Quick Job Search
Introduction To Soft Skills Contents
First Impressions
- Purpose & Learning Objectives
- A Magic Question
- Assignment
- The Greeting
- Two Stroke Greetings
- Three Stroke Greetings
- Four Stroke Greetings
- A Word from your English Teacher
- Bridging Statements
Customer Complaints
- Purpose & Learning Objectives
- Step 1: Listen
- Step 2: Cushion
- Step 3: Confirm Problem
- Step 4: Request
- Step 5: Negotiate
- Step 6: Confirm Solution
- Step 7: Perform Solution
Angry or Irate Customers
- Purpose & Learning Objectives
- Your First Step
- The Exceptions
- Abusive or Profane Customers
- Final Advice
- Mental Health
How to Say It
- Purpose & Learning Objectives
- Examples
- A Rule to Remember
- Volume
- Pace
- Inflection
- Pitch
- Pause
- Word Emphasis
Victim and Empowered Words
- Purpose & Learning Objectives
- Rule 1: Avoid Insider’s Talk
- Rule 2: Beware of Gaps
- Rule 3: Victim and Empowered Words
- Rule 4: Please & Thank You
- Rule 5: Correct Grammar
Managing Emotional States
- Purpose & Learning Objectives
- Managing your own Emotional State
- Technique 1: Breathe
- Technique 2: Affirm
- Technique 3: Relax
- Managing the Customer’s Emotional State
More Than a Mouthpiece
- Purpose & Learning Objectives
- Where New Product Ideas Come From
- What to do with Feedback