1. Communicate in the Workplace Report tips

2. Welcome back from your holidays everyone. This Term is very short yet very busy! We will only have 4 lessons before our final exam revision. These slides will help you complete the report from 27 September

3. Part A Establish contact with clients who call the helpdesk: This question looks at Verbal and Non Verbal communication –What verbal things do you need to be careful of when you talk to people on the phone in a helpdesk eg. Tone of voice, speaking fast, using too much technical jargon –What non-verbal things do you need to be careful of when working in a helpdesk? Can people hear you smile when you are on the phone??

4. Part A Process Information in the Helpdesk This question looks at how you would manage customer questions at an IT helpdesk. -How would you record customer problems? Eg. Write them down on paper? use Excel? or use a database? -Would you prioritise calls? Eg. High, Medium or Low Priority? -How and when would you follow up calls? Eg. 1 week after the problem was fixed. Just for Fun: Helpdesk companies use large customer databases. An example to play with is: http://www.liberum.org/external1.html http://www.liberum.org/external1.html

5. Part B Setting up the joint venture A joint venture is when 2 or more businesses have an agreement to work together For this question research Chinese cross cultural communication eg: http://www.cyborlink.com/besite/china.htm http://www.cyborlink.com/besite/china.htm Did you know it’s bad luck to drop your chopsticks? What would this mean if you were at a business lunch in China?