Business travel is a journey undertaken by the employee / employee of an institution / company related to the duties of an institution / company related to official job duties. Official job duties are related to the job duties of the institution / company concerned.
A business trip is a journey undertaken by the employee / employee of an institution / company related to business interests.
So a business / office leadership is a journey undertaken by the leadership of an institution or company in order to carry out official duties / tasks the company's business.
After leaders told about his departure, the secretary must pay attention to the following matters:
1. Purpose of trip
2. The date of departure and return
3. Date, time, place and with anyone leaders make the appointment / principal activities of travel agencies / businesses.
4. Preparation of transportation and travel documents
5. Hotel / inn desired
6. Transport what is required of each visit, the city of destination
MAKE WORK SCHEDULE / ACTIVITIES LEADERS / LEADERS WORK AGENDA
Work schedule / agenda of the leadership can be made with columns of varying shapes depending on the tastes of companies / offices respectively.
But in essence the same basis that the column consists of:
Number, day and date, time, description of the activities and information.
AGENDA WORK / ACTIVITY LEADER
PT PEARL OF LOVE
Jalan Mawar 421
SURAKARTA
PERIOD ............................ S / D .................. .............
NO
DAY DATE
TIME
DESCRIPTION OF ACTIVITIES
INFORMATION
Surakarta, ........................
Secretary
...............................................
LETTER OF TASK
Letter assignment is an assignment letter containing an official / employee to carry out special tasks given by the office / company concerned.
The sections consist of letter of assignment letter head, letter and letter feet.
How to compose a letter of assignment:
1. Choose a form letter in accordance with the guidelines for the determination of correspondence in the office concerned.
2. Write a letter head if the paper used is not use letterhead.
3. Designing introductory paragraphs appropriately.
4. Designing a paragraph of content / core that contains the identity of the assignor, duty bearers, etc. The types of tasks.
5. Designing a concluding paragraph.
6. Write a letter feet.
7. Typing draft letter that has been initialed
8. The signing of the letter of assignment.
WARRANT BUSINESS TRAVEL / DEPARTMENT (SPPB / SPPD)
SPPB / SPPD is a letter that contains the assignment to the region within a predetermined time and at a cost of office / company / country.
Parts warrants a business trip consists of letterhead, letter and letter feet. The data that must be included in the contents of the letter are:
1. The official who gave the command
2. The name and identity of the receiving order
3. The purpose of the trip office / business
4. Transport used
5. Duration of trip
6. The purpose of the trip
7. Travel expenses
8. Remarks
BUSINESS TRAVEL SCHEDULE
Schedule a business / office is a list perinian trip that will be passed to the task.
List of trips made in 4 (four) to be given to the leadership, colleagues and secretaries. The goal is to know that the leadership was traveling on business or department.
The things that must be considered in managing a business / office is:
1. Purpose of trip
2. State the purpose
3. Type of travel
4. What kind of services / facilities to be used
5. Plan your appointments and purposes
6. Date, time, day of departure and return.
How to create tangible business trip schedule columns of diverse shape / model, but basically the same.
The column consists of:
1. Serial number
2. The day, date, time
3. airfield / station
4. Flight number / train
5. Arriving at the destination city / point of interest
6. Hotel / inn
7. Activity.
Rabu, 30 November 2016
Meetings (Asking for dan giving opinions)
HOW TO HANDLE CUSTOMER COMPLAINTS
Customer complaints are inevitable, no matter how streamlined your business. They must always be acknowledged and dealt with effectively. By ignoring or dismissing complaints, you are effectively telling the customer that you don’t value their opinions.
Many business owners see complaint management as a time-consuming and frustrating process. However, by developing an efficient system, complaints can be resolved quickly and easily.
Find more at: http://www.skillsyouneed.com/rhubarb/dealing-with-complaints.html#ixzz4RYoC9fwR
Many business owners see complaint management as a time-consuming and frustrating process. However, by developing an efficient system, complaints can be resolved quickly and easily.
Here is a step-by-step guide to dealing with dis-satisfied customers.
Taking the Complaint
- When a customer first makes a complaint, take a step back. It can be difficult to remain impassive in the face of criticism, but an emotional response will only serve to irritate the customer further.
- Give the customer your full attention and listen to the whole problem before responding. Put yourself in their shoes - if you had a problem, you would want someone to listen to you. Appearing disinterested, or attempting to argue back, will only exacerbate the situation.
- Don’t jump the gun. You might deal with complaints on a regular basis, and may well have handled a similar situation before. However, for the customer, their complaint is unique to them. Treat them as an important individual by listening to their problem in full.
- Try to understand. In the face of a complaint, it’s easy to be defensive - particularly if you don’t believe you’re at fault. However, you have to put yourself in the customer’s shoes. If you were on the receiving end of their experience, would you personally be satisfied?
- Always use your initiative when dealing with complaints. If the blame lies with one particular member of staff, it is often best to remove the customer from their presence. This can defuse tension and emotion, and help the customer to re-evaluate their anger.
- However, never pass the customer around from person to person. Each complaint should ideally be handled by one staff member. Therefore, you should always ensure that the person assigned to the case has the authority to deal with the situation.
Finding a Solution
- Once the customer has aired their grievance, you should immediately give a sincere apology. Any number of factors could have contributed to the issue, and you might not be at fault. However, you need to take responsibility for the problem. Sometimes, an apology is all it takes to placate an angry customer.
- Customers never want to hear excuses. However, you are fully entitled to briefly explain why they didn’t receive the standard of service they expected. This should take place after you’ve listened to their complaint and made an apology.
- Sometimes, a complaint will be followed by a request for compensation - typically a refund or a voucher. However, customers often haven’t planned beyond making the initial complaint. In these cases, ask the customer for their desired outcome. This makes them feel both involved and valued.
Every business should have a contingency plan in place for customer complaints.
Create something you can quickly and easily offer as a consolatory gesture, such as money-off vouchers or a free product.
Useful Tips for Dealing with Complaints
- Try to remain calm when dealing with a complaint - even if the customer becomes irate or confrontational.Your ultimate aim is to turn their negative experience into a positive one, but arguing back will only make the situation worse.
- Complaints should always be resolved as quickly as possible.The aim is to make the customer feel as though their problem is being treated as a priority, without being rushed.
- Keep comprehensive records of all customer complaints, from the initial problem to the eventual solution.You can then periodically assess these records, identifying any common complaints, and taking steps to improve company processes.
- All customer-facing staff members should be trained to deal with complaints.If possible, give your employees some authority when it comes to issuing refunds or other consolatory gestures. Forcing the customer to wait for a manager can make a bad situation worse.
Businesses live or die by their reputations
Unfortunately, it’s not always possible to prevent poor customer experiences. However, by handling any complaints quickly and effectively, it’s possible to salvage negative situations.
Find more at: http://www.skillsyouneed.com/rhubarb/dealing-with-complaints.html#ixzz4RYoC9fwR
Meetings (Giving a report)
Prepare a Report about a Product and How to Develop it
Many people are often still confused with the term marketing research. Marketing research (marketing research) often still equated with market research (market research), even though both are different terms. Market research focused on the market which have been specifically determined. Meanwhile, marketing research has a wider meaning. Marketing research is not only focused on aspects of the market or product, but also includes things beyond that. In short, market research can be called as part of a marketing research.
Marketing research has three main functions for the company, namely:
A. Evaluating
The function of the first marketing research is evaluating. Marketing research conducted for this function is typically used to evaluate marketing programs that have been done before. Evaluating the marketing research function is also included when the company wanted to do a review of brand positioning compared to competitors' products.
B. Understanding
The second function of marketing research is understanding. The function of marketing research is emphasizing the goal to understand the customer as one insight or input is very important for the company. By understanding the consumer, the company will find out what the needs and complaints of consumers. In carrying out this function is, the marketing research conducted usually is research depicting portraits habits and consumer behavior as well as their hopes and grievances against the product.
C. Predicting
The third marketing research function is predicting. Marketing research function is a function of the latter is actually the most difficult to do. The world is full of uncertainty, so that the prediction made in marketing research is risky because it is very relative. When a brand wants to target the new market, the marketing research is always used as the main reference material. Likewise when the company wanted to devise new marketing strategies, marketing research is still a major assessment.
what we have to prepare when we want to sell a product or service? We must have the tricks of telling for prospective customers interested and want to buy the products or services that we offer. If from the beginning of the prospective consumers are not interested in the products or services that we offer, how they want to buy? How can they believe in the product or service?
To answer these kinds of questions, you should prepare a "sales presentation". Sales presentation should be prepared appropriately for the target to whom you want to buy a product or service. This presentation is so important and a beginning that will determine your end result.
Sales presentation this time packed in the concept of "Stand Up Selling". Stand up selling teach you how to open a fascinating presentation, prospective customers know the problems, provide solutions, and make your prospects buy your products or services you offer.
The final goal of the "Stand Up Selling" is selling. To do this, follow these courses to sharpen your skills and learn more tips in selling.
source :http://ciputrauceo.net/blog/2016/4/28/riset-pemasaran-dan-cara-menyusun-riset-pemasaran
Many people are often still confused with the term marketing research. Marketing research (marketing research) often still equated with market research (market research), even though both are different terms. Market research focused on the market which have been specifically determined. Meanwhile, marketing research has a wider meaning. Marketing research is not only focused on aspects of the market or product, but also includes things beyond that. In short, market research can be called as part of a marketing research.
Marketing research has three main functions for the company, namely:
A. Evaluating
The function of the first marketing research is evaluating. Marketing research conducted for this function is typically used to evaluate marketing programs that have been done before. Evaluating the marketing research function is also included when the company wanted to do a review of brand positioning compared to competitors' products.
B. Understanding
The second function of marketing research is understanding. The function of marketing research is emphasizing the goal to understand the customer as one insight or input is very important for the company. By understanding the consumer, the company will find out what the needs and complaints of consumers. In carrying out this function is, the marketing research conducted usually is research depicting portraits habits and consumer behavior as well as their hopes and grievances against the product.
C. Predicting
The third marketing research function is predicting. Marketing research function is a function of the latter is actually the most difficult to do. The world is full of uncertainty, so that the prediction made in marketing research is risky because it is very relative. When a brand wants to target the new market, the marketing research is always used as the main reference material. Likewise when the company wanted to devise new marketing strategies, marketing research is still a major assessment.
what we have to prepare when we want to sell a product or service? We must have the tricks of telling for prospective customers interested and want to buy the products or services that we offer. If from the beginning of the prospective consumers are not interested in the products or services that we offer, how they want to buy? How can they believe in the product or service?
To answer these kinds of questions, you should prepare a "sales presentation". Sales presentation should be prepared appropriately for the target to whom you want to buy a product or service. This presentation is so important and a beginning that will determine your end result.
Sales presentation this time packed in the concept of "Stand Up Selling". Stand up selling teach you how to open a fascinating presentation, prospective customers know the problems, provide solutions, and make your prospects buy your products or services you offer.
The final goal of the "Stand Up Selling" is selling. To do this, follow these courses to sharpen your skills and learn more tips in selling.
source :http://ciputrauceo.net/blog/2016/4/28/riset-pemasaran-dan-cara-menyusun-riset-pemasaran
Presenting (visual information)
Visual aids
The most common technique for making lectures and presentations more interesting and effective is the use of visual aids. Lecture can be a tedious and not be an effective way to deliver lessons. Visual aids are used in presentations and lectures to illustrate the subject, helping to overcome the monotony, providing a visual stimulant to reinforce what is being heard by learners. Visual aids are very common are:
How presenters and lecturers assessed by the participants?
Making presentations and delivering lectures can be a very daunting experience, especially since most of us who have received speeches in the past. It would be very good to remember how we might be judged or received by our audience. There are three main areas on which a speaker's competence may be judged:
Knowledge: technical competence and practical experience
Design and delivery: the "performance", including: voice control; eye contact, body language, use and support of audio-visual; facilitation in the discussion; effort to make learning fun
Spirit: interest in the subject; listening skills; the ability to answer the questions
How to make lectures and presentations more interactive
Lectures can be the most appropriate way to obtain factual information that a lot of groups of people. However, this study should not require conversation (monologue) the length of the speaker, as there are ways of breaking up the delivery to add variety and interest. Here are some suggestions:
Interruptions (short stop) lecture with questions to the class
Make a series of mini lectures and class activities
Make small groups (buzz groups) - set a specific question and ask the learners to discuss it in pairs
Provide partial handouts to be fitted (filled) by the class during the lecture
Give the class a short piece of relevant reading
Give the class quiet time (time to think: ask learners to read their notes, think about a problem, or summarize an idea in their heads)
The most common technique for making lectures and presentations more interesting and effective is the use of visual aids. Lecture can be a tedious and not be an effective way to deliver lessons. Visual aids are used in presentations and lectures to illustrate the subject, helping to overcome the monotony, providing a visual stimulant to reinforce what is being heard by learners. Visual aids are very common are:
- Overheads (also known as OHP, slides or transparencies)
- slide photo
- Powerpoint presentation
- Objects, pictures or documentation which is handed around the class but not a handout
- For more detail on developing effective visual aids will be given in the Teaching aids section.
How presenters and lecturers assessed by the participants?
Making presentations and delivering lectures can be a very daunting experience, especially since most of us who have received speeches in the past. It would be very good to remember how we might be judged or received by our audience. There are three main areas on which a speaker's competence may be judged:
Knowledge: technical competence and practical experience
Design and delivery: the "performance", including: voice control; eye contact, body language, use and support of audio-visual; facilitation in the discussion; effort to make learning fun
Spirit: interest in the subject; listening skills; the ability to answer the questions
How to make lectures and presentations more interactive
Lectures can be the most appropriate way to obtain factual information that a lot of groups of people. However, this study should not require conversation (monologue) the length of the speaker, as there are ways of breaking up the delivery to add variety and interest. Here are some suggestions:
Interruptions (short stop) lecture with questions to the class
Make a series of mini lectures and class activities
Make small groups (buzz groups) - set a specific question and ask the learners to discuss it in pairs
Provide partial handouts to be fitted (filled) by the class during the lecture
Give the class a short piece of relevant reading
Give the class quiet time (time to think: ask learners to read their notes, think about a problem, or summarize an idea in their heads)
Describing Trends, Graphs, And Changes
In the business context, you may have to describe trends in reports, meetings, and presentations. In everyday life, you could describe changes in any subject because things change all the time!
Describing changes and trends generally consists of three parts:
- Use a verb (or an adjective and a noun) to describe movement
- Describe the speed or size of the movement
- Explain the reason or consequence of the change
You can also view it this way: Verb + Speed or Size + Result/Reason/Consequence
Example
In 2011, Samsung's profits increased considerably thanks to its successful Galaxy S series.
Example
In 2011, Samsung's profits increased considerably thanks to its successful Galaxy S series.
Part 1
Here are some verbs you can use to describe change and movement.
Upward Movement
To climb
To rise
To go up
To improve
To pick up
To recover
To increase
To reach a peak
Downward Movement
To fall
To decline
To bottom out
To decrease
To drop
To plummet
To deteriorate
To hit a low
To slip back
To do down
Horizontal Movement
To even out
To remain stable
To stabilize
Part 2
Here are some adjectives and adverbs you can use to describe the speed and size of change.
Speed of Change
Rapid - Rapidly
Slow - Slowly
Sudden - Suddenly
Sharp - Sharply
Steady - Steadily
Gradual - Gradually
Fast - Quickly
Size of Change
Noticeable - Noticeably
Substantial - Substantially
Considerable - Considerably
Slight - Slightly
Significant - Significantly
Dramatic - Dramatically
Negligible - Negligibly
Part 3
Here are some expressions you can use to express reason, consequence, and result:
- As a result of
- Due to
- Because of
- Was the reason for
- Caused
- Resulted in
- Explains
- Accounts for
- That is why
- Consequently
- So
- Thanks to
Time Expressions You Can Use
- In January / In 2011
- In Q1 / Q2 / Q3 / Q4 (In the first quarter / second quarter / third quarter / fourth quarter)
- From January to March
Examples
- Apple's sales increased significantly due to the launch of the iPhone 4.
[verb + adverb construction]
There was a significant increase in Apple's sales due to the launch of the iPhone 4.
[adjective + noun (word) construction]
- Our turnover remained stable in January and February. However, in March and April, it dropped suddenly as a result of the financial crisis.
[verb + adverb construction]
In March and April, there was a sudden drop in our turnover as a result of the financial crisis.
[adjective + noun (word) construction]
Showing understanding and suggesting solutions
Showing understanding and suggesting solutions
Business Result
Starting at the top one, take turns explaining your situation to your partner and responding to theirsuggestions about what you should do.
Situation 1
You’ve applied for three promotions and didn’t get any because your English isn’t
good enough, but the company hardly ever pays for English courses.
Your company rarely or never advertises jobs internally, and sometimes long after advertising themexternally.
Situation 2
Your project manager only gives negative feedback.
Annual appraisals don’t always happen, perhaps because the managers don’t
like doing them.
Some managers have bad communication skills.
Situation 3
You only got one week of training when you first joined the company, and nothing since then.
I can rarely ask my colleagues questions because I am always out visiting customers.
All my projects are very different, so it’s difficult to be an expert in all those
different things.
Situation 4
People don’t work together as a team. There’s an Employee of the Month award,
but it just makes people more selfish.
All the situations above are actually in one company. Work together to decide how the company’s systems should be changed.
Source :
Invitations and Offers
1. Invitations
Here are some useful phrases to make and accept invitations in English.
· Inviting
Invitations are often structured into three parts: asking the person if they're free, saying what the event is, then inviting the person to attend. For example:
"What are you doing next Saturday? We're having some people over for a meal. Would you like to come?"
"Have you got anything on for this evening? A couple of us are going to the pub after work if you'd like to come."
(to have something on = to have an arrangement)
Other ways to make an invitation:
"Are you free next Thursday?"
"Are you doing anything next weekend?"
"Would you be interested in coming to the cinema with me tonight?"
"How do you fancy going out for a meal at the weekend?"
"Do you fancy coming to the cinema with us on Tuesday?"
"Would you like to join Sally and I for a bite to eat after work?"
· Accepting
If your invitation starts with a phrase like:
"Would you like to…"
You can reply:
"I'd love to, thanks."
"That's very kind of you, thanks."
"That sounds lovely, thanks."
If the invitation begins:
Do you fancy coming to the cinema tonight?
You can accept with:
"What a great idea, thanks."
"Sure! What's on?"
"Yeah, why not!" (this can sound a little unenthusiastic, so use it with good friends.)
· Declining
"Would you like to come over for dinner on Saturday?"
"That's very kind of you, but actually I'm doing something else on Saturday."
"Well, I'd love to, but I'm already going out to the cinema."
"I'm really sorry, but I've got something else on."
"I really don't think I can – I've planned to go away that weekend."
1. Offers
2.1 What is an offer?
An offer is a statement of the terms which the client (the offeror) is prepared to be contractually bound. The offer must be complete, specific and capable of being accepted. It must include the fundamental terms of the agreement with the intention that no further negotiations are to take place. Client offer contractor the work and therefore the contractor must carry out the work under the client’s terms and conditions. It is possible to make a conditional offer. The effect of this is that an offer cannot be accepted if the condition has not been satisfied. For example the client requires the contractor to have a specific tool or machine before an offer can be made.
2.2 Termination of offer
An offer may be terminated or revoked if:
The offer is withdrawn or revoked at any time prior to acceptance provided there has been communication between the client and the contractor;
The client making the offer dies;
Failure of a condition;
A reasonable period of time has elapsed – a time limit is specific on the offer made.
2.3 Acceptance
A fully binding contract is only formed if an offer is accepted. Acceptance is a final and unqualified acceptance of all the terms of the offer. The offer must be accepted without introducing any new terms. Acceptance does not take place until communicated to the client making the offer. Communication of acceptance is the moment when the contract is formed and the acceptance must be in the form of designated by the client.
Source :
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