art of communication - how you come across

8/8/2019 Art of Communication - How You Come Across

1/64

ART OFART OF

COMMUNICATIONCOMMUNICATION

HOW YOU COMEHOW YOU COME

ACROSS ONACROSS ON

TELEPHONE ?TELEPHONE ?


2/64

GoodGood communicationcommunication skillsskills enableenable oneone toto becomebecomeeffectiveeffective bothboth atat homehome andand thethe workplaceworkplace..

IncreasinglyIncreasingly wewe noticenotice thethe useuse ofof thethe phrasephrase shouldshouldhavehave excellentexcellent communicationcommunication skillsskills figuringfiguringprominentlyprominently asas aa fundamentalfundamental requirementrequirement inin allall jobjob--relatedrelated advertisements,advertisements, whateverwhatever bebe thethe levellevel ofof thethepostpost..

AtAt aa personalpersonal level,level, oneone oftenoften refersrefers toto thethecommunicationcommunication gapgap whenwhen anticipatedanticipated responses,responses,actionsactions areare notnot forthcomingforthcoming..AA studystudy ofof thethe processprocess

ofof communicationcommunication andand thethe relevantrelevant skillsskills requiredrequired isisthethe immediateimmediate needneed ofof aa CustomerCustomer ServiceService andandservesserves asas anan indispensableindispensable assetasset inin challengingchallengingtimestimes..


3/64

Whatis Communication.Whatis Communication. TheThe wordword communicationcommunication comescomes formform thethe LatinLatin wordword

CommunicateCommunicate whichwhich aa meansmeans aa sharingsharing //exchangingexchanging oror transfertransfer ofof ideasideas.. InformationInformation ororknowledgeknowledge throughthrough language,language, signssigns andand symbolssymbolstherethere areare numbernumber ofof factorsfactors whichwhich affectaffect oror influenceinfluence

thethe processprocess ofof communicationcommunication (such(such asas barriersbarriers andandtechniques)techniques)

GeneralGeneral communicationcommunication isis thatthat whichwhich isis evidentevident ininsocialsocial andand extraextra professionalprofessional circlescircles.. BusinessBusiness

communicationcommunication oror technicaltechnical communicationcommunication isis aamoremore wellwell defineddefined aspectaspect ofof generalgeneral communicationcommunication..InIn keepingkeeping withwith thethe requirementrequirement ofof thethe CustomerCustomerrelation,relation, wewe shallshall focusfocus onon businessbusiness oror technicaltechnical

communication,communication, throughthrough typicaltypical situationalsituational contextcontext..


4/64

The ComponentsofCommunicationThe ComponentsofCommunication

TheThe basicbasic componentscomponents ofof thethe communicationcommunication

processprocess areare:: sender,sender, message,message, medium,medium, receiverreceiverandand feedback,feedback, essentiallyessentially thethe processprocess requiresrequires thetheinteractioninteraction betweenbetween twotwo partiesparties withwith thethe sendersender andandreceiverreceiver changingchanging rolesroles whenwhen necessarynecessary..

TheThe processprocess takestakes placeplace withinwithin aa commoncommon frameframe ofofreference,reference, ii..ee.. aa typicaltypical communicationcommunication environmentenvironment..TheThe messagemessage maymay sometimessometimes getget distorteddistorted bybybarriersbarriers (semantic(semantic difficultiesdifficulties suchsuch asas thethe languagelanguage

used,used, levellevel andand appropriatenessappropriateness ofof thethe language,language,thethe vocabularyvocabulary oror thethe wayway thethe receiverreceiver interpretsinterprets thethemessagemessage affectaffect communication)communication)


5/64

DefinitionofcommunicationDefinitionofcommunication

CommunicationCommunication isis aa twotwo wayway processprocess byby

whichwhich meaningfulmeaningful informationinformation oror

knowledgeknowledge isis exchangedexchanged betweenbetween thethesendersender andand thethe receiverreceiver throughthrough anan

appropriateappropriate channelchannel andand medium,medium, toto

facilitatefacilitate appropriateappropriate feedbackfeedback.. TheThe

messagemessage isis firstfirst encodedencoded byby usingusing thethesignssigns andand appropriateappropriate languagelanguage.. LaterLater itit isis

decodeddecoded byby thethe receiverreceiver..


6/64

ExampleofcommunicationExampleofcommunication

Process

Process

TheThe teacherteacher (sender)(sender) discussesdiscusses aa subjectsubject(information,(information, message)message) withwith thethe studentsstudents(receiver)(receiver) usingusing appropriateappropriate languagelanguage (medium)(medium)

inin thethe classroomclassroom (channel(channel )) andand thethe studentsstudentsrespondrespond (feedback)(feedback)..

TheThe wordword mediummedium andand channelchannel areare oftenoften

interchangedinterchanged oror confusedconfused.. ItIt isis importantimportant totorememberremember thatthat mediummedium isis thethe means,means, channelchannel isisthethe routeroute oror methodmethod ofof accessaccess oror thethe pathpath..


7/64

Whoisthereceiverofmymessage?Whoisthereceiverofmymessage?(Senior, Junior, Customer)(Senior, Junior, Customer)

Whatisthepurposeofmymessage?Whatisthepurposeofmymessage?

Whyam I communicating? Toinstruct,Whyam I communicating? Toinstruct,inform,reportsetc.inform,reportsetc.

Whatismymedium? (Oral, Written,Whatismymedium? (Oral, Written,

Visual,orcombination)Visual,orcombination)Whatismychannel(DirectlikefacetoWhatismychannel(Directlikefaceto

face,orviamedia)face,orviamedia)


8/64

Itisrelevanttoquote Rudyard KiplinginthisItisrelevanttoquote Rudyard Kiplinginthis

context:context:

I Keep Six Honest Serving Men,theytaughtI Keep Six Honest Serving Men,theytaught

meall I know. TheirnamesareWhat &meall I know. TheirnamesareWhat &

Why & When & How & Where & WhoWhy & When & How & Where & Who


9/64


10/64

7 Cs OfEffective Communication7 Cs OfEffective Communication

Clear: Simpleandunambiguouslanguage.Clear: Simpleandunambiguouslanguage.

Candid: Truthfulinformation.Candid: Truthfulinformation.

Concise:Brieflyexpressedinformation.Concise:Brieflyexpressedinformation.

Concrete: InformationbasedonfactsexpressedConcrete: Informationbasedonfactsexpressed

thoughrightword.thoughrightword.

Comprehensive: AllrelevantinformationgivenComprehensive: Allrelevantinformationgiven

Complete: AllthepointsofviewconsideredComplete: Allthepointsofviewconsidered Correct: Informationcheckedforreliability.Correct: Informationcheckedforreliability.


11/64

CommunicationBarriersCommunicationBarriers

WhenthereisabreakdowninWhenthereisabreakdownin

communicationwecanassumethatitiscommunicationwecanassumethatitis

becauseofsomebarrier.becauseofsomebarrier.

BarrierstoeffectivecommunicationcanBarrierstoeffectivecommunicationcan

occuroccur atat anyany stagestage ofof thethe communicationcommunicationprocess.i.e.atthesender,themedium,theprocess.i.e.atthesender,themedium,the

channelorthereceiver.channelorthereceiver.


12/64

The SenderThe Sender TheThe sendersender ofof aa messagemessage cancan failfail toto communicatecommunicate duedue toto

twotwo basicbasic reasons,reasons, physicalphysical oror psychologicalpsychological..

PsychologicalPsychological barriersbarriers manymany timestimes areare manifestationsmanifestations ofofindividualindividual personality,personality, traitstraits andand aa cautiouscautious personperson isiscapablecapable ofof overcomingovercoming thesethese barriersbarriers..

(a)(a) IndifferenceIndifference toto thethe receiverreceiver ::AA speakerspeaker givinggiving aa talktalk onon aa topictopic whichwhich isis irrelevantirrelevant totothethe audienceaudience andand isis obliviousoblivious toto thethe listenerslisteners responseresponseisis indifferentindifferent toto hishis receiverreceiver..

(b)(b) StatusStatus ConsciousnessConsciousness::InabilityInability toto relaterelate withwith peoplepeople ofof lowerlower oror higherhigher statusstatusthanthan oneselfoneself cancan bebe aa barrierbarrier.. TheThe communicationcommunication gapgapwhichwhich existsexists betweenbetween thethe managementmanagement andand workersworkers isisanan exampleexample..


13/64

(c)(c) PastPast ExperienceExperience::

UnfavorableUnfavorable previousprevious attemptsattempts atat communicationcommunication

cancan affectaffect thethe senderssenders selfself confidenceconfidence whilewhilecommunicating,communicating, ee..gg.. ifif aa studentstudent isis ridiculedridiculed byby thetheteacherteacher inin thethe classroom,classroom, thethe studentstudent willwill bebe lesslessinclinedinclined toto getget aa doubtdoubt clearedcleared thethe nextnext timetime..

BarrierBarrier atat thethe senderssenders levellevel cancan alsoalso bebe duedue toto thethe

mediummedium chosen,chosen, ii..ee.. lacklack ofof commandcommand overoverlanguage,language, whichwhich isis discusseddiscussed inin thethe nextnext sectionsection..

(d)(d) UnclarifiedUnclarified AssumptionAssumption::

WhenWhen thethe sendersender assumesassumes thethe receiverreceiver toto possesspossess

somesome knowledgeknowledge oror skillskill oror motive,motive, therethere isis aa breakbreakinin communicationcommunication.. EE..gg.. aa technicaltechnical personpersoncommunicatingcommunicating toto aa nonnon technicaltechnical groupgroup usingusingjargonjargon..


14/64

Inappropriate MediumInappropriate Medium

Barrierscanoccuratthesecondstageofthecommunication processi.e.Barrierscanoccuratthesecondstageofthecommunication processi.e.

whenthemessageistransmittedtothereceiverthroughamedium,whenthemessageistransmittedtothereceiverthroughamedium,

(a)(a) Language: LanguageisabarrierwhenLanguage: Languageisabarrierwhen

Senderandreceiverarenotfamiliarwitheachotherslanguage.Senderandreceiverarenotfamiliarwitheachotherslanguage.

Senderusesdifficultorvagueword,orwordswhichcanhaveSenderusesdifficultorvagueword,orwordswhichcanhavedifferentmeaningsdifferentmeanings

ThereisaproblemwiththepronunciationandtoneoftheThereisaproblemwiththepronunciationandtoneofthespeakere.g.influenceofmothertonguewhilespeaking English.speakere.g.influenceofmothertonguewhilespeaking English.

SpeakersnonSpeakersnon--verbalmannerismsaredistractingverbalmannerismsaredistracting..

(b)(b) Timings:Timings:

MessagehastobetimedproperlyMessagehastobetimedproperly-- amessagegiventooearlyoramessagegiventooearlyortoolaterwillbeuseless. E.g.astudentssincereefforttoimprovetoolaterwillbeuseless. E.g.astudentssincereefforttoimproveshouldbepraisedattheappropriatetime.shouldbepraisedattheappropriatetime.


15/64

(c)(c) Noise:Noise:

EffectiveoralcommunicationcanbehinderedduetoEffectiveoralcommunicationcanbehindereddueto

externalnoises,e.g.anoisyfactoryorcrowdedgymnasium.externalnoises,e.g.anoisyfactoryorcrowdedgymnasium.

(d)(d) ChoiceofMedium:ChoiceofMedium:

ManytimesawellconvincedmessagefailstoreachtoManytimesawellconvincedmessagefailstoreachtoreceiverduetothewrongchoiceofmedium. Thereceiverduetothewrongchoiceofmedium. Thecommunicationbarriersoccur,e.g.amanager,insteadofcommunicationbarriersoccur,e.g.amanager,insteadofissuingmemotoahabituallylateemployee,cantalktofindissuingmemotoahabituallylateemployee,cantalktofindouttheproblemandthusbemoreeffective.outtheproblemandthusbemoreeffective.

BarriersbecauseofimpropermediumalsoexistwhencertainBarriersbecauseofimpropermediumalsoexistwhencertaincodes,signals,symbolsetc.arenotcodes,signals,symbolsetc.arenot

properlydecoded,e.g.awronglygiventelegraphcode.properlydecoded,e.g.awronglygiventelegraphcode.


16/64

The ReceiverThe Receiver(a)(a) Inattentiveness:Inattentiveness:

Listenersinattentivenessmaybebecauseoffaultylistening,Listenersinattentivenessmaybebecauseoffaultylistening,preoccupiedmind,disinterestinthetopicorphysicalfatigue,e.g.ifitispreoccupiedmind,disinterestinthetopicorphysicalfatigue,e.g.ifitisannouncedthattheresultofsemesterexamswillbedeclaredduringannouncedthattheresultofsemesterexamswillbedeclaredduringthelunchrecess,theattentivenessduringtheprethelunchrecess,theattentivenessduringthepre--lunchsessionmaylunchsessionmaybelow.below.

(b) Attitude:(b) Attitude:

(i)

Bias:(i)

Bias

:Ifwelikeapersonwearereceptivetowhathesays,similarly aIfwelikeapersonwearereceptivetowhathesays,similarly a

dislikedpersoncanneverdoormayanythingright.dislikedpersoncanneverdoormayanythingright.

(ii) Ego:(ii) Ego:

ReceiversegoorexaggeratedfeelingofselfworthwillresultReceiversegoorexaggeratedfeelingofselfworthwillresult

inaclosemind,blockingcommunicationchannels.inaclosemind,blockingcommunicationchannels.

(iii) Selective Listening :(iii) Selective Listening :

Receiverslistentowhattheyliketocaretohear.Receiverslistentowhattheyliketocaretohear.

(iv) Premature Evaluation:(iv) Premature Evaluation:

A speakerisevaluatedonthebasisofhisappearance,duringA speakerisevaluatedonthebasisofhisappearance,during

thefirstfiveminutesofthetalk.thefirstfiveminutesofthetalk.


17/64

Oral CommunicationOral Communication

OralcommunicationisaformofverbalcommunicationandhasOralcommunicationisaformofverbalcommunicationandhasseveraladvantages.severaladvantages.

Goodintonationhelpstoexpressthemeaningcorrectly.Goodintonationhelpstoexpressthemeaningcorrectly.

Personalorindividualissuemaybesortedout.Personalorindividualissuemaybesortedout.

Immediatefeedbackorresponseispossible.Immediatefeedbackorresponseispossible.

Helpscommunicateeffectivelywithsmallgroupsofpeople.Helpscommunicateeffectivelywithsmallgroupsofpeople.

Ideaforaccesstoilliterates.Ideaforaccesstoilliterates.

Thereisnoproblemofstorage.Thereisnoproblemofstorage.

Repetitioncanbeusedforemphasis.Repetitioncanbeusedforemphasis.


18/64

Fromalegalpointofview,ithaslittlevalueasthereisFromalegalpointofview,ithaslittlevalueasthereisnopermanentrecord.nopermanentrecord.

For

long

distance

communication,

itis

difficult

to

use

itF

orlong

distance

communication,

itis

difficult

to

use

it

withoutaccesstotelephoneorotherinstruments.withoutaccesstotelephoneorotherinstruments.

LengthycommunicationofanofficialnatureisnotLengthycommunicationofanofficialnatureisnotfeasiblethroughoralcommunication.feasiblethroughoralcommunication.

Revisionandreviewaredifficult.Revisionandreviewaredifficult.

Itisdifficulttotraceresponsibility.Itisdifficulttotraceresponsibility.

WeWe maymay inferinfer thatthat whateverwhatever isis aa disadvantagedisadvantage inin oraloral

communicationcommunication isis aa possiblepossible advantageadvantage inin writtenwritten

communicationcommunication.. Further,Further, whenwhen aa largelarge amountamount ofofinformationinformation hashas toto bebe conveyed,conveyed, thethe writtenwritten formform isispreferred,preferred, asas itit allowsallows thethe readerreader toto digestdigest thetheinformationinformation atat leisureleisure..


19/64

TECHNIQUES TO IMPROVE COMMUNICATONTECHNIQUES TO IMPROVE COMMUNICATON

WaysofimprovingcommunicationWaysofimprovingcommunication

AA --AsasenderAsasender

Whencomposingmessage,decidewhatactionorresponseWhencomposingmessage,decidewhatactionorresponseyouwant Choosethelanguageorcombinationofyouwant Choosethelanguageorcombinationof

written/spoken/nonwritten/spoken/non--verbalcommunicationmostsuitableverbalcommunicationmostsuitableforthetypeofcommunication.forthetypeofcommunication.

Selectpropermedium.Selectpropermedium.

Bepreciseandclear,avoidbeingvagueandambiguous.Bepreciseandclear,avoidbeingvagueandambiguous.

Checkforfeedback.Checkforfeedback.

BB--Asa ReceiverAsa Receiver

GivemessagefullattentionGivemessagefullattention

Checkthatthemediumsuitsyourneeds:tactfullygivehintsifCheckthatthemediumsuitsyourneeds:tactfullygivehintsifitisinappropriate.itisinappropriate.

Ensurefullcomprehension: Askforexplanationifnecessary.Ensurefullcomprehension: Askforexplanationifnecessary.

Ensurefullcomprehension: Togiveappropriatefeedback.Ensurefullcomprehension: Togiveappropriatefeedback.


20/64

CC How to be good speaker.How to be good speaker.

Takedeepbreathbeforestarting.Takedeepbreathbeforestarting.

Thinkyourselfclear,picturethereceiverwhatdoyoureallywishtoThinkyourselfclear,picturethereceiverwhatdoyoureallywishtosayandinwhatsequence? Whatisthefeedbackyoudesired?sayandinwhatsequence? Whatisthefeedbackyoudesired?

Rehearsethespeechandtimeit.Rehearsethespeechandtimeit.

Speakclearly: Audibilityisimportant. JustthedistancefromtheSpeakclearly: Audibilityisimportant. Justthedistancefromthereceiverandadjustthevolumeofyourspeech.receiverandadjustthevolumeofyourspeech.

Practicegoodarticulation,i.e.thewords. YourdirectionmustbeclearPracticegoodarticulation,i.e.thewords. Yourdirectionmustbeclear

anddistinguishable.

Pronounce

and

stress

the

words

properly.and

distinguishable.

Pronounce

and

stress

the

words

properly.

UsethetoneappropriatetothecommunicationsituationandvaryittoUsethetoneappropriatetothecommunicationsituationandvaryittoavoidmonotony.Beinterestedandenthusiasticinyourtone.avoidmonotony.Beinterestedandenthusiasticinyourtone.

Maintaineyecontactwithyourlisteners.Maintaineyecontactwithyourlisteners.

Bethoroughlyawareofyoursubject.Bethoroughlyawareofyoursubject.

Readtobewellinformed.Readtobewellinformed.

Beawareofyourbodylanguage.Beawareofyourbodylanguage.

Ifmakingaformalspeech.Ifmakingaformalspeech.

(a) Havegoodbeginningandconclusion.(a) Havegoodbeginningandconclusion.

(b) Makeyourspeechinteresting.(b) Makeyourspeechinteresting.

(C)Berelevant.(C)Berelevant.

(d) Anticipatefeedbackandbepreparedforit.(d) Anticipatefeedbackandbepreparedforit.


21/64

DD How to be good ListenerHow to be good Listener

Concentrateonthemessage.Concentrateonthemessage.

Makeaconsciouseffortstolisten.Makeaconsciouseffortstolisten.Maintaineyecontactwithspeaker.Maintaineyecontactwithspeaker.

ThroughproperpostureandgestureThroughproperpostureandgesture

increasethe

speakers

sense

of

being

increase

the

speakers

sense

of

being

heardandaccepted.heardandaccepted.


22/64


23/64


24/64


25/64


26/64


27/64


28/64

DoDo youyou knowknow thethe properproper wayway toto answeranswer aa homehome phone?phone?

AnAn officeoffice phone?phone? HowHow dodo youyou placeplace aa businessbusiness call?call?

What'sWhat's thethe bestbest methodmethod ofof cuttingcutting offoff aa longlong--windedwinded

caller?caller? LearnLearn thethe answersanswers toto thesethese andand otherother questionsquestions

aboutabout whatwhat hashas be-be-comecome our our mostmost--usedused formform of ofcommunicationcommunication..

How you come across on the telephone


29/64

Talkon TelephoneTalkon TelephoneWhenWhen youyou talktalk onon thethe telephone,telephone, inin youryour homehome oror inin anan office,office, thethe qualityqualityofofyouryour voicevoice andand youryour abilityability toto expressexpress yourselfyourself clearlyclearly andand conciselyconciselyareare veryvery importantimportant..TheThe personperson atat thethe otherother endend ofof thethe lineline cannotcannot seesee youryour facialfacialexpressionsexpressions oror gestures,gestures, andand thethe impressionimpression hehe receivesreceives mustmust dependdependentirelyentirely onon whatwhat hehe hearshears..

TheThe telephonetelephone isis designeddesigned toto carrycarry youryourvoicevoice atat itsits naturalnatural volumevolume andandpitchpitch.. ItIt isis notnot necessarynecessary toto shoutshout.. InIn fact,fact, raisingraising youryour voice,voice, espe-ciallyespe-cially

duringduring aa longlong--distancedistance call,call, willwill onlyonly distortdistort itit..TheThe telephonetelephone mouthpiecemouthpiece shouldshould bebe heldheld aboutabout oneone inchinch fromfrom youryourlipslipsandand thethe ear-pieceear-piece closeclose toto youryourearear..

SpeakSpeak clearlyclearly andand distinctly,distinctly, withwith thethe samesame in-flectionsin-flections thatthat youyou wouldwoulduseuse inin aa faceface--toto--faceface conversationconversation..

IfIfyouyou mustmust putput thethe telephonetelephone downdown duringduring thethe conversation,conversation, dodo itit gently,gently,andand whenwhen youyou hanghang up,up, dodo notnot slamslam thethe receiverreceiver downdown..

TheThe personperson atat thethe otherother endend maymay stillstill havehave thethe phonephone closeclose toto hishis ear,ear,andand thethe suddensudden sharpsharp bangbang cancan bebe deafeningdeafening..


30/64

TheThe correctcorrect wayway toto answeranswer aa homehome telephonetelephone isis stillstill "Hello"Hello.."""Yes""Yes" isis abruptabrupt andand aa bitbit rude,rude, butbut "This"This isis MrsMrs.. Jones'sJones'shouse"house" leavesleaves thethe doordoor standingstanding openopen wide,wide, andand "Mrs"Mrs.. JonesJones

speakingspeaking leavesleaves herher withoutwithout chancechance ofof retreatretreat..

ThisThis isis notnot nonsensenonsense.. ItIt isis aa reallyreally importantimportant aspectaspect ofofmodernmodern tele-phonetele-phone techniquetechnique.. InIn allall bigbig citiescities telephonestelephones arearerungrung soso persistentlypersistently byby everyevery typetype ofof strangerstranger whowho wantswants totosellsell somethingsomething toto MrsMrs.. House-holder,House-holder, toto askask aa favorfavor ofof MrsMrs..Prominent,Prominent, oror toto getget inin touchtouch withwith MrMr.. OfficialOfficial (having(having failedfailed totoreachreach himhim atat hishis office)office) thatthat manymany peoplepeople areare obligedobliged to,to,keepkeep theirtheir personalpersonal telephonetelephone numbersnumbers unlistedunlisted..

TheThe lastlast thingthing thatthat theythey wantwant toto do,do, therefore,therefore, isis toto

announce,announce, "Miss"Miss StarStar speak-ingspeak-ing.."" ItIt isis farfar moremore practicalpractical totosaysay "Hello""Hello" andand letlet thethe oneone callingcalling ask,ask, "Is"Is MissMiss StarStar there?there?MrMr.. DirectorDirector wouldwould likelike toto speakspeak toto herher.."" IfIf sheshe her-selfher-selfanswers,answers, sheshe simplysimply says,says, "Yes,"Yes, thisthis isis MissMiss StarStar speakingspeaking..""


31/64

"WHO'S CALLING, PLEASE?""WHO'S CALLING, PLEASE?"

WhenWhen thethe telephonetelephone inin thethe homehome isis answeredanswered byby someonesomeone otherother thanthanthethe headhead ofof thethe household,household, thethe responseresponse toto "May"May II speakspeak toto MrsMrs..Brown,Brown, please?"please?" isis usuallyusually "Just"Just aa moment,moment, pleaseplease.."" ButBut ifif MrsMrs.. BrownBrownhashas toldtold thethe maid,maid, oror aa child,child, thatthat sheshe isis veryvery busybusy andand cannotcannot taketake anyanycalls,calls, thethe oneone whowho answersanswers isis correctcorrect inin saying,saying, "Mrs"Mrs.. BrownBrown can'tcan'tcomecome toto thethe phonephone just just nownow;; maymay II havehave youryourname,name, andand sheshe willwill callcallyouyou asas soonsoon asas sheshe cancan..

IfIf thethe callercaller shouldshould say,say, "I"I wantwant toto speakspeak toto MrsMrs.. BrownBrown personally,"personally,"whoeverwhoever hashas answeredanswered replies,replies, "I'm"I'm sorry,sorry, butbut II can'tcan't interruptinterrupt MrsMrs..

BrownBrown.. MayMay II givegive herher aa message?"message?" IfIf thethe callercaller stillstill refusesrefuses toto leaveleave aamessagemessage oror givegive hishis name,name, hehe cancan hardlyhardly expectexpect MrsMrs.. BrownBrown toto speakspeaktoto himhim..

SomeSome womenwomen instructinstruct theirtheir maidsmaids oror theirtheir childrenchildren toto ask,ask, "Who"Who isiscalling,calling, please?"please?" soso thatthat theythey areare preparedprepared whenwhen theythey reachreach thethetele-phonetele-phone.. However,However, othersothers feelfeel thatthat thisthis givesgives anan impressionimpression ofof pryingprying

andand maymay preferprefer "J

ust"J

ust aa moment,moment, pleaseplease..

WhenWhen aa womanwoman isis alonealone inin thethe house,house, sheshe definitelydefinitely shouldshouldaskask "Who"Whoisis calling?"calling?" beforebefore givinggiving outout anyany informationinformation asas toto herher husband'shusband'swhereaboutswhereabouts oror returnreturn.. ThisThis isis notnot onlyonly correctcorrect--it'sit's aa necessarynecessary safetysafetyprecautionprecaution..


32/64

WhetherWhether toto givegive.. youryour namename withwith oror withoutwithout titletitle isis aa frequentfrequentques-tionques-tion.. WhenWhen talkingtalking withwith strangers,strangers, titlestitles areare alwaysalways used,used, butbutinin otherother situationssituations usageusage maymay varyvary..

TheThe followingfollowing rulesrules holdhold goodgood::AnAn olderolder personperson announcingannouncing herselfherselforor himselfhimself toto someonesomeone muchmuch youngeryounger says,says, "This"This isis MrsMrs.. Elder"Elder" oror"Miss"Miss Senior"Senior" oror "Mr"Mr.. ElderElder..

AA youngeryounger lady,lady, whetherwhether marriedmarried oror single,single, says,says, "This"This isis MarieMarie

MannersManners.."" ToTo anan olderolder womanwoman whomwhom sheshe knowsknows sociallysocially sheshe says,says,

"H

ello,"H

ello, MrsMrs.. Knox?Knox? ThisThis isis MaryMary BaileyBailey.."" MrsMrs.. KnoxKnox answers,answers, "Good"Good

morning,morning, MrsMrs.. Bailey!"Bailey!" (Or(Or "Mary,""Mary," ifif sheshe knowsknows herher wellwell.. ))

AA gentlemangentleman callingcalling aa ladylady never,never, underunder anyany circumstances,circumstances,announcesannounces himselfhimself toto herher asas "Mr"Mr.. SmartSmart.."" Instead,Instead, ifif thethe callcall isis

social,social, hehe says,says, "This"This isis GeorgeGeorge SmartSmart..

IfIf youyou areare aa youngyoung manman callingcalling aa friendfriend andand thethe answeringanswering voicevoice isisthatthat ofof aa friendfriend oror aa membermember ofof thethe friend'sfriend's family,family, youyou say,say, "This"This isisJimJim Brown,"Brown," oror probablyprobably "This"This isis JimJim.."" IfIf thethe voicevoice isis unfamiliar,unfamiliar, youyousay,say, "This"This isis MrMr.. JamesJames BrownBrown.. MayMay II speakspeak toto MrMr..AllenAllen Gray?"Gray?" oror

ifif thethe friendfriend isis thethe onlyonly manman inin thethe house,house, "to"to MrMr.. GrayGray..


33/64

Invitations by Telephone

When Mrs. Jones issues an invitation by telephone, there is no

long con-versation, but merely:

Mrs. Jones: "Is that you Sally? This is Helen Jones." (If she is

much older than Sally, she would say "This is Mrs. Jones.")

"Could you and your husband (or John) dine with us next

Tuesday?

Sally: "I'm sorry we can't. We are going to the theater Tuesday

night," or "We'd love to." And probably she repeats "Next

Tuesday at eight" to be sure there is no misunderstanding ofdate or time.

Before hanging up, she would add, "Thanks so much," or "We

lookforward to it.


34/64

It is not correct to preface an invitation with, "Hello, John. Whatare you doing Saturday night?" or, "Are you going to be busyMonday afternoon?" This maneuver puts John in theembarrassing position of saying "Nothing" and then wanting to

refuse after being told that he is expected to dine with theBorings or to play bridge with the Revokes. On the other hand,if he answers, "I have an engagement" and is then told that hewould have been invited to something he likes very much, it isdisappointing not to be able to go-without seeming rude to theperson he has at first refused. A young woman who says she

has an en-gagement and is then told, "Too bad you can't come,because John Bril-liant was looking forward to meeting you,"cannot change her mind and say, "Oh, then I'll get out of mydinner somehow and come." To do so would be the height ofrudeness to all concerned

In responding to a telephone invitation, it is very rude to say,

Let you know," unless it is immediately followed by anexplanation such as I ll have to ask John if he has made anycommitments for that week-end," or "We have tickets for thehigh school play for that night, but perhaps I can exchangethem for two on Friday." Without this sort of definite reason, "I'lllet you know" sounds as if you were waiting for a betterinvitation to come along before saying Yes.


35/64

Ending Telephone CallsEnding Telephone Calls UnderUnder ordinaryordinary circumstances,circumstances, thethe oneone whowho makesmakes thethe

callcall isis thethe oneone whowho endsends itit.. ThisThis isis notnot aa mattermatter ofof greatgreat

importance,importance, butbut itit isis helpfulhelpful toto knowknow ifif aa callcall seemsseems toto bebedraggingdragging onon andand gettinggetting nowherenowhere.. TheThe callercaller simplysimply says,says,''I'm''I'm soso gladglad II reachedreached youyou--we'llwe'll bebe lookinglooking forwardforward totoseeingseeing youyou onon thethe seventhseventh.. GoodGood--by,"by," oror anyany appropriateappropriateremarkremark..

WeWe havehave allall beenbeen trappedtrapped onon thethe telephonetelephone byby aa longlong--windedwinded callercaller--aa determineddetermined salesman,salesman, perhaps,perhaps, oror aaloquaciousloquacious friendfriend.. WhenWhen youyou havehave mademade severalseveral tentativetentativeeffortsefforts toto endend thethe conversation,conversation, whichwhich havehave beenbeencompletelycompletely ignored,ignored, youyou maymay taketake moremore aggressiveaggressivemeasuresmeasures.. AtAt thethe firstfirst pause,pause, oror eveneven interruptinginterrupting ififnecessary,necessary, youyou maymay say,say, "Im"Im terriblyterribly sorry,sorry, butbut II simplysimplymustmust hanghang upup--thethe baby'sbaby's crying,"crying," oror "My"My bathbath isis runningrunningover,"over," oror even,even, ''I'm''I'm latelate forfor anan appointmentappointment nownow..


36/64

AnotheroccasiononwhichacallshouldbeendedAnotheroccasiononwhichacallshouldbeendedquicklyiswhenthepersonwhoreceivesithasaquicklyiswhenthepersonwhoreceivesithasavisitorvisitor--eitherinabusinessofficeorathome. Itiseitherinabusinessofficeorathome. Itisveryinconsideratetocarryonalongchatwhileyourveryinconsideratetocarryonalongchatwhileyourvisitortriestooccupythetimeandavoidlisteningtovisitortriestooccupythetimeandavoidlisteningtoyourconversation. Whenyouanswerthephoneandyourconversation. Whenyouanswerthephoneandfinditisnotacallwhichwillbeoverinamomentorfinditisnotacallwhichwillbeoverinamomentortwo,youshouldpostponeitforamoreconvenienttwo,youshouldpostponeitforamoreconvenient

time. Athomeyoumightsay,"Joanjustdroppedintime. Athomeyoumightsay,"Joanjustdroppedinforavisit,somay I callyoubackinalittlewhile?"foravisit,somay I callyoubackinalittlewhile?"Thebusinessmancouldsay,"I haveacustomerThebusinessmancouldsay,"I haveacustomerwithmeatthemoment. Ifyouwillgivemeyourwithmeatthemoment. Ifyouwillgivemeyournumber, I'llcallyoubackwhen I amfree.".number, I'llcallyoubackwhen I amfree.".

Ineithercase,besurethatyoudoreturnthecallasIneithercase,besurethatyoudoreturnthecallassoonasyoucan.soonasyoucan.


37/64

Three important don'ts

WhenWhen youyou getget aa wrongwrong number,number, don'tdon't ask,ask, "What"What

numbernumber isis this?"this?" AskAsk instead,instead, "Is"Is thisthis MainMain 22--34563456?"?" soso thatthat youyou cancan looklook itit upup againagain oror dialdial moremorecarefullycarefully thethe nextnext timetime..

Don'tDon't answeranswer andand thenthen say,say, "Wait"Wait aa minute"minute" andand

keepkeep thethe callercaller wait-ingwait-ing whilewhile youyou vanishvanish onon ananerranderrand ofof youryour ownown.. IfIf thethe doorbelldoorbell isis ring-ingring-ing andandyouyou can'tcan't listenlisten atat thatthat moment,moment, saysay IllIll callcall youyoubackback inin aa fewfew minutes!"minutes!"AndAnd dodo soso..

Don'tDon't letlet tootoo youngyoung aa childchild answeranswer thethe telephonetelephone..AAlotlot ofof thethe caller'scaller's timetime isis wastedwasted tryingtrying toto makemake thethechildchild understandunderstand aa messagemessage andand relayrelay itit toto thethe rightrightpersonperson.. IfIf therethere isis aa longlong silence,silence, therethere isis nono wayway ofofknow-ingknow-ing whetherwhether thethe childchild isis huntinghunting forfor MotherMother ororplayingplaying.. withwith hishis dogdog..


38/64

TheBusiness TelephoneTheBusiness Telephone

WhenWhen telephonetelephone callscalls gogo throughthrough aa switchboard,switchboard, thethe operatoroperator oftenoftenanswersanswers thethe ringring byby givinggiving thethe namename ofof thethe companycompany.. SomeSome firms,firms,

however,however, feelfeel thatthat aa moremore friendlyfriendly impressionimpression isis mademade onon thethe callercallerbyby thethe greetinggreeting "ABC"ABC Company,Company, goodgood morning,"morning," oror "Good"Goodafternoon,afternoon,ABCABC CompanyCompany..

WhenWhen thethe callcall goesgoes directlydirectly throughthrough toto anan officeoffice oror hashas beenbeentrans-ferredtrans-ferred byby thethe switchboardswitchboard operator,operator, thethe personperson answeringanswering

shouldshould iden-tifyiden-tify himselfhimself andand hishis departmentdepartment:: "Mr"Mr.. Hugo,Hugo, accountingaccountingdepartmentdepartment IfIf aa secretarysecretary answersanswers sheshe shouldshould givegive herher employer'semployer'snamename asas wellwell asas herher ownown:: "Mr"Mr.. Carlson'sCarlson's office,office, MissMiss NortonNortonspeakingspeaking.."" IfIf herher employeremployer isis notnot in,in, oror ifif sheshe wisheswishes toto protectprotect himhimfromfrom unnecessaryunnecessary calls,calls, sheshe shouldshould thenthen offeroffer toto helphelp thethe callercaller ififsheshe can,can, oror ifif not,not, taketake aa messagemessage:: "He's"He's notnot availableavailable atat thethe

momentmoment..M

ayM

ayII

taketake aa message?

"message?

" oror "H

e's"H

e's outout ofof thethe officeoffice justjust nownow..MayMay II havehave himhim callcall you?"you?" oror "He's"He's attendingattending aa meetingmeeting thisthismorningmorning.. CouldCould II helphelp you?"you?" IfIf hehe isis inin hishis office,office,.. sheshe asks,asks, "May"May IItelltell himhim whowho isis calling?"calling?" AnyAny ofof thesethese phrasesphrases shouldshould elicitelicit thethenecessarynecessary informationinformation withoutwithout thethe abruptnessabruptness ofof "Who's"Who's calling?"calling?"ButBut ifif thethe callercaller isis evasive,evasive, youyou maymay havehave toto askask forfor hishis namename moremoredirectlydirectly.. "Who"Who isis calling,calling, please?"please?" isis sometimessometimes necessarynecessary..


39/64

PLACING A BUSINESS CALLPLACING A BUSINESS CALL

When

placing

acall,

be

sure

that

you

have

the

correct

When

placing

acall,

be

sure

that

you

have

the

correct

number. Nexttoallbusinessphonesthereshouldbealistnumber. Nexttoallbusinessphonesthereshouldbealistofthenumbersfrequentlycalled.ofthenumbersfrequentlycalled.

Assoonasyourcallisanswered,youmustidentifyAssoonasyourcallisanswered,youmustidentifyyourself;andun-lessthepersonyouarecallingknowsyouyourself;andun-lessthepersonyouarecallingknowsyou

well,youmustalsonameyourorganization."Thisis Mr.well,youmustalsonameyourorganization."Thisis Mr.Kramerofthe Hobbs Company. May I speakto Mr.Kramerofthe Hobbs Company. May I speakto Mr.Hughes?Hughes?

ItisnotcorrectforasalesmantoannouncehimselfasItisnotcorrectforasalesmantoannouncehimselfasSam Salestotheoperatororsecretarywhoanswers. HeSam Salestotheoperatororsecretarywhoanswers. He

says,"Thisis Mr. SalesoftheBlank Company."Butwhensays,"Thisis Mr. SalesoftheBlank Company."Butwhenhereachesthepersonheiscalling,heomitsthe"Mr."andhereachesthepersonheiscalling,heomitsthe"Mr."anduses"Samuses"Sam

Similarly,ayoungwomaninbusinesssays,"Thisis MissSimilarly,ayoungwomaninbusinesssays,"Thisis MissCaesarofthe Wheel Tire Company,"andwiththepersonCaesarofthe Wheel Tire Company,"andwiththeperson

sheiscallinguses" Jane Caesar.sheiscallinguses" Jane Caesar.


40/64

AllnamesmustbegivenasbrieflybutasexplicitlyandAllnamesmustbegivenasbrieflybutasexplicitlyandasclearlyasishumanlypossible.asclearlyasishumanlypossible.

Themostdiscourteoustelephonehabit.isthatoftheThemostdiscourteoustelephonehabit.isthatofthe

businessmanwhotellshissecretarytocall Mr. Jonesbusinessmanwhotellshissecretarytocall Mr. Jonesandthenisnotwaitingtotakethecall. Forexample,theandthenisnotwaitingtotakethecall. Forexample,thesecretarydialsthenumber;avoicean-nounces,"A.B.secretarydialsthenumber;avoicean-nounces,"A.B.Jones Company";thesecretarysays,"Mr. FrankBrownJones Company";thesecretarysays,"Mr. FrankBrowniscalling Mr. Jones." Promptly Mr. Jonessays,"Hello,iscalling Mr. Jones." Promptly Mr. Jonessays,"Hello,

Frank,"butin-steadofhearing Frank'svoice,hehearsaFrank,"butin-steadofhearing Frank'svoice,hehearsasecretaryexplain,"Mr.Brownisbusyonanotherwire.secretaryexplain,"Mr.Brownisbusyonanotherwire.He'llbewithyouinamoment." Mr. JoneslistensgoodHe'llbewithyouinamoment." Mr. Joneslistensgood--temperedlyafewsecondstemperedlyafewseconds--andlesspatientlyformoreandlesspatientlyformoresec-onds. Mr.Brownisevidentlyunawarethatsecondssec-onds. Mr.Brownisevidentlyunawarethatseconds

seemminutestoabusypersonlisteningtoadeadseemminutestoabusypersonlisteningtoadeadreceiver.receiver.

ThecorrectformforawifecallingherhusbandathisThecorrectformforawifecallingherhusbandathisofficeis,"Thisis Mrs. Jones;is Mr. Jonesin?"officeis,"Thisis Mrs. Jones;is Mr. Jonesin?"


41/64

LongLong--distancecallsdistancecalls

WhenWhen makingmaking aa longlong--distancedistance call,call, rememberremember notnot

toto shoutshout--amplifiersamplifiers onon thethe circuitscircuits willwill stepstep upup youryour

voicevoice allall thethe wayway.. OnOn somesome overseasoverseas calls,calls, itit isis

alsoalso importantimportant toto waitwait forfor thethe otherother personperson toto finishfinish

speakingspeaking beforebefore youyou startstart.. ItIt cancan bebe aa oneone--wayway--atat--

aa--timetime circuit,circuit, andand ifif bothboth speakspeak atat once,once, bothboth areare

shutshut offoff untiluntil oneone oror thethe otherother stopsstops talkingtalking.. KeepKeep

onon thethe tiptip ofof youryour tonguetongue whatwhat youyou havehave toto say,say,

andand saysay itit promptlypromptly.. IfIf youyou havehave severalseveral thingsthings toto

say,say, writewrite themthem downdown andand readread themthem offoff..


42/64

YOUR GOALYOUR GOAL -- GOOD CUSTOMER SERVICE.GOOD CUSTOMER SERVICE.

GoodcustomerserviceismorethanjustsmilingatpeopleorbeingveryGoodcustomerserviceismorethanjustsmilingatpeopleorbeingveryfriendlyonthephone. Itisatotalcommitmenttoexcellentservicebyeachfriendlyonthephone. Itisatotalcommitmenttoexcellentservicebyeachteammember.teammember.

Toprovideeffective CustomerServicewemustToprovideeffective CustomerServicewemust--

BeenthusiasticBeenthusiastic

BepartofateamBepartofateam

SmileSmile-- facetofaceandwhileonthetelephonefacetofaceandwhileonthetelephone

KeeppromisesKeeppromises-- followuprequestsfollowuprequests ListentocustomersListentocustomers-- haveregardfortheirfeelingshaveregardfortheirfeelings

LetthecustomerknowyouarelisteningLetthecustomerknowyouarelistening

TakethetimetoshowyouarepreparedtolistenandtrytoanswerwithcareTakethetimetoshowyouarepreparedtolistenandtrytoanswerwithcare

Answertelephonespromptlyandwithinthree(3)ringsAnswertelephonespromptlyandwithinthree(3)rings

Say,May I helpyou?afterpropergreetingsratherthanHello,tellme.Say,May I helpyou?afterpropergreetingsratherthanHello,tellme.

GoodcustomerserviceisachievedwhenitappearsyouaredoingitwithGoodcustomerserviceisachievedwhenitappearsyouaredoingitwithlittleeffort. Youwillnevergainsatisfactionfromlettingcustomersknowthatlittleeffort. Youwillnevergainsatisfactionfromlettingcustomersknowthatitisdifficulttomeettheirrequirements.itisdifficulttomeettheirrequirements.

Customerserviceis NOT aboutbeingperfect,itisaboutstrivingtosatisfyCustomerserviceis NOT aboutbeingperfect,itisaboutstrivingtosatisfythecustomersneeds.thecustomersneeds.


43/64

HELP DESK TELEPHONE ETIQUETTESHELP DESK TELEPHONE ETIQUETTES

DOSDOS

SomeGoodtelephonehabits:SomeGoodtelephonehabits: Treateverycallandcallerasimportant.Beattentive.Treateverycallandcallerasimportant.Beattentive.

Dontbedistractedbyworkonyourdesk. ItwillreflectDontbedistractedbyworkonyourdesk. Itwillreflectinyourvoice.inyourvoice.

Answerthephonewithasmile;itactuallydoeshelpAnswerthephonewithasmile;itactuallydoeshelp

conveyacheerfulattitude. Answereveryphonecallconveyacheerfulattitude. Answereveryphonecallpromptlybythesecondormaximumthirdring.promptlybythesecondormaximumthirdring.

Donoteat,chewgumandmunchwhiletalking.Donoteat,chewgumandmunchwhiletalking.

Keepyourmessagepadandpenhandy.Keepyourmessagepadandpenhandy.

Becurrentontheinformation. IthelpsfillingintheBecurrentontheinformation. Ithelpsfillinginthe

callerpromptly.callerpromptly. PersonalizeyourconversationbyusingthecallersPersonalizeyourconversationbyusingthecallers

name;name;

Fore.g.Yes, Mr. Vishwas. I llfaxorcourier,orFore.g.Yes, Mr. Vishwas. I llfaxorcourier,orThankyouforcalling, Ms. Nandita.Thankyouforcalling, Ms. Nandita.


44/64

Whentakingmessagesforanotherperson,Whentakingmessagesforanotherperson,makecompletenotes:makecompletenotes:

Thecallersfullname,spelledcorrectly(askforThecallersfullname,spelledcorrectly(askforcorrectspellingifindoubt)correctspellingifindoubt)

Thecallersdepartment,institution,agencyorThecallersdepartment,institution,agencyorfirm.firm.

The

callers

telephone

number

(include

area

The

callers

telephone

number

(include

area

code)code)

Thepurposeofthecall.Thepurposeofthecall.

Thedateandtimecallwastaken.Thedateandtimecallwastaken.

Yourinitials.Yourinitials.

Ifyouneedtoputthecalleronhold,askbeforeIfyouneedtoputthecalleronhold,askbeforeyoudoso. Somecallerswouldrathertrycallingyoudoso. Somecallerswouldrathertrycallingagain.again.


45/64

Whenyouhaveseveralincomingcallssimultaneously,Whenyouhaveseveralincomingcallssimultaneously,Handlethesituationinthefollowingmanner:Handlethesituationinthefollowingmanner:

AsksomeoneifavailableinvicinitytohelpyouAsksomeoneifavailableinvicinitytohelpyouansweringoneofthecalls.answeringoneofthecalls.

Calmlyexcuseyourself:Goodmorning. May I putyouCalmlyexcuseyourself:Goodmorning. May I putyouonholdforamomentwhile I answertheotherphone?onholdforamomentwhile I answertheotherphone?

Putthemonhold.Putthemonhold.

AnswertheothercallandaskthemifyoumayputAnswertheothercallandaskthemifyoumayputthemonhold. Returnpromptlytotheoriginalcallthemonhold. ReturnpromptlytotheoriginalcallSayingthanksforbeingonline Mr. Rajesh. IfitwillSayingthanksforbeingonline Mr. Rajesh. Ifitwillbelongerthanoneortwominutes,askifyoucanbelongerthanoneortwominutes,askifyoucanreturnthecall.returnthecall.

Whenyouneedtotransferacalltoacolleague, TakeWhenyouneedtotransferacalltoacolleague, Takethecallersnameandnotifythecolleaguesothatthecallersnameandnotifythecolleaguesothathe/shecanbereadytospeak.he/shecanbereadytospeak.


46/64

BeBe tactfultactful whenwhen coco--workersworkers areare awayaway fromfrom thetheofficeoffice.. Say,Say, he/shehe/she isis awayaway fromfrom hishis deskdesk(office)(office) nownow.. MayMay II taketake aa message?message? ratherrather

he/shehe/she isis outout forfor lunch,lunch, gonegone forfor aa breakbreak.. BeBe aa goodgood listenerlistener:: makemake notesnotes whilewhile talkingtalking onon

thethe phonephone.. IfIf youyou areare goinggoing toto putput aa callercaller ononhold,hold, makemake aa notenote ofof talktalk..

Avoid

Avoid technicaltechnical expressionsexpressions andand acronyms,acronyms,whichwhich maymay confuseconfuse thethe callercaller..

UseUse businessbusiness likelike phrasesphrases insteadinstead ofof slangslang.. SaySayYes,Yes, CertainlyCertainly andand ofof course,course, insteadinstead ofofOK,OK, Yeah,Yeah, andand UhUh--huhhuh..

WhenWhen makingmaking calls,calls, identifyidentify yourselfyourself andand thetheofficeoffice.. ThisThis isis PreetiPreeti fromfrom CustomerCustomer serviceservice HealthHealth IndiaIndia

ItIt isis courteouscourteous toto letlet thethe callercaller hanghang upup firstfirst..


47/64

APPROPRIATE GREETINGSAPPROPRIATE GREETINGS

Goodmorning,thisis PreetifromGoodmorning,thisis Preetifrom

CustomerServiceMay I helpyou?CustomerServiceMay I helpyou?

Goodafternoon,

Health

India

Customer

Good

afternoon,

Health

India

Customer

service, Preetispeaking.service, Preetispeaking.

Welcometo Health India, Thisis PreetiWelcometo Health India, Thisis Preeti

May I helpyou?May I helpyou?

MAKE AN IMPRESSION ONMAKE AN IMPRESSION ON


48/64

MAKE AN IMPRESSION ONMAKE AN IMPRESSION ON

PHONEPHONE

1.1. Project a sincere quality over the phone.Project a sincere quality over the phone. Usenaturalvocabularyandtoneofvoice.Usenaturalvocabularyandtoneofvoice.

Keepyourvoiceclearandtonebright.Keepyourvoiceclearandtonebright.

Avoidextravagantclaims,obviousexaggerations.Avoidextravagantclaims,obviousexaggerations.

Relatewhatyouaresaying,tothecallersneed.Relatewhatyouaresaying,tothecallersneed.

2. Project a friendly quality.2. Project a friendly quality.

Usetoneandmannerthatarewarmandcordial.Usetoneandmannerthatarewarmandcordial.

Smile;identifyyourself,aswellasthecaller,withSmile;identifyyourself,aswellasthecaller,with

warmthandinterest.warmthandinterest. Donotbeveryformalorinflexible.Donotbeveryformalorinflexible.

Donotrush.Donotrush.

Beattentive & Listencarefully.Beattentive & Listencarefully.

Respondtowhatthecallersays.Respondtowhatthecallersays.

Becourteous.Becourteous.


49/64

3. Project responsiveness.3. Project responsiveness.

Answerthecallersquestions.Answerthecallersquestions.

GetyourfactsstraightbycheckingwiththeGetyourfactsstraightbycheckingwiththecaller. Askquestions.caller. Askquestions.

Do

not

sound

as

ifyou

are

reading

something

Do

not

sound

as

ifyou

are

reading

something

orsayingitfromnotes.orsayingitfromnotes.

AlwayslistentowhatyouaresayingandAlwayslistentowhatyouaresayingandwhatitmeans,especiallytothecaller.whatitmeans,especiallytothecaller.

DonotspeedorrushoverpointsfamiliartoDonotspeedorrushoverpointsfamiliartoyou,butunfamiliartothecaller.you,butunfamiliartothecaller.

Avoidsoft,lowpitchspeech.Avoidsoft,lowpitchspeech.


50/64

4. Dont be mechanical?4. Dont be mechanical?

Watchagainstatiredtoneofvoice,givingtheWatchagainstatiredtoneofvoice,givingtheimpressionofsomeoneboredwithdoingthesamejobimpressionofsomeoneboredwithdoingthesamejobagainandagain.againandagain.

VaryyourphrasingfromcalltocallVaryyourphrasingfromcalltocall

Practicesayingthesamethingindifferentways.Practicesayingthesamethingindifferentways.

The mechanical skills that will make you aThe mechanical skills that will make you a

professional.professional.

Answerthephonebeforeorduringthesecondring.Answerthephonebeforeorduringthesecondring.

Holdthemouthpieceaboutaninchfromyourlips.Holdthemouthpieceaboutaninchfromyourlips. Neverslamthereceiverdown.Neverslamthereceiverdown.

Letthecallerhangupfirst.Letthecallerhangupfirst.


51/64

CHEERFUL ON TELEPHONECHEERFUL ON TELEPHONE

Creatingthe Right ImpressionCreatingthe Right Impression Initial ContactInitial Contact

FewpeopleinbusinesswanttoberudeandillFewpeopleinbusinesswanttoberudeandillmannered,yetitisalltooeasyonthetelephonetomannered,yetitisalltooeasyonthetelephonetosoundasifyouare,evenwithoutintendingto. Howdosoundasifyouare,evenwithoutintendingto. Howdo

weconveytherightimpressionoffriendlyhelpfulness?weconveytherightimpressionoffriendlyhelpfulness? Threethingsconveya Cheerful, HelpfulimageontheThreethingsconveya Cheerful, Helpfulimageonthe

telephone:telephone: Our attitudeOur attitude

Our voiceOur voice

Our wordsOur words

Thisappliesthroughoutthecall,thoughatthe InitialThisappliesthroughoutthecall,thoughatthe InitialContactitismoreimportant.Contactitismoreimportant.


52/64

RIGHT ATTITUDE ON PHONERIGHT ATTITUDE ON PHONE

A customerserviceprofessionalshouldwatchA customerserviceprofessionalshouldwatchthefollowingtoconveytherightattitudeonthefollowingtoconveytherightattitudeonphone.phone.

YourAttitudeYourAttitudeAnswerpromptly.Answerpromptly.

Identifyyourselfwithyourorganization.Identifyyourselfwithyourorganization.

Soundfriendlyandinterested.Soundfriendlyandinterested.

Get/usecallersname.Get/usecallersname. Listenattentively.Listenattentively.


53/64

YourVoiceYourVoice

Smileinvoice.Smileinvoice.

Speakclearlyanddistinctly.Speakclearlyanddistinctly. Varyvoice.Varyvoice.

Holdmouthpiecenearmouth!Holdmouthpiecenearmouth!

Yours WordsYours Words

Courteouswordsandphrases.Courteouswordsandphrases.

Avoidemotivewords.Avoidemotivewords.

PlainwordsPlainwords nojargon.nojargon.

Letusdiscussthesethreeneedsindetail.Letusdiscussthesethreeneedsindetail.


54/64

ATTITUDEATTITUDE

Answerpromptly.Answerpromptly.Answerbefore the thirdAnswerbefore the thirdring.ring.Thinkhowyouhatetobekeptwaiting. AThinkhowyouhatetobekeptwaiting. Apromptreplyhelpsgetthingsofftoagoodpromptreplyhelpsgetthingsofftoagoodstart.start.

AnswerthecallwithnameofyourdepartmentAnswerthecallwithnameofyourdepartment

andyour

own

name

so

the

caller

knows

who

is

and

your

own

name

so

the

caller

knows

who

is

hetalkingto.hetalkingto.

GetyourcallersnameGetyourcallersname anduseitduringtheanduseitduringtheconversation. Ifthecallerdoesnotgivehisconversation. Ifthecallerdoesnotgivehisname,askname,askwhos speaking/calling please?whos speaking/calling please?

notthecurtnotthecurtWhosWhos /that?/that? TreatyourcallerasthoughheisinfrontofTreatyourcallerasthoughheisinfrontof

you. Thatwayyouarelesslikelytodoyou. Thatwayyouarelesslikelytodosomethingthatmayseemrude.somethingthatmayseemrude.

VOICEVOICE


55/64

VOICEVOICE Tryandvaryyourvoice.DonottalkinaflatmonotonewiththeTryandvaryyourvoice.Donottalkinaflatmonotonewiththe

sameemphasisonallwords.sameemphasisonallwords. Stress some of words in a sentence.Stress some of words in a sentence.

SaytoyourselfSaytoyourselfThank you very muchThank you very muchwithoutemphasizinganywithoutemphasizinganyofthewords. Nowsayitagainandstressthewordofthewords. Nowsayitagainandstresstheword veryvery. Hear. Hearthedifference? Thesecondversionismuchmorealive,isntit?thedifference? Thesecondversionismuchmorealive,isntit?YoucandoitbyaddingalittlebitofenthusiasmtoyourworkYoucandoitbyaddingalittlebitofenthusiasmtoyourwork

TryandkeepaTryandkeepasmilesmileinyourvoice. Itgoesalongwaytoputtheinyourvoice. Itgoesalongwaytoputthe

callerinagoodframeofmind. Attimesitishardtokeepthatcallerinagoodframeofmind. Attimesitishardtokeepthatsmile. Fore.g.ifyouareannoyedforsomereason,pauseandsmile. Fore.g.ifyouareannoyedforsomereason,pauseandtakeadeepbreath,trytorelaxbeforeyouansweryournextcall.takeadeepbreath,trytorelaxbeforeyouansweryournextcall.Thatwayyourannoyancewillbelesslikelytoshowinyourvoice.Thatwayyourannoyancewillbelesslikelytoshowinyourvoice.

Speak clearly and distinctly.Speak clearly and distinctly. ThecallershouldnotstruggletohearThecallershouldnotstruggletohear

yourvoice.

be

sure

to

form

your

words

properly

before

you

speak.your

voice.

be

sure

to

form

your

words

properly

before

you

speak.

HoldthetelephonemouthpiecenearyourmouthotherwiseyourHoldthetelephonemouthpiecenearyourmouthotherwiseyourcareoverthepreviouspointersonyourvoicewillbewasted. Yourcareoverthepreviouspointersonyourvoicewillbewasted. Yourcallerwillnothearyou!callerwillnothearyou!


56/64

WORDSWORDS

Usecourteouswordsandphrases. ItisalltooUsecourteouswordsandphrases. Itisalltooeasytousethewrongwordsandsoundeasytousethewrongwordsandsoundabrupt.abrupt. May I ask you to note down ourMay I ask you to note down ouraddress?address?soundsmuchbetteroverthesoundsmuchbetteroverthetelephonethantelephonethanYoull have write down ourYoull have write down our

addressaddress.. Avoidemotivewords. Forexample,Avoidemotivewords. Forexample,youyou

failed to intimate us within 24 hrsfailed to intimate us within 24 hrs..

FailedFailedisaveryemotivewordandthereareisaveryemotivewordandthereare

nearlyalways

alternative

words

or

phrases

nearly

always

alternative

words

or

phrases

available.available.

3.3.Useplain,simplewordsasmuchasUseplain,simplewordsasmuchaspossible. Dontconfuseyourcallerwithpossible. Dontconfuseyourcallerwithtechnicaljargon.technicaljargon.


57/64

LISTENINGLISTENING

A customerserviceprofessionalalsoneedstobeagoodlistener.A customerserviceprofessionalalsoneedstobeagoodlistener.Listeningattentivelytothecustomerhelpsyoutounderstandhis/herListeningattentivelytothecustomerhelpsyoutounderstandhis/herneedsandguideyoutosatisfythesame.needsandguideyoutosatisfythesame.

Callerswill:Callerswill:

-- MakestatementsMakestatements

-- Offerobjections,andOfferobjections,and

-- AskquestionsAskquestions

Youwill:Youwill: HearwhatyouwanttoHearwhatyouwantto

HearwhatyouexpecttoHearwhatyouexpectto

Rathertrythis:Rathertrythis:

-- Askquestionstodetermine NEED.Askquestionstodetermine NEED.

-- SelectacourseofACTION andmakespecificstatements.SelectacourseofACTION andmakespecificstatements.

Remain POSITIVE & SERVICE oriented.Remain POSITIVE & SERVICE oriented.

SOME REASONS WHY PEOPLE FAIL TOSOME REASONS WHY PEOPLE FAIL TO


58/64

SOME REASONS WHY PEOPLE FAIL TOSOME REASONS WHY PEOPLE FAIL TO

LISTENLISTEN

Theyanticipatewhatisgoingtobesaidandswitchoff.Theyanticipatewhatisgoingtobesaidandswitchoff. Theyareplanningwhattosaywhenitstheirturn.Theyareplanningwhattosaywhenitstheirturn.

Theymaybetiredorworriedi.e.notabletoconcentrateTheymaybetiredorworriedi.e.notabletoconcentrate

TheycanthearortheyfindthespeakersvoicedullandTheycanthearortheyfindthespeakersvoicedulland

monotonous.monotonous. Theconversationistoocomplexordifficulttofollow.Theconversationistoocomplexordifficulttofollow.

Thespeakerlackscredibilityandconfidence.Thespeakerlackscredibilityandconfidence.

Uncomfortableofficeenvironment & externaldistractionsUncomfortableofficeenvironment & externaldistractions

Feelinghungryorfeelingsleepy(afterlunch)Feelinghungryorfeelingsleepy(afterlunch)


59/64

The Telephone Courtesy TestThe Telephone Courtesy Test

Ifitinterestsyoutoknowhowgoodyourtelephonemannersmybe,theIfitinterestsyoutoknowhowgoodyourtelephonemannersmybe,the

numberoftimesyoucananswerYestothefollowingquestionswillnumberoftimesyoucananswerYestothefollowingquestionswillgiveyouyourrating. IfeveryoneisYes,youdeservenotmerelyagiveyouyourrating. IfeveryoneisYes,youdeservenotmerelya

crownbutahalo!crownbutahalo!

1.1. DoyoumakesureofthecorrectnumbersoasnottoriskdisturbingDoyoumakesureofthecorrectnumbersoasnottoriskdisturbingstrangersbyCallingfrommemory?strangersbyCallingfrommemory?

2.2. DoyoumakesurethatyourconversationswithbusypeopleareasDoyoumakesurethatyourconversationswithbusypeopleareasbriefaspossible?briefaspossible?

3.3. Whencallingintimatefriendswhodonotrecognizeyourvoice,doWhencallingintimatefriendswhodonotrecognizeyourvoice,doyouresistplayingagameofguesswho?andannounceyourselfyouresistplayingagameofguesswho?andannounceyourself

promptly?promptly?

4. Doyoutrytotimeyourcallssoasnottointerferewiththe4. Doyoutrytotimeyourcallssoasnottointerferewiththe

occupationsofthoseyoucallmostoften?occupationsofthoseyoucallmostoften?


60/64

5.5. Doyoumakebusinesscallswellbeforethecloseofofficehours,Doyoumakebusinesscallswellbeforethecloseofofficehours,

especiallyifyou

are

calling

aperson

whom

you

know

is

acommuter

?especially

ifyou

are

calling

aperson

whom

you

know

is

acommuter

?

6.6. Inabusinessoffice,doyouexplaintopersonalfriendsinclinedtotalkatInabusinessoffice,doyouexplaintopersonalfriendsinclinedtotalkatlengththatyouwillcallthemafterhours?lengththatyouwillcallthemafterhours?

7.7. DoyoutreatwrongDoyoutreatwrong--numbercallsasamutualinconvenienceandanswer.numbercallsasamutualinconvenienceandanswer.Sorry,wrongnumber,inatoneofpolitesympathyinsteadofshowingSorry,wrongnumber,inatoneofpolitesympathyinsteadofshowing

illill--temperedannoyance?temperedannoyance?

8.8. Onadialtelephone,doyoualwayswaitforthedialtone?Onadialtelephone,doyoualwayswaitforthedialtone?

9.9. Whenthenumberyouarecallingisnotansweredquickly,doyouwaitWhenthenumberyouarecallingisnotansweredquickly,doyouwaitlongenoughforsomeonetolayasidewhatheorshemaybedoingandlongenoughforsomeonetolayasidewhatheorshemaybedoingandtoreachthetelephone? Itisveryannoyingtohavebeendisturbedjusttotoreachthetelephone? Itisveryannoyingtohavebeendisturbedjustto

pickupthetelephoneandfindthecallerhashungup.pickupthetelephoneandfindthecallerhashungup.

10.10. Whenmakinganumberofcallsonapartyline,doyouspacethemsoWhenmakinganumberofcallsonapartyline,doyouspacethemsothatothersonthelinemayhaveachancetousetheirtelephones?thatothersonthelinemayhaveachancetousetheirtelephones?


61/64

HowyoucomeacrossonthephoneHowyoucomeacrossonthephone

Answerthefollowing TrueorFalse:Answerthefollowing TrueorFalse:

1.1. A personcallingabusinessofficeshouldannounceA personcallingabusinessofficeshouldannouncehimselftothesecretaryasMr. HookofBrownandhimselftothesecretaryasMr. HookofBrownandSmith,andwhenhegetsthepersonhewantssay,Smith,andwhenhegetsthepersonhewantssay,ThisisBryce Hook.ThisisBryce Hook.

2.2. A housewifeproperlyanswersthephone,Sally SiltA housewifeproperlyanswersthephone,Sally Silt

speaking.speaking.3.3. ItisimpropertoaskacallertoidentifyhimselfbeforeItisimpropertoaskacallertoidentifyhimselfbefore

answeringhisquestions.answeringhisquestions.

4.4. AnolderpersoncallingayoungerpersonintroducesAnolderpersoncallingayoungerpersonintroduceshimselfwithhisfullname,Wally Trollcalling.himselfwithhisfullname,Wally Trollcalling.

5.5. A womanwhointroducesherselfas Mary SmithshouldA womanwhointroducesherselfas Mary SmithshouldnotbeaddressedbythepersonsheintroducesherselfnotbeaddressedbythepersonsheintroducesherselftoasMarry.toasMarry.


62/64

6.6. ItisagoodideatobeinganinvitationbycheckingaItisagoodideatobeinganinvitationbycheckinga

personsavailability:Whatareyoudoing Fridaynight?personsavailability:Whatareyoudoing Fridaynight?7.7. A personwhogetsawrongnumbershouldapologizeandA personwhogetsawrongnumbershouldapologizeand

say,Whatnumberisthis?say,Whatnumberisthis?

8.8. ItisneveracceptabletoendaconversationuntiltheItisneveracceptabletoendaconversationuntilthecallerterminatesit.callerterminatesit.

9.9. DemocraticpracticecallsforintroducingyourselftoDemocraticpracticecallsforintroducingyourselftowhoeveranswersthephonebyyourfirstname:thisiswhoeveranswersthephonebyyourfirstname:thisisJake Freelycalling.Jake Freelycalling.

10.10. BecauseoftheneedforefficiencyinofficesitisBecauseoftheneedforefficiencyinofficesitispermissibleforapersontoinitiateacallonasecondlinepermissibleforapersontoinitiateacallonasecondline

afterhehasputinacallonthefirstlineandtoasktheafterhehasputinacallonthefirstlineandtoaskthepersontopleasewaitaminute.persontopleasewaitaminute.


63/64

11.11. Womendonotrefertothemselvesas MissorMrs.,Womendonotrefertothemselvesas MissorMrs.,

whenusingtheirfullname:Thisis Miss Mary Smith.whenusingtheirfullname:Thisis Miss Mary Smith.Thisis Mrs. Eve Adams.Thisis Mrs. Eve Adams.

12.12. WhenreceivingatelephonedinvitationitispropertoWhenreceivingatelephonedinvitationitispropertoreply,Illletyouknow,beforecommittingyourself,inreply,Illletyouknow,beforecommittingyourself,incasesomethingbetterturnsup.casesomethingbetterturnsup.

13.13. AninvitationshouldbeprecededbyalengthyAninvitationshouldbeprecededbyalengthyconversation.conversation.

14.14. AsasimpleprecautionahousewifedoesnotidentifyAsasimpleprecautionahousewifedoesnotidentifyherselfuponansweringthephone.herselfuponansweringthephone.

15.15.F

riendshave

an

obligations

to

recognize

your

voice

Friends

have

an

obligations

to

recognize

your

voice

immediatelysoitisnotnecessarytoidentifyyourselfimmediatelysoitisnotnecessarytoidentifyyourselfwhenphoning.whenphoning.


64/64

art of communication - how you come across

Documents