Transcript Understanding Contact Center Basics - iecep

RELEVANCE OF
COMMUNICATION SKILLS FOR
TODAY’S ENGINEERS
Engr Michaelyn M Ledda
Training Manager, Convergys
“THE PERSON WHO HAS TECHNICAL
KNOWLEDGE PLUS THE ABILITY TO
EXPRESS IDEAS, TO ASSUME
LEADERSHIP, AND TO AROUSE
ENTHUSIASM AMONG PEOPLE – THAT
PERSON IS HEADED FOR HIGHER
EARNING POWER.”
- DALE
CARNEGIE
OBJECTIVES
- Learn workplace scenarios where
communication skills are critically
relevant
- Learn
steps
to
improve
communication skills for student
and employee participants
SCENARIO 1:
APPLICATION OF
SKILLS IN THE
EMPLOYEE LIFE
CYCLE
CRITICAL CONSIDERATIONS
- Company background
- Workplace culture
- Company location
- Your own brand
- Contributions to the role applied for
SCENARIO 2:
USING LIFE
CYCLE AS A
HIRING
MANAGER
CRITICAL CONSIDERATIONS
- Self-awareness (application of scenario
1)
- Facilitation skills
- Emotional intelligence
- Feedback and coaching skills
- Proficiency in economics
SCENARIO 3:
YOUR ROLE IN THE SUPPLY
CHAIN
CRITICAL CONSIDERATIONS
- Cross-cultural awareness
- Minimal use of department-specific
jargon during presentation
- Revenue-driven
initiatives
philosophy
on
WHAT CAN I DO TODAY?
- Increase exposure to reporting and
presentation activities
- Review
feedback
from
peers,
supervisors, audience, etc.
- Attend training focusing on developing
communication skills
- Read literature relevant to the topic
What questions do
you have?