This is a draft cheat sheet. It is a work in progress and is not finished yet.
Acronyms
PCNA |
BP |
CSS |
PSMP |
TREAD |
GCCS |
CPO |
tequipment |
CCPA |
ACW |
ACD |
WFO |
WoF |
AHT |
ASA |
WFM |
PPN |
PCCB |
CFRP |
NADA |
SSI |
CSI |
OBP |
VIN |
C@P |
MY |
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Common Phrases while on Call
Questions Guidelines
type: |
Recall/Clarifying |
Closed |
Leading |
Open |
def: |
getting info |
yes or no, limited info |
points a person toward something with certain perspective |
more info than closed, more room for narrowing in, set up frame of mind, opinions and feeling, control goes to respondent |
ex: |
"What is your phone number?" |
"do you need anything else?" |
How are you handling with the _____ at work?" |
"How do you feel?" |
ask better questions to strengthen relationships. Questioning organizes thinking around what we don't know. Can be used to guide conversations. Be silent while waiting for a response. Don't interrupt. |
Always be curious, ask questions. Never assume. Use one Sentence
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