CHAPTER 2

EFFECTIVE
TELEPHONE
COMMUNICATION
 EFFECTIVE TELEPHONE
COMMUNICATION

• When you handle telephone calls at work, you are

representing your company.
• To create a positive image, you should develop
good communication skills.
• Your voice, pronunciation, grammar, vocabulary and
attitude contribute to the impression you make
when using the telephone.
• First impression of the company is often based on
how you are treated by the person answering your
call.
MAKING A F AVORABL E F IRS T IMPRESSION
MAKING A F AVORABL E F IRS T IMPRESSION

• refers to the changes in pitch used to emphasize

words and get your meaning across to the listener.
• try to vary the tone of your voice to express
feeling and emphasize ideas.
• avoid speaking in a monotonous voice.
Tone • an animated voice reflects interest in the caller and
helps you to communicate effectively and
successfully.
• avoid speaking in a very high-pitchedvoice
or very low-pitched voice.
MAKING A F AVORABL E F IRS T IMPRESSION

 is the rate of speech.

 the rate of which you talk on the
telephone can affect the ability of the
listener to understand your message.
 if you speak too rapidly, listener may
Pace not hear the information and when you
speak too slowly, the listener may
become bored, insulted, or inattentive.
 you must learn to adjust your pace to
fit the needs of those with whom you
are communicating.
MAKING A F AVORABL E F IRS T IMPRESSION

 do not shout or speak to softly that the

listener cannot hear what you are
saying.
 avoid using extremes in volume when
Volume speaking on the telephone.
 modulating your voice means controlling
the volume so that you are speaking
neither too loudly nor too softly.
MAKING A F AVORABL E F IRS T IMPRESSION

VOCABULARY

GRAMMAR

PRONUNCIATION
MAKING A F AVORABL E F IRS T IMPRESSION

 Your voice and speaking skills are put to the

test when you speak on the telephone.
 Speaking skills such as word pronunciation,
grammar, and vocabulary usage affect the
impression you give over the phone.
 Pronunciation
 Correct pronunciation of words is essential
for understanding.
 Proper enunciation (Pronounce words
clearly and distinctly) is also important.
MAKING A F AVORABL E F IRS T IMPRESSION

Tips to improve pronunciation or trouble communicating

because of an accent:

Pronounce words correctly and enunciate clearly

Speak slowly, but not so slowly that you insult or

annoy the caller.

If you are unsure of any pronunciation, look it up in

your dictionary.

Avoid long words, complicated phrases, or long

sentences.
MAKING A F AVORABL E F IRS T IMPRESSION

Grammar
 Follow basic grammar standards – will help
you project a favorable impression of yourself
and company.
 Avoid use of slang or regional expressions
that may not be widely known or understood.
 Always ask for an explanation if you do not
understand and expression or phrase.
MAKING A F AVORABL E F IRS T IMPRESSION

Vocabulary
 Improveyour professional and personal vocabulary – learn
new terms that relate to your position.
 Learn words that will help you express your feelings,
ideas, and needs.
 Avoid
using trendy, slang expressions in formal business
communication.
 Learn some simple courtesy phrases to use when speaking
with international callers.
 Keepa list of basic phrases along with their translations
and pronunciations – practice them.
INCOMING TELEPHONE CALLS

You must know how to handle a variety of

situations and take care of caller requests, needs
and problems.
Thefollowings are techniques that may help you to
communicate effectively:
Answer and Ending Calls
1. Answer promptly
2. Identify yourself
3. Conclude the call
 Answering and Ending Calls
1. Answer Promptly
- answer all incoming calls promptly and pleasantly.
- if possible, answer the telephone after the first ring.
- when you reach for the receiver, have a pen and paper/notepad to take
messages or place a shortcut on your desktop to key messages using
computer.

2. Identify Yourself
- many companies use automated telephone systems to answer the calls.
- otherwise, you should identify the company first, then yourself.
- e.g. “Good afternoon. Binaraya Electronics, Hanimadu
speaking.”

3. Conclude the Call

- the person who places the call is the one who ends the conversation
and hang up first.
- you may also use the caller’s name if you want to end the conversation.
e.g. “Thank you for calling, Mr. Chow. I will be sure to give Mr. Sadik the
message.”
 Answering and Ending Calls

Assisting Callers

• Listen attentively to the caller’s questions and

comments.
• If more time is needed to find information, tell him/her
that you will call back. DO NOT let him/her wait.
• Give accurate information to callers.
• If you do not know the answer to a question, you may
tell the caller that you will obtain the information and
call back or offer to transfer the call to someone who
can answer the question.

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 Answering and Ending Calls

Assisting Callers

Placing a Caller on Hold

 If another incoming call is waiting while you are
talking on the phone, you must put the caller on
hold while you answer the other call on another line.
 Politely inform the caller that you are placing him or
her on hold.
 When a caller is on hold, check back frequently to
reassure the caller that he or she has not been
forgotten.
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 Answering and Ending Calls

Assisting Callers

Transferring Calls
 When a caller has reached a wrong extension, calls must be
transferred to the right person, or calls/requests can be
answered more effectively by another persons.
 Always tell the caller why the transfer is necessary.
e.g. “I will transfer your call to En. Rashid. He will be able to
provide the information you need.”

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 Answering and Ending Calls

Assisting Callers

Handling a Disconnected Call

 If your line is disconnected while you are talking, the
general rule is that the person who placed the call should
call back immediately after the disconnection.
 Thatperson has the telephone number and should be able
to redial the call quickly.

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 Answering and Ending Calls

Assisting Callers

Handling Difficult Calls

 Sometimes you may handle difficult callers (angry persons,
unreasonable, insensitive, rude, demanding, or highly emotional).
 These calls are very stressful. You must control yourself and
remain professional – maintain goodwill with the caller.
Guidelines to handle difficult calls
Try to resolve the matter if possible.
Always present a helpful, positive and sincere attitude, even in
an adverse situation.
Remain outwardly calm and do not display defensive behavior.
If the caller is abusive and uses profanity, identify the caller and
end the conversation quickly.
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 Answering and Ending Calls

Screening Calls and Taking Messages

Screening Calls
 A procedure used to determine who is calling and the
purpose of the call.
 When screening calls, find out who is calling.
 E.g. “May I know who is calling?”, “May I have your name?”,
“May I know who’s on the line, please?”.

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 Answering and Ending Calls

Screening Calls and Taking Messages

Giving Information
 When an executive is not around, do not reveal unnecessary or
sensitive information to callers.
 Offer to take message or assist the caller yourself if your manager
not around.
 Give the caller enough information to explain the person’s absence.
 E.g. “Miss Chombi is in a meeting right now and won’t be around
until the rest of the day. Can you leave your message?

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 Answering and Ending Calls

Screening Calls and Taking Messages

Taking Messages
You must have a pad or printed message forms for recording
telephone messages.
When recording messages, be sure that it is accurate and
complete. Make sure your handwriting is legible.

Each message should include the following:

Date and time of the call
Name of the caller with the caller’s company
Caller’s telephone number
Details of the message
Your name or initials

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 Answering and Ending Calls

Screening Calls and Taking Messages

Taking Messages
Many companies have software that used to complete an
electronic message.

Using a computer message offers these advantages.

Less time is needed to key a message than to write it.
The number of lost messages is reduced, because messages
can be transferred immediately to the intended receiver.
Printed message forms are not needed.

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 OUTGOING TELEPHONE CALLS

PLANNING CALLS

 Every calls requires preparation and planning.

 Items or information needed to have available before making the call:
– Dates and times of any meetings or planned events that relate to
the call
– Documents that relate to the topic discussed
– Questions that you want to ask
– Pen and paper or your computer to take notes during the call

• Personal Telephone Calls

– Follow your company’s policy regarding making or receiving
personal telephone calls at work.
– Companies may limit/discourage personal calls. However, brief or
urgent calls are permitted e.g. Emergency calls.
 OUTGOING TELEPHONE CALLS

PLANNING CALLS

• Calls on Mobile Phones

– Employees who are away from the office will keep in touch with
their co-workers and customers using mobile phone.
– Plan to place and receive calls on a mobile phone at appropriate times
and places.
– Do not use mobile phone in meetings and restaurants because it
might disturb others.
– Confidential information should not be discussed in public area.
– Use caution when talking on the phone while driving a car, as this may
distract your attention from driving.
– Be aware of laws regarding cell phone use while you travel.
 OUTGOING TELEPHONE CALLS

PLANNING CALLS

• Time Zones
• Time zone is a geographical region that has the same standard
time.
• It is important that you be aware of time zone differences when
placing long-distance calls.
• Avoid calling when the time is before or after business hours.
 OUTGOING TELEPHONE CALLS

PLANNING CALLS

• Conference Calls
– Is placed when it is necessary to talk simultaneously with
persons at several different locations at one time.
– Conference calls are set up in advance with a conference
operator.
 OUTGOING TELEPHONE CALLS
PLANNING CALLS
Planning a conference call
• Inform all participants of the date,
time, and proposed length of the
call.
• Verify everyone’s telephone
number.
• Send any needed information or
items for discussion to all
participants in advance.
• Identify the objectives and
intended outcomes of the call.
• If using a service provider, call in
advance and give accurate
numbers, names, date, time, and
the expected duration of the call.
Procedures during conference
call
 Take roll. Call out the names of all
participants.
• Lead the call by presenting the
agenda and conference guidelines.
• Have participants identify
themselves when speaking.
• Speak clearly, spelling out difficult
or unusual names and terms.
• Avoid interrupting other
speakers.
• Take notes of important points
and comments.
• Apply good listening skills.
• Encourage discussion and
participation from everyone.
End of Chapter 2