Communication Skills at workplace

What are the important points needed to be taken when you take a message? (More than one answer)

• Caller's name

• Receiver's name

• Phone number

• Address

• Message

As a receptionist at your workplace, which one is the MOST APPROPRIATE way to receive a call?

• Hi, ABC Sdn. Bhd. May I help you?

• Good morning. I'm Anita from ABC Sdn. Bhd. May I help you?

• Good morning. I'm Anita from ABC Sdn. Bhd. May I speak to Miss Ain.

• Hello there. Anything that I can help with?

May I leave a message?

What is THE MOST APPROPRIATE response to this request?

• Yes, of course. You have 2 minutes only.

• I'll think about it.

• No, I don't have time right now.

• Yes, sure. I'll pass the message.

You need to discuss about your assignment with your classmate. What are the appropriate ways to arrange appointment? (More than one answer)

• Are you available tomorrow at 4 pm to discuss our assignment?

• Can we meet to talk about our assignment?

• I'm sorry, I'm not available tomorrow.

• You need to be at the library tomorrow at 4 pm to discuss our assignment.

Below are the appropriate reasons to cancel or change appointment EXCEPT

• Something came up urgently.

• Health problem.

• Not in the mood.

• Redundant schedule.

I'm sorry Sir. That should never have happened.

The statement above shows

• Empathy

• Sympathy

• Making Excuse

• Promising action

Below are ways to respond to a complaint EXCEPT

• Listen carefully

• Thank the customer

• Sympathize with the customer

• Apologize sincerely