HND商务沟通技巧Outcome2回收类PPT参考
商务管理综合应用--商务沟通方法与技能 ppt课件
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通告
用来告知某些事宜，不应用于批评或评论。 注意：通告必须与当前问题相关，具有时效性。
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格式示范：
标题：……
组织名称
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企业内部刊物
是传播企业信息的一种方式
有效的企业内部刊物包括有以下列大部份的特点： 有一个老龄员工专栏 设置专注于员工事宜的板块 关注运动及社交活动 开辟杰出员工专栏 设置讨论专区 关注公司未来可能发生的变化 由组织支持的任何慈善事业详情 关注一两场比赛
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平行沟通
平行沟通是指在组织内各阶层间横向的 一种沟通程序。
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？ 如何创造良好沟通的情境
跨部门沟通，要先取得其主管的许可。 每一个沟通者，要将重要结果向其主管报告。
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平行沟通的技巧，也是跨部门沟通的成功要素
同事间要多注意礼节和人际关系。 和跨部门的高阶沟通时，先请我们的同阶主管先打 电话或拜会一下。 就事论事，尽量协商出对彼此有利的结果。 有争议时，避免争吵，可请上司出面协商调整。 平时要建立起互助、团队的良好默契。
当你向下沟通时，通常是指你用口头向你的属下下达命令 指正或指导他们怎样做事。 下达命令，最好一次一个为原则。 下达指令，要循正常管道（组织程序）。 态度和蔼，语气自然亲切。 谈话要「清楚、简单、明确」。 不要认为部属很了解你的话，如有可能，请他覆诵一遍。 如有必要，可以「亲自示范」给他看。 细节部分，如有必要，最好「详加说明」。
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文件类型、定义、要求及格式要求
备忘录：是组织内部沟通文件的一种常见形式 要求：简短、公司内部传阅 要素：组织名称、文种名称、发件人、收件人、主题、发 送日期
商务谈判与沟通技巧(PPT136页)
（一） 需要与动机
1. 需要 需要，就是有机体缺乏某种事物时产
生的一种主观状态，它是有机体对客观事 物需求的反映。掌握“需要理论”能使谈 判当事人知己知彼，找出与对方相联系的 需求，懂得如何选择不同的方法去适应、 抵制或改变对方的动机。
（一）需要与动机
2. 动机 以愿望、兴趣、理想等的形式，激励
1. 迎和式 2. 引诱式 3. 劝导式
发问是商务洽谈中认识对方和对对方 进行摸底探测的重要手段。通过发问，可 以发现对方的需求和动机。
（一） 问什么和如何问 （二） 有效发问模式 （三） 何时问 （四） 问多少 （五） 发问的注意事项
1. 开放式发问
开放式发问，是将回答的主动权让给对 方的一种发问。这一类问题可促使对方思 考，从而发现对方的需求，以证实己方推 测的准确。
2. 实务性谈判，即关于实质问题的谈 判。
3. 决定性谈判，又叫关键性谈判，大 多指决定谈判全过程成败的最后一轮 谈判。
1. 单一型谈判 单一型谈判，是指谈判的主题单一，要求 双方必须确定某个能共同调节的连续变量 的值。
2. 统筹型谈判 统筹型谈判，多指双方洽商谈判的主题系 由多个议题构成。
1. 投资谈判 投资谈判，以投资方式看，可分单独投资 和合伙投资两种。
2. 商品供求谈判 商品供求谈判是最普遍的商务谈判。
3. 技术引进与转让谈判
一、需要理论 二、原则谈判法
（一） 需要与动机 （二） 马氏需要理论 （三） 需要理论在商务谈判中的运用 （四） 需要理论在商务谈判中的意义
一、 倾听艺术 二、 发问艺术 三、 叙述与应答艺术 四、 论辩与说服艺术 五、 应对洽谈对象反应的艺术
（一）倾听的效应 “倾听”是谈判者所必须具备的一种修养。
商务沟通方法与技能PPT(全)(ppt资料)
.分析我们是否有效利用时间的方法 通过写时间日志或者估算完成各项主要任务
所需时间来评估自己的工作绩效
从别人那里获得反馈和指导
制定(zhìdìng)一个行动计划来预测当我们更有 效的利用时间时，我们的行为将怎样变化
详细记录所有需要花费时间的任务，各项任 务一经结束就要注销其优先顺序
第二十页，共111页。
• 通过学业学习和其他活动开发技能 • 通过学习日志进行自我反思(fǎn sī) • 定期检查档案文件 • 年终检查这些档案文件 • 课程结束时检查这些档案文件
第二十一页，共111页。
• 学生要具备的基本职能 • 计划和组织(zǔzhī)技能 • 沟通技能 • 创造性技能 • 解决问题技能 • 技术技能
商务(shāngwù)沟通方法与技 能
1
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一、课本内容(nèiróng)结构
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重要性
学生成长档案
方法 路径
分类（口头、 非语言、
书面）
第一章、学生(xué sheng)成长档案 第二章、商务沟通的重要性 第三章、沟通的方法和路径 第四章、口头沟通 第五章、非语言沟通 第六章、书面商务文件--内部沟通文件 第七章、书面商务文件--外部沟通文件 第八章、视觉沟通
记录所有无效时间
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➢实际花费时间的方式 ➢可能正在执行(zhíxíng)的应由他人执行(zhíxíng) 的任务 ➢在应承担和不应承担的任务上的时间分配不够合理 ➢在紧急且重要的事情上几乎没有运用时间 ➢承担的任务可能超出自己的承受范围
作用是有助于处理那些时间(shíjiān)利用效率低 的任务
第三十八页，共111页。
国际商务谈判语言沟通技巧 ppt课件
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二、国际商务谈判语言沟通技巧
1.叙述的技巧 2.提问的技巧 3.回答的技巧 4.拒绝的技巧 5.辨论的技巧 6.说服的技巧
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3.回答的技巧
回答的类型
➢ 依提问者的真实意图回答 ➢ 将提问的范围扩大后回答 ➢ 将提问的范围缩小后回答 ➢ 不确切回答
技巧
➢ 回答之前给自己留思考时间
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说服不同风格和性格的谈判对手
介绍结束了，美国方面的一位主管充满期待和自负地打开了房里的电灯开关，转身 望着那三位不为所动的日本人说：“你们认为如何?”一位日本人礼貌地笑笑，回 答说：“我们不明白。”
那位主管的脸上顿时失去了血色，吃惊地问道：“你们不明白?这是什么意思?你们 不明白什么?”另一个日本人也礼貌地笑笑，回答道：“这一切。” 那位主管的心 脏几乎要停止跳动，他问：“从什么时候开始?”第三个日本人也礼貌地笑笑，回 答说：“从电灯关了开始。”介绍结束了，美国方面的一位主管充满期待和自负地
➢ 不能回答的问题不要回答
➢ 以问代答
➢ 灵活选用重申和打岔
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案例：我们不明白
日本一家航空公司的三位代表，同美国一家企业的一大帮精明人进行谈判。谈判从 上午8时开始，美国公司的谈判人员首先介绍本公司的产品，他们利用了图表、图 案、报表，并用3个幻灯放映机将其打在屏幕上，图文并茂，持之有据，以此来表 示他们的开价合情合理，产品品质优良超群。这一推销性的介绍过程整整持续了两 个半小时。在这两个半小时中，三位日本商人一直安静地坐在谈判桌旁，一言不发。
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2、制造错觉
故布疑阵
将假情报故意遗失在废纸篓里
故意犯错
商务谈判沟通技巧PPT(2)
昂渤国际设计顾问公司
说服的技巧
•取得对方的信任 •先创造一个说“是”的良好气氛 "我晓得你会反对……可是事情已经到这一步了， 我晓得你会反对……可是事情已经到这一步了， 还能怎么样呢？" 还能怎么样呢？" “我知道你能够把这件事情做得很好， 只是不愿 意去做而已。” 还有，"你一定会对这个问题感 还有，" 兴趣的。" 兴趣的。" •不要直接批评、责怪、抱怨对方 戴尔·卡内基："要比别人聪明，却不要告诉别人 戴尔·卡内基：" 你比他聪明。" 你比他聪明。" 本杰明· 本杰明·富兰克林 ："我不说别人的坏话，只说别 人的好处。" 人的好处。" 学会善意的批评 •抓住对方心理诱导劝说 美国的杰尼·寇尔曼在《商业谈判技巧》 美国的杰尼·寇尔曼在《商业谈判技巧》一书中介 绍了诱导说服别人的十三种方法 ； •运用经验和事实说服对方 •推敲说服用语 说服用语朴实、亲切、富有感召力，不要过多地 讲大道理 切忌用胁迫或欺诈的手法进行说服。
昂渤国际设计顾问公司
无声语言技巧
人体语言技巧
物体语言技巧
注意事项
昂渤国际设计顾问公司
应答技巧
•不要彻底回答 •不要马上回答 •不要确切回答 •使问话者失去追问的兴趣和机会 •如果有人打岔就姑且让他打扰一下 •复杂问题，勿答简单 •预先准备，有问必答
昂渤国际设计顾问公司
商务谈判中的行为语言
人体语言技巧
昂渤国际设计顾问公司
手势语言
手势，可以帮助我们判断对方的心理活动或 心理状态，同时也可帮助我们将某种信息传 递给对方。 (1) 握拳是表现向对方挑战或自我紧张 的情绪。握拳的同时使手指关节发出响声或 用拳击掌，都是向对方表示无言的威吓或发 生攻击的信号。握拳使人肌肉紧张、能量集 中，一般只有在遇到外部的威胁和挑战而准 备进行抗击时才会产生。 (2) 用手指或铅笔敲打桌面，或在纸上 乱涂乱画，表示对对方的话题不感兴趣、不 同意或不耐烦的意思。这样一是打发消磨时 间，二是暗示和提醒对方。 (3) 吮手指或指甲的动作是婴儿行为的 延续，成年人做出这样的动作是个性或性格 不成熟的表现，即所谓“乳臭未干”。
商务沟通的一般技巧讲义(ppt资料)
沟通(gōutōng)六要素——传送者
①语言表达 （2）表达能力
②非语言表达
第二十四页，共38页。
（2）表达能力—①语言表达
秀才买柴 话说大唐末年，正值兵荒马乱之时，物资奇缺。隆冬时节，有一秀才去买柴。他对卖柴的人说：“荷薪者过来！”卖柴的人虽然听不懂“荷薪者”（担柴的人）三
个字，但是听得懂“过来”两个(liǎnɡ ɡè)字，于是把柴担到秀才前面。秀才开口便问：“其价如何？”卖柴的人听不太懂这句话，但是听得懂“价”这个字， 于是就告诉秀才价钱。秀才接着说：“外实而内虚，烟多而焰少，请损之。（你的木材外表是干的，里头却是湿的，燃烧起来，浓烟多而火焰小，请减些价钱
（2）哈弗大学就业指导小组1995年的调查结果显示，在五百名被解雇 的人中，因人际沟通不良而导致工作不称职者占82%。
（3）日本企业之神，松下电器公司的创始人松下幸之助有句名言： “伟大的事业需要一颗真诚的心与人沟通。”松下幸之助正是凭借 其良好的人际沟通艺术，驾轻就熟于各种职业、身份、地位的客户 之中，赢得了他人的信赖、尊重与敬仰，使松下电器成为全球电器 行业的巨头。
环境
反馈
发送者 信息1
编码
渠道
译码
接收者 信息2
噪音
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沟通的要素
发送—接受者 信息 媒介 噪音 反馈
第十八页，共38页。
6个人(gèrén)因轮船失事被困在孤岛，他们分别是： 宇航员、生态学家、医生、孕妇、运动员、流浪汉。
逃生(táoshēng)工具：一只救生圈
第十九页，共38页。
如果你的得分在5~6之间，表明你具有较强的 沟通能力，你能够与人进行有效沟通 。
第十四页，共38页。
说一说、练一练
商务沟通技巧报告outcome 2
Communication: Analysing and Presenting Complex CommunicationUnit Student GuideDE3N 34Outcome 2Contents1.0Introduction 32.0Procedure 33.0Customer service 33.1 What is customer service? 34.0Daily life 3 4.1Dormitory 44.2Canteen 44.3 The university hospital 55.0Teaching and studying 5 5.1 Facility 5 5.2 Teachers strength 6 5.3Professional curriculm 65.4Career Prospects 76.0 Extracurricular activity 8 6.1Student activity center 86.2 Sports activity 87.0 Conclusion 98.0Bibilgraphy 109.0 Appendices 111.0 IntroductionThis report is for assessment in the Communications unit of the Higher National Certificate in customer service. The aim of this report is to investigate the way in which customer services of Nankai University. The objectives of the report are to define what customer service is and to look at how customer services provided in Nankai University.2.0 ProcedureTo source this report:a) A number of books on customer surveys were consulted.b) Information on customer surveys was taken from internet websites.c) Information was gathered from an interview with the Nankai University students.3.0 Customer surveys3.1 what is customer surveys?Customer service is a customer oriented values, its integration and management in the pre-set the optimal cost - service portfolio of all the ingredients of a customer interface. Broadly speaking, any can improve customer satisfaction contents belong to customer service scope.4.0Daily life4.1 DormitaryAs for the specific accommodation, Nankai there are two places to stay, a district in the South Park Xiangyu, a hospital in the north campus of Nankai. Undergraduate: RuXi dormitory building 5 and earth, spread the bed, bunk bed desk. One floor has a bathroom. The second floor 6 beds, bunk. 4 Building IV Room, capped a bed, bunk bed is the desk, every house with a separate pit.Campus dormitory 6 beds, bunk beds.To the headquarters, 21 residential apartments and the Western better conditions, a large unit in sets of 4-5 4 earth, above the bed below the desk, plus a separate desk cabinet. Conditions quite other quarters.4.2 CanteenNorth School cafeteria prices were relatively cheap. Most people buy lunch at noon, to wait about 15 minutes, but you can also come from the classroom to avoid late peak. South Park canteen individual contract so the price because it is relatively high, do not look too tasty, very few go.A canteen, two canteens, canteen internshipA cafeteria breakfast good, the other is light-based, more girls to go;Two cafeteria on the first floor is the brother hodgepodge, not good but also expensive. On the second floor is not ye. The middle of the dumpling shop that Korean food and good; floor Xin Hong Park restaurant food is equivalent to a child, but also lacks delicious;Three first floor cafeteria breakfast is very cheap, on the secondfloor of the pasta well.Canteen frequented freshman, is relatively inexpensive;Triangle restaurant food good, prices are also authentic;Jinnan is known as a place with cooking waste oil, something very authentic unpalatable!90 is a place to drink, eat expensive and not good;Park is the foreign students should often go to restaurants where food is more expensive number, but foreigners seemingly wealthy, actually said to me very cheap. .4.3 The university hospitalNankai University Hospital, 35 existing employees in preparing it into medicine, surgery, radiology, and dental and Traditional Chinese Medicine and other departments.Two north of the main building to the university hospital the most commonly encountered situation is to give you a referral certificate. Boring, but the charges will be cheaper, or do a number of minor5.0 Teaching and Studying5.1 FacilitiesClassroom and laboratory：There are many buildings for students to learn, like the administration building, the comprehensive test building, Chinese language teaching center, the new stadium, the first mathematical sciences such as building provides students with a good learning environment. They have advanced laboratory. The experimentteaching in chemistry, biology and physics, electrical and electronic four fundamental teaching center, they brought in the life science instrument platform and the polymer of large-scale instrument and equipment.The school laboratory：Schools to make full use of equipment, equipment management approach is very strict, very important to go through a number of regulatory constraints. Include: purchase, inspection and claims, use and management, assessment and punish, repair, scrap. The filing of the instrument also has an important archive requirements.5.2 Teachers strengthCurrently, Nankai University has a neat line, reasonable structure, academic exquisite, innovative teachers. In 2052 full-time teachers have doctoral instructor in 619, 723 professors, 787 associate professor, Chinese Academy of Sciences and Chinese Academy of Engineering 11, 5 Academy of Sciences in developing countries, "973" and "863" Chief Expert 9, the State Council degree Committee Subject 12, 12 state-level experts with outstanding contributions, distinguished Professor of Cheung Kong Scholars Program 31, 14 Changjiang scholar Chair Professor, National outstanding Youth Fund, 29 winners , selected countries talents Project 20, program for New Century excellent Talents in University (including the former Ministry of Education, cross-century talents fund) selected were 120 people, the national teacher of college teaching 8, Tianjin, "131" Talent Project first level 25.Not only do they have a wealth of knowledge but also have their only teaching style. They will be based on the character of the different students with different educational. Students in this university will have a well development.5.3 Professional curriculumNankai university is the famous medical arts with comprehensive university, the liberal arts subjects, such as finance, international finance, financial engineering, insurance study, insurance actuarial science, finance, international economic trade and applied economics, western economics, macroeconomics, microeconomics, political economics theory of economics, modern international logistics, industry and commerce administration, administrative management, political science, management science, history, tourism, Chinese literature and other professional subject in the leading position. Science subjects, such as science subject in the national life categories is the best. Such as mathematics and applied mathematics, physics and mathematics theory, optical and optical technology, intelligent robot technology, electronic information technology and software science, chemical materials, energy chemical, biological chemistry, biology, medicine, biology gene microbial science technique research ability and ranked the academic level. So, there are various profession options for students.5.4 Career prospectsIn domestic and foreign, Nankai university employment is possible, the college alumni is also widely to every corner of the world, in addition to the learning environment of a school superior outside, the school alsoopen network platform, through the Nankai university employment nets to provide a good platform for the students to better understand the employment information. After a few years of construction, the website whether from the function development, column setup to technical service level are achieved certain level. With your current site employment trends, employment guidance, employment policy, professional introduction, civil service examinations, laws and regulations, professional evaluation, recruitment, employment information, students and information service columns recommendation. In addition, the site also creative developed individualized service and management way, for every registered users and units provide users graduates of an independent virtual space for student online recruitment information, delivering customized electronic resume and employers recruitment information, receiving students released resume to provide a broad network space.Nankai university employment information can not only through the network information get understanding, school every year also holds a recruitment conference, each enterprise company came to select the people, so that students will have more opportunities to understand social employment situation.6.0 Extracurricular activities6.1 Student Activity CenterNew student activity center investment of 100 million yuan, cover an area of about 13000 square meters, from the grey, black and brown rust 3 kinds of color aluminum panel is built, the contour novel chic, strongcontemporary feeling, like a piano. There are more than 1150 square meters of floor open hall, multi-function hall of more than 500 square meters and more than 1000 square meters of theatre, also have student service center, PaiLianTing symphony, make up, Musical Instruments, the classroom, activity room, library exhibition hall, the engine room and piano room, etc.6.2 Sports activitySchool to support the development of student sports organization, encourage and support them conducting various forms of student sports activities. School for student sports organization equipped with professional guidance teachers, most of the students in the exercise of the body while improving the skills. At present, the school has set up taijiquan, table tennis room, chess &cards room, tennis, football, martial arts, bicycle, badminton 16 student sports organization. Student sports organization is active with other colleges and universities jointly carrying out the sports communication, and other forms of sports activities and in communication enhance friendship, to broaden their horizons, improve level. Such as badminton association of tianjin university of successive hold more badminton team competition, and Beijing university badminton association exchange ", strengthen the two schools students of badminton sport cooperation and exchanges. Student sports organization also take an active part in tianjin game, won a very good performance, won the honor for the school. Badminton club won the 2007 "alpha cup" tianjin university badminton team competition champion.7.0 ConclusionThis report on field surveys, questionnaires and hands-on way to an interview survey of each customer's situation,Nankai University, and discover the pros and cons of these customer services. Generally speaking, most customers have some drawbacks, and most of the students reflect the same situation, we need to improve these problems.The problem of most students: the high price of dining, you could not use cash, part of the construction is too old school, teaching facilities incomplete, and some accommodation is no separate bathroom floor, easily lost in the campus bike. These are the schools need improvement, such as: canteen price adjustment, and allows the use of cash; old school relocation, new building construction equipment; for each dormitory building be equipped with separate toilet, to strengthen the management of the campus to combat theft .8.0 BibliographyThe websites visited included:/default.asp/english/shownews.asp?newsid=1049/news/show.jsp?informationid=4/wiki/%E5%8D%97%E5%BC%80%E5%A4%A7%E5%AD%A6The book is‘Communication: Analysing and Presenting Complex Communication Unit Student Guide’10.0 Appendices。
第二章 商务沟通的PPT教学课件
拨打电话前应该做好准备工作
端正打电话的姿势，表情诚恳
以问候开始，致谢结束
通话内容清晰、明了
注意控制通过时间
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案例练习
两人一组将以上案例 进行练习
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接听电话的基本技巧
1.及时接听
2.备好记事本和笔
3.态度友好
4.养成复述习惯
5.愉快结束对话
6.恰当处理代接电话
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第二节 交谈技巧
了解对象
说话技巧
社交应对口才
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一、了解沟通对象
气质 性格 沟通风格 身份地位 对方的心理状态
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气质
胆汁质：直率、热情、易于冲动
多血质：不稳定、语言敏捷、活拨好动
粘液质：沉稳、性情缓慢、沉默寡言
抑郁质：敏感脆弱、动作迟钝
3
倾听障碍
1. 预期反应 2. 预先下结论 3. 心理原因 4. 选择性倾听 5. 只重形式，不重内容 6. 过分依赖笔记
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倾听主要环节
准备倾听 发出倾听信号 积极配合对方 理解对方的主要信息 检查你的理解力 及时反馈
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倾听的基本技巧
充分接收信息 适时适度的提问 正确倾听“弦外之音” 克制插话
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三、非语言沟通形式
身体语言（表情 眼神 手势 仪表 姿势 点头） 音调语言 沉默 格式语言 空间语言 时间语言
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晚上12点多，上海申欧销售助理王静还在处理经销商销售费用，有一 笔费用不清楚，于是她立刻打电话给销售经理张毅。
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4. Old computers
5. Printer toner cartridges
6. Old company cell phones
1. Use both sides of paper
2. Shred and reuse unwanted paper
3. Reuse boxes
4. Offer paper recycling
5. Avoid color printing
6. Print in draft mode 7. Buy paper wisely 8. Consider alternative paper 9. Buy recycled toner and ink 10. Distribute memos via email 11. Store manuals, policies and other documents online 12. Provide air dryers in the bathroom and common areas 13. Reduce margins
1. Unplug computers when not in use
2. Buy for quality
3. Buy for energy savings
4. Give your computer a nap
5. Banish screen savers
6. Buy smaller monitors
Here are some items in offices that can be recycled: 1. Waste paper, including printed paper, unwanted files and notes, used envelopes
2. Unwanted magazines and newspapers
Waste of office stationary and
computers
Can recycling save company’s money?
If a company ends up recycling a large portion of your waste instead of simply sending it to landfill, it is going to save on landfill tax – which has now risen to a considerable £84.40 per tonne – not to mention waste
7. Consider laptops
Thank You
That’s all
costs in the long run.
The two main areas of office supplies that are generally more prone to get wasted are Stationery and Paper Products . All they needs is just a little bit of caution and care to curb this wastage.
• Computers Like other appliances,just screen savers, energy plans and quality to streamline your company’s computer efficiency.
• Paper and printing products Nearly every office, large or small, relies on large quantities of paper. Check out these tips to help reduce the amount of paper and printing products that are used at your workplace.
disposal gate fees, which sit at an average of £6 per tonne.
One of the primary concerns of most businesses and organisations is being cost effective and ensuring that the company funds are put to good use. The right way to achieve this is not by reducing procurement but by reducing wastage and misuse of office supplies and stationer , which can actually punch a big hole into the company funds and increase overhead