Isitayela sefoni yebhizinisi

Ukuphila kwanamuhla akukwazi ukucabanga ngaphandle kwefoni. Waqala ukungena ngokuqinile emabhizinisini ethu nakwebuntu, futhi naphezu kokuthuthukiswa kokuxhumana nge-intanethi, ngeke kuzinikezele isikhundla. Ukuxhumana ngocingo kubaluleke kakhulu emisebenzini yezinkampani, amafemu nezinhlangano ngezindlela ezihlukahlukene, njengoba inikeza ukushintshaniswa okuqhubekayo kolwazi kungakhathaliseki ukuthi ibanga lini. Ungasho ukuthi inombolo enkulu yezinkinga ixazululwa ngocingo ngokushesha futhi ngaphandle kwezindleko ezengeziwe (i-imeyili, ukuthutha, njll). Kulinganiselwa ukuthi ngokwesilinganiso amaphesenti angu-4 kuya kwangu-25 okusebenza asetshenziselwa izingxoxo zebhizinisi kanye namaphesenti angu-90 lapho ifoni iyithuluzi lokusebenza unomphela.

Indlela yokwenza ukuxhumana efonini kuphumelele futhi kujabulise? Ngenxa yalokhu, kunezimiso zomthetho wocingo okuhloswe ngazo ukwenza lula ukusebenzisana nabalingani kanye namakhasimende, ukusungula nokugcina izibopho zebhizinisi, ukumelwa okusemandleni, ukudala isithombe nokugcina idumela lenkampani. Abasebenzi abanamabhizinisi abasebenzisa i-etiquette bachitha isikhathi esincane kakhulu izingxoxo zocingo, okuyinto, ngokwemvelo, ezithinta kahle umsebenzi wonke.

Umbuzo: "Ungakwazi yini ukukhuluma efonini?" - umuntu ngamunye uzophendula ngokuzethemba. Ukukhuluma efonini kuvamile kangangokuthi ngezinye izikhathi asicabangi "ngokuthi izwi lethu lizophendula kanjani."

Imbono yenkampani isivele isakhiwe emaminithini okuqala wengxoxo futhi inquma kakhulu ubuhlobo obuseduze neklayenti. Kusukela kunikezwe iklayenti, kuxhomeke ekukhiqizeni ukuthi ingxoxo izoba kanjani futhi ngabe ngeke ibe ngowokugcina. Kukhona iphethini elithakazelisayo: umbono omubi womuntu utshela abantu abaningi kunokuba omuhle. Ngakho-ke, kuyadingeka ukuthi sikwazi ukukhiqiza nokugcina umqondo omuhle, ngoba ukungahloniphi nokungabi nzuzo kungasheshe kuhlukaniswe iklayenti.

Ngisho negama elilodwa ngezinye izikhathi lanele ngokwanele ukushintsha isimo sengqondo kwenkampani engeyona engcono. Ngakho-ke, kubaluleke kakhulu ukuthi amakhasimende akho angaba nomfanekiso omuhle wenkampani, unesifiso sokusebenza nawe. Kule ndima enkulu idlalwe yikhono labasebenzi, intshisekelo yabo kanye nekhono lokuletha ulwazi.

Ukungakwazi kwabasebenzi ukuqhuba kahle izingxoxo zebhizinisi, ngokuhamba kwesikhathi, kubiza kakhulu. Lokhu kubonakala ekulahlekelweni kokuzethemba enkampanini, amathuba amabhizinisi angabanjwanga namathemba.


Imithetho eyisisekelo yomthetho wocingo.


Njengoba kungekho ukubonisana okubonwayo lapho ukhuluma efonini, izici ezicacile zidlalwa yizici ezinjenge-intonation, isikhathi sokuma isikhashana, isivinini senkulumo, njll. Izazi zengqondo zithi, futhi lokhu akusebenzi nje kuphela ucingo, kodwa nokuxhumana komuntu siqu, ukuthi umphumela wengxoxo unqunywe yi-90% hhayi "ukuthi" kusho, kodwa "kanjani." Vumelana ukuthi nge-interlocutor enenjabulo, enamandla, ethwala "ukushaja" okuhle ukujabulisa kakhulu kunokuthakazelisa nokungathandeki. Wonke umuntu ufuna ukuzwa ukuthi ukubiza kwakhe kuyingqayizivele, ngakho kungani kumnciphisa lokhu kujabulisa? Ukubusa - "ukukhuluma nabantu njengoba ufuna ukuthi bakhulume nawe" kusiza kakhulu umsebenzi.

Uma ucingo lwenziwa ehhovisi, i-handset kufanele iphakanyiswe kwibell yesithathu noma yesine. Khona-ke udinga ukusho ukubingelela, igama igama lakho bese uzethula. Kungcono ukusebenzisa uhlobo olufanayo lokubingelelana: okokuqala - luqinile, futhi okwesibili - inkampani ithola ubuso, isitayela sayo. Kunalokho: "Ngingakusiza yini?" kungcono ukuthi: "Ngingakusiza kanjani?" Awukwazi ukubuza umbuzo: "Ngubani lo?" noma "Ubani ocela kuye?", kungcono nakakhulu ukuthi: "Ngingathola ukuthi ubani okhulumayo?" noma "Ngicela ungitshele ukuthi ubani okhulumayo?"

Ngesikhathi sengxoxo kudingeka ulandele ngokucophelela ukuphoqelela. Amagama kufanele akhulume ngokucacile nangokucacile ukuze agweme ukulungiswa kabusha. Ukuqaphela ikakhulukazi kuyadingeka ngamagama, izihloko nezinombolo.

Ingxoxo kufanele iqhutshwe ngethoni enomusa, ezolile, hhayi ngokushesha, kodwa hhayi kancane kancane. Cabanga ngezinga lobuchwepheshe le-interlocutor. Buka logiji lwezitatimende zakho, uphikisane, kodwa ngaphandle kokunganaki nokuhlukunyezwa.

Ukuze ugweme ukuchitha isikhathi okungadingekile, ikholi yebhizinisi ilungele kusengaphambili. Konke okungadingeka ngesikhathi yengxoxo, udinga ukuqhubeka. Kuyinto efiselekayo ukwenza uhlu lwemibuzo ukuthi ungaphuthelwa okuthile okubalulekile futhi ungadala izinyathelo ezingadingekile. Ngokuqinisekile, wonke umuntu kwakungadingeki "axhome" emgqeni ngenkathi umxhumanisi efuna amadokhumenti noma into efanele.

Ekupheleni kwengxoxo, kudingeka uqiniseke ukuthi uye waqonda kahle ulwazi. Uma ubuzwa ukuthi unike okuthile kumuntu wesithathu, zama ukungazikhohlwa ngakho, ukubhala phansi isicelo ngaphambi kwesikhathi.

Izwi linikeza isimo sengqondo esithinteke ngokuphelele yi-interlocutor. Ngakho-ke, udinga ukulawula imizwelo. Akuvumelekile ukushintsha ukucasuka kwakho, ukukhathala noma isimo sengqondo esibi kumxhumanisi. I-intonation ithonywe ngisho nokuthunyelwa lapho umuntu ekhuluma khona. Futhi uma ulele esihlalweni sobukhosi, ungaqiniseka ngesandla sakho samahhala ngenkathi ushiya umagazini, umxhumanisi uzozizwa.

Izinkampani eziningi zifake i-mini-PBX. Ngesikhathi sokushintshela, udinga ukwazisa obhalisile ukuthi umnyango noma umsebenzi ushintshiwe. Phakathi nengxoxo, qinisekisa ukuthi iklayenti ayitholi ulwazi olungenzelwe yona. Lokhu kwenzeka lapho umsebenzi efaka ithubhu ngesandla sakhe ukuze acacise imininingwane yabalingani bakhe. Kungaba ngcono ukusebenzisa inkinobho "yisimungulu", ehlonyelwe wonke amadivaysi anamuhla, uma-ke, iklayenti ilungele ukulinda.

Ngokuvamile lapho kuphakama izinkinga, ungazwa imishwana efana nalokhu: "Angizange ngikwenze", "akuyona iphutha lami," "Angazi." Izitatimende ezinjalo zimelela inkampani ekukhanyeni okungalungile. Umklayenti angase abe nombuzo onengqondo kakhulu: benzani laba nkampani? Kunoma yikuphi, musa ukunikeza ngokushesha impendulo engalungile. Igama elithi "cha" liyinkimbinkimbi ikhambi elihle le nkinga. Isifiso esiqotho sokusiza ngokushesha futhi ngokuphumelelayo iklayenti ezimweni eziningi asihambisani nokuxabana okukhula.

Ukuthi izimo eziningi ezingalindelekile, kufaka phakathi izingxabano, zivela ngesikhathi senqubo yendalo. Lezi zikhathi zomsebenzi ezingathandekayo, kodwa ochwepheshe abaqeqeshiwe baphelela ngokuphumelelayo nalezi zinkinga, bebe nesineke, behlakaniphile namakhono athile. Ukuqeqesha okuhlukahlukene, lapho izimo eziphikisanayo ezingase zenzeke, zilahlekile, zisize ukuthola isimo sengqondo esihle kanye nekhono ukuvimbela "imfucumfucu".

Inombolo eyinhloko yocingo "yokushaya" ibhalwe ngabalobi, abaphathi behhovisi kanye nabamkeli. Kusobala ukuthi ukusebenza kwengqondo kunzima. Ngakho-ke, izisebenzi zalolu khetho zidinga ukukhuthazela "kwensimbi", ukuzinza kwengqondo, ikhono lokusebenza ngempumelelo kunoma yiziphi izimo. Emakethe yemisebenzi yanamuhla, lezi zidingo ezilandelayo zifakwe kubalobi, abaphathi behhovisi kanye nama-referents: amakhono okuxhumana, ikhono lokuqonda abantu, ukukwazi ukulalela, ukuthola ulimi olufanayo nabo futhi ukugwema izingxabano.

Ngeshwa, ngezinye izikhathi abantu bayakhohlwa ukuthi ihhovisi aliyona indlu yabo, hhayi i-bazaar noma iqembu labangane, futhi inkulumo yomuntu obhizinisi kufanele ihambisane nesimo esizungezile. Amacala okungahloniphi kahle nokungahloniphi amaklayenti avamile. Naphezu kweqiniso lokuthi inhlalakahle yebhizinisi incike kubo.

Ukukhulumisana okulungile kungakwazi futhi kufanele kufundwe. I-etiquette yocingo iyingxenye yenkambiso yenkampani kanye nenye yezingxenye ezibalulekile zesithombe. Ukuthuthukisa ikhwalithi yokuxhumana nabalingani namakhasimende kuyisihluthulelo sempumelelo empambanweni. Ukuhambisana nemithetho yokuziphatha kumele kube yinto evamile kunoma yimuphi inkampani, kungakhathaliseki ukuthi yenzani umsebenzi. Futhi "igama" lenkampani yakho lizokwenza imizwelo emihle kuphela, futhi inani lalabo abafuna ukusebenza nawe lizokhula kuphela.


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