Archive for August, 2008

Email Guidelines

Wednesday, August 27th, 2008

Here are some basic email etiquette tips that should be covered in most basic training courses.

Always use the subject line. There is nothing worse than an email that is important but has no subject line - it makes it hard to find if at a later date.

Only send an email to those who need the email. It is all too easy to CC in various different people with email. You wouldn’t call all the people you CC in, so there is no need to CC them all in, it will only make them ignore emails from you, and that could cause problems at a later date.

Always check to make sure you have included any attachments that you said you were going to. There is nothing worse than sending an email, then having to sheepishly send another email with the correct documents attached.

Make sure the email has a point. Sending out generic emails that do not have a clear message are not worth the time they were spent writing them. Do not send emails out for the sake of sending emails, but make sure that all emails that are sent are relevant and help to achieve your job.

Sales Self Evaluation

Tuesday, August 26th, 2008

Sales staff needs to be constantly evaluating themselves to see where they can improve. However, quite often, these sales staff need to be taught how to self evaluate, and how to improve on their evaluation next time. People can always improve, so there is no reason why they should not be taught the best ways to work on improving themselves.

Self assessment should be done whenever anything major occurs. Be it a sales call, a presentation, a pitch or even a sale. The sales person needs to be totally honest with themselves, and rate it on a scale of one to ten. They then need to work out what they need to do to get it one point better. Then next time they carry out the same task, they need to rank themselves again and see if they have managed to improve their ranking, if so they then need to look at other areas they could improve on, and so on. The most important part of this is that the sales staff must be 100% honest with themselves – there is no reason to lie about how they think they did, as it will not help them to improve.

Closing The Sale

Monday, August 25th, 2008

One part of sales that can be neglected in training is the closing of the sale. What is the point in a salesperson putting in a lot of effort and work, only for them to be unable to turn all that good work into a sale?

Here are a few areas to look at:

Closing when the seller wants to buy

All too often, salespeople try to close the sale at the wrong time - it is important to see how the customer is reacting to what you are saying. The best time to close the sale is usually near the end of the sale, but it could be near the beginning, with all the client then requiring is assurances and more information, having already bought into whatever is being sold.

Asking for the order

A lot of the time in sales, at no point does the salesperson ask for the order from the customer. If the customer is not asked, then it is unlikely that they are going to buy anything. It is important that salespeople know that they need to ask for the order and not be afraid to ask for it several times, as just because the customerå says no, it doesn’t mean they won’t change their mind.

Tackling Staff Absenteeism With Training

Monday, August 25th, 2008

Staff absenteeism can be a major issue at any company. However, it is possible to reduce both the impact and the amount of absenteeism by providing training to everyone involved, both managers and staff.

Make sure that staff know and understand how they can raise any issues and problems they have. This can hep to cut down n absences due to problems at work. The more that people understand about and use the support that is there, the better for everyone.

Managers need to be able to communicate with staff and get them to discuss any problems that they may have. They need to be able to spot when staff may have problems, and help to solve any problems before they result in absenteeism.

Look at providing things such as stop smoking clinics and personal training sessions - these can help staff to improve their well being, which in turn will result in less absences from work.

It is important that everyone keeps in communication during any absence - if an employee is off for more than a day or two, it is important that regular communication occurs. this helps the employee to feel more important, while also making sure that everyone is fully up-to date on the absence.

Team Building - Training A Team

Sunday, August 24th, 2008

Team building should play an important part in any departments training schedule. It can help an entire team to improve their soft skills, while at the same time helping to build bonds between different members of the team and helps the whole team to understand each other more.

There are many different ways that team building can be approached, but it is important to remember that the most important thing is that whatever is done it must help to build the team (hence why it is called team building). Team building exercises must be interesting and get the whole team involved. They can’t be impossible to do, or to easy, but must test the team in different ways. The team must enjoy the team building exercises and the exercises should test a wide range of soft skills and offer ways to help people to improve these skills.

Team building doesn’t have to be expensive or an all day thing. It must engage the team and help them to improve both themselves and the team as a whole. Team building exercises should help to improve the morale, motivation, confidence and effectiveness of the team.

Induction Training

Sunday, August 24th, 2008

A lot of money will have gone into recruiting the new staff, so it is important that you do as much as possible to make sure that they stay a part of the company. Induction training plays an important part in this, as a good induction training session could be the difference between staff leaving after a month or two or becoming a full part of the company.

Here are a few things you can do to make induction training more interesting for the new staff involved:

  • Start with the welcome - make it warm and encouraging.
  • Find out what they are expecting from the job.
  • Explain how everything works, even if it seems obvious.
  • Don’t do anything that puts new staff on the sport - they are nervous enough; they don’t need extra pressure on the first day.
  • Make them want to find out more about the company.
  • Don’t hide the flaws and problems in the company - they will come across them, so you may as well prepare them first.
  • Make sure you have covered all their worries.
  • Explain to them the ethos and ethics of the company – don’t let them find these out for themselves.
  • Try to make them feel as connected and as much a part of the company as possible.

Training Soft Skills

Sunday, August 24th, 2008

Soft skills can be the most important things that any member of staff can work on and improve. There are a wide range of soft skills, and the most important thing is that they are all transferable from one job to another. Soft skills are not technical skills, but instead are the skills you need for any job. For example, communication skills are relevant no matter what job you are in, whereas expertise in Microsoft Excel is only relevant for some jobs.

Training soft skills can be easier than training more technical skills, as they can be easier to explain and understand, as well as can be taught to wider range of people at once, as they are applicable across a wide range of jobs and roles. You should never neglect soft skill training.

While managers should have good soft skills, it is important for these to be improved on at all times, as soft skills are something that should be worked n constantly to continue the improvement of the manager. As well as this, managers can also help with the training of the soft skills of those that they manage, which means that they need to understand soft skills, and how good their own soft skills are.

Learning About Stakeholders

Sunday, August 24th, 2008

Stakeholders can cause major problems if not managed properly. However it has to be said that stakeholder is one of those words that everyone uses, but not everyone understands. In the broadest sense, a stakeholder is everyone who has some sort of interest in you and the project you are working on. This can vary from the people who are going to be buying the project or services to the manager of the product to the people funding the project, to everyone involved in the project. So you can see what the issue is - it isn’t always clear who the stakeholders are, which obviously can cause problems.

Training people to deal with stakeholders can be difficult, especially if no one is entirely sure who the stakeholders are. The answer to this, while it may be a bit more difficult in the short term is to treat everyone involved in the project as a stakeholder. While this can create more work to being with, it means that everyone involved in the project will look upon it a lot more favorably as everyone will be happy to deal with you, meaning that you will have more help for the project than you might otherwise have.

A Few Customer Service Rules

Sunday, August 24th, 2008

Good customer service training is essential if a company is to have good relationships with their clients. However, there are a few rules that should always be followed – they may seem simple, but it is important that everyone involved in customer service knows and follows them.

  • Listen carefully and make notes on any problems.
  • Repeat back what you have heard, so that people know that you are listening.
  • Avoid getting defensive – it must be remembered that the client is angry at the company, not at you personally.
  • Try and have real conversations rather than just following the various scripts at your disposal.
  • Acknowledge how the customer feels and let them know that you understand how they feel.

These are all basic things, but the whole idea of customer service is that it is a two way communication. You have to communicate to the client as much as they have to communicate with you. The more those customer services provide relationships with clients rather than just being a last port of call for an angry client, the happier the clients will be and the more likely they will be to recommend the company and look at purchasing more products or services from the company.

Bullying In The Workplace

Saturday, August 23rd, 2008

One of many problems in the workplace is staff bullying. It can cause many problems in a company, it can affect morale, and can even end up with the company losing valuable staff. It is important to promote an anti bullying ethos throughout the entire company, making sure that everyone understands what workplace bullying is, and how they can stop it.

Workplace bullying takes two main forms.

Purposeful Bullying

This is where bullying is done on purpose. Someone has an issue with someone else, and makes that other person’s life miserable. It can be caused by any of hundreds of reasons, but when it does occur it must be stopped as soon as possible. There is no excuse for it. Staff need to know who to talk to if they feel that they are being bullied.

Accidental Bullying

This is where the bullying is not done on purpose, and may not even be seen as bullying by the other person involved. If someone is taking advantage of you, allocating you work that you feel you shouldn’t have to do, they may not see it as bullying, but as delegating or something else of the kind. It is important that boundaries are set, so that they know what is and isn’t allowed as far as work allocation etc is concerned.