Telephone communication is one of the most important forms of From the standpoint of business communication, telephone use has an enormous advantage. Element 1: Respond to incoming telephone calls. /assets/ Never assume the caller. Since telephone communication is used on a daily basis to conduct the business essential to demonstrate effective telephone skills while engaged in the job.

Telephone Communication Pdf

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take the full course, visit TELEPHONE COMMUNICATION – TOP 10 BEST. PRACTICES. 1. Answer Promptly. Pick up the phone no later than the. TELEPHONE COMMUNICATION TECHNIQUES. communication skills, basic telephone etiquette, tips for voice mail messages, and other methods for. 1. Telephone Techniques. One of the most important aspects of success in business is the ability to communicate by telephone. Answering the telephone is not a.

You will discover that improving your telephone skills will also help with your speaking skills in general. Here are some tips for learning these new phrases:. The first time you use some new phrases, you will probably make some mistakes. Hopefully the people you talk to will be patient and understanding. Remind yourself: When you make mistakes, you are making progress.

Another great thing about mistakes is that you can learn from them. Every time you finish a phone conversation, write down the mistakes you think you made or the phrases you are not sure about.

By using new words, you learn new words! You can use the previous learning strategy with grammar as well , not just with new vocabulary. Every time you see a new grammar structure, write it down, make your own examples with it and then use it at work! Modal verbs.

2. Clear Enunciation

Expressions followed by infinitives. It may also help to read out the phrases below and practice making phone calls with a friend first. You will be less nervous if you practice with somebody you know. Here are two formats you might use to do so.

For example, if your name is Alice and you work at a company called Quick Translations, you might say:. Good morning! Quick Translations, Alice speaking. How may I help you? Sometimes you are the one initiating beginning a phone call.


You may have more time to prepare in this case. During the call, when both parties are asking questions, it is equally important to listen attentively.

Attentive listening can be demonstrated by speaking in such a way that the listener knows you are hearing. Calls could possibly be made to obtain information, return a call, schedule an appointment, or service a customer. Be ready psychologically to make the call.

Have a positive attitude toward making the call while making it. Have all necessary information available when you make the call. When making a call, be sure to do the following: Identify yourself immediately to get the call off to a positive start.

Tell the person the purpose of the call. Be specific. Ask well-stated, appropriate questions to obtain the desired action.

Close the call in a friendly tone with an understanding between both parties of the action s that need to be taken. Have the telephone number visible when you get ready to make the call.

Developing a personal telephone list is very helpful.

Telephone directories that contain both White Pages and Yellow Pages can also be sources of excellent information. Use the White Pages to locate a specific name of a person. Use the Yellow Pages to locate a product or service. Directory assistance provides access to a telephone number by going through a directory assistance operator.

Usually there is a fee for obtaining this information.

Directory information is also available on the Internet. Avoid them if possible. Types of operator-assisted calls include the following: Collect calls : In collect calls, the person being called must agree to accept the charges for the call.

Third-number billing : Such a call is billed to a third party. Person-to-person : Such a call involves telling the operator you will speak only to a designated person. If that person is unavailable, you will not have to pay for the call.

Keep pens and message pads close by as well as telephone directories and other reference materials. Use an answering machine if necessary. When answering the phone, follow these guidelines: Answer the telephone no later than the second ring. Identify yourself in a friendly tone.

Use the caller's name. Gather as much information as possible. Do not interrupt the caller. Give accurate information. A monotone sounds boring and unenthusiastic. Controlling these factors and smiling will ensure a positive tone on the telephone and will greatly improve your customer service skills. The ability to understand what someone is saying on the phone separates a productive conversation from one filled with tension.

Whenever you are on the telephone, speak clearly. Enunciate and use simple words and phrases.

The last thing you want to do is confuse the customer on the line or make them feel inferior. Also, avoid slang and filler words. Chewing gum or eating during a conversation can also lead to mumbled speech so avoid both of these practices in order to optimize your customer service.

Starting with the greeting, conversations over the phone must be sincere. Say hello and be genuine. Try to avoid scripted greetings as most sound artificial and inauthentic. Doing this will ease the customer into the exchange and let them know that you are calm and ready to help. Include it naturally throughout the conversation. Most customers will appreciate this gesture.

Get the spelling correct, too. As with most things, finishing a conversation on the right note can create lasting positivity and a satisfied customer. In order to achieve a great ending to a telephone call, make sure that the caller understands the information you passed along before you hang up.This can lead to customer frustrations and a loss of the personal touch.

40 Common Phrases for Effortless Business Telephone Calls in English

Quick Translations, Alice speaking. Building Rapport. Technology has become such a vital part of our lives that we find it difficult to envisage life without our smartphones, or having information at the touch of a button.

Use the caller's name. Have all necessary information available when you make the call.

End all calls courteously.

ARLETTE from Harrisburg
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