Professional Documents
Culture Documents
Chapter 4
EFFECTIVE TELEPHONE
COMMUNICATIONS
Lecturer : Intan Nurul ‘Ain Mohd Firdaus Kozako
UiTM Cawangan Kelantan
CHAPTER OUTLINES
1. YOUR VOICE
When you communicate by telephone, you must use your
voice to convey interest and courtesy.
1. YOUR VOICE
(a) TONE
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.
An animated voice reflects interest
in the caller and helps you to
communicate effectively and
successfully.
OBM131 | Chapter 4 : Effective Telephone
Communication
MAKING A FAVORABLE FIRST IMPRESSION
1. YOUR VOICE
(b) PACE
Is the rate or speed of speech.
The rate of which you talk on the telephone can affect the ability of the
listener to understand your message.
You must learn to adjust your pace to fit the needs of those with whom
you are communicating.
Speak too rapidly – listener may not hear all the info.
Speak too slowly – listener may become bored, insulted or inattentive.
1. YOUR VOICE
(c) VOLUME
Do not shout or speak too softly that the
listener cannot hear what you are saying.
• Must be courteous,
yet firm – when asking
their names
(as company’s policy)
PLANNING CALLS
Every call you make requires preparation and planning.
Most calls may be simple; however, others may require detailed
planning.
PLANNING CALLS
Gather other information or items you need to have available
before making any calls, such as :
PLANNING CALLS
Personal • Follow your company’s policy regarding
this.
Telephone • However, brief urgent or emergency
Calls calls are permitted.
Mobile
• Confidential information shout not be
discussed in a public area.
PLANNING CALLS
• A geographical region that has the same standard
time.
PLANNING CALLS
Guidelines in 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.
PLANNING CALLS
USING DIRECTORIES
• Directory – a list of items, such as names and corresponding telephone
numbers
Electronic Directories
Directory Assistance
OBM131 | Chapter 4 : Effective Telephone Communication
OUTGOING TELEPHONE CALLS
USING DIRECTORIES
1) Local Directories
• Local telephone companies usually provide directories to their
customers free of charge.
– White pages
• Lists in alphabetical order the names and telephone numbers of
individuals and businesses in your local area.
– Yellow pages
• Contain an alphabetic listing of businesses only.
• The businesses are arranged according to the services they provide
or the products they sell.
USING DIRECTORIES
2) Personal and Company Directories
Keep a personal directory of frequently used numbers.
USING DIRECTORIES
3) Electronic Directories
Information contained in the paper directories can also be accessed
using a personal computer or CD-ROM.
USING DIRECTORIES
4) Directory assistance
If you don’t have a directory, you can call the directory operator for
help.
LONG-DISTANCE SERVICE
Several factors determine the cost of long-distance
service such as:
LONG-DISTANCE SERVICE
• Long distance calls are calls made to numbers outside the service area
of your local telephone company.
Specialized
Direct long- Prepaid Toll-free
dial distance phone cards service
calls
LONG-DISTANCE SERVICE
1) Direct-dial calls
– Also known as station-to-station calls
– Calls that placed without assistance from an operator
– Charges begin as soon as the telephone is answered
– If you make a direct-dial call and the person you need to speak
with is unavailable, your company still will be charged for the call.
LONG-DISTANCE SERVICE
2) Specialized Long Distance Calls (expensive)
• First, dial the operator’s number, inform the operator
that you wish to do a person-to-person call.
Person-to-
• Next, give the her, the area code, and the telephone
person number of the individual or business you are calling.
calls • Charges from the call begin only after the person that
you wish to speak is on the line.
LONG-DISTANCE SERVICE
3) Prepaid Phone Card
Card purchased in advance and used to pay for a certain number
of minutes of phone use.
LONG-DISTANCE SERVICE
4) Toll Free Service
A company may subscribe to toll-free services for callers.
• I slit the sheet, the sheet I slit, and on the slitted sheet I sit.
• A skunk sat on a stump and thunk the stump stunk, but the stump thunk the
skunk stunk.