telephonic conversations

8/3/2019 Telephonic Conversations

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TELEPHONIC CONVERSATIONSSteffi Fernandes (72)

Prerna Nahata (104)

Alka Yadav (144)

Hello..

Hi!!
http://www.delnorteknights.com/~career/Images/TelephoneConversation3.JPG


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Points to RememberIt is a substitute for face-to-face conversations. Thereforewe need to work at finding ways to compensate for whatwe are missing out on:

We cannot see what the other person is doing;

We cannot see facial expressions, manners, reactions;

We cannot lip-read what the other person is saying;

We cannot use illustrations to help them understand


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Starting the Conversation

Formal

May/Could/Can I speakto B, please? This is Acalling.

Id like to speak to B,

please. This is A.

This is A. Is B in, please?

Informal

Is B there?

B, please.


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Putting Others on Hold

Formal:

Would you mind holding aminute while I try to find

B? Could you hold, please?

Please hold a moment.

One

Just a moment please.Wait a Ill see ifB is in.

Informal:

Hang on. Ill get B.

Just a sec.


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How to Reply When Someone is Not

Available

Im sorry, but B is not here right now. May I take amessage, or would you like to call back later?

busy have B return your call? B is occupiednow. Would you like to leave a message?

tied up call back later?

come to the phone Im afraid B cant speak to you at this time.

take the call

in a few minutes? Could you call back in a little while?

later?


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Wrong NumbersIf youre the person who makes the phone call:

have Oh, Im sorry. I guess I havethe wrong number.

must have Oh, I was trying to reach (give phone number). Is this (give phone number). Oh, Im sorry to disturb you. I dialed the wrong number.

If youre the person who answers the phone:

Im sorry. You have the wrong number.

Im sorry. Theres no one here by that name. I think youdialed the wrong number.


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Leaving a Message on Answering

Machine or Voice Mail

When theres no one to answer the telephone, you will need toleave a message to make sure that the receiver has all theinformation he/she needs.

Your Name: Hello, this is Dev./Hello, My name is Dev Gupta.

Time: It's ten in the morning./Its about noon.

Reason for Calling: I'm phoning (calling/ringing) to find out if../to see if../to let you know that../ to tell you that..

Make a Request: Could you call (ring/telephone) meback?/Would you mind..?

Your telephone number: My number is../You can reach me at../Call me at..

Finish: Thanks a lot, bye./I'll talk to you later, bye.


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Example of a message

Telephone:

(Ring.. Ring..) Hello, this is Dev. I'm afraid I'm not in at themoment. Please leave a message after the beep..... (beep)

Rishi:

Hi Dev, this is Rishi. It's about noon and I'm calling to see if youwould like to go to the Mets game on Friday. Could you call me

back? You can reach me at 367-8925 until five this afternoon. I'lltalk to you later, bye.


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Informal ConversationHarsh: Hello,Arya: Hey whats up?Harsh: Not much. Im in the office right now but Ive got a few

minutes to kill before my boss gets back.Arya: Cool. What are you up to this weekend?Harsh: Not sure yet. Ive got no plans as of now but Im definitely

up for something.Arya: How about a round of golf Saturday afternoon and then well

hit the town later.Harsh: Sounds perfect. Oh no, thats right, I think I have some

kind of boring work function I have to go to.Arya: That sucks, is there any way you can get out of it?

Harsh: Ill try to think of something.Arya: You better. Its going to be a great afternoon.Harsh: Ill see what I can do. Ill keep you posted.Arya: Alright. Make sure you get back to me by Thursday.Harsh: Will do.Arya: Ok. Later

Harsh: Later


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Formal Conversation

A: Good afternoon, Economic Development Department. Thisis Rita. How may I help you?

B: Good afternoon. My name is Tanya. May I please speakwith Mrs. Flora Thomas?

A:Im sorry, Mrs. Thomas is in a meeting right now. May I

take a message?B: Yes. Please tell her that Mr. Bob from the local Chamber of

Commerce called, and I would like to set up a meeting withher at her earliest convenience.

A: And may I have your telephone number, please?

B: Of course. It is 022-414-5555.A: Thank you. I will give her the message.

B: Thank you. Good-bye.

A: Good-bye.


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Basic Rules for Answering the

Phone Professionally1. The 4 answering courtesies: Greet the caller State your organisation (or department) Introduce yourself Offer your help

e.g. Good afternoon, Accounts, Harsh Sen speaking. How may Ihelp?

2. Show ENTHUSIASM. Help make the caller feel welcomeA tired voice lacking in enthusiasm is very unappealing andreflects on the professionalism of your organisation.

3. Use friendly phrasese.g. Thanks for calling. May I help you?

4. SMILEas you pick up the receiver.


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Closing the Business Conversation1. Thank the caller.2. Let the caller know you appreciate his/her business.3. Provide assurance that any promises will be fulfilled.4. Leave the caller with a positive feeling5. Let the caller hang up first- This is simple courtesy, plus it gives

the caller a final chance to add something.

Some courteous closing statement examples: "Thank you for calling. We appreciate your business "Thanks for your order. "Feel free to call us anytime. "I'm glad we were able to help. "Goodbye and thanks for calling. "I enjoyed talking with you. "If you have any additional questions please call me."


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Telephonic Conversation With a

Client- Some Tips Preparation Time:

Before making an important call, take a few moments to prepare.Know the reason for your call, and prepare any questions orinformation you need. It helps to write notes on a paper, so youdon't get sidetracked during the conversation.

Take Notes:During the call, write down the relevant points you discussed. Thisshows your efficiency and attention to detail, and helps avoidrepeat phone calls for the same information.

Energize your voice:

A good trick is to stand up when you talk. When you sit during aphone call, your diaphragm is compressed. When you stand upand move around, you breathe more freely. You have moreenergy, which will come across in your voice.


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Smile:

The person you speak to won't see the smile, but the warmth thatcomes from a smile will come across the phone line!

Avoid disturbances:

If you are calling from home, make your calls away fromdistracting noises such as the washing machine or TV. And don'teat, chew gum or drink during a business conversation. Peoplecan hear more than you think.


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Phone InterviewsPhone Interviews have become a common tool for judging thesuitability of job applicants and screening out those who do notmatch the job requirements. Hence, as a job seeker, you must nottake the phone interview lightly which is the first phase of theinterviewing process.

Just as you would prepare yourself for the face-to-face interview,you should also devote sometime for planning and preparing forthe phone interview.

Time & ConcentrationKeep enough time aside for the phone interview and makearrangements so that you will not be interrupted through thecourse of the telephonic interview. Be completely focused.

Preparation

Keep a pen and paper handy to jot down important informationthat you may have access to during the phone interview. If youhad applied for this position through a newspaper ad, keep the ad

cutting in front of you along with a copy of your current resume.


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Demeanor

From the moment you take the call and till the time you end thecall, remember that you are being screened. Hence, you must putevery effort into conversing and communicating well with theinterviewer. You should sound interested, excited and involved.

Listening SkillsThis requires very good listening skills. Don't speak out of turnand especially while the interviewer is talking. Listen well to theinterviewer and then answer questions clearly and confidently.

? Seek Information

The phone interview is often used as a means to analyze andjudge the suitability of the candidate as well as know more aboutthem. It also provides the candidate an opportunity to understandwhat the job entails. Hence, you must also ask questions tat willhelp you to know more about the prospective job as well as theCo, its policies and your ability to meet these requirements.


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Some Tips on Telephonic Interviews

(Video)


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A Poor Phone Interview (Video)


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What to say when:

You can't hear someone -

"I'm sorry, could you speak up, please?"

"I'm sorry, I can't hear you very well.

"I'm sorry, the line's bad - could you repeat what you just

said?

You don't understand what someone says -

"I'm sorry, I didn't get that. Could you say it again,please?"

"I'm afraid I don't follow you. Could you repeat it,please?"

"I'm sorry, I'm not sure I understand. Would you mindexplaining it again, please?"


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What to say when:

You want to correct what the other person has said -

"Actually, it's 16, not 60." (Stress the two words wherethere is confusion - in this example the 16 and the 60.)

"I'm sorry, but I think there's been a misunderstanding.The payment's due next week, not next month."

"I'm sorry, but that's not quite right.." (When you referback to what someone has just said. You then go on to saywhat IS right.)

Checking that you understand something -

"So if I understand you correctly"

"When you say do you mean?"


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Telephone Etiquettes Short and Sweet :

By keeping your initial telephone conversation brief, you will givethe person impression that you are busy and in demand. Also if youare ending the conversation it will keep you in the position tocontrol others.

Leave them High:People usually remember what you say last. So, its important toprepare well for ending the conversation, making an effort to leavea positive note.

Add Purpose:Dont just call to chitchat. Remember the rule Short and Sweet.Ready with a purpose to your call. This plan will serve you as a backup weapon.

Stick to the point while leaving message:Dont give irrelevant information in message.


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Be Positive:Complaints are a real turn off. Once in while is OK. You can avoidlooking needy by keeping your emotional baggage to yourself atthe beginning. Make an effort to keep all the conversationspositive.

Leave a message only on second call:You should avoid leaving a message on the first call. Upon secondcall leave a message and dont call again until they get back toyou.

Time your call Well:Phone calls during working hours are complete NO. Set up a time

in evening or free time to have a discussion. To plan a meetinform them on weekdays. Avoid making calls on weekends.


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Some Dos and Donts Make use of phrases such as "May I help You", "You are

welcome", and "Thank You", etc.

Always speak clearly so that the other person canunderstand what you are saying.

Always adopt a pleasant tone of voice and be attentive.

When placing a call on hold, inform the caller of the same.

Never slam the phone Put the receiver down gently.

Avoid using slang.

Don't interruptthe caller whenspeaking.


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.Thank You.

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