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- By Neha Agarwal
B.Tech,ECE-I,IV – SEM Roll.No.:43
Subject :~ Communications Skills by Mr. Ashish Johari
There are more than 700 million telephones today. • The secret of an effective communication by telephone consists in control of the following things: – Your emotions.Introduction It took a mobile phone 100 years to become the largest and most complex network ever created by men. improve your work efficiency and give you an advantage in a very competitive business environment. . – Nature of the call. The ability to communicate by telephone can help reduce stress in the workplace.
gather in stomach and make a deep breath. ease the nerves. Excessive face. Before dialling you should get rid of stress. – Tense up your muscle. peevish. Relax the whole body. relax mentally and physically.Control Your Emotions • Many people pertain fear of telephone communication. As the physical stress grows you start to lose concentration and your ability to communicate effectively. Lower shoulders. . and unclench toes and relax in the chair. Clutch the fists. imagining that you are lying on the golden sand of the clean. – Breathe out slowly. – The next five seconds breathe calmly. and a stressed woman appears to be emotional and unpredictable. purse toes. neck and shoulders muscle strain alter your voice. Feel how peace and relaxation permeate your body. A stressed male person appears to be older. • Here are a few exercises that will help you do this quickly and quietly. blue ocean shore. – Finally.
– In a telephone conversation with the unknown person. as responding your phone call. try to imagine his appearance by his voice. – If you know how he/she looks like. may lose power of speech in such situations. – use exactly the same language of the body. . Even the smartest and quick-witted person. means you cannot offend him by finish the conversation once delivering your message. confident and natural… – If you have an important conversation which cannot be avoided than. then it isn’t difficult to imagine his portrait in mind. • There are three reasons for this: – You decided to take your interlocutor’s time.How to walk way microphone fear The fear of microphone can cause complications to people communicate by telephone also. – Personally calling your interlocutor. a person. if possible you should call first rather than wait for the call. and you have more chances to talk in the right direction. – You choose how to start conversation. then the interlocutor is likely to have strong constitution. the voice becomes more flexible. as you do in personal communication as When feelings reflect on your face. • This fear can be defeated easily you just need to: – Imagine that the person you are calling is sitting right in front of you and address him directly. • Light and indecisive intonation might suggest a delicate and slightly bashful person. This gives you a psychological advantage over your interlocutor. • Deep and resounding. obeys to you. at least temporarily.
If before calling you better think over again all the details as it would reduce the possibility to commit a mistake. till you can clearly state your message • • The delay. keep in mind several acceptable hours and dates. at 10:00 – is it OK with you?” . if you want to complain about something.Have a clear idea of what you want to say Before making the phone call. in the following cases could save your reputation: When you are angry or distressed. if he is free at this time. 23. Postpone the call.You make your interlocutor think. calmly and efficiently. Having postponed the call. you should have a clear idea of what you want to achieve by this call. which usually leads to a senseless waste of time. rather than questioning the need to meet with you. for example. • • • . Postpone a call when you need to check the reliability of important facts. The question like: "On Friday. When you are too tired for successful conversation postpone the phone call and relax for better conversation. you give yourself time to calm down in order to express your thoughts clearly. Ask yourself: "What is the purpose of my conversation with this person?" If you want to arrange a meeting and suggest possible refusal.
Change ears in order to interpret correctly . try to hold the phone at the right ear. Sounds coming to this ear are passed in the left hemisphere of the brain slightly faster than those received by the right hemisphere. trying to determine the emotional state of someone. it may increase your sensitivity to signals not expressed by the words. This happens because the pulse velocity of the audible channels leading in the opposite hemisphere is a bit higher. for example. . hold the phone at the left ear. This means that the sounds will reach the right brain hemisphere a little earlier than the left.scientific fact the contralateral nerve fibres is weaker than ipsilateral • If a phone conversation requires from you analysis of complex facts and figures as well as logical and objective evaluation of information. Since for most people the right hemisphere is responsible for the imagination and intuition. • If the message is to be better assessed at the intuitive level. As for majority of people left hemisphere of the brain is responsible for analysis and logical processing of information.
If you are caught napping.. bypassing acute angles. and you won’t be overtaken. And only them you might probably be heard. The five basic rules. If possible.Make telephone conversation more reputable To do this you have to stand rather than sit during the telephone conversation that literally will enhance your sense of power over the person and sharp your mind. Never try to alleviate the problem.». First tell your interlocutor what you are actually going to tell him/her 2. Start the conversation like this: "The reason for my call is. . 5. then proceed to the heart of the matter. Check your understanding of the results of the conversation. When talking on the phone always remember the rule of threefold repetition: 1. 3. 1. better apology and call back after you’ll think over your response. 4. When we stand all systems of our body are on alert both physically and mentally. Then repeat him what you’ve already said to him. So you can prepare for a conversation. Then tell him/her what you want to tell. Go straight to the point. never respond immediately. Before ending the conversation. take the initiative yourself and call first. 2.. 3. which can be guided for all types of unpleasant phone calls/ conversation.
so we do not miss it?" This phrase requires the interlocutor more details. – If its hard for you to ask people about money. but also sets the wrong tone for the entire conversation. please. when exactly the payment has been send. . – A good response might be considered this: "Could you tell me. Efficiency and directness are the best tactic here.Here are several types of calls that are usually rather unpleasant to do. The answer like: "A couple of days ago. This not only sounds false. leaving yourself an opportunity once again to ask for the debt. rehearse your reaction to a possible interlocutor reaction. should have already be received. There is no reason to go around or pretend that you are only going to enquire about his/her health. in order not to commit an error from the very beginning. for example. • Collection of debts from an important client – Tactful. firmness. – If. orders or dates. – If the customer is known as an unrivalled master of financial peculiarities and uses any excuses to delay payment until the last minute. it is best to accept this explanation. etc. he uses the classic excuse like: "The bank account has already been paid. when money in your opinion." say that in case the money would not be received by tomorrow." which is considered to be one of the three most common forms of deception. then its a good idea to write down the key points of your message and also its important to be precise while stating facts like account numbers.
“Yes. acknowledge your guilt. Psychologically the client will feel that he is already obliged to you. . because you have already done something for him. Tell him you’ll do everything in your power to remedy the situation. responding with neutral phrases like "I see". sometimes it’s useful to say that you’ll call back. Indeed the ability to professionally address the complaint can be turned into an opportunity for other sales. but will also make you an advantage as this time you will be calling. Never let yourself be intimidated and do not start immediately to apologize. Do not hold the line. This will not only give him some time to cool down. ask the customer his telephone number and assure him that you’ll call back as soon as you get familiar to the situation. Give your name. etc. asking open-ended questions such as: "What is other the difficulties you have faced? "" Has the Customer service been unable to resolve your problem differently?" If you do not have all necessary information to effectively respond a question or complaint. of course". If you are wrong. to be able to assess the validity of complaints. you will only strengthen his rage to the point when no reasonable dialogue is possible. Even if you can give an immediate answer. your phone number and offer to address you in case any problems occur. and then politely and sincerely apologize without humiliating yourself nor bringing bad reputation to company.• Hear reasonable notices of claim Stay calm and unprovoked. Get all possible information to have a full true idea of what has happened. As losing your composure. no matter how aggressive your interlocutor might be. Let the person blow off. Think deeper.
Carefully plan such conversations. Rehearse the call in mind. but nevertheless be firm. anticipating any possible tactics .Summary 1. . Be polite during the telephone conversation. 2. 3.
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