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This month's theme - Soft Skills and Emotional Intelligence
In this Issue |
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For Managers: Self awareness test |
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For Trainers: A model for soft skills training |
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Training in Action: Emotionally Intelligent Customer Service |
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Offer of the Month: Improve your leadership skills |
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The Light Touch: Thou shalt not kill |
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Quote of the Month: People will forget |
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| For Managers - Self Awareness Test |
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How good are your 'people' skills?
Answer the following questions by placing your score in the column to the right of the questions:
| All of the time |
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4 |
| Usually |
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3 |
| Rarely |
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2 |
| Never |
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1 |
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Does your team perform well even when you are not present? |
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Do you respond quickly and positively to requests from your team members? |
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Do you make time for small talk? |
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Do you know about the people who work for you? What makes them tick? What are their aspirations and concerns? |
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If asked would your team members agree that they receive sufficient recognition and praise for the work they do? |
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Do you challenge people appropriately when standards slip? |
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Would your team members say that you were approachable? (This means being available as well as willing!) |
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Are you a good listener? |
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Do you handle criticism positively? |
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Do you take a genuine interest in the development of your team members? |
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TOTAL |
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Score
| 35 – 40 |
Very good – you clearly have some great people skills – may be a good idea to test this on your team members!
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| 30 – 34 |
Good – keep working at becoming more effective
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| 25 – 29 |
Hopefully completing the questionnaire will help you focus on those areas where you need to improve
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| 0 - 24 |
You will clearly have to work at this one! |
Would you like to improve your Soft Skills or would you like to see your managers and supervisors improve?
Click here for information on our Soft Skills improvement courses.
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| For Trainers - A model for Soft Skills training |
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Soft Skills Model – Dealing positively with requests
Answer a question with a question
(This helps you understand the situation clearly and demonstrates that you are genuinely interested in the person’s concern or request)
Listen
(This means listening without interrupting, clarifying by asking questions and summarising to check you have understood what the person is saying)
Problem solve
(This may mean involving the employee in finding a solution)
Support
(Offer genuine support and encouragement)
Check feelings
(Check that the employee is comfortable with the decision or advice you have given)
Take action
(Make sure you do what you said you would do – keep your promises – if for any reason you are unable to keep to deadlines – communicate)
Keep your body language positive and be sincere
We will be happy to give you some ideas to help you use this model on your training courses - click here for more information.
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| Training in Action - Emotionally Intelligent Customer Service |
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By Syd Strike
I was next to be served in the coffee shop and as I approached the server she ‘looked at me’ with what I would call a half smile. I asked for a caramel latte and a pot of tea. As the server tapped the computer I saw caramel but no latte, so I quickly jumped in with “A caramel latte please” As I was speaking I saw the caramel latte appear on the screen, I smiled and in a friendly tone commented something like, that’s just like me jumping in too quickly. Another half smile from the server but no comment. She scanned my loyalty card, took payment and looked to the next customer and I realised the process is now for me to move forward where the next server would pour my drinks. During all of this activity neither server spoke to me once.
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| Please ask us About: |
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Would you like to develop your leadership team in company?
If you would like to improve your leadership skills we are offering our leadership training package (pdf) at a special price of £99 plus VAT (Normal price £150)
| Enjoy the Benefits: |
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Dozens of group activities |
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Individual work activities and assignments |
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Extensive Power Point presentation |
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Real life case studies |
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Printable materials and handouts |
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Designed for easy transfer of learning |
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All activities can be delivered using materials from your stationery cupboard or local store |
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Enough material for at least 7 days training |
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Can be used for individual self learning |
Don't miss out
Click here to place your order now |
Subject to availability
Terms and conditions apply
Offer ends 30 OCTOBER 2023 |
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People will forget
“People will forget what you said, they will forget what you did, but they will never forget how you made them feel”
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Thou shalt not kill
A teacher was discussing the Ten Commandments with her five and six year olds.
After explaining the commandment to honour thy Father and thy Mother, she asked, "Is there a commandment that teaches us how to treat our brothers and sisters?"
One little boy jumped in with an answer "Thou shall not kill." |
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IN THE NEXT ISSUE:
Delivering Powerful Presentations
How to deliver presentations
that win business, influence,
motivate and give you credibility
Syd Strike Training Solutions
Yarm House
2 Hawkridge Close
Stockton on Tees
TS17 0QS
Tel:
(01642) 760028
Email:
info@sydstrike.co.uk
Web: www.sydstrike.co.uk
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