TELEPHONING

ESP 2012 MR. AHMAD SABRI BIN AHMAD HARNAINI

INTRODUCTION

Telephone is an important tool for business use because it allows for quick and direct communication. Telephone communication skills are very important as this form of communication invariably helps create the first impression. In business, it is vital to make a good impression on the telephone. The effective use of the telephone demands that we sharpen up our personal speaking and listening abilities.

TIPS ON TELEPHONE ETIQUETTE

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Always attempt to answer the telephone immediately, preferably before the third ring. This helps caller to know that you value their call and this helps both of you and the caller to get off on the right footing. In addition, answering immediately helps you to continue with your work without being disturbed by the sound of the ringing telephone. When on the telephone, give your fullest attention to the person at the other end of the line. Ask for clarification if you dont understand. Speak confidently so the caller can trust that you are able to help them. Be polite, be generous with the use of please and thank you. More importantly, be sincere. Say thank you as if you really mean it. Caller can tell the differnce!

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4. Always show that you are a helpful person, do not end a conversation by saying that you are unable to help, if you dont have the information that the caller needs, transfer the call to someone who has it. Or else, tell the caller that you are going to call back as soon as you get the information. 5. Minimize your time on the telephone, keep conversations to the point, without appearing rude. Remember that others may be waiting to call. Avoid making personal calls at your work place. If that really is need, keep it short. 6. Telephone etiquette dictates that the person who made the call, ends the call. If you are the one who ends the call, do so politely: thank you for calling Ms Tan.

Revisiting etiquette and polite expressions