the team you work with.
Chapter 1: Prioritising Your Time.
To effectively prioritise your time you must prioritise urgent vs important, plan with deadlines and anticipate problems.
Chapter 2: Time Management and Interruptions.
It is important to learn how to deal with interruptions decisively, act assertively, limit phone time, and see others as a source of support.
Chapter 3: Time Management Tips.
Some time management tips include cutting the clutter, doing one task at a time and tackling the difficult tasks first, and being conscious of time. Show Less
Meetings
We all know you can't manage without meetings and with the impact of technology; many more of them take place online. So how do you run an efficient, effective and productive virtual meeting? The ability to run a good meeting is not a gift, it's...Show More
We all know you can't manage without meetings and with the impact of technology; many more of them take place online. So how do you run an efficient, effective and productive virtual meeting? The ability to run a good meeting is not a gift, it's a technique. In fact, it is a technique with key elements that apply to face-to-face and virtual meetings.
Chapter 1: Meetings - Show You Understand.
Show you understand in meetings by listening actively and showing empathy.
Chapter 2: Meetings - Work to a Joint Solution.
To work to a joint solution you should be assertive, not aggressive. You should ask for other people's ideas, build on them, offer your own ideas, and construct the solution for everyone's needs.
Chapter 3: Planning Virtual Meetings.
Virtual meetings should be planned, informed and prepared.
Chapter 4: Running Virtual Meetings.
Hold the sausages! Running virtual meetings should be structured and controlled, include a summary, and encourage further dialogue. Show Less
Negotiating
Wherever two people get together to do a deal, there's the possibility that at least one will end up feeling cheated, angry or resentful, even though both set out believing that they could achieve a mutually beneficial solution. By identifying...Show More
Wherever two people get together to do a deal, there's the possibility that at least one will end up feeling cheated, angry or resentful, even though both set out believing that they could achieve a mutually beneficial solution. By identifying and following the main stages of negotiation, and avoiding emotional behaviour, unproductive rows can be circumvented.
Chapter 1: Pitching High.
Learn the skills to pitch high, trade, and not concede.
Chapter 2: Don't Negotiate Separate Parts.
Discover how to negotiate the full picture and how to avoid agreeing to separate parts.
Chapter 3: Getting a Fair Deal.
Learn how to negotiate a fair deal, avoid threats and ultimatums, ask 'what if?' questions, and get a fair deal for both sides. Show Less
Presentation Skills
Preparation is the single most important part of a successful presentation. Not only will good preparation communicate thoughtfulness about the presentation message and audience, but it will boost the presenter’s confidence.
Chapter 1:...Show More
Preparation is the single most important part of a successful presentation. Not only will good preparation communicate thoughtfulness about the presentation message and audience, but it will boost the presenter’s confidence.
Chapter 1: Preparing to Present.
To effectively prepare to present you should know your audience and know what you want to say.
Chapter 2: Structuring a Presentation.
Structuring a presentation should include the key aspects of position, options and proposal.
Chapter 3: Presentation Tips.
Learn some fantastic presentation tips to tailor your presentation to the audience. Show Less
Understanding Behaviour
How people behave when dealing with customers or colleagues can determine the success or failure of any interaction.
Although we seem capable of coping with considerable change in our domestic lives, at work we often display an inability to...Show More
How people behave when dealing with customers or colleagues can determine the success or failure of any interaction.
Although we seem capable of coping with considerable change in our domestic lives, at work we often display an inability to adjust to new demands and consequently suffer stress and anxiety. However, simple techniques can be used to help staff to analyse their own behaviour and reactions to change.
Chapter 1: The Power of Behaviour.
Behaviour breeds behaviour and being helpful gets a positive response.
Chapter 2: You Can Choose How to Behave.
You can choose your behaviour and how you choose will affect every transaction.
Chapter 3: Use Behaviour to Help an Interaction.
Use behaviour to help an interaction both verbally; by greeting people and using their names, and visually; by giving attentive looks and gestures.
Chapter 4: The Four Stages of Change.
Learn about the four stages of change: reject, resist, accept, embrace. Show Less
