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The 3 Magic Ingredients of Amazing Presentations | Phil WAKNELL | TEDxSaclay

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Marcel Gómez Bruhns 23-24

Communication & Customer service

Unit 1

Business Organizations

5. Decision-making

4. Organizational structures

3. Functions in organizations

2. Types of companies in Spain

Summary

1. Definition

Organizational Structures

Definition

INVESTOPEDIA (2022)

WHAT IS A COMPANY?

A company is a legal entity formed by a group of individuals to engage in and operate a business-commercial or industrial-enterprise. A company may be organized in various ways for tax and financial liability purposes depending on the corporate law of its jurisdiction.

In Spain

Types of Companies

The company is equivalent to the worker, who carries out the activity under its own name. This owner-worker has total control of the company, directing and managing it.One of its main advantages is the simplicity of procedures and registration process.In general, if you are going to offer services as an independent professional or freelance; whether you offer digital marketing services, services as a painter, or any similar, this business form is the one most recommended.

Sole trader

EMPRESARIO INDIVIDUAL O AUTÓNOMO

LiabilitiesCompany liabilities are unlimited. In other words, the self-employed individual is responsible for any debt with third parties with all his or her assets, present and future.

Sole trader

EMPRESARIO INDIVIDUAL O AUTÓNOMO

You can start your business without having a single euro in your bank account!

Minimum investment One of the reasons that make the structure as a self-employed one of the simplest is that there is no need for a minimum investment. You can start your business without having a single euro in your bank account.

Sole trader

EMPRESARIO INDIVIDUAL O AUTÓNOMO

Company nameThe name of the company is the same as that of the sole trader. Your tax identification number, therefore, is equivalent to your NIE or DNI.

Sole trader

EMPRESARIO INDIVIDUAL O AUTÓNOMO

Set up processAt the Tax Office, register your IAE (economic activities tax), indicating the epigraph of your activity. Register with Social Security as a self-employed worker. Start operating!

TaxesThe self-employed are taxed through the IRFP or income tax, as the company profits are considered individual. In addition, he must submit his VAT returns quarterly, a tax that he will include when invoicing.

Sole trader

EMPRESARIO INDIVIDUAL O AUTÓNOMO

Business Organizations

Functions in Organizations

CONTROL

LEADERSHIP

ORGANIZATION

PLANNING

Functions in Organizations

PLANNING

Resources (What I need)Action (What do we have to do)People (Who)Control (Check desviations)

FACTORS IN STRATEGIC PLANNING

Consists of establishing the goals that the company has to reach. In other words, it is the ideal that will guide the company in its performance.

CONTROL

PLANNING

Functions in Organizations

ORGANIZATION

Human and material resource need to meet the assigned function. Optimization is a must.

CONTROL

ORGANIZATION

Functions in Organizations

Set of methods and procedures used by management to fulfil their leadership roles.

LEADERSHIP STYLE

Task of control that the employer has to perform upon his or her staff to motivate and guide it in the achievement of the objective that have been previously planned.

CONTROL

LEADERSHIP

LEADERSHIP

Functions in Organizations

LEADERSHIP

Democratic style or 'suport to workers'

Authoritarian style or 'autocratic'

It facilitates teamwork and the participation of employees in the decision-making process.

It is based on the allocation of task and workers by management. Each employee knows what to do. This is not positive for the participation of employees in the decision-making process.

CONTROL

LEADERSHIP STYLES

Functions in Organizations

LEADERSHIP

Passive, liberal or laissez faire style:

Advisory style

Directors and managers settle the objectives that the company has to reach. The employees organize with each other how to achieve this objectives. The role of the manager is limited to giving advice or transmitting information on work procedures in the event that the employees ask for it.

IIt is a combination of authoritarian and democratic leadership styles. The manager consults with his or her employees, and therefore they feel valued in the company. However, the manager is the one that ultimately decides.

CONTROL

LEADERSHIP STYLES

Functions in Organizations

CONTROL

1STEPS

1) Establish several control variables.2) Specify statistics.3) Discuss desviations.4) Take remedial actions.

It is to verify if everything goes as it was previously planned.

Instructions are followed or not?

Principles are settled or not?

It highlights the potential weaknesses and mistakes so they can be solved or corrected and prevent them from happening again.
CONTROL

CONTROL FUNCTION

Functions in Organizations

Business Organizations

Organizational Structures

Companies and organizations need to organize and manage their workforce. There are several structures in the industry. The way we organize teams has many implication for issues as communication, creativity, accountability, leadership, etc. Let's have a look!

Organizational Structures

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

In a hierarchical organization structure, employees are grouped with every employee having one clear supervisor. The grouping is done based on a few factors, hence many models derived from this. Below are few of those factorsFunction - employees are grouped according to the function they provide. The below image shows a functional org chart with finance, technical, HR and admin groups.Geography - employees are grouped based on their region. For example in USA employees might be grouped according to the state. If it's a global company the grouping could be done according to countries.Product - If a company is producing multiple products or offering different services it can be grouped according to the product or service.

1. Hierarchical Structure

1. Hierarchical Structure

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

It is adopted by small companies and start-ups in their early stage. It's almost impossible to use this model for larger companies with many projects and employees.The most important thing about this structure is that many levels of middle management are eliminated. This enables employees to make decisions quickly and independently. Thus a well-trained workforce can be more productive by directly getting involved in the decision-making process.This works well for small companies because work and effort in a small company are relatively transparent. This does not mean that employees don't have superiors and people to report. Just that decision making power is shared and employees are held accountable for their decisions.

2. Horizontal/Flat Structure

2. Horizontal/Flat Structure

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

It is the simplest types of organizational structures. Its authority flows from top to bottom. Unlike other structures, specialized and supportive services do not take place in these organizations.The chain of command and each department head has control over their departments. The self-contained department structure can be seen as its main characteristic. Independent decisions can be taken by line officers because of its unified structure.The main advantage of a line organizational structure can be identified as the effective communication that brings stability to the organization.

3. Line Organizational Structure

3. Line Organizational Structure

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

It helps visualize both internal and external relationships between managers and top-level management. They are not only less hierarchical but are also more decentralized and more flexible than other structures. The idea behind the network structure is based on social networks. Its structure relies on open communication and reliable partners; both internal and external. The network structure is viewed as agiler than other structures because it has few tires, more control, and a bottom flow of decision making. Using a Network organizational structure is sometimes a disadvantage because of its complexity. The below example of a network org chart shows the rapid communication between entities.

4. Network Structure

4. Network Structure

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

5. Divisional Structure

Divisional types of organizational charts have their own division which corresponds to either products or geographies. Each division contains the necessary resources and functions needed to support the product line and geography.Another form of divisional org chart structure is the multi-divisional structure. It's also known as M-form. It's a legit structure in which one parent company owns several subsidiary companies, each of which uses the parent company's brand and name. The main advantage of the divisional structure is the independent operational flow, that failure of one company does not threaten the existence of the others. It's not perfect either. There can be operational inefficiencies from separating specialized functions. An increase in accounting taxes can be seen as another disadvantage.

5. Divisional Structure

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

6. Matrix Structure

In a Matrix organizational structure, the reporting relationships are set up as a grid, or matrix, rather than in the traditional hierarchy. It is a type of organizational management in which people with similar skills are pooled for work assignments, resulting in more than one manager to report to (sometimes referred to as solid line and dotted line reports, in reference to traditional business organization charts). For example, all engineers may be in one engineering department and report to an engineering manager. But these same engineers may be assigned to different projects and might be reporting to those project managers as well. Therefore some engineers might have to work with multiple managers in their job roles.

6. Matrix Structure

7. Team-based Organizational Structure

6. Matrix Structure

5. Divisional Structure

4. Network Structure

3. Line Organizational Structure

2. Horizontal/Flat Structure

Organizational Structures

1. Hierarchical Structure

Team-based organizational structures are made of teams working towards a common goal while working on their individual tasks. They are less hierarchical and they have flexible structures that reinforce problem-solving, decision-making, and teamwork. Team organization structures have changed the way many industries work. Globalization has allowed people in all industries around the world to produce goods and services cooperatively. Especially, manufacturing companies must work together with suppliers around the globe while keeping the cost to a minimum while producing high-quality products.

7.Team-based Organizational Structure

7.Team-based Organizational Structure

More info!

Summary

Let's make the final summary together!

Business Organizations

Decision-making

Let's check your decisions!

INVESTOPEDIA (2022)

DECISION-MAKING

Is the rational process by which one or more individuals choose between two or more alternatives in order to solve a problem.

NON-SCHEDULABLE ( New in the company, nade when the situation airises) (No settled procedure for it)

SCHEDULED ( It is repetitive, it must be taken regularly) (There is a process to facilitate its performance)

Method

GROUP (It is made by several people, who are responsable for it)

INDIVIDUAL (One is responsable for it)

Number of individuals

Types of decisions depending on...

OPERATIONAL/ LEVEL III ( Made by executives at the lowest level) ( Decisions that are made in the performance of regular work)

TACTICAL/ LEVEL II (Made by middle positions) (Aimed at the efficient allocation of resources to achieve the goals set at the strategical level)

Level of the decision

STRATEGIC/ LEVEL I (Made by the tip hierarchical level)(Involves planning and organization issues)(Related to long-term goals)

Types of decisions depending on...

MONITORING AND EVALUATION

DECISION AND EXECUTION

PLANNING AND ASSESMENT OF ALTERNATIVES

ANALYSIS OF THE SITUATION

The process of decision-making

Do groups make better decisions than individuals?

Takes longer time.

Dilutes individual responsability.

Risk of conformism (right personal opinion is abandoned in order to reach a consensus).

Self-censor (avoiding defending their viewpoint in order to avoid rejection)

Inequality (members differ from others in experience, level, role, verbal skills, etc)

Allow more information gathering and different viewpoints.

Produces more and better solutions.

Increases motivation and commitment.

Encourages creativity.

Increase acceptance of the decision.

Disadvantages

Advantages

Group Decision-making

TASK

Techinques

Group Decision-making

NOMINAL GROUP

SIX THINKING HATS

PHILIPS6/6

BRAINSTORMING

Thanks!

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AY2023-2024

COMMUNICATION WITHIN THE COMPANY

Jivi CheemaBusiness Advisor, BDC

"Communication is the glue that binds us all together, but you have to use the right kind of glue for each situation or it might not stick."

COMMUNICATION WITHIN THE COMPANY:TYPES

It is the communication between the company and the outside.It links the company with its environment

It is among employees of the same hierarchical level.

Horizontal

EXTERNAL

Vertical

It is established between management and employees of the company (Botttom-up or top-down)

IIt occurs among members of an organization.It links the different levels and departments of the hierarchical organization. For ex, sales and R&D.

INTERNAL

Depending on the scope

COMMUNICATION WITHIN THE COMPANY:TYPES

NON-VERBAL

WRITTEN

ORAL

WRITTEN

It is performed through gestures, glances, facial expressions, body movements, etc.Very difficult to hide.Control contradiccions, some gestures are unconsiously.

NON-VERBAL

A medium is required (Paper, computer or similar)Feedback is slower

It takes place through the spoken language.Face to face or via the phone.Faster feedback.

ORAL

Depending on the code

COMMUNICATION WITHIN THE COMPANY:TYPES

It can happen inside or outside the company.It arisses in spontaneous relationships that are based on affinity between colleagues.It covers all topics, not only organizational ones.Codes and channels are not controled by management.

INFORMAL

When the communication is according to the communication line and standard of the company.It is used to transmit information on topics related to the organization.

FORMAL

Depending on the level of control

Efeective Working Meetings

COMMUNICATION WITHIN THE COMPANY:WORKING MEETINGS

Specifiy and define the objective.

Name a Moderator/coordinator.

Show always interest.(You are working)

Define and adequate number of participants.

Define time and adequate duration.

Define a place. (Ease of access, visibility, acoustics, comfort).

Documentation should be prepared in advance.

Promote a open and safe working environment (Avoid confrontation, interruptions, etc)

Action plan for implementation

Meeting request with time, date and objectives.

Attendants.

Prepare an introduction

Behave professional

CLOSURE

DEVELOPMENT

PREPARATION

Presentation.

Analysis and discussion.

Decision-making process. (Consensus, unanimity, majority or other)

Working Meetings: Stages

COMMUNICATION WITHIN THE COMPANY:WORKING MEETINGS

Behave professional

It affects either the product/service and the brand.

COMMERCIAL

COMMUNICATION WITHIN THE COMPANY:EXTERNAL

BUSINESS

Based on subjective corporate identity. Friendly, nice, environmentaly friendly

INSTITUTIONAL

Based on coporate identity. Number of employees, awards, etc.

Reports qualities and attributes of the organization. Familiar, customer oriented, etc

CORPORATE

Types according the content of the message

In order to generate a positive image of itself.

GENERAL PUBLIC

COMMUNICATION WITHIN THE COMPANY:EXTERNAL

PUBLIC ADMINISTRATION

Give their opinion in their channels.

MEDIA

Manage legislation of the public affecting the sector.

Customers:Suppliers and distributors.

COMMERCIAL PUBLIC

Types according to the public

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Process

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Thanks!

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AY2023-2024 COMMUNICATION WITHIN THE COMPANY Jivi CheemaBusiness Advisor, BDC "Communication is the glue that binds us all together, but you have to use the right kind of glue for each situation or it might not stick."

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It's Not Manipulation, It's Strategic Communication | Keisha Brewer | TEDxGeorgetown

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let's think about an effective advertising CAMPAING. Now, Identify what we have seen IN CLASS so far.

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Marcel Gómez Bruhns

The communication process

AF 2023-2024

Definition

What does communication mean?

Communication is the process of exchanging information between two or more subjects

Elements of the communcation process

Context

Feedback

ChannelCodeMessage

Noise

Receiver

Sender

Elements of the communcation process

Receiver

The receiver is the recipient of the message and the one who interprests it to understand its meaning. It may be a single person or serveral.

The sender is the one who trasmits the message

Sender

Elements of the communcation process

It is a form of connection between the sender and its recerver

Through which information circulates

Channel

Receiver

Sender

Elements of the communcation process

Encoding is the process through which the sender turns his or her ideas into signs that can be received by the recipient, that is to pay, the conversion of the idea into an interpretable code. We can codify our ideas into images, gestures, sounds, etc.

Set of signs, gestures, sounds and/or images used to build a message

Code

Receiver

Sender

Elements of the communcation process

Decoding is the process through which the receiver translates the message that has been issued and codified by the sender in ideas. Expectations and references of the receiver influence his or her way of decoding the message.

Set of signs, gestures, sounds and/or images used to build a message

Code

Receiver

Sender

Elements of the communcation process

Context

Every parallel element to the communications that has an influence on it

Receiver

Sender

Elements of the communcation process

Feedback

Is the information that the sender obtains from the effects of the tansmitted message on the receiver

Receiver

Sender

Elements of the communcation process

Communication types

The communication process

InternallyExternally

Depending on the area where it occurs

DirectDeferred

Depending on the time elapsed between sending and receiving the message

Individuallycollectively

Depending on the number of participants

Corporate Communication Types

VerbalNon verbal

Depending on the code

+-

The communication process

Communication Barriers

The communication process

Physical

Psychological

Physiological

Barriers

Semantical

This barrier exists when the material and environmental media used to transmit the message is not adequate for clearly reach the receiver

Physical

Barriers

The communication process

The communication process

Repeat key parts of the messageUse multiple channelsCheck multimedia devices.

Illegible handwritingNoisesSpeakers in bad conditionsInsufficient lightingPoor phone coverage

How to remove them

Physical

Examples

Barriers

The communication process

This barrier is related to the meaning of words or expressions and to the different interpretations that both sender and receiver can make of them.

Barriers

Semantical

The communication process

Use a language code known by the sender and receiverClarify unknown terms or terms with more than one meaningAdapt language to the level of the receiver

Lack of language skillsUse of specialized terms or slang of a cultural level that the recipient does not understandUse of words with different meanings

How to remove them

Examples

Barriers

Semantical

The communication process

This barriers are derived from the physical state of the sender and or the receiver

Physiological

Barriers

The communication process

Select alternative communication channels and codes (braille, sign language, etc.)Check that the message has reached the receiver and that it has been understood.

People with hearing or visual impairments, etc.People with difficulties expressing themselves in writing or orally

How to remove them

Examples

Physiological

Barriers

The communication process

This barriers are the mental factors that prevent or hinder the acceptance or understanding of an idea, or that affect the interpretation of the message

Psychological

Barriers

The communication process

Check that the message has reached the receiver and that it has been understood.respect differences of opinion

Liking or disliking the sender, the receiver or the messageEmotional states (happiness, sadness, anger, etc.)Prior expectations, prejudices and stereotypes.Halo effect

How to remove them

Examples

Psychological

Barriers

Corporate Image & identity

Communication & Customer Service

It is an experience which takes shape in people's minds.

It is personal and time-linked.

The image can vary from vague to vivid and from restricted to comprehensive.

The image can conform to a greater or lesser extent tothe identity of the organization.

It is created from (personal or indirect) experiences .

The image incorporates impressions and evaluations and it can influence people's behaviour.

Corporate identity

It is the image of the organization among thevarious publics. Characteristics:

Combination of graphic, icon and text, that maintains its function and individual characteristics

It connects the text and icon, although, in this case, they are indivisible, since the brand would not be identifiable if the elements were separated

Symbolic or iconic part of a brand, the representation of a brand without the use of its word, a visual abstraction that represents its image. A good isotype is that which best expresses a business' spirit and value, and also is recognizable to consumers.

Brand or visual identity creation

Visual representation of a brand based on a word or collection of words.

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CFGS_23-24 The communication process & its barriers

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Marcel Gómez Bruhns The communication process AF 2023-2024 Definition What does communication mean? Communication is the process of exchanging information between two or more subjects Elements of the communcation process Context Feedback ChannelCodeMessage Noise Receiver Sender Elements of the communcation process Receiver The receiver is the recipient of the message and the one who interprests it to understand its meaning.

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Persuade con tu voz. Estrategias para sonar creíble. | Emma Rodero | TEDxMalagueta

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The Power of Nonverbal Communication | Joe Navarro | TEDxManchester

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Pero no importa qué tipo de informe tenga que escribir, debe seguir un formato de escritura e información correctos. Con la forma adecuada, su informe será fácil de leer y entender.

Primero, un informe es diferente de un ensayo, una publicación de blog o un artículo periodístico. La idea principal de un reporte es presentar hechos sobre un tema, situación o evento específico.

No se trata de apoyar ideas o hipótesis. La información debe presentarse de manera clara y concisa, por lo que es esencial el formato de presentación de informes adecuado.

Así como hay diferentes ejemplos de informes, también hay diferentes formas de entregarlos. Los informes pueden ser documentos impresos, presentaciones de diapositivas interactivas o incluso infografías visuales.

Siga el formato de este artículo independientemente de la composición visual de su informe. El contenido debe configurarse de la misma manera para cualquier formato que elija.

Después de escribir su informe, inicie sesión en el panel de control de Visme y encuentre la plantilla de reporte perfecta para sus necesidades y audiencia. Ingrese su contenido escrito, crea visualizaciones de datos y crea un informe de investigación que no moleste a su audiencia.
Aquí tienes una pequeña selección de 6 plantillas de informes 100% personalizables y adaptables a cualquier tipo de empresa, sector o nicho. Además, puedes compartir estos informes e incluso publicarlos directamente en tus redes sociales. Echa un vistazo a las súper plantillas que hemos reunido para ti:
Índice

Lectura rápida

Un informe no es lo mismo que un post, un ensayo periodístico o un artículo. El objetivo central de un informe es presentar datos y hechos sobre un tema, una situación o un acontecimiento concretos. Siempre de forma clara y objetiva.

Existen básicamente seis tipos principales de informe: informes anuales, informes semanales, informes de proyectos, informes de ventas y marketing, informes de investigación e informes académicos.

La estructura básica de un informe debe incluir título, índice, resumen, introducción, cuerpo, conclusión, recomendaciones y apéndices.

Los principales consejos para crear un informe son: crea un borrador de tu informe, crea el cuerpo de tu informe antes de escribir la introducción y la conclusión, mantén el desarrollo y el apéndice de tu informe a una longitud razonable.

Visme le ofrece no sólo cientos de plantillas prediseñadas, sino un completo y superrobusto editor de informes en línea que le proporcionará todas las herramientas que necesita para crear informes de alta calidad para cualquier nicho, tema o sector.

6 Tipos de informes

Existen básicamente 6 tipos de informes que usted o su empresa pueden necesitar crear en algún momento. Todos ellos deben seguir las mismas normas de creación y tener la misma estructura.

Para echarte una mano con esto, vamos a presentarte estos tipos de informes y hablar un poco sobre la estructura que deben tener tus informes.

1. Informes anuales

El primer tipo que abordaremos es un informe anual. Este documento generalmente recopilará información sobre el progreso y el desempeño anual de una empresa. Sirve para que los supervisores y los miembros del equipo sepan cómo le fue a la compañía este año en particular.

Puede incluir cualquier cosa, desde análisis del sitio hasta ganancias de ventas, dependiendo de a quién esté destinado el informe.

2. Informes semanales

Este es un informe útil para proporcionar a su equipo una perspectiva basada en su progreso en múltiples proyectos y objetivos. Puede ser un simple informe de una página o un informe más detallado con actualizaciones específicas.

3. Informes de proyectos

Mantenga a los clientes y a los miembros de su equipo actualizados sobre el estado de los diversos proyectos en los que está trabajando. Haga esto proporcionando un informe del proyecto. Este documento puede incluir una línea de tiempo del progreso del informe y la fecha límite para que cada segmento mantenga a todos en la misma página.

4. Informes de ventas/marketing

Es esencial mantener a su equipo actualizado sobre cómo van sus estrategias de ventas y / o marketing. Gráficos de lotes que muestran márgenes de ganancia, aumentos en el compromiso y más.

Estos informes ejemplos también son una excelente manera de determinar si sus estrategias están funcionando o necesitan algunos ajustes en el futuro.

5. Relatórios de pesquisas

A veces, si necesita hacer una investigación en profundidad, la mejor manera de presentar estos datos es con un informe de investigación. Ya sea que se trate de hallazgos científicos, datos y estadísticas de un estudio, etc., un informe de investigación es una excelente manera de compartir estos resultados.

Para los elementos visuales de tu informe de investigación, Visme ofrece millones de fotografías gratuitas. Pero si no puede encontrar lo que necesita o está buscando algo listo para usar, pruebe el generador de imágenes con tecnología de inteligencia artificial de Visme. Pídale a la herramienta de inteligencia artificial que cree rápidamente una imagen que coincida con su búsqueda, su marca y su informe.

6. Informes académicos

Un informe académico es aquel creado para una clase, generalmente en una universidad de pregrado o posgrado. Sigue un estilo de escritura formal y se sumerge en un tema relacionado con los estudios académicos de los estudiantes.

Personalize este modelo de apresentação e deixe ele com a cara da sua empresa! Editar y Descargar

El mejor formato de redacción para informes

Ahora estamos llegando a la parte buena, el formato ideal. Si bien esto puede variar según los datos, la investigación y las formaciones que debe presentar, seguir este formato siempre será una excelente forma de comenzar cualquier informe.

El proceso funciona así:

Título: Un título de informe claro y conciso.

Índice: Una página dedicada al contenido de su informe.

Resumen: Una descripción general de todo su informe, deberá esperar a que se complete el informe completo para escribir esta sección.

Introducción: Presente el tema de su informe y qué temas encontrarán los lectores en las páginas.

Cuerpo: La sección más larga de su informe, compila toda su información y usa las herramientas de visualización de datos para ayudarlo a presentarla.

Conclusión: A diferencia del resumen, esta sección completa el cuerpo del informe y resume todos sus hallazgos y datos presentados.

Recomendaciones: Un conjunto de objetivos o pasos recomendados a seguir a partir de la información proporcionada en este informe.

Apéndices: Una lista de las fuentes utilizadas para compilar la información del informe.

Cada uno de estos ocho elementos garantiza que no deje pasar ninguna información importante sobre su tema y que su lector sepa exactamente lo que está aprendiendo en su informe y cómo recopiló esa información.

El siguiente paso es comenzar con un boceto. En cada punto del boceto, use una o dos oraciones para describir lo que entrará allí. No tienes que decir mucho, solo una idea para que la sigas más tarde. Inserte algunas ideas de diseño en el diseño general también.

Por ejemplo, en la sección , simplemente agregue que desea que cubra solo una página o diapositiva, tome nota si desea agregar las páginas solo a las secciones principales o tal vez también a las subsecciones.

En la sección Apéndices, enumera todos los enlaces a las fuentes que has utilizado y añádelas a medida que realices más búsquedas. Todas las fuentes que mencione en su informe deben enumerarse aquí.

La parte más importante de su boceto es la sección Cuerpo. Para esta sección, crea un esquema interno de secciones y subsecciones que pueda seguir más adelante al escribir.

Después de elaborar el esquema, es hora de reunir todos los elementos del informe. El esquema que proporcionamos anteriormente es el único formato de redacción de informes que necesitará. Puede agregar secciones si es necesario, pero no tome ninguna.

Echemos un vistazo a cada sección con más detalle.

Título

El título debe estar claro en su texto. Debería decirle exactamente de qué se trata el informe. Recuerda, esto no es una novela. Incluya un título, si es necesario, asegurándose de que el tamaño de fuente de cada leyenda sea más pequeño que el título.

En términos de diseño, su título puede diseñarse como una portada atractiva. Debe haber una jerarquía clara en la apariencia del título.

En el título la portada, asegúrese de incluir lo siguiente:

Título del informe

Subtítulo del informe (si es necesario)

Autor del informe

A quién va dirigido el informe

Fecha en que se redactó el informe

Si tienes problemas para encontrar un título o contenido interesante, puedes obtener ayuda del Redactor IA de Visme. Describe tu informe en el mensaje de texto y pídele a la IA que escriba algunos títulos opcionales. Si los primeros resultados no son de su agrado, solicite realizar algunas modificaciones hasta que tenga exactamente lo que necesita.

Índice

Deje siempre la página Índice hasta el final. Después de todo, no puedes escribir un índice si aún no conoces todos los números de tus páginas.

Sin embargo, si el esquema del cuerpo ya tiene definidos cada uno de los encabezados de sección y subsección, puede agregarlos al contenido y dejar la numeración para más adelante.

Tener una página de índice hace que sea más fácil para sus lectores encontrar la información que más les interesa rápidamente, mejorando la legibilidad general del documento y, en consecuencia, brindando más valor agregado a su audiencia.

Así que no querrás saltarte este paso, en absoluto.

Resumen

Del mismo modo, el resumen debe hacerse después de que haya terminado de escribir el informe completo. Puede escribir un resumen al principio para ayudarlo a continuar con el trabajo, pero definitivamente deberá revisarlo al final.

Un resumen es una sinopsis de todo el informe. Debe incluir el propósito, el proceso y un extracto de la resolución. Esto no debe ser más de un solo párrafo o dos.

Alternativamente, si su documento tiene muchos datos, el resumen también puede ser un informe detallado que usted comparta. Además, puede agregar un hipervínculo a análisis de datos adicionales sobre lo que está informando.

Introducción

En la introducción, indique qué es el informe y por qué se creó. Dependiendo del tamaño del informe, la introducción puede variar desde un solo párrafo hasta una página completa.

Por ejemplo, un párrafo es suficiente para la introducción de un informe para las redes sociales, mientras que una página entera sería más apropiada para un informe anual.

Tómese el tiempo para presentar por qué su tema es tan importante, especialmente si se trata de un informe de con datos de investigación. Debes centrarte en por qué tus lectores deberían preocuparse por lo que has descubierto.

Cuerpo

El cuerpo es donde se recopila toda la información y será la sección más larga de su informe. Esto probablemente abarcará varias páginas (de 5 a 50) páginas. Sigue tu boceto inicial para mantener un flujo constante en la creación de contenido. Escribe el contenido del cuerpo como secciones y subsecciones.

Además, use marcadores y herramientas de visualización de datos como señales visuales. Esto ayudará a su audiencia a comprender mejor su informe.

¡Echa un vistazo a este video de Visme para obtener algunos consejos sobre cómo mostrar todos estos datos!

Conclusión

Cierre su informe con una conclusión bien elaborada. Escriba su conclusión como un breve resumen de lo que se discutió en el informe e incluya una mención de la sección de recomendaciones y recursos en el apéndice.

Esta sección nunca debe traer nueva información a su audiencia, sino que simplemente debe resumir todos los hallazgos que ya ha mencionado en una sección final concisa.

Recomendaciones

Crea la sección de recomendaciones como un conjunto de pasos procesables con con posibles soluciones. Esta sección es irrelevante para los informes escolares o los informes de libros, pero es esencial en un objetivos SMART asociados entorno empresarial.

Apéndices

Esta es la sección en la que enumera todas sus fuentes si su informe es un informe de búsqueda. También debe agregar cualquier enlace que sea relevante para el informe o informes anteriores sobre el mismo tema.

Aún puede incluir una versión interactiva del informe que acaba de crear con Visme. Visme le permite crear documentos interactivos y animados que se pueden publicar en la web con un solo clic, dando una nueva dimensión a su informe.

Una buena regla al crear sus apéndices es agregar solo información relevante para el informe o que mencionó al redactar su informe. Utilice anotaciones de referencia dentro del informe para crear un vínculo al contenido del apéndice.
El contenido del informe utilizado en este ejemplo de diseño de informe se puede encontrar aquí.
Los mejores consejos para redactar un informe de alta calidad

Utilizar la estructura y las normas de redacción adecuadas no son sólo partes del proceso de creación de un informe de alta calidad, de hecho, estos elementos son esenciales. Sin ellos, es prácticamente imposible crear un informe de gran impacto.

Cuando hablamos del proceso de creación de informes, nos referimos a la presentación de datos importantes, por lo que esta información debe presentarse de manera profesional.

Lo que hace que un informe sea de alta calidad no es sólo la información que presenta, sino la forma en que se presenta esta información y la capacidad del informe para ser comprendido fácilmente, así como su capacidad para mantener la atención del lector.

Para que entiendas mejor de qué estamos hablando, vamos a darte algunos consejos y recomendaciones que son esenciales en el proceso de creación de un informe de alta calidad. Así que eso es todo, presta atención porque esta información será muy valiosa para tu próximo informe:

Empieza por crear el cuerpo, o desarrollo de tu informe

La mejor manera de asegurarse de que su informe es preciso, coherente y fácil de entender es trabajar primero en el cuerpo, o desarrollo, de su informe antes de escribir la introducción y la conclusión de su informe. Y esta es una regla que se aplica tanto si está creando su informe solo como para el proceso de creación en colaboración con un equipo.

Si estás creando tu informe en colaboración con un equipo, puedes hacer lo siguiente: para el cuerpo de tu informe, crea secciones específicas, luego designa a las personas responsables de cada sección y después asigna a una persona para que trabaje en la conclusión y la introducción de tu informe.

Visme ofrece todas las herramientas que necesitas para crear en colaboración con un equipo, donde tú y los miembros de tu equipo podéis trabajar simultáneamente, añadiendo comentarios, actualizaciones en tiempo real y mucho más. Esta función puede ayudarte a garantizar que todos contribuyan a cada sección de tu informe al mismo tiempo, acelerando así el proceso de creación y aportando más agilidad y eficacia a tu equipo de trabajo.

Utilice elementos visuales que estén directamente relacionados con el tema de su informe

Sabemos que el uso de elementos visuales puede marcar la diferencia en el aspecto final de un informe, pero estos elementos deben estar anclados al tema central de su informe. De lo contrario, podrían dar a su trabajo un aspecto poco profesional e incluso causar cierta confusión en la mente de sus lectores.

Si utiliza elementos visuales que tengan un vínculo directo con el tema central de su informe, podrá hacer que estos elementos le ayuden a contar su historia, presentar sus datos y facilitar la comprensión de información compleja.

Además de las herramientas de presentación de datos, también hay que prestar mucha atención a las imágenes, los iconos y cualquier otro elemento visual que se utilice en el informe. Recuerde que están ahí para ayudarle a contar su historia, no para "embellecer" su informe.

Si no tienes las imágenes adecuadas para utilizar en tu informe, puedes echar un vistazo a la biblioteca de imágenes de Visme y utilizar las que estén directamente relacionadas con el tema de tu informe. Todas nuestras imágenes están libres de derechos de autor y puedes utilizarlas sin preocupaciones, tanto para uso personal como comercial.

También puedes subir tus propias imágenes y utilizarlas como desees en cualquier proyecto que tú y tu equipo estéis creando con Visme.

Pero si no encuentra las imágenes adecuadas para su informe en nuestra biblioteca, no tiene por qué preocuparse. Visme también te ofrece una potente herramienta de creación de imágenes con inteligencia artificial, lo que significa que puedes generar imágenes muy específicas y únicas que se crearán específicamente para tus necesidades.

Explora todas las posibilidades creativas y de personalización que te ofrece el generador de imágenes de Visme y crea fotos, gráficos e ilustraciones 100% personalizados para darle a tu informe un toque aún más único y especial.

Pon todo tu empeño en la redacción de tu informe

Para que tu informe sea creíble, debes asegurarte de que no haya errores gramaticales y de que tenga el tono de voz adecuado para tu público objetivo.

Evita en la medida de lo posible el uso de expresiones muy técnicas y utilízalas sólo si es realmente necesario.

Intente utilizar un lenguaje más sencillo y evite añadir información que no sea estrictamente necesaria para el proceso de comprensión de los datos que está presentando. Por último, antes de enviar tu informe, asegúrate de corregirlo o pide la opinión de algún compañero para comprobar que todo está como debe.

Visme le permite compartir su informe a través de un enlace activo, lo que significa que puede pedir a un compañero que revise su contenido antes de imprimir su informe o finalizar las ediciones. Con las funciones de edición compartida, un compañero de trabajo también puede hacer comentarios directamente en su proyecto. Esto acelera el proceso de edición y aporta más agilidad a la creación de su informe.

El apéndice debe ser breve

Evita crear un apéndice demasiado largo, ya que puede desanimar a tus lectores. Intente añadir sólo la información o las fuentes principales de su informe.

Una buena forma de poner en práctica este consejo es revisar el apéndice una vez terminado el informe y hacer una revisión exhaustiva para ver qué debe permanecer o eliminarse. Puedes hacerlo varias veces hasta que llegues al punto ideal en el que toda la información esencial de tu informe esté anclada en buenas referencias y no haya información innecesaria en tu documento final.

Utilice un corrector ortográfico

Este es un consejo esencial si quieres que tu informe sea 100% asertivo y esté libre de errores. Utiliza un corrector ortográfico para asegurarte de que no hay errores de escritura o mecanografía en tu documento.

Puedes utilizar herramientas como Hemmingway, ProWritingAid o Grammarly. No te saltes este paso, al fin y al cabo, aunque tus datos sean impresionantes, unas buenas métricas de ROI y unos KPI impresionantes no salvarán tu reputación de un informe lleno de errores.

Ejemplo de informe para el formato de reporte estándar

Haga clic en la imagen de abajo para usar esta plantilla de informe personalizable. Sigue el formato estándar de redacción de informes para que no se confunda o se pierda una sección.

Preguntas frecuentes sobre la creación de informes

Si, incluso después de leer todo nuestro post, sigue teniendo alguna pregunta sobre el proceso de creación de informes de alta calidad, esta es la sección que resolverá todos sus problemas.

Aquí encontrarás las preguntas que más recibimos de nuestros clientes sobre el proceso de creación de informes de alta calidad. Y es aquí donde encontrarás las mejores soluciones y las mejores respuestas a estas preguntas.

¿Qué pasos hay que seguir para crear un informe de calidad?

Redactar un informe eficaz y profesional no es exactamente ciencia espacial, pero aun así hay algunos pasos que hay que seguir para crear un informe súper eficaz y profesional. Echa un vistazo a estos pasos ahora:

1. Define el objetivo central de tu informe

El primer paso en el proceso de creación de un informe de gran impacto es definir claramente el objetivo del documento.

Tanto si estás creando un informe anual, un informe sobre actualizaciones semanales o un informe de presentación de una investigación, comprender el objetivo central de tu informe es crucial para poder crear una estructura cohesiva y eficiente.

Planificar y redactar un informe con un objetivo claro en mente te ayudará a crear un documento capaz de resolver un problema concreto con mayor precisión y asertividad. Si conoces la verdadera razón por la que estás escribiendo el informe, podrás presentar los datos necesarios de una forma más directa y objetiva.

2. Crea tu informe utilizando la estructura adecuada

Crear un informe bien estructurado es esencial si quieres presentar la información de forma eficaz, clara, objetiva y atractiva.

Recuerda que tu informe debe estar organizado y tener un título muy claro, un resumen bien redactado, una introducción objetiva, un desarrollo o cuerpo bien escrito y fácil de entender, una conclusión directa, buenas recomendaciones y una sección de apéndices que no contenga un río de referencias innecesarias.

Elaborar un informe con esta estructura es esencial. Sigue las instrucciones, consejos y recomendaciones que te hemos dado en este post para que tu informe sea un éxito.

3. Piensa antes de escribir

La mejor forma de asegurarte de que no se te olvida ninguna información importante en tu informe es crear un borrador antes de empezar a escribir la versión final del documento.

Crear un borrador también le ayudará a comprender cuál es el mejor flujo de la información que se va a presentar. También puede ayudarle a definir qué secciones necesitan más trabajo y dónde necesita utilizar elementos visuales.

Un borrador le ayudará a crear una versión final más completa, objetiva y cualificada de su documento.

4. Elija una plantilla de informe que se ajuste a sus necesidades

Empezar tu nuevo informe utilizando una de las plantillas prediseñadas de Visme es la mejor manera de ganar en eficacia, de asegurarte de que tu informe tiene un aspecto profesional y de que es visualmente agradable y equilibrado.

No importa si necesitas crear un informe anual, un informe semanal, un informe relacionado con un proyecto, un informe de ventas/marketing, un informe de investigación o un informe académico. Visme tiene una plantilla ideal para todas tus necesidades, tanto de diseño como de contenido.

5. Crea tu informe pensando en tu público objetivo

El gran secreto para crear un informe súper eficiente es crear un documento que satisfaga las necesidades de tu público objetivo. Después de todo, puedes tener el mejor informe del mundo, pero si no resuelve los problemas de tu público objetivo, no será más que otro archivo muerto en el ordenador de alguien o un documento impreso que quedará olvidado en un escritorio.

Crea tu documento teniendo en cuenta las necesidades específicas de tu público objetivo. Piense qué información es más importante para ellos, cómo prefieren consumir esos datos, cómo quieren visualizar la información que tiene que presentarles y qué tono de voz tiene más sentido para ellos.

¿Cuál es el mejor formato para un informe?

Un informe bien formateado es aquel que se ha redactado siguiendo ciertas pautas específicas. Hablemos ahora un poco de cuáles son esas pautas y cuáles son las mejores prácticas de formato para un informe de alta calidad.

1. Utilice fuentes adecuadas y un espaciado coherente

Utilizar un tipo de letra legible, como Arial o Verdana, es esencial para garantizar la legibilidad y escaneabilidad del documento, así que evite utilizar fuentes muy estilizadas y fuentes en formato Script.

Mantenga la coherencia en cuanto al tamaño de las fuentes y el interlineado aplicado en todo el informe. Normalmente, un tipo de letra de 12 puntos es estándar para la mayoría de los informes.

2. Utilice títulos y subtítulos directos y objetivos

Intente utilizar títulos y subtítulos claros y descriptivos para organizar el contenido. Aplica los principios de jerarquía visual para crear un flujo de información fluido y lógico a lo largo del informe, es decir, Título 1, Título 2, cuerpo del texto, etc. Así conseguirás que tu informe tenga una apariencia limpia, clara, lógica y objetiva.

3. Utilice márgenes adecuados

Construya su documento utilizando márgenes adecuados en todos los lados de la página (normalmente 1 pulgada o 2,54 cm). Utilizar márgenes bien definidos garantizará que tu informe sea legible y tenga un buen espacio negativo para que las palabras "descansen".

4. Utilice un espaciado adecuado

Utiliza un interlineado de 1,5 o doble para el cuerpo del texto, a fin de evitar la saturación y maximizar la legibilidad del contenido. Puedes utilizar el espaciado para las notas a pie de página, las referencias y los subtítulos.

5. Numere las páginas

Incluir números de página, normalmente en el encabezado o el pie de página, ayuda a navegar por el contenido. Asegúrese de que los números están colocados de forma coherente y de que tienen el formato adecuado en todas las páginas del documento.

6. Utilice viñetas y listas numeradas

Cuando enumere elementos, utilice siempre viñetas o listas numeradas para que el documento sea más legible y comprensible. Mantenga la coherencia en el uso de estos elementos en todo el documento, de lo contrario su contenido puede resultar confuso.

7. Preste atención al formato de tablas e imágenes

Un formato coherente de tablas y figuras maximiza la legibilidad y coherencia visual del documento. Utiliza etiquetas y leyendas para que tu informe sea aún más autoexplicativo. Asegúrate de que están correctamente alineados en el texto y de acuerdo con las directrices visuales que establezcas para tu documento.

8. Utilice una alineación adecuada

Alinee el texto y los párrafos de forma coherente. En la mayoría de los informes se utiliza el texto justificado a la izquierda, ya que esta alineación facilita la lectura del contenido. Justifique el texto sólo cuando sea necesario.

9. Divida las páginas siempre que sea necesario

Inserte saltos de página cuando sea necesario. Utilice esta función para evitar transiciones de página incómodas dentro de secciones o párrafos.

10. Utiliza el color con prudencia

Si estás creando un informe digital o impreso que permite el uso del color, utilízalo con moderación y coherencia. Asegúrate de que el contraste entre el texto y los colores o elementos de fondo no dificulta la legibilidad del contenido y de que los colores no distraen la atención de los lectores.

11. Revise dos veces el contenido

Revise siempre dos veces su documento para eliminar posibles errores ortográficos y de formato. La coherencia en el formato es esencial en cualquier informe profesional.

12. Siga las normas de la ABNT al crear referencias y citas en su informe

Si su informe incluye citas y referencias, siga las normas de la ABNT para garantizar que su documento se ajusta a las mejores prácticas de producción textual, al fin y al cabo, un informe es un documento textual.

13. Revise la accesibilidad de su informe

Antes de finalizar el informe, revísalo para asegurarte de que sigue las directrices de accesibilidad, por ejemplo, proporcionando texto alternativo para las imágenes y utilizando opciones de color accesibles, para garantizar que todos los lectores puedan acceder a tu informe en su totalidad.

¿Cuáles son las cinco cualidades de un buen informe?

Un informe bien elaborado tiene cinco cualidades fundamentales. Es la presencia de estas cualidades lo que define si se trata de un documento profesional o no.

Las cinco cualidades de un informe profesional son

1. Claridad y objetividad

Un buen informe debe ser claro y objetivo. Debe presentar la información de forma directa, evitando la presentación de datos innecesarios o el uso de un lenguaje excesivamente complejo. Los lectores deben comprender fácilmente el contenido sin confusión.

2. Pertinencia

Toda la información de un buen informe debe ser pertinente para la finalidad y los objetivos de este documento. Deben omitirse los detalles irrelevantes o innecesarios, garantizando que el informe se centre únicamente en su objetivo principal.

3. Estructura y organización

Un informe de calidad debe estar estructurado de forma lógica, con un principio, un nudo y un desenlace claros.

Los informes profesionales suelen incluir secciones como una introducción, un cuerpo y una conclusión, lo que garantiza un flujo lógico de la información. Los títulos y subtítulos ayudan a organizar el contenido de forma eficaz y objetiva, facilitando su comprensión por parte de los lectores.

4. Precisión y fiabilidad

La presentación de datos precisos y fiables es fundamental para cualquier informe de alta calidad. La información presentada debe basarse en una investigación en profundidad, metodologías sólidas y fuentes fiables. Todos los datos y hechos presentados en un informe profesional deben ser fácilmente verificables y atestiguables.

5. Recomendaciones tangibles

En muchos casos, un buen informe puede incluir recomendaciones o reflexiones tangibles. Tras presentar los datos y el análisis, el informe debe ofrecer sugerencias o soluciones prácticas que los lectores puedan aplicar o tener en cuenta para la toma de decisiones. Estas recomendaciones deben ser tangibles y reales, para que puedan ponerse en práctica.

Comience a crear informes de calidad con Visme ahora

Esperamos que este post te haya ayudado a entender la mejor manera de tratar y armar un reporte de investigación. Seguir un formato de informes estándar es exactamente lo que necesitas para crear informes atractivos y súper dinámicos . Siga los consejos anteriores y nunca más hará un informe aburrido.

Así como seguir una forma de redacción de informes lo ayudará a crear un mejor informe, una suscripción a Visme Premium también lo ayudará a crear un conjunto completo de elementos visuales súper atractivos.

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Cómo redactar un informe (consejos + plantillas de informes)

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Descubre todos los consejos para redactar informes de tu actividad. Utiliza una plantilla gratuita y atractiva para redactar un informe super interesante.

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Aritz Barril Eslava - Formal Certificate (2)

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Communication & Customer Service

acronyms and abbreviations

abreviacions

a shortened form of a word or phrase. "SKU is the abbreviation for Stock Keeping Unit"

/əbriːvɪˈeɪʃ(ə)n/

01

abbreviation

sigles

/ˈakrənɪm/

02

acronyms

an abbreviation formed from the initial letters of other words and pronounced as a word (e.g. ASCII, NASA ).

AYW: As You Want / As You WishCHK: CheckHAND: Have A Nice DayHF: Have FunIAC: In Any CaseIHNI: I Have No IdeaIMO: In My Opinion JLMK: Just Let Me KnowPLMK: Please Let Me Know PD: Post DataYOY: Year Over YearYTD: Year To Date

e-mail abbreviation

FYI: For Your Information FYA For Your ActionASAP: As Soon As PossibleBTW: By The Way EOD: End Of Day ATTN: Attention N/A: Not ApplicableTBD: To Be Decided RSVP: Please RespondA/N: Author's NoteAYDY: Are You Done Yet? AYEC: At Your Earliest Convenience

e-mail abbreviation

AYW: As You Want / As You WishCHK: CheckHAND: Have A Nice DayHF: Have FunIAC: In Any CaseIHNI: I Have No IdeaIMO: In My Opinion JLMK: Just Let Me KnowPLMK: Please Let Me Know PD: Post DataYOY: Year Over YearYTD: Year To Date

e-mail abbreviation

FYI: For Your Information FYA For Your ActionASAP: As Soon As PossibleBTW: By The Way EOD: End Of Day ATTN: Attention N/A: Not ApplicableTBD: To Be Decided RSVP: Please RespondA/N: Author's NoteAYDY: Are You Done Yet? AYEC: At Your Earliest Convenience

e-mail abbreviation

CAO: Chief Accounting OfficerCEO: Chief Executive Officer CFO: Chief Financial Officer CIO: Chief Information Officer CMO: Chief Marketing Officer COO: Chief Operating OfficerCTO: Chief Technology Officer PRO: Public Relations Officer Director R&D: Director of Research and Development HRM: Human Resource Manager CDO: Chief Data OfficerAD: Assistant DirectorPA: Personal Assistant PR Dept.: Public Relations Department IT Dept.: Information Technology Department HR Dept.: Human Resource Department

Job titles & Department abbreviations

CAO: Chief Accounting OfficerCEO: Chief Executive Officer CFO: Chief Financial Officer CIO: Chief Information Officer CMO: Chief Marketing Officer COO: Chief Operating OfficerCTO: Chief Technology Officer PRO: Public Relations Officer Director R&D: Director of Research and Development HRM: Human Resource Manager CDO: Chief Data OfficerAD: Assistant DirectorPA: Personal Assistant PR Dept.: Public Relations Department IT Dept.: Information Technology Department HR Dept.: Human Resource Department

Job titles & Department abbreviations

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Hang men

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Emelie Lindström - Productivity & Work Skills

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How to write meeting minutes LIKE A PRO [With meeting minutes example!]

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Derek Callan - English for Professionals

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Communication & Customer Service

20233

Marce Gómez Bruhns

Written Communication

PUBLIC ADMINISTRATIONS

DISTRIBUTORS

CUSTOMERS

SUPPLIERS

EXTERNAL WRITTEN COMMUNICATION

INTERNAL WRITTEN COMMUNICATION

EMPLOYEES

01. Types

READ AGAIN

CHECKTHE TEXT

WRITE THE TEXT

SELECT INFORMATION

BRAINSTORMING

02. Stages

ANALYSE THE SITUATION

Highlight the main idea oftte message

Emphasis

Connect the sentences and paragraphs.

Cohesion

Clearance and structureSingle paragrapgh to develop one idea.

Coherence

Check spelling and syntax.Be precise.

Correction

Short sentences and eliminate what is not necessary.Maximum ideas with minimum words

Accuracy

Written communication

03.

Adequacy

StructureVocabularyLanguague style

Principles

PhotocopierPrinterFaxScanner

Means used for document reproduction

04. Production & Reproduction

Means used for document production

HandwritingTypewriterComputerTelegrapgh

Goods

Reuse

Consumption

Reduce

Recycle

04. The 3 Rs!

waste generated by economic activity

TypesStepsStructure

5. E-mail and Netiquette

TypesStepsStructure

5. The report.

Sales documents.Request information of offer.Offer of professional services.Payment documents.

Business Card.Company presentation.Leaflet.Catalogue.Press release.

Meeting requestMeeting minutes.Internal note.GreetingMemorandumApplication or requestCertificate

Structure, style, abbreviation and acronyms, evelops and computer applications

05. Models of written documents

4. Promotional texts.

3. Internal documents

2. Commercial documents

1. Business Letter

1) Beginning, presentation or header 2) Content 3) End

01.

A) STRUCTURE

Business letter

Any written communication that takes place between companies

PLACE+DATEDATA OF THE RECEIVERBRIEF GREETING BRIEF SUMMARY

1) Beginning, presentation or header

01.

A) STRUCTURE

Business letter

NO RULES FOR THIS PART BUT...ORDERCLARITYCONCLUSIONSUMMARY

2) Content

01.

A) STRUCTURE

Business letter

EXAMPLE 3

EXAMPLE 2

EXAMPLE 1

SAY GOODBYESIGNATUREPOSITIONCOMPANY NAME

3) End

01.

A) STRUCTURE

Business letter

PAPER SIZE

01.

B) ABBREVIATION & ACRONYMS (Other Unit)C) CUSTOMIZING BUSINESS LETTERS AND EVELOPES

Business letter

PAPER SIZE

01.

D) STANDARD MEASURESTop margin: 3cm to 4cm Left margin: 3cm to 4cm.Right margin: 2 cm to 3 cm Lower margin: 2cm to 3cm

Business letter

Definition

Document that is generated as a result of delivery of goods and services of business.

02.

A) Sales documentsB) Request for information of offerC) Offer of professional services.D) Payment documents

Commercial documents

03. Internal Documents

A) Meeting requestB) Meeting minutesC) Internal noteD) GreetingE) MemorandumF) Application or requestG) Certificate

Thanksfor your attention

Let's dive in!

Corporate identity

van Riel, C. (1997) 'Protecting the corporate brandby orchestrated communication', Journal of BrandManagement, 4 (6): 409-418.

the way in which anorganization's identity isrevealed through behavior,communications, as well asthrough symbolism tointernal and externalaudiences''refers to an organization'sunique characteristics whichare rooted in the behavior ofthe members of theorganization'

03. Goals

Gray, E. R., & Balmer, J. M. (1998). Managing corporate image and corporate reputation. Long range planning, 31(5), 695-702.

Corporate Image and ReputationCorporate image, as stated earlier, is the immediatemental picture that audiences have of an organization. Corporate reputation, on the other hand, indicates a value judgement about the company'sattributes. Corporate reputations, typically, evolveover time as a result of consistent performance,reinforced by effective communication, whereas corporate images can be fashioned more quickly throughwell-conceived communication programmes. Corporations want to project an accurate and positiveimage to their stakeholders. They also covet a favorable reputation in the minds of these constituents

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archiving methods

Effective Document Management:

Set of documents produced by a company during the development of its activities, in an organic and automatic way and preserved as a witness to the information

Company file

The information to strengthen the activities of the company in order to serve as a support for decision making

Archiving functions:

to access

to create

to find

to store

to inform

By archiving this non-critical data, you can streamline access to the rest of your data and potentially improve your performance.

The fewer documents you have on-site to manage, the less time and money has to be spent on managing them.

1. Meet Regulatory Requirements

Article 30 del Codi de Comerç requires the storage of certain documents for a period of time.

2. Reduce Costs & Save Space

3. Improve Workflow & Performance

Reasons why archiving is so important

Mixed

Inactive

Semi active

Digital

Depending on the format

Depending on location

Depending on the use

Company file types

ConventionalPaper based

Active

Decentralized

Centralized

+info

+info

+info

Alpha-numerical filing

1204GCE, 5414WIF,

Alphabeltical filing

A, B, C, D, E...

Numerical filing

1,2,3,4,5,6...

Methods of filing or archiving criteria

Chronological filing

22/01/2021, 01/02/2/2021

Subjectical filing

Factures, albarans...

Geographical filing

Ciutat, Part Forana...

Methods of filing or archiving criteria

Names of people and names of companies and institutions.

Alphabeltical filing

1. First surname. (Marcel Gómez, Ivan Guerrero, Edwin Porquer, etc.).

2. If the first surname is the same, consider the second surname.. (Marcel Gómez Bruhns, Iván Gómez Carretero, Aina Gómez Gomila).

3. If the first and second surname are the same, by name. (Gómez Bruhns, Marcel; Gómez Bruhns, Noel; Gómez Bruhns, Sheila).

4. If the surname is compounded, it is joined with a hyphen as if it were simple.. (Hidalgo-Ruiz Díaz, Eva; Valle-Verde Mesa, Elena).

5. If there are surnames with articles or prepositions it can be classified in two ways. Either we consider the preposition or article or we ignore it. Very important: then we must follow the same criteria. (Del Valle, De La Cruz o bè, De La Cruz, Del Valle)

6. Foreign names where we do not know what the name is. They are classified as written. (Lee Chang; Prierre Francois; Sue Lee Ming)

Names of people

Alphabeltical filing

1.The words that define the type of business will not be considered. (Societat, bar, cafeteria, cafè, transports, acadèmia, perruqeria).2. Articles and prepositions accompanying company names will not be considered. ( El Porrón, El Jardín de los Àngeles, La Bonita, El Decápolis)3.The companies best known for their acronyms than for their full name are sorted by their acronyms. (EMAYA, RENFE, UNED, SOIB, INE)

Company names or institutions

Alphabeltical filing

Names of people and names of companies and insititutions.

Main uses

Advantages

Disadvantages

Customer Records, Suppliers, Employees ...

The need to determinate the order word (keyword)

Simple and fast No need for learning.Well known Easy to find.

Alphabeltical filing

It can be ascending (0 to infinity) or descending (from infinity to 0)

Numerical filing

It can be ascending (0 to infinity) or descending (from infinity to 0)

Main uses

Advantages

Disadvantages

Classification of orders, delivery notes, invoices, checks and correspondence.

Difficult to locate if there is no numberingNew documents cannot be inserted between two existing onesIt does not adapt to all documents. Requires index.

Simple and fastIt allows extensionsMistakes are easily detected Easy to check if any document is missing. Accurate and fast.

Numerical filing

It combines alphabetical and numerical classification

The system depends on configuration of the code:

If there are letters first and then numbers (It will be sorted first alphabetically and then numerically)

(DRG1234, ZGT1254, ZGT2347, ZZZ001)

if there are numbers first and then letters.

(It will be sorted first numerically and then alphabetically) (3689 KGV, 8534GTY, 9754ABC)
Alpha-numerical filing

Main uses

Advantages

Disadvantages

Classification of enrollments. Student files. Work orders.

It makes it difficult to assign a subject to a document when it refers to several topics. It is compliant to deal with numbers and letters at the same time..

Quick location Easy to insert new issues between documents

It combines alphabetical and numerical classification

Alpha-numerical filing

Countries, Autonomous Communities, Provinces, Municipalities, Towns and other classification systems

Origin, destination, address, etc.

Geographical filing

Countries, Autonomous Communities, Provinces, Municipalities, Towns and other classification systems

Origin, destination, address, etc.

Geographical filing

Countries, Autonomous Communities, Provinces, Municipalities, Towns and other classification systems

Origin, destination, address, etc.

Geographical filing

Countries, Autonomous Communities, Provinces, Municipalities, Towns and other classification systems

Origin, destination, address, etc.

Geographical filing

Main uses

Advantages

Disadvantages

Companies with different branches. Suppliers or customers of products in different regions. Political organizations, trade unions, associations and NGO's

Requires geographical knowledge. If a document is extracted, it is necessary to record it. It ceases to be practical when the geographical areas increase.

Easy to useAllows easily the introduction of subdivisions. Easy to combine with other classification. General and well-known criteria.

Origin, destination, address, etc.

Geographical filing

This criteria is based on the date of the documents

Chronological filing

Main uses

Advantages

Disadvantages

PayrollsOrders

There is the need to know a date to locate a document. It is necessary to place witnesses when a document is extracted.

SimpleEase of extensionGeneralized and known criteria

This criteria is based on the date of the documents

Chronological filing

This criteria is the content or topic of the files. It is combined with other classification criteria.

Subjectical filing

Main uses

Advantages

Disadvantages

Classification of items in a storeDifferent purchase and sale documents (Orders, Invoices, delivery notes)

Difficulty assigning a subject to a document when it relates to multiple topics.Need to use an auxiliary list for later sorting.

Easy locationEase of inserting new samples between documents.Flexibility to adapt to the needs of the company

This criteria is the content or topic of the files. It is combined with other classification criteria.

Subjectical filing

Let's file!

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archiving methods Effective Document Management: Set of documents produced by a company during the development of its activities, in an organic and automatic way and preserved as a witness to the information Company file The information to strengthen the activities of the company in order to serve as a support for decision making Archiving functions: to access to create to find to store to inform By archiving this non-critical data, you can streamline access to the rest of your data and potentially improve your performance.

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23-24

Customer

ServiceSatisfaction

Customer Service Satisfaction

Consumer response to the evaluation of the perceived difference between expectations and final result after consumption

Tse and Wilton (1988, p. 204)

Judgement of sufficient level of satisfaction offered by a product or service during consumption.

Oliver, (1996, p. 13)

Final psychological state resulting from the disconfirmed expectancy related to initial consumerexpectation.

Oliver (1981, p. 27)

Customer Service Satisfaction : The Definition

3) The evaluation process of satisfaction implies the intervention of at least two stimuli: a result and a reference or standard of comparison.

2) The attainment (satisfaction) of this objective can only be judged by taking a standard of comparison as a reference.

1) The existence of an objective that the consumer wishes to reach.

All the reviewed definitions maintain, in one way or another, that satisfaction implies:

Customer Service Satisfaction : The Definition

Measuring customer satisfaction is beyond the constitution happy customers. Measuring customer satisfaction is about profit and competitive advantage. To achieve long term success in the market, firm should monitor the customer satisfaction signals regarding product, service and relationship.Measuring customer satisfactions provide a comprehensive insight to the customer pre and post purchase behavior. Without this approach understanding, improving and developing better customer services could not be possible.

Is it important to measure it?

Customer Service Satisfaction

Cengiz, E. (2010). Measuring customer satisfaction: must or not. Journal of naval science and engineering, 6(2), 76-88.

To learn how to improve quality and increase customer satisfaction.

Why you measure?

Throughout establish performancestandard and criteria that are quantifiable to evaluate performance againstnumbers and data.

How do you measure?

Throughout the entire company andevery process that has effect on customer satisfaction and quality.

Where do you measure?

All the time.

When must you measure?

Everything and anything thataffects customer.

What must be measured?

The answer is everyone.

Who will measure customer satisfaction?

The measurement program

Saleh, F., & Ryan, C. (1991). Analysing service quality in the hospitality industry using the SERVQUAL model. Service Industries Journal, 11(3), 324-345.

SERVQUAL provides a technology for measuring and managing service quality (SQ). Since 1985, when the technology was first published, it innovators Parasuraman, Zeithaml and Berry, have further developed, promulgated and promoted the technology through a series of publications.(Parasuraman et al., 1985; 1986; 1988; 1990; 1991a; 1991b; 1993; 1994; Zeithaml et al., 1990; 1991; 1992; 1993)

Thus, while the technical problem should not happen, the fact that it was quickly rectified when it did occur becomes a positive aspect in the guest's perception of the hotel and its service. For many reasons therefore it can be argued that of those components that generate the 'service mix', the most important is 'expressive performance', or conviviality of the service. The question thus arises, what are the components of the expressive service? Parasuraman, ZeithamI and Berry [1985] identify ten factors.

Its rooms, reception area, etc.; the interactive service (functional) is the expressive performance of the service, the nature of the greeting, thecare and attention given to the guest; while the third component isthe corporate (image) quality.

Although originally developed for application within the financial services sector, the model is designed to measure those components of service that generate satisfaction within five dimensions.

SERVQUAL MODEL

Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing, 30(1), 8-32.

Parasuraman, ZeithamI and Berry

(3) Competence means possession of the required skills and knowledge to perform theservice. It involves:* knowledge and skill of the contact personnel;* knowledge and skill of operational support personnel;* research capability of the organization.

(2) Responsiveness concerns the willingness or readiness of employees to provide service. It may involve:* mailing a transaction slip immediately;* calling the customer back quickly;* giving prompt service (e.g. setting up appointments quickly)

(1) Reliability involves consistency of performance and dependability. It also means that the firm performs the service right first time and honours its promises. Specifically, it may involve:* accuracy in billing;* performing the service at the designated time.

SERVQUAL MODEL

(4) Access involves approachability and ease of contact. It may mean:* the service is easily accessible by telephone;* waiting time to receive service is not extensive;* convenient hours of operation and convenient location of service facility.

Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing, 30(1), 8-32.

Parasuraman, ZeithamI and Berry

(6) Communication means keeping customers informed in language they can understand, and listening to them. It may mean that the company has to adjust its language for different customers. It may involve:* explaining the service itself and how much the service will cost;* explaining the trade-offs between service and cost;* assuring the consumer that a problem will be handled.

(5) Courtesy involves politeness, respect, consideration, and friendliness of contact personnel (including receptionists, telephone operators, etc.). It includes:* consideration for the consumers property;* clean and neat appearance of public contact personnel.

SERVQUAL MODEL

10) Tangibles include the physical evidence of the service:* physical facilities and appearance of personnel;* tools or equipment used to provide the service;* physical representations of the service, such as a plastic credit card.customers' needs.

Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing, 30(1), 8-32.

Parasuraman, ZeithamI and Bery

(9) Understanding/knowing the customer involves making the effort to understand thecustomer's needs. It involves:* learning the customer's specific requirements;* providing individualized attention.

(8) Security is the freedom from danger, risk, or doubt. It may involve:* physical safety;* financial security and confidentiality

(7) Credibility involves trustworthiness, believability, honesty. It involves having thecustomer's best interests at heart. Contributing to credibility are:* company name and reputation;* personal characteristics of the contact personnel;* the degree of hard sell involved in interactions with the customer.

SERVQUAL MODEL

The reduced Model

An example...

SERVQUAL MODEL

Summary video

Customer presentation

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Presentation  - How can Servqual measure the service quality

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Access Google Forms with a personal Google account or Google Workspace account (for business use).

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Human Resources Los Angeles County 2. (n.d.). https://hr.lacounty.gov/wp content/uploads/2019/11/CustomerServiceGuide20091208.pdf

2023-2024Marcel Gómez Bruhns

Customer ServiceGuideline

Customer Service

14. Thanks

13. Team

7. ...

3.1 In Person

3. Types of Customer Service Interactions

2.2. Listen to your customer

2.1. Ask Appropiate Questions

2. Communicating Effectively

1. Definition

' Customer service is meeting the needs of customersdependably and accurately, in a manner that is timely,responsive, courteous, proactive, and sensitive to thecustomers' needs; projects competence; and buildsrelationships of trust and mutual respect.

Customers are any individuals whose concerns you help to resolve. They include members of the public (external customers) and individuals within your organization (internal customers).

Internal Customers

External Customers

Communicating Effectively

Use communication techniques

Understanding customers' concern(s) by asking appropriate questions, actively listening, and responding appropriately will help them feel valued and likely enhance their level of satisfaction with the service you provide.

Communicating Effectively

2.1.

Open-Ended Questions

Close-Ended Questions

Encourage customers to give a short or single word response. This type of question provides an efficient way for you to gather informatio quickly.However, use close-ended questions sparingly because too many can make the interaction seem cold and impersonal.

Encourage customers to give a complete response in their ownwords. Open-ended questions typically begin with words such as "What" and "How,"which require customers to give more than a single-word response. This type ofquestion is useful at the beginning of a conversation because it allows customers to express their concerns and can help you to formulate more detailed, targeted follow-up questions, if necessary audience's attention.

Ask Appropriate Questions

2.1.

Open-Ended Questions

Close-Ended Questions

Is this your correct address?

What day is the form due?

Did you receive the paperwork?

Do you have access to the Internet?

How may I help you?

What information do you need?

Can you describe what happened?

What happened next?

Ask Appropriate Questions: Examples

2.2.

Effective listening involves more than just hearing what customers say; you must show your customers that you are listening to them.

Listen to your Customer

2.2.

Focus on what your customer is saying and take notes, if necessary.

Avoid performing other work so that you can give your complete attention to your customer.

Be Aware of the signals your customer sends through his/her body language and tone of voice.

Listen to your Customer

Techniques to help you listen to your customer:

2.2.

Respond only after your customer has finished speaking, even if you think you know what he/she will say or have heard similar concerns from other customers.

Paraphrase what your customer says by repeating the information back to your customer in your own words. After paraphrasing, ask your customer if you understood the concern(s) correctly.

Ask follow-up questions if you are unsure about something your customer says or to gain more detailed information regarding his/her concern(s).

Listen to your Customer

Techniques to show that you are listening

We recommend training your voice and rehearsing; the best improvisation happens when you're prepared!

Responsive.

Listen to what matters most to your customer and find the solution that best resolves his/her concern(s) while following organizational policies and procedures.

Personalized.

Provide all appropriate facts, inform your customer about possible problems, make promises you know you can honor, and be accountable for your actions.

Honest and Accurate.

Treat similar issues in a similar manner and do not favor one customer over another.

Consistent

2.3 Respond to your Customer

"As you requested, I will email the notification letter to your office. MayI call you in 15 minutes to make sure you received it?"

Responsive

"The computer problem has been fixed and I will make sure the letter issent out today. If you prefer, I can also email a copy of the notificationletter to your email address on file."

Personalized

"I apologize for the inconvenience. This policy is designed to protect your privacy. I have researched your case and found that your notification letter was delayed because of a computer-related problem."

Honest and Accurate

"I can understand why you would like to receive the information rightaway, but unfortunately it is against policy to discuss this informationover the telephone. Your results can only be provided in writing."

Consistent

2.3 Respond to your Customer

3.Types of Customer Service Interactions

DRESS CODE

6. If an interpreter is required, maintain eye contact with and adress your customeronly. Do not speak to the translator during the conversation

3.1. In Person

5. Always speak in a friendly and respectful manner.

4. Ask for your customer's name and refer to him/her using an appropriate title(e.g., Mr. Smith, Ms. Chang, Captain Flores, etc.).

Facial Expression. Have a relaxed, pleasant, and interested expression on your face to help put your customer at ease.

Body Posture and Movement. Face your customer, nod, and lean forward slightly to show your interest in what he/she has to say.

Hand Gestures. Do not use intimidating gestures such as pointing, folding your arms, or tapping your fingers.

Physical Distance. Keep about three to four feet between you and your customer to provide a comfortable amount of personal space.

3. Introduce yourself by giving your name, if appropriate.

2. Greet your customer by asking questions like, "Hello, how may I help you?" or"Good morning/afternoon, how are you?"

1. Make eye contact and offer a friendly smile.

Pay attention to your:

3.1. In Person

Body language is a nonverbal form of communication that involves the physical movements or gestures you make, some of which are subtle or unintentional.

Body Language

3.2.1. Answering the TelephoneTo start each call with a positive first impression, follow the steps listed below:Step 1: Answer the phone within three rings.Step 2: Greet your customer by saying "Good morning/afternoon" or "Hello."Step 3: Give your name and the name of your department or office.Step 4: Let the customer know that you are ready to help.Do you nee more reasonsto create dynamic content?

3.2. By Phone

3.2.2. Placing Customers on HoldWhen this occurs, use the following steps:Step 1: Ask your customer if you may put him/her on hold. Be sure to wait for your customer to respond.Step 2: Tell your customer approximately how long he/she will be on hold.Step 3: Thank your customer for being patient and then put him/her on hold.Step 4: Once you return, make sure to thank your customer for waiting.

Customer's name and contact information.

Best time to reach the customer.

Customer's question or concern.

3.2. By Phone

3.2.2. Placing Customers on HoldTake into consideration:Try to minimize the amount of time you leave customers on hold. The longer customers have to wait, the more dissatisfied they will become. If a situation arises where you need your customer to be on hold longer than originally intended, return to the line and ask your customer if he/she would like to continue to hold or if he/she would prefer to have you call him/her back at a later time.

3.2. By Phone

3.2.3.Transferring CustomersIf you are unable to provide the information or service that your customer requires, you may need to transfer the call to a co-worker who can help. To provide effective customer service when transferring customers, use the following steps:Step 1: Explain to your customer why you are transferring him/her.Step 2: Provide your customer with the co-worker's name and phone number.Step 3: Obtain your customer's permission before transferring the call.Step 4: Thank your customer for his/her patience.Step 5: Transfer your customer to the appropriate destination.In this situation, you should focus on providing effective customer service to both yourcustomer and your co-worker. When possible, you should let your co-worker know thatyou will be transferring the call, particularly if it covers a complex or unique subject area.This will allow you to provide your co-worker with an overview of your customer'sconcern and any other information that may be useful. Additionally, this may reduce theamount of information your customer has to repeat

3.2. By Phone

3.2.3.4. Taking MessagesOn occasion, a customer may ask you to take a message for one of your co-workers or your supervisor. If this occurs, be sure to ask if you can assist the customer yourself or ask if the customer would like to leave a voicemail message instead. If the customer still wants you to take a message, then record the:

3.2. By Phone

3.2.3.4. Taking MessagesVerify that the information you recorded is correct by repeating it to the customer. If you are not in a private office setting (e.g., an office or empty conference room) and the message contains confidential information, do not repeat the information out loud to thecustomer. Instead, ask the customer to repeat the information to ensure you have the correct message. When finished, deliver the message and any relevant information to your co-worker or supervisor when he/she returns.

3.2. By Phone

3.3. Via e-mail

Use a font with a professional or neutral appearance .

Keep paragraphs short and separated by an extra blank line.

Give directions or emphasize points with bullets or numbering.

Avoid using acronyms or abbreviations whenever possible unless you know that your customers will understand them.

DO NOT CAPITALIZE ENTIRE SENTENCES OR PARAGRAPHS BECAUSE IT CAN BE INTERPRETED AS SHOUTING AND IS OFTEN DIFFICULT TO READ.

Create examples of messages you frequently send to save time and ensure consistency

 If your customer is difficult to reach by telephone (e.g., you have made several unsuccessful attempts to contact your customer or your voicemail messages havenot been returned), email can provide a useful back-up to help ensure that yourcustomer knows that you are trying to make contact. Email is a useful way to record contact attempts and the specific informationprovided to or discussed with your customers. Email messages can be used to confirm information and decisions discussed in person or over the telephone. You can use email messages to share files, notes, and other work-related materials.

Email is a form of communicating with your customer through writing, but when compared to composing and sending a letter, email is more immediate and dynamic.This makes it a particularly useful tool for quickly resolving customer concerns. Listed below are some additional advantages to using email to provide customer service:

Advantages

Use a font with a professional or neutral appearance .

Keep paragraphs short and separated by an extra blank line.

Give directions or emphasize points with bullets or numbering.

Avoid using acronyms or abbreviations whenever possible unless you know that your customers will understand them.

DO NOT CAPITALIZE ENTIRE SENTENCES OR PARAGRAPHS BECAUSE IT CAN BE INTERPRETED AS SHOUTING AND IS OFTEN DIFFICULT TO READ.

Create examples of messages you frequently send to save time and ensure consistency

3.3. Via e-mail

Be careful when selecting your list of recipients. Make an effort to ensure that recipients are limited to only those involved with the subject. This will reduce confusion and unnecessary or inappropriate communication. Additionally, list the names in alphabetical order, by order of relevance to the subject, or by title as a sign of courtesy and respect to each recipient

Recipients (To, CC, BCC)

The subject is a one-line summary of the email that customers can view before opening the actual message. Effective subjects contain a clear, concise phrase that reflects the content of your message. In order for customers to open your message in a timely manner and retrieve it with ease, write a subject that will be meaningful and easy to understand. For example, "Customer Service Improvement Project" is a more meaningful subject than "Project." Additionally, avoid using acronyms or phrases thatare unfamiliar to customers.

Subject

Body

When you have an important or urgent message, you can mark it as "high priority." This option flags your message so that customers know it should be opened before other email messages. Avoid overusing this option because it will lose its intended effect over time. Not all email programs have this feature

Priority

Body

When you have an important or urgent message, you can mark it as "high priority." This option flags your message so that customers know it should be opened before other email messages. Avoid overusing this option because it will lose its intended effect over time. Not all email programs have this feature

Priority

GOAL- Why are you sending the email?RELEVANCE - Did you include enough information without over-explaining?EMOTIONAL TONE - Is the message friendly and respectful?ACTION- Will your customer know what to do after reading your message?TIMEFRAME - Will your customer know when to respond?

Body

According to Karen Leland, an expert in business communication and customer service, using the "GREAT" elements in your emails can help ensure that they appropriately convey your message and achieve effective customer service. You should always consider the

When necessary, you can attach related files to your email message. For example, a customer may ask you to send him/her a form or document through email. Be sure to obtain your supervisor's approval if your customer requests a form or document that you do not usually send by email. Listed below are some additional suggestions for sending files though email:-Be sure the file size is manageable so it loads quickly and does not take up too much space in your customer's mailbox.-Explain the reason why you are sending the attachment.-Inform your customer of the type of file contained in the attachment. Some of the commonly used files includeo Word processor documents (.doc).o Portable document files (.pdf).o Scanned photographs or images (.jpeg or .tif).-Follow-up with your customer after sending a file to verify that he/she received itand was as able to open it. Offer to answer any questions he/she may have.

Attachments

STEP 5: Follow up with the appropriate individuals.

STEP 4: Thank your customer for sharing his/her concern(s).

STEP 3: Resolve the concern.

STEP 2: Empathize with customers and be supportive.

3,37%

808€

24.808€

24.000€

2,46%

1.231€

51.231€

50.000€

STEP 1: Allow customers to express their frustration.

General and administration expenses

Revenue

The 5-Step Process for Resolving Customer Concerns

It is common for customers to want to express their feelings of frustration. Allowing them to talk about these feelings, or "vent" as it is sometimes called, shows them that you care and are interested in working with them to resolve their concerns. Actively listening to their concerns (e.g., maintaining eye contact, asking appropriate questions, paraphrasing, etc.) will likely reduce their level of frustration and help build their trust in your ability to resolve their concerns. Ignoring their feelings or telling them to "calm down" often makes the situation worse and escalates their level of frustration.

STEP 3: Resolve the concern.

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STEP 1: Allow customers to express their frustration.

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The 5-Step Process for Resolving Customer Concerns

STEP 2: Empathize with customers and be supportive.

STEP 2: Empathize with customers and be supportive.

"I'm only following the rules."

"I just work here."

"This isn't my fault."

"This isn't my problem."

Empathy is a form of listening that focuses on recognizing or understanding your customers' points-of-view, or in other words, "putting yourself in their shoes." It is helpful to show your support by acknowledging the problem and expressing empathy. Empathy is strongly communicated through the tone of your voice. Be genuine and use language that is appropriate for your customers' levels of understanding (i.e., do not "talk over" or "talk down" to your customers).

STEP 3: Resolve the concern.

"I can understand why you feel that way."

"I know that this can be very frustrating."

"I can see where you're coming from."

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The 5-Step Process for Resolving Customer Concerns

Do not use the following phrases as they tend to reflect a lack of care or interest:

STEP 2: Empathize with customers and be supportive.

When possible, give customers choices and explain the pros and cons of each option. If appropriate, ask the customer to describe the solution he/she seeks.This approach empowers your customers and helps them believe that you are working with them rather than forcing them to accept your solution.

After you agree on a solution, confirm it with your customers to ensure that they clearly understand it. When customers understand the actions you are taking and the processes related to the situation, they will be more likely to work with you and accept the results you can achieve.

Do not lie, misrepresent information, or promise things you cannot deliver in order to reduce customers' frustration. While this strategy may satisfy customers at first, it will ultimately damage their trust in you and damage their opinion of the organization. It is critical to be realistic about what you can or cannot do.

Listed below are some phrases that may help to show empathy:

STEP 3: Resolve the concern.

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The 5-Step Process for Resolving Customer Concerns

STEP 3: Resolve the concern.

STEP 3: Resolve the concern.

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The 5-Step Process for Resolving Customer Concerns

STEP 4: Thank your customer for sharing his/her concern(s).

STEP 3: Resolve the cncern.

Thanking your customer for bringing problems to your attention demonstrates the value you place on the customer experience. Be sure to notify your supervisor if you notice any themes or common issues in customer concerns. The information collected from customer concerns can help to improve current and future organizational polices and procedures.

STEP 3: Resolve the concern.

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The 5-Step Process for Resolving Customer Concerns

STEP 5: Follow up with the appropriate individuals.

STEP 3: Resolve the cncern.

Explain that you are unsure of the answer to his/her question but will find out and follow up with him/her within a reasonable timeframe. Depending on the complexity of the concern, tell the customer when he/she can expect to receive a response from you.

Inform your customer that you are unable to perform the service and offer to refer him/her to a co-worker who can provide the desired service or a similar service that may resolve the concern(s). Depending on the complexity of the concern, tell the customer when he/she can expect to receive a follow-up response from you.

Explain that a specific request is against policy, collect any additional information to help understand your customer

After a solution has been agreed upon, work to ensure that it is put into action. This will require you to follow-up both with your customer and with any other individuals who may have been involved in implementing the solution. Be sure to also ask your customer if the solution was effective in resolving his/her concern

STEP 3: Resolve the concern.

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The 5-Step Process for Resolving Customer Concerns

Even when you cannot resolve your customer's concern, you can still provide effective customer service. When this occurs, be considerate when explaining the situation to your customer and offer alternative solutions that can still be helpful. For example,

STEP 3: Resolve the cncern.

STEP 3: Resolve the concern.

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When You Cannot Resolve Your Customer's Concern

Let's delivery your best customer service!

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Alpha, Bravo, Charlie, Delta, Echo, Foxtrot, Golf, Hotel, Indiana, Juliet, Kilo, Lima, Mike, November, Oscar, Papa, Quebec, Romeo, Sierra, Tango, Uniform, Victor, Whiskey, X-ray, Yankee, Zulu make up the 26 words of the NATO phonetic alphabet.

Here we explain what the phonetic alphabet is, how it helps customer service teams, and its role in CX.

What Is the NATO Phonetic Alphabet?

The phonetic alphabet is a list of 26 words, each beginning with a different letter of the alphabet. When spoken out loud, each word represents the letter that it begins with.

Less commonly known as the "military alphabet" or the "spelling alphabet", the phonetic alphabet is often used to clear up any misunderstanding over the pronunciation of letters.

This can be very helpful in day-to-day life, as I'm sure we've all mistaken an "M" for an "N" or a "B" for a "P". But it can be even more beneficial in the contact centre environment.
A for Alpha, B for Bravo, C for Charlie, D for Delta...
Here is the phonetic alphabet, as first introduced by NATO in 1955:

It Is Different in the US and France!

While many English-speaking countries and other European countries use the NATO phonetic alphabet, many use different versions - with the US and France being notable exceptions.

In the US, it is common to use names and cities to identify the letter at the start of the word, while the police use a different phonetic alphabet than the military, which is just as common.

Below is the New York Police Dept. Phonetic Alphabet, which is sometimes used in US contact centres.

In certain other countries, including France, however, there is no "standard" phonetic alphabet. Instead, French contact centres often use names that are appropriate for their customer base.

For example, a French contact centre could use the following names as a phonetic alphabet when dealing with customers.

Creating a set of names like this can be a great alternative if you handle calls from international customers and where English is sometimes not best understood.

When the Phonetic Alphabet Can Be Extremely Useful in the Contact Centre

Ever found yourself wondering what p is in the phonetic alphabet and substituting with a clumsy alternative of 'pen' or 'park' instead of professionally saying 'papa'?

That's why the phonetic alphabet is a great contact centre tool, as following the principle of checking information to make sure you get it right is a fundamental part of good customer service.

While some organizations may see the phonetic alphabet as being too formal a tool to coach advisors, there is no doubt that a tool designed to clarify communication can be beneficial.

In fact, here are three contact centre scenarios for when using the phonetic alphabet can prove itself to be very helpful.

1. To record customer information - The phonetic alphabet can help you to spell difficult names and get email addresses and postcodes right, making it easier to clarify information with customers during phone calls.

2. To share information with customers - When sharing web links or passing on any other information, it is good to use the phonetic alphabet to avoid any misunderstanding - particularly with vulnerable customers who may have hearing difficulties.

3. To break down language/accent barriers - It is a good way to overcome any barriers when the customer's English is a problem, ensuring accurate communication.

However, there are more benefits than just clearing up conversations, as we explore below...

The Hidden Benefits of Using the Phonetic Alphabet

When you, as an advisor, use the phonetic alphabet, it demonstrates that you pay attention to detail, want to get it right first time and conduct yourself in a professional manner.

If the customer perceives you as knowing your stuff, as suggested by a good knowledge of the phonetic alphabet, they are less likely to challenge your ideas...

Each of these attributes is desirable in an advisor, and if the customer perceives you as knowing your stuff, as suggested by a good knowledge of the phonetic alphabet, they are less likely to challenge your ideas and recommendations.

When this happens you improve both professionalism and contact centre efficiency simultaneously.

Also, you can improve efficiency through improving data accuracy, as you are much more likely to accurately record customer information by using the phonetic alphabet.

Why NOT Using the Phonetic Alphabet May Cost Your Business

While so far we've only talked about the benefits of using the phonetic alphabet, there are drawbacks to not using this coaching tool at all.

The obvious drawbacks are risking errors in communication and data recording. Remember, these errors have a cost, both in terms of losing customers and reputation.

Story time now!

In August, I had a car puncture on a motorway while crossing the Prince of Wales bridge. I pulled over and, as I had breakdown and accident cover, phoned my provider.

I told the advisor where I was using a code on a nearby driver location sign, such as are located every 500 metres along English/Welsh motorways.

The advisor told me that a recovery vehicle was on the way and it would be 45 minutes. After an hour and a half, I phoned back, only to realize that the advisor had taken down the code wrong - the recovery vehicle had gone to the wrong bridge.

Once the mistake had been rectified, I had to wait for a new driver. All in all, I was waiting on the side of a dangerous motorway for almost four hours, losing half a day's pay.

Not only will I being reconsidering my breakdown cover provider, imagine the cost to that organization of that simple mistake in terms of staffing and petrol also.

So, while the phonetic alphabet may be considered overly formal for some organizations, consider the problems that you may face if you are not coaching this tool.

Training the Phonetic Alphabet

One barrier to using this coaching tool in the contact centre is that it is difficult to find an engaging way to coach advisors on the phonetic alphabet.

There are no fun training exercises that have become a key staple of every contact centre's training plan, but that doesn't mean that you can't get creative!

For example, you can use training sessions to get advisors to spell their names using the phonetic alphabet or you can spell out instructions using the phonetic alphabet and ask advisors to "decode" them.

We can ask advisors to spell out other things using the phonetic alphabet, such as where they live, where they last went on holiday and so on.

Also, we can ask advisors to spell out other things using the phonetic alphabet, such as where they live, where they last went on holiday and so on.

We can add these as quick little tests to our refresher training sessions or into fun quizzes, which we design to be fun and pacy to re-engage advisors.

Let Advisors Have Fun With It!

Engaging advisors with the phonetic alphabet is a tricky task, but there are no hard rules of sticking to the words used in NATO's commonly used "edition". In fact, our readers tell us it can be more fun to mix things up a little.

Although they usually stick to the "traditional" phonetic alphabet, the agents do sometimes substitute their own when necessary like A = apple. It does get quite creative!
Charles Williams

Charles Williams of Forum Events says: "I have had my agents learn it as part of their training. Although they usually stick to the "traditional" phonetic alphabet, the agents do sometimes substitute their own when necessary like A = apple. It does get quite creative!"

While this may take away from the professionalism of it all, particularly if you are part of a high-end brand, it can be a nice way for advisors to clarify things without knowing the phonetic alphabet off by heart.

However, Diane Banister of Intelligent Dialogue, does warn us: "I've heard "N" for knickers on my travels, which is wrong on so many levels!"

There are other ways to make the phonetic alphabet fun, though, potentially by asking advisors to add to illustrations of the 26 words across the contact centre walls.

This idea can be a nice hack for teaching advisors the phonetic alphabet, while it may also be good to make it available on advisor desktops, just in case the word for one letter slips their mind.

Or you could perhaps create a song that includes each word of the phonetic alphabet - that would no doubt lead to a memorable coaching session.

Good luck!
To find out more ways to improve contact centre interactions, read our articles:

Recommended Articles

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Alpha, Bravo, Charlie... What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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Alpha, Bravo, Charlie, Delta, Echo, Foxtrot, Golf, Hotel, Indiana, Juliet, Kilo, Lima, Mike, November, Oscar, Papa, Quebec, Romeo, Sierra, Tango, Uniform, Victor, Whiskey, X-ray, Yankee, Zulu make up the 26 words of the NATO phonetic alphabet. Here we explain what [&hellip.

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Wysocki, A. F., Kepner, K. W., & Glasser, M. W. (2001). Customer complaints and types of customers. University of Florida Cooperative Extension Service, Institute of Food and Agriculture Sciences, EDIS.

Communication & Customer Service 23-24

Customer complaints & Customer types

01

The handling of customer complaints is an important component of providing Superior Customer Performance. Three important aspects of the complaint process are:1. Actively seeking customer complaints.2. Recognizing the type of customer that is complaining3. Responding appropriately based on the type of complainer.

Customer Complaints and Types of Customers

01

It is important to realize that organizations that are totally customer-focused do not just respond effectively to customer complaints; they actively seek them out. What specific activities does your organization utilize to provide customers with easy opportunities to register their dissatisfaction?Are these activities sufficient? Remember, research indicates that for every complaint expressed there are over 25 unregistered complaints. Many dissatisfied customers just quietly take their business elsewhere

Actively Seeking CustomerComplaints

02

At least five types of complainers can be identified. Each type is motivated by different beliefs, attitudes, and needs.Consider the following definitions of the types of complainers, how one might respond to them, and the danger of nothandling complaints effectively.

Types of Complainers and How toRespond Effectively

response

Must work hard at soliciting comments and complaints and act appropriately to resolve complaints.

The Meek Customer

Types of Complainers and How toRespond Effectively

Generally, will not complain.

characteristics

DANGER

Listen completely, ask: "what else?," agree that a problem exists, and indicate what will be done to resolve it and when.

response

Being aggressive in return. The Aggressive Customer does not respond well to excuses or reasons why the product or service was unsatisfactory.

The Aggressive Customer

Types of Complainers and How toRespond Effectively

Readily complains, often loudly and at length

characteristics

response

Is interested in results and what you are going to do to recover from the customer service breakdown.Always listen respectfully and actively and question carefully to fully determine cause. Ask: "what else?" and correct the situation. Like the Aggressive Customer, the High-Roller Customer is not interested in excuses.

The High-Roller Customer

Types of Complainers and How toRespond Effectively

Expects the absolute best and is willing to pay for it. Likely to complain in a reasonable manner.

characteristics

Remain unfailingly objective. Use accurate quantified data to backup your response. Be sure the adjustment is in keeping with what the organization would normally do under the circumstances. Consider asking "What can I doto make things right?" after the first "not good enough."

response

The Rip-Off Customer

Types of Complainers and How toRespond Effectively

The goal is not to get the complaint satisfied but rather to win by getting something the customer is not entitled to receive. A constant and repetitive "not good enough" response to efforts to satisfy this customer is a sure indicator of a rip-off artist.

characteristics

response

Extraordinary patience is required. One must listen carefully and completely and never let one's anger get aroused. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive. Unlike the Rip-Off Customer, most Chronic Complainer Customers will accept and appreciate your efforts to make things right. This customer wants an apology and appreciates it when you listen. Tends to be a good customer (in spite of his constant complaining) and will tell others about your positive response to his complaints.

The Chronic Complainer Customer

Types of Complainers and How toRespond Effectively

Is never satisfied; there is always something wrong. This customer's mission is to whine. Yet, he is your customer, and as frustrating as this customer can be, he cannot be dismissed.

characteristics

The Aggressive Customer

02

Let's role play!

03

The High-Roller Customer

05

The Chronic Complainer Customer

04

The Rip-Off Customer

01

The Meek Customer

Customer Service

¡Thanks!

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Wysocki, A. F., Kepner, K. W., & Glasser, M. W. (2001). Customer complaints and types of customers. University of Florida Cooperative Extension Service, Institute of Food and Agriculture Sciences, EDIS. Communication & Customer Service 23-24 Customer complaints & Customer types 01 The handling of customer complaints is an important component of providing Superior Customer Performance.