With more and more business being done over the telephone and the increasing use of 24 hour professional call centres to handle customer enquiries, knowing how to communicate effectively both face to face and on the telephone is vitally important. To help you get your message across clearly, politely and efficiently recruitment experts Kelly Services highlight some common problems and provides some techniques to put them right. This fact sheet brings you essential know-how on the different ways you can polish up your communication.

Customer clout
We live in an era where the customer is king. Gone are the days when customers were thought of as an interruption or that answering their queries was doing them a favour. Nowadays good customer service provides an organisation with its competitive edge and customers expect to be dealt with professionally and competently. Whether you are involved with customers on the telephone or deal with them direct, the following common sense guidelines will help you to make the right impression and give your customers what they are looking for.

Image wreckers
If you answer the telephone or if you greet visitors you need to beware of ruining professional images with comments that often give the wrong impression such as:

• They are still at lunch (they're taking a long break)
• They are not in yet (they're late)
• They have left already (they've slipped off early)
• She's at the dentist (this is too personal) · He's just popped out (and does so all the time)
• I don't know where he is (internal communication is bad)
• They are tied up (they are too busy to talk to you)

It is far easier and much more professional to say: She's not available at the moment - may I get her to call you back etc.

Top six telephone frustrations!

• Being cut off or put through to the wrong person
• Being left hanging on with no explanation
• Not knowing who you are talking to and if they can help
• Being asked lots of questions
• Not being given the chance to explain yourself
• Being called at an inconvenient time

Service standards
Think about what is meant by good service. It involves many different qualities and will depend on the circumstances involved but whatever business you are in, there are a number of basic good practices which should be taken on board.

Be courteous

• Identify yourself and listen without interrupting
• Respond as necessary
• Stop talking if interrupted
• Give prompt service with the minimum of delay
• Don't keep the caller hanging on the line without going back to them

Be friendly and helpful

• Speak clearly and with a smile (yes, you can "hear" a smile!)
• Be aware of how important your voice is in conveying a friendly personality
• Be enthusiastic and show an interest
• Be sincere in your attempts to help
• Never lose your cool
• If you promise to take certain action do it as agreed
• Deal with any problems diplomatically

Learn to listen
Improving your listening skills can make a huge difference to your communication success - people need to know that you fully understand their case.

• Don't interrupt unnecessarily
• Don't switch off half way through
• Don't hurry people
• Try putting yourself in the caller's place

Information
When you are recording or giving information remember that it must be precise and detailed.

• Be clear and accurate
• Make sure that any information you give is correct
• Avoid jargon
• Talk with confidence
• Get the facts and record the information
• Confirm your caller understands the information you have supplied
• Answer questions if you can or offer to find out the information

Message taking
It is vital to collect all the relevant information when you are taking messages for other people. The following checklist will help you to make sure you haven't forgotten anything.

• Who the call is for
• The date and time of the call
• Name of caller and company
• Their telephone/fax number
• Reason for the call / is the call urgent?
• A convenient time to return the call
• Your name
• Details of anything you have agreed with the caller

Handling problems and complaints
When you are handling difficult situations it is important to keep calm and not let your emotions get the better of you. In many ways a complaint is an opportunity - the chance to show you can put things right. A customer whose complaint is successfully resolved will have a strong sense of loyalty.

• Try and establish some rapport with the caller
• Use their name and recognise their importance
• Let the person explain and listen carefully
• Get all the facts and take notes
• Direct the conversation away from emotion
• Avoid defensive reactions
• Try and develop a solution giving a time frame and your actions
• Make a commitment to follow up
• Get agreement to your solution
• Thank the person for calling

Be positive
If you are in the front line of communication then it is vital that you have a positive attitude because it is clearly reflected in both your voice and in the way you behave with others. Not only will a positive approach make you feel good it will also get a positive response from others.

A well known business guru was recently asked what the three most important factors were for a business to be successful. His reply was 'Communication, Communication and Communication.'

By Therese Droste

Since you started at your company one year ago, several positions have opened up you could have easily slipped into. Instead, other internal candidates got the nod. The last person who was hired in your company (just two months ago) was even promoted.

What can you do to get noticed and prevent another opportunity from passing you by? Study these solutions to the five common myths that can hold you back from a rewarding career.

People Should Just Know I'm a Hard Worker
Being a hard worker doesn't mean you'll reap the rewards due to you. Every now and then, find a way to toot your own horn. Did you recently receive kudos for a job well done? Find a way to get your boss to acknowledge your success in the company newsletter or up on the bulletin board. Buy yourself a nice scarf, pin or tie as a reminder of that success. When people comment on the item, make sure to tell them what it represents.

My Boss Automatically Knows I Want to Move Up
Not unless he is a mind reader. Take some time to work out how you want your job to grow. Have a meeting with your boss and outline your goals. Don't leave the meeting until you have ensured your boss's support. "Will you help me?" is a key question to ask during this interview. It's flattering to your boss, but it's also an essential question, since most often you'll need your boss's support to move forward.

Are your talents being recognised? Are you in a job that is allowing your career to develop? If not, then now is the time to assess your employability, perhaps consider moving jobs and making that all important move up the career ladder. But knowing how to get the ball rolling for yourself, so that you can develop your own career plan, requires some serious thinking and careful planning and that's where leading recruitment organisation Kelly Services can help.

Know yourself
If you are to win at work then you need to understand yourself. Have a clear picture of your own strengths and weaknesses, identify what makes you successful and what doesn't and try and ensure that your job is one that plays to your strengths. We all have weaknesses and if you have something which you feel might hold you back then stop worrying about it and take some action. There are very few difficulties that can't be overcome one way or another.

Set your goals
Everyone needs to have goals in life both professional and personal. If you want to achieve them you need to set some measurements for yourself on a weekly, monthly or yearly basis. If you don't know what you want then you'll never know when you have got it.

Update your skills
Make sure you are getting the right training at work to enable you to do your job effectively. If you aren't then make your Personnel Manager aware of why you need certain training and be enthusiastic about wanting it. If the training is not offered in-house then find out who runs the course you want, where you can do it, when and how much it will cost. Outside of your workplace you can enhance your inter-personal skills with activities such as competitive sport which is brilliant for team building or perhaps acting which is a big confidence booster for many people.

Commitment
Everyone talks about commitment these days but it is absolutely crucial that you believe in the organisation you work for and respect the senior management who are leading it. You have to be in tune with the company philosophy, understand the company strategy, its direction - know where it is that the company is going and make sure that you are on the same train going in the same direction. Without this sense of commitment you lose something in terms of motivation and enthusiasm for the job.

Make your voice heard
There is a real difference between making your voice heard, i.e. being assertive, and being aggressive. Don't be too pushy and alienate yourself from other people particularly your peer group because their support and respect for you is vital if you want to get on. Develop the art of timing, of presenting your ideas and views logically, of making sure that they will work and of being receptive to other people's ideas.

Take responsibility
Being able to take responsibility and to take the consequences of that responsibility is absolutely crucial. As companies move towards a flat management structure it has two main consequences. First, more junior jobs are becoming more responsible and more interesting but this greater level of empowerment for individuals also means that you have to be able to cope with increased pressure both physical and mental. It may be that suddenly you find yourself reporting to a Board Director with no-one in between which can be difficult. It may require some changes in the way you operate but it's not impossible.

Flexibility
As you become more senior in your career it is likely that you will not be working a 9-5 routine, and that you may have to travel, stay away from home and plan your own schedule. Companies need to see that you are prepared to be flexible to do the job that needs doing wherever it needs doing. A critical factor here is having a partner who is empathetic to the requirements of your job, who understands how important it is for you to be able to develop your career and who gives you support at home.

Networking
The importance of networking both within your own organisation and outside cannot be under-estimated. Internally it is important that you are respected and seen as being helpful to your peer group and it also helps if you are liked. Try and be the sort of person that other people like to bounce ideas off or ask advice from - be prepared to put yourself out for others. Outside the office you should be developing contacts with other like minded people so that you can provide mutual help for one another. If you want to get on in your career then getting to know the right people can help you to get ahead.

Mentoring
The value of having a mentor at work provides an ideal environment for positive career development. Ideally at a more senior level your mentor should be someone you respect, who doesn't have any direct line responsibility for you and who represents good working practices. It is with your mentor that you can discuss difficulties about your job, the people you work with etc. without any fear of repercussion. Your mentor will also be able to give you an objective view of situations and provide helpful advice. Whilst you may be looking for a mentor it is also worth remembering that you could perhaps fulfil that role for someone else.

Taking risks
Taking risks is never easy but at some point in your career you will have to do so. It may be taking on a new job in a different area, it may be putting yourself forward for a more senior position or it may even be giving up your job and studying for qualifications which you believe will open new doors. Whatever it is, weigh up seriously all the pros and cons before you make your decision so that when you do take risks they are calculated ones and you are aware of the consequences. But at the end of the day, particularly where work is concerned, there is often an element of 'nothing ventured - nothing gained'.

Office politics
There are office politics in all organisations, but it is probably true that the larger the company the more chance there is that office politics assume a greater importance. There are two factors here which are really important. First you need to have someone at the head of the company that does not take part in office politics and basically who disregards them. Secondly, you need to develop a fairly thick skin so that you don't take every rumour and bit of gossip personally. Try and avoid office politics, it is a dangerous game which takes people's focus away from the job they are doing and often creates a whole host of problems for them.

Work Smarter
Don't fall into the trap of trying to be the person who works the longest hours. Concentrate on delivering results and making sure those results are the best you can achieve. Be confident of your own success and other people will have confidence in you.

Being a winner
So what does being a winner take? Certainly commitment, enthusiasm, determination to make things happen, ambition and a real drive for responsibility. It takes all of that plus the right attitude and being in the right place at the right time. Even if you are not looking to move now, you need to be monitoring what is happening in your marketplace. You need to be managing your own career getting yourself ready for your next move rather than waiting to see what might or might not happen

By Barbara Reinhold
Monster Contributing Writer

"I've got to get out of here -- this job is killing me!" Or, "I've got to get out of here -- this kind of work is killing me." What's the difference? There's a tremendous difference between job searching in a field in which you have experience, and eyeing a completely new career track.

Wanting to escape a field altogether is not unusual. The bad news is that changing fields is usually about 500 times more difficult than finding a new job in the same field. The good news, though, is that changing fields is exciting, invigorating and possible -- if you strategize and plan your marketing campaign carefully.

But before you leap, be sure you want to switch fields. You'll know that changing fields is right for you if you've taken these 10 action steps characteristic of successful career changers.

• You've read enough to know that your interests and talents would work in the new field.
• Comments from people working in that field have convinced you you'd be happy there
• You already have most of the skills needed, even if some of the buzzwords and knowledge areas are a little unfamiliar.
• You've researched the field and relevant organizations on the Web and like what you see.
• You have contacts in the field who are willing to introduce you to people at various organizations.
• You've gained an inside look at the career field from magazines and newsletters.
• Your family is supportive of the move -- or at least not likely to sabotage your efforts.
• You've told others who know you, your talents and your limitations -- and they approve.
• You've dug deep enough to know the pros and cons of this field, and you still want to take the plunge.
• The experiences, satisfactions and lifestyle connected with this new kind of work suit your goals. In other words, you're going toward something rather than running away from your current work.

How Did You Do?

Ten: You're on your way and bound for success!

Less than 10: Perhaps you're thinking of a career change without doing the necessary self-assessment work. Go back over the list and choose a step to work on. When you've accomplished that one, move on to another.

Changing careers can be great fun. Just be sure to create a good road map based on the steps outlined above.

By Michael Chaffers
Negotiation Coach, Monster.com

Q. What is the best way to handle employers who ask for your current salary?

What some Monster jobseekers say:

"I feel they use this against you when making an offer."

"I always just give them a range I am making and a range I am seeking. I also make it explicitly and irrefutably clear that 'I am certainly not seeking a position that pays my current salary.' "

"I think expecting an employer to make you an offer without knowing your expectations is unrealistic. After all, they're not going to offer you €20K over the market, so why not be open about the money thing? It goes both ways, as well. I ask them what they are expecting to pay. If they aren't open about that, I go looking for another."

Negotiation Coach's Answer:

Start with why the employer wants the information. In most cases, the employer really wants to know your general salary expectations, so he or she knows whether there is a possibility of a fit. In some cases, the employer wants this information to determine what to offer you (assuming he'll give you an increase on what you are making, he wants to know if you are in the low, middle or high end of the range). Having gotten that information, you can provide your current salary with the caveat that you are seeking more, or provide a range for what you are earning (depending on raises, bonuses and the like). In any event, the employer can usually obtain this information through other means, so it does little good to avoid the question.

Q. How do you negotiate for a job that pays less -- I want to relocate to a region where salaries are lower, but I cannot convince potential employers that I am serious.

What some Monster jobseekers say:

"If you really want that job, why not lie about the pay. Most people lie about their situation in the reverse."

The Negotiation Coach says:

It must be tempting to lie, either about what you are currently making or why you want to move. But the consequences are pretty dire should you get caught. For that reason, I advise taking a more open and honest approach. Be up-front about all of your reasons for moving (e.g. better place to live, closer to family, greater chance for promotion) and that you accept the fact that you will earn less. If you have plausible reasons for relocating and your skills are valuable, you will most likely find an employer happy to take you. Be prepared to address other concerns they might have -- e.g., they may fear that you will soon leave to take a higher-paying job in the same region or change your mind and relocate.

Q: Can you negotiate for extras -- like having health insurance start immediately or taking a short holiday just after starting -- without jeopardising getting an offer?

What some Monster jobseekers say:

"Absolutely! Everything is negotiable."

"You would be better off waiting to see what they offer before making up a list of other things you want. You would also do better if, rather than hit them with a need for a couple of days off right after you start work, just negotiate one week later as a starting day and do your holidaying beforehand."

Negotiation Coach's Answer:

My operating assumption in every negotiation is that you can ask for anything, as long as you do it in a reasonable manner. If you have legitimate reasons for negotiating a change in those "extras" -- such as your family needs insurance coverage right away or you need holiday time to help your children adjust to a new environment -- put them on the table. You will likely have even more success if you frame the issue as a joint problem that you would like their help in solving. Almost every employer will listen to you and try to be helpful, even if he or she doesn't agree to give you exactly what you ask. Finally, if an employer is so ruthless as to rescind a job offer because you wanted to negotiate low-cost benefits, imagine what kind of a place it must be to work at.

Q: How can you effectively negotiate unnecessary benefits into your base salary (besides just outright saying "I want X instead of your health insurance plan")? Are most employers willing to negotiate salary for their savings?

What some Monster jobseekers say:

"Some employer benefit plans have an 'opt-out' provision where you can decline coverage. If there is no such provision, the employer may not really be saving money if you retain coverage from another plan."

Negotiation Coach's Answer:

It is certainly worth asking the company to share, or give you, any savings it receives. Even if there are no monetary savings, if you are creative, you can seek additional compensation in exchange (i.e. more holidays or a better package of benefits). This is a situation in which some preparation will help you find out if there are savings (you can ask human resource departments at similar companies) and if it is common for this employer -- or its competitors -- to share them.

Q: How do you negotiate a better salary when during the first interview they tell you what they are budgeted for and you want a better salary?

Negotiation Coach's Answer:

The company's budget, while a realistic constraint you have to deal with, is an arbitrary figure that has little to do with the amount you ought to be paid. So, assuming you have a salary figure (or range) that you feel is appropriate, you should not let the budget stop you. One way around the budget is to ask if part of your compensation can be counted against next year's budget (hopefully, you can be paid now -- if you have to wait, it makes sense to receive an additional amount). Similarly, you could see if the extra amount can be paid out of a different pot of money this year -- perhaps there are separate budgets for fixed salaries and for bonuses or raises. You can also seek greater compensation that does not count in the budget, such as stock options, benefits, company paid training, a promise for more rapid promotion, etc. Finally, you always have the option of turning down the job and looking for a place that will pay you what you feel you are worth.

By Koon Mei Ching

"We'd like to make you an offer." Boy, words just don't get any sweeter when you're hanging out to dry without a job. In this current market swinging on a downturn, many professionals may be freshly laid-off, or have been suffering that same fate for a while now. In any case, when your bills need attention and prevailing obligations abound, getting employment is all that counts, isn't it? Maybe, maybe not.

You want me? You got me.

Congratulations! You've just been offered a job you've been waiting for. Only catch: cut your expected salary in half, relocate to another city on your own account and, oh, forget about taking that family vacation for at least a year of hard labour.

The process of accepting an offer of employment is often trickier than expected in real life. While that glorious phone call may seem like a godsend most of the time, the question really is, do I accept this offer now or wait for other replies from employers I prefer to consider? To alleviate the pressure of accepting the first job offer that strolls along, consider tactfully stalling for additional time to consider all your options and make the right decision.

Why stall?

For obvious reasons, accepting a job immediately rules out any hope of evaluating the offer thoroughly and precludes your ability to leverage parts of the offer by weighing contracts from other "suitors" you have not heard from yet. Hasty decisions can cost you more than you are willing to bear.

Off-the-cuff, you need to find out more about the role and evaluate the personal issues surrounding it. Is it a job with a future for your career? Is it paying a fair market rate for your skills? Where is it geographically? Can your financial status afford turning it down and waiting longer for another offer? The key is learning how to evaluate and accept the right offer and, most difficult of all, define what your bottomline requirements are in order to be happy with the offer. This may mean turning down a position that is outside of your desired parameters - even when there is no other job on the horizon.

Howard, a recent casualty of the airline industry, was laid-off a few weeks ago and has been zapping out resumes to aviation recruiters across the country and in the region. Finally, after 4 painfully quiet weeks, he gets an offer to work in another country. Did he take it? No. Even though he knew that it hundreds of other guys would have killed for the job, he chose to stall for a little time while he considered the offer in full. In the end, he discovered that paying for the relocation, moving to a place he did not fancy and accepting a 40% pay cut would not be worth it. He was willing to ride it out and wait for another employer to come a-knocking. Apparently, his wait was worth it. He got another offer from a company that was located in his ideal spot and paid 30% more than the previous offer.

The phone stall

So, now that your interest is piqued, how does one actually stall an offer? First things first, be polite. If you are on the phone with a recruiter/potential employer, change your "That sounds great! I'll take it." to a "Thank you for calling and I am certainly excited about your offer, but I would appreciate a little time to evaluate your offer. Would I be able to get back to you on my decision?" At this point, you should request for another date to get back to them (more on this below). Especially with a verbal offer, you should ask if the recruiter can provide you with a written letter of offer. This will allow you the time to thoroughly consider the terms of offer in full and assess the suitability of the employer with your personal criteria, without having to decide on the spot.

The write stuff

If you have received an email offer or a written letter in the mail, you typically respond to the recruiter with a letter. Most employers understand that you may not be ready to make a decision about accepting an offer straight away. Hence, it is permissible to request for a delay or extension to your decision deadline. Ensure that you make it known in the letter that you are very pleased to hear from them and greatly appreciate their offer of employment to you. This will keep the door open for you as they note your interest in the offer. Then you can make a simple statement that, at the present time, you are unable to commit yourself to a decision and need to consider the offer thoroughly. You do not need to inform them that you are evaluating other offers...this may come off as being arrogant and create a negative impression of yourself (even though it is the honest truth). Follow this up by a request for them to accept your decision at a certain date.

When shall we dance?

As with both the phone response and written letter, do try to negotiate a reasonable extension deadline for yourself. This allows you to evaluate other offers or possibilities. Usually, a week is okay; sometimes, maybe a little bit more time. Be fair though, in estimating how much time you might need to decide. Don't test their limits and ensure you stand by the specified deadline. It is never advisable to ask for another extension. In these cases, unless you know you are their top choice, you might as well kiss the offer goodbye.

Once the deadline hits, ensure you promptly respond to the recruiter via the telephone, email or written letter (to arrive on the date of the deadline, please) thanking them for their patience and stating your decision. Throughout it all, always be mindful that your decision affects their staffing operations and when you do decide to decline the offer, someone else who really needs the job might be anxiously waiting for a call.

Parting words

In the end, the experience of deliberating over job offers can be as much about a personal struggle to answer those philosophical questions ("What do I really want in my life? What am I worth? What kind of compromises am I willing to make to my personal/professional/social life in taking this job?") as it is about the vagaries of the job market. You may experience a good sprinkling of incredibly exciting leads and a dose of confidence-shattering moments.

Reality is, there are no perfect jobs out there - although there may be ones pretty close. Before you make a life-changing decision with regards your career, take the time to make the time in deciding. And this, my friends, is the art of stalling.



Sample letter requesting an extension:

23 Dec 2001
Sarah Lee
#01-01 Sunshine Plaza
Jalan Ampang
50430 Kuala Lumpur

En Abdullah Salleh
Technology Venture Sdn Bhd
354 Jalan Simpang
50000 Kuala Lumpur


Dear En Salleh

Thank you sincerely for your telephone call and letter dated 21 Dec 2001, offering me the position of Web Designer with Technology Venture Sdn Bhd. I am excited about the opportunity this position offers both in terms of the job scope and responsibilities.

You asked that I make a decision by next week on 28 Dec 2001. I consider this to be an important decision and as yet, I do not have all the information I need in order to make an informed decision by that date. Would it be possible for me to provide you with my decision by 1 Jan 2002? I would very much appreciate such an extension which I feel will be mutually beneficial to both of us. Should you accept my request, I assure you that I will promptly inform you of a firm decision by that deadline.

Thank you very much for your consideration of my request. I look forward to hearing from you.



Sincerely,
Sarah Lee

Managing your own career

Kelly Services' research shows that the workforce has become used to taking responsibility for career decisions and does not crave the job security of eaarlier times. Employees were asked if they were to receive the offer of a very attractive job, with the security of a contract, how long would they would they sign up for. Just over a quarter of respondents would sign up until retirement, but they were mainly aged 45 and over. The majority of under 35s, however, would only commit to one or two years, reflecting a desire to remain flexible in case a better offer comes along.

Career Mangement and development must become a responsibility. Individuals must devote time to strategicallly planning their career. Career coaches can be useful personal huides in crafting effective career development activities. In the 21st century, career management and career development can no longer be left to chance if you are to remain relevant in the workplace of tomorrow. Make career management a part of your lifestyle just like wealth and health management. Devote time periodically to review your career progress and career adjustment needed. Career wellness is increasingly becoming as important as health and financial well ness for a happy life!

When taking responsibility for your own career there are other areas like pensions, healthcare, career development, personal development and training which cannot be ignored. Financial planning is essential if you are not eligible for a company pension scheme. As you increasingly take responsibility for your career, career management and networking must become an integral part of your lifestyle. Also you may wish to consider healthcare and sickness insurance.