2. Welcome Mrs. Elaine Banda – OSHA – Dept. of Labor

3. Employability Skills

4. Employee of Week Presentations Employability Skills Quiz #1- Grade in Class

5. Soft Skills

6. Why people get fired 

7. Exploring Employability Skills on the Internet

8. Joy Hartlieb and Warren Petrasek – Dept. of Labor

9. Finish up on Top 10 Reasons Why People Get Fired

10. Telephone Etiquette – Dealing with difficult customers

11. Stamp Grade Greetings

12. Finish Telephone Etiquette

13. Listening carefully Empathizing Finding a Solution

14. Difficult to sense body language

15. How could I effectively deal with this customer?

16. What are the signs of an angry caller

17. Mild Agitated Damaging Customer explains the problem Customer Attacks the person / organization Customer Threatens

18. Allow caller to let off steam Listen, empathize and find a solution Easiest stage in which to prevent further anger Allow caller to let off steam Listen, empathize and find a solution Easiest stage in which to prevent further anger

19. Continually offer options: keep customer involved in the solution process Involve a supervisor if necessary Avoid putting caller on hold: this tends to intensify their anger

20. Take it professionally, not personally Do not accept abusive language

22. Character Counts… Internet Exploration

23. Introduction to Fred Factor

24. 5 Stars of Successful Service

25. 5 Star Successful Service

27. Wrap up 5 Stars of Successful Service