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While “please hold” is a […] The post Beyond “Please Hold”: Mastering Effective Hold Techniques and Customer Communication appeared first on Office Skills Training. For office professionals and customer-facing teams, placing a caller on hold is often necessary, but how it’s done can make or break the customer experience.
The answer lies in how we communicate recognition. It’s not enough to acknowledge good work; we must communicate why that work matters. It’s woven into the very fabric of leadership communication, making it clear that employee contributions, whether big or small, are integral to the company’s broader goals.
Andy Merolla is a professor in the Department of Communication at the University of California, Santa Barbara. Jeffrey Hall is a professor in the Department of Communication Studies and the director of the Relationships and Technology Lab at the University of Kanas. We all inhabit unique communication ecosystems that define us.
11 minute read Being able to communicate effectively is an essential if you want to be successful, not just in work but in life. In a work context, if you’re in a management or leadership position, the stakes are even higher if you don’t communicate well. Top tip: Communicating in writing? Set yourself a word limit.
Make sure you are communicating these concepts clearly to employees, as this impacts how they conduct themselves at work and carry out their job responsibilities. Communicate to stakeholders what you are doing to maintain compliance. Communicate any policy updates to all employees so everyone is on the same page.
They want open communication channels where their feedback is valued and – here’s the important bit – where they can see meaningful changes in response to their input. In today’s workplace, technology is a critical enabler of efficiency, communication and collaboration.
Since digitization has moved rapidly for most companies, soft skills like effective communication , adaptability, and teamwork are necessary for successfully navigating the transformation. Another example is the ability to communicate effectively. The proof? A study by Grammarly estimates that businesses lose up to $1.2
The good news is that it doesnt take all that much effort to upgrade from old models, seeing as restroom designs of yesteryear communicated little-to-no concern for user experience. Surely, there must be some other way to communicate that a stall is already in use.
But what happens when the communication tools they use to build credibility start to erode it? We’re entering a new era in CEO communications, one where human messages increasingly filter through the lens of AI. The Credibility Gap is Real–and Risky AI-powered communications is an incredible asset. The result? Consistency.
This informs their communication, rapport building and relationship and conflict management. This is largely owed to: Their reliance on technology (text, IM, social media and email) as their primary means of communication for most of their life. Socially adept. Focus on becoming an active listener.
Prioritizing transparent leadership Everything boils down to good, regular communication. In the absence of communication from leadership, employees will fill in the blanks on their own and their input will usually be negative. That’s why it’s imperative for managers to maintain regular communication and a constructive dialogue.
Key elements of the EHRC resources include: Communication with staff: Cultivating a culture of zero tolerance for harassment and promoting clear reporting mechanisms. While originally designed for the hospitality sector, these resources can be tailored to suit various industries, including office-based and remote work environments.
Employee Relations Specialist – Fosters engagement and morale; handles grievances and internal communication. Benefits Administrator – Manages enrollment, life event changes, vendor communication, and employee support. This journey will be marked by more personal support and proactive communication.
This ensures that you have pre-existing communication and relationships with qualified, desirable employee prospects, rather than starting the recruiting process from scratch each time the company needs to fill a new role and address a missing skill, or when the company needs to grow rapidly.
But, communicate to them upfront that not every piece of feedback can be implemented – the company has to be realistic and focus on what’s achievable. Be prepared to acknowledge instances in which the company is falling short. Perform a SWOT analysis. Identify short- and long-term actions to address employee feedback.
By regularly measuring employee morale, organizations can make informed decisions to enhance workplace culture, improve communication, and implement strategies that promote a positive and productive work environment. Communication and Feedback How would you rate the communication between you and your supervisor?
The importance of predictability for users is one of the many reasons that evolving workplaces need to apply strong rules for good communication. Predictability and communication matter . The importance of predictability for users is one of the many reasons that evolving workplaces need to apply strong rules for good communication.
Poor leadership and communication Employees who feel undervalued or unheard are less likely to stay engaged. Improve leadership communication Managers play a critical role in employee engagement. Regular check-ins, transparent communication and active listening go a long way in making employees feel valued.
Emphasize communication: Build strong lines of communication between HR and leadership to keep goals and initiatives aligned. Foster a feedback-driven culture: Create mechanisms for employees and managers to share feedback about HR programs, ensuring that the team remains responsive to their needs.
Communication isn’t just about making yourself heard—it’s about hearing others, and that’s a lot more complex than it seems. Top-performing teams have communication down to an art, but it’s not an innate skill. While every team has a unique set of challenges, the same communication setbacks tend to arise.
Be clear in your communication. Here are some wise words from Caroline Webb, in her book How to have a good day : “…unruffled communication of boundaries is powerful because people’s brains treat ambiguity and uncertainty as a threat. If it helps, plan what you want to say when setting a boundary. Liu, Y., & Headrick, L.
The strategy involves clear communication, setting expectations, and providing guidance and support to help employees learn, correct themselves, and align with organizational standards. The supervisor should further communicate the nature of the problem and how it violates company policies.
To maximize the benefits of working with a corporate wellness consultant, it's crucial to clearly define goals, foster open communication, continuously evaluate performance, and ensure the consultant's strategies align with the company's culture and employee needs. Discover more tips for working with an employee benefits broker!
The increasing uptake of hybrid working could be encouraging workers to respond to work requests and communication as if they are ‘always on’, according to a Censuswide survey commissioned by Moneypenny of over 2,000 general UK consumers. Of these workers, 13 percent said they’ve received work-related comms at any time of night or day.
Pros Increases trust and morale among employees Attracts more qualified candidates Can improve talent retention Allows employees to understand pay evaluation criteria and how to grow compensation Fosters open communication around pay philosophy All this adds up to a better overall employee experience.
Well-being Prioritize mental, physical, and social wellbeing to reduce stress and promote positivity. Natural light, outdoor space, relaxation rooms and greenery, are now expectations.
As examples, your values may include: Respect Integrity Servant leadership Empathy Accountability Continuous improvement Whatever your ideals are, communicate these to your workforce and let every action you take be aligned with your mission and vision and rooted in at least one value.
We’ll then discuss the critical elements of an impactful return-to-work program, including clear communication, lasting incentives, and technology implementation. Improved communication and mentorship In-person work conversations are more nuanced and lead to better understanding, especially for training on complex issues.
Front-line management plays a vital role in channeling communication between upper-level management and employees, executing strategic objectives and implementing organizational policies, thereby contributing substantially to the overall success of the business.
These plans offer flexibility through their reconfiguration ability, encourage communication and collaboration through the removal of physical barriers and enable diverse work zones to meet evolving employee needs. Open floor plans, modular furniture and multi-purpose spaces are essential components of this adaptable design approach.
Sling : A robust scheduling and communication tool designed to streamline employee shift management for businesses of all sizes. Connecteam : An all-in-one platform for deskless teams, combining scheduling, communication, and task management in one app. Offers excellent communication tools built into the platform.
This cutting-edge workspace, designed by Adze Designs, caters to a team of 35-40 professionals in the internal communication industry, offering a unique environment that reflects the company’s expertise in design and communication.
Existing technologies like smartwatches and wellness rings will communicate with room sensors for real-time adjustments in lighting, temperature, and other environmental conditions.
Professionalism in email communication is important, says Dr. Laurie Cure, CEO of Innovative Connections , an executive coaching and HR consultant. Ultimately, we want our communication to reflect who we are, but more importantly, we want people to hear what we are saying,” she says. Spoiler: they usually don’t.)
Or creating a scorecard that communicates the team’s results and impact. Communicate Strategy Up, Down, and Across Once you’ve clarified what’s changing, don’t stop there. You need to communicate in all directions: Upward: Keep senior leaders informed about what’s working, what’s not, and what support you need. Trust is low.
The concept of a creator surrounded by a community became a powerful framework, emphasizing ongoing communication, connection and a sustained relationship. a more fluid, collaborative, and purpose-driven community. An organization’s workspace can be the biggest opportunity to communicate their purpose spatially and visually.
It’s all selling – it’s just that the audience, their needs and how you communicate with these groups differ. Keep engaging and communicating during tough times. It’s your guidepost, governing all your actions and communications. The employer brand is what attracts and retains employees for the long term.
A well-structured cross-functional team can: Improve communication across departments by creating direct lines of collaboration. Use tools like virtual tools to facilitate communication and project tracking. As you scale your workforce, focus on clear objectives, thoughtful team composition and fostering open communication.
Bridging this gap between identity and reputation requires thoughtful communication and a focus on actionable insights, but if theres a score you or your candidate dont fully understand, its better to focus on a score that provides more meaningful insights rather than dwelling on one that doesnt. I noticed youve become quiet.).
Higher productivity , no communication gaps, and a noticeable shift in morale. We stay connected through Microsoft Teams, and Friday has organically become a day when people share weekly wins in our channels—keeping communication flowing while still honoring deep work time. The result? Lead by example.
Challenges of aligning HR initiatives with business objectives Communication barriers: Overcoming communication barriers between HR and business units requires proactive efforts to foster understanding and collaboration.
Leading by example can include setting expectations for work-life balance, establishing appropriate work boundaries, fostering workplace camaraderie, and using communication best practices. Communicate courteously: Actively listening, being open and honest, and using empathy are communication skills that support a kind culture.
Fine-tuned communication skills Seniors often possess great communication skills honed through years of interpersonal interactions and professional collaborations. In an era where effective communication is paramount to organizational success, seniors can play a helping role in fostering cohesive teams and driving positive outcomes.
Some examples of rule-bender language include develops creative and innovative solutions to problems, communicates in a tactical and persuasive manner and thinks outside the box. A firm can benefit from a salesperson who is persuasive, who thinks outside the box and who is results-oriented.
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