Chap 4 Effective Telephone Communication

Program: BA118
Course : Office Administration 1 (OBM131)
Chapter 4
EFFECTIVE TELEPHONE
COMMUNICATIONS
Lecturer : Intan Nurul ‘Ain Mohd Firdaus Kozako
UiTM Cawangan Kelantan
CHAPTER OUTLINES
Making a Favorable Impression
Incoming Telephone Calls
Outgoing Telephone Calls

OBJECTIVES
At the end of this topic, students should be able to:
• Describe and apply skills required to make a favorable

first impression over the telephone.
• Apply telephone techniques and procedures to handle

incoming calls courteously and efficiently.
• Describe procedures to place local and long distance

domestic and international calls.
OBM131 | Chapter 4 : Effective Telephone Communication

4.1 MAKING A FAVORABLE
FIRST IMPRESSION
• 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, and

vocabulary and attitude contribute to the
impression you make when using the telephone.

4.1 MAKING A FAVORABLE
FIRST IMPRESSION
2) SPEAKING
1) VOICE
SKILLS
• Tone • Pronunciation
• Pace • Grammar
• Volume • Vocabulary
OBM131 | Chapter 4 : Effective Telephone

Communication
MAKING A FAVORABLE FIRST IMPRESSION
1. YOUR VOICE
 When you communicate by telephone, you must use your
voice to convey interest and courtesy.
 Elements of your voice that

you must pay attention:
i. Tone
ii. Pace
iii. Volume

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.
Communication
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.
Dialect – speech patterns or vocabulary used by

people form a specific area or group.

1. YOUR VOICE
(c) VOLUME
 Do not shout or speak too softly that the
listener cannot hear what you are saying.
 Modulating your voice  controlling the

volume so that you are speaking neither
too loudly nor too softly.
 Speak directly into the telephone

receiver or mouthpiece.

2. YOUR SPEAKING SKILLS

 Your voice & 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.


(a) PRONUNCIATION
 Correct pronunciation of words is essential for
understanding.
 Proper enunciation is also important.
(Enunciation: pronounce words clearly & distinctly)
 Many people speak with a regional accent.

(Accent: involves a certain rhythm, speed &
pronunciation of vowels that is native to a
particular region)


Pronounce words
correctly & enunciate
clearly
Tips on how you

If you are unsure can improve your Speak slowly, but
of any word’s pronunciation or not so slowly that
pronunciation, look you have trouble you insult or annoy
it up in a printed / communicating because the caller.
online dictionary. of an accent
Avoid long words,

complicated phrases,
or long sentences.

(b) 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 explanation

if you do not understand an
expression or phrase.

Communication

(c) VOCABULARY
 Improve your professional & personal vocabulary – learn new terms that
relate to your position.
 Avoid using trendy, slang expressions in

formal business communication.
 State your ideas simply without using

highly technical terms or lengthy words.
 Learn some simple courtesy phrases

to use when speaking with international
callers.

4.2 INCOMING TELEPHONE
CALLS
 You must know how to handle a variety of situations and take
care of caller requests, needs and problems.
The followings are techniques that may help you

and your department to communicate effectively
Answer promptly Identify yourself Conclude the call

Communication
INCOMING TELEPHONE CALLS
PROPER TELEPHONE TECHNIQUES
Answer Identify Conclude
Promptly yourself the call
the person who

answer all incoming inform the caller your places the call is the
calls promptly & name, company, one who ends the
pleasantly department or office conversation
but it is also a good
answer the telephone habit to use the
if using automated caller’s name if you
after the first ring
telephone systems – want to end the
not need to identify conversation
yourself (e.g. “Thank you for
reach for a pen & (e.g. “Malaysia calling, Mr. Adam. I
paper/notepad to take Airlines, Mona will
messages speaking.”) be sure to give
Mr. Tan the message.”)

Communication
ASSISTING CALLERS
 Listen attentively to the callers.
 Give accurate information to

callers.
 As you answer incoming calls,

you may find it necessary to
transfer calls, place callers on
hold, or handle to disconnected
call.

ASSISTING CALLERS
(a) 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.
 Hold – a feature that allows a telephone caller to remain connected but

waiting for the other person to come back on the 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.

ASSISTING CALLERS
(b) 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.
(c) 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.

ASSISTING CALLERS
(d) Handling Difficult Callers
 Sometimes you may handle difficult callers.
(e.g. 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.

ASSISTING CALLERS
Guidelines to handle difficult callers:
• Try to resolve the matter if possible.

• Always present a helpful, positive and sincere attitude.
• Remain outwardly calm and do not display defensive
behavior.
• If the caller is abusive or uses profanity, identify the
caller and end the conversation quickly.

SCREENING CALLS & TAKING MESSAGES
(a) Screening Calls
• Determine who is calling and the purpose for the call.
• Be tactful, yet direct.
• Must be courteous,
yet firm – when asking
their names
(as company’s policy)

(b) 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.

(c) Taking Messages
 You must have a notepad or printed message forms for recording telephone
messages.
 When recording messages, be sure that it is accurate and complete.
 Verify their names and telephone numbers.
 Make sure your handwriting is legible.
 Each message should include the following :

i. The date and time of the call
ii. The name of the caller and the company
iii. The caller telephone number
iv. The details of the message
v. Your name or initials

Effective Telephone Procedures Message Forms
Computer Message Form / Electronic

Message Form
 Each computer message you key should include the same basic
information as a handwritten message.
 In some offices, e-mail is

used to record and forward
telephone messages.
Using a • Less time needed to key a

computer message than to write it.
message • Reduced number of lost
offers messages because messages
can be transferred immediately
these to the intended receiver.
advantage • No need printed message forms.
s:

Communication
4.3 OUTGOING TELEPHONE
CALLS
 Made to a person outside or inside the company.
 Calls may be interoffice, local, or long distance.
 Must understand the

process and procedures
for placing all out-going
calls.
 Goal  Efficiency and

Economy.

OUTGOING TELEPHONE CALLS
PLANNING CALLS
 Every call you make requires preparation and planning.
 Most calls may be simple; however, others may require detailed
planning.
When preparing for any call, always :

• Confirm the name and number of person whom you are
calling.
• Identify clearly the main purpose of the call.
• Outline briefly the point you want to cover during the call.
• Gather other information or items you need to have available
before making any calls.

Communication
PLANNING CALLS
Gather other information or items you need to have available
before making any calls, such as :
Dates and Documents Questions Pen and

times of any that relate to that you paper
meetings or the topic want or your
planned discussed. computer to
events that
to ask. take notes
relate to the during
call. the call.

PLANNING CALLS
Personal • Follow your company’s policy regarding
this.
Telephone • However, brief urgent or emergency
Calls calls are permitted.
• Do not use it in an area where you will disturb

Calls on other people.
Mobile
• Confidential information shout not be
discussed in a public area.
Phones • Be aware of the laws regarding cell phone use

while driving in your area.

PLANNING CALLS
• A geographical region that has the same standard
time.
Time • It is important that you be aware of time zone

differences when placing long-distance calls.
Zones • Avoid calling when the time is before or after

business hours or during lunch at that location.
• Twenty-four time zones are used throughout the
world.
• Is placed when it is necessary to talk

simultaneously with persons at several
Conference different locations at one time.
Call • Conference calls are set up in advance with a
conference operator.
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
• 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.
Procedures • Speak clearly, spelling out difficult or unusual names and
during the terms. Repeat numbers.
conference • Avoid interrupting other speakers. Only one person should
call speak at a time.
• Take notes of important points and comments.
• Apply good listening skills.
• Encourage discussion and participation from everyone.

USING DIRECTORIES
• Directory – a list of items, such as names and corresponding telephone
numbers
• There are 4 types of directories:
Local Directories (White pages & Yellow pages)
Personal & Company Directories
Electronic Directories
Directory Assistance
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.
 You can also record

emergency numbers.
 Your company may also

provide you with a
directory of employees
working with you.

USING DIRECTORIES
3) Electronic Directories
 Information contained in the paper directories can also be accessed
using a personal computer or CD-ROM.
 Several websites provide telephone numbers for individuals and

businesses.
 Some sites provide other services such as reverse lookup or a

directory for toll-free numbers.
 Reverse lookup  allow users to enter

a telephone number and find the
person / company that belong to that number.

USING DIRECTORIES
4) Directory assistance
 If you don’t have a directory, you can call the directory operator for
help.
 For example, you can get directory assistance by calling Telekom

Malaysia #103
 You can also call UiTMCK General

Number (09-9762000) and ask for
your lecturer’s office number for
assistance.

LONG-DISTANCE SERVICE
 Several factors determine the cost of long-distance
service such as:
– The time of day the call is placed

– The type of call and
– The length of the conversation
 Long distance carriers provide a variety pricing plan.
 Visit Telephone company Web site to learn of pricing

and special offers and regulations.

• Long distance calls are calls made to numbers outside the service area
of your local telephone company.
• To place calls efficiently and economically, you must be familiar with

the various long-distance services available :
Specialized
Direct long- Prepaid Toll-free
dial distance phone cards service
calls

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.

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.
• Charges for a collect call are billed to the telephone

Collect number being called.
calls • People who travel for a business may find it necessary to

make collect calls to their offices.
3) Prepaid Phone Card
 Card purchased in advance and used to pay for a certain number
of minutes of phone use.
 The user receives a PIN (personal identification number) and a

toll-free access number.
 The phone system will inform you

of the amount of calling time
remaining for the card.

4) Toll Free Service
 A company may subscribe to toll-free services for callers.
 This discounted services applies to incoming calls only.
 No charge is made to the caller.
 As with other telephone services, rate plans and

regulations for toll-free service plans vary widely.
 Compare price plans and features from several companies

to find the plan that will be most
cost-effective for your company.

LET’S DO
SOME PHYSICAL
EXERCISE!
LETS TRY IT!
TONGUE TWISTERS TO IMPROVE PRONUNCIATION
IN ENGLISH
• She sells seashells by the seashore.
• I scream, you scream, we all scream for ice cream.
• I saw a kitten eating chicken in the kitchen.
• We surely shall see the sun shine soon.
• Which wristwatches are Swiss wristwatches?
• Fred fed Ted bread, and Ted fed Fred bread.
• 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.
• Lesser leather never weathered wetter weather better.

LETS TRY IT!
TONGUE TWISTERS TO IMPROVE
PRONUNCIATION IN ENGLISH
Peter Piper picked a peck of pickled peppers

A peck of pickled peppers Peter Piper picked
If Peter Piper picked a peck of pickled peppers
Where’s the peck of pickled peppers Peter Piper picked?
Betty Botter bought some butter

But she said the butter’s bitter
If I put it in my batter, it will make my batter bitter
But a bit of better butter will make my batter better
So ‘twas better Betty Botter bought a bit of better butter
END OF CHAPTER 4

Chap 4 Effective Telephone Communication

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Program: BA118

Course : Office Administration 1 (OBM131)

Making a Favorable Impression

Incoming Telephone Calls

Outgoing Telephone Calls

• Describe and apply skills required to make a favorable

• Apply telephone techniques and procedures to handle

• Describe procedures to place local and long distance

OBM131 | Chapter 4 : Effective Telephone Communication

• To create a positive image, you should develop

• Your voice, pronunciation, grammar, and

OBM131 | Chapter 4 : Effective Telephone Communication

OBM131 | Chapter 4 : Effective Telephone

 Elements of your voice that

OBM131 | Chapter 4 : Effective Telephone Communication

Dialect – speech patterns or vocabulary used by

OBM131 | Chapter 4 : Effective Telephone Communication

 Modulating your voice  controlling the

 Speak directly into the telephone

OBM131 | Chapter 4 : Effective Telephone Communication

2. YOUR SPEAKING SKILLS

 Speaking skills such as word pronunciation, grammar, and

OBM131 | Chapter 4 : Effective Telephone Communication

2. YOUR SPEAKING SKILLS

 Many people speak with a regional accent.

OBM131 | Chapter 4 : Effective Telephone Communication

2. YOUR SPEAKING SKILLS

Tips on how you

Avoid long words,

2. YOUR SPEAKING SKILLS

 Avoid use of slang or regional expressions that may not be

 Always ask for explanation

OBM131 | Chapter 4 : Effective Telephone

2. YOUR SPEAKING SKILLS

 Avoid using trendy, slang expressions in

 State your ideas simply without using

 Learn some simple courtesy phrases

OBM131 | Chapter 4 : Effective Telephone Communication

The followings are techniques that may help you

Answer promptly Identify yourself Conclude the call

OBM131 | Chapter 4 : Effective Telephone

the person who

OBM131 | Chapter 4 : Effective Telephone

 Give accurate information to

 As you answer incoming calls,

OBM131 | Chapter 4 : Effective Telephone Communication

 Hold – a feature that allows a telephone caller to remain connected but

 Politely inform the caller that you are

 When a caller is on hold, check back

OBM131 | Chapter 4 : Effective Telephone Communication

(c) Handling a disconnected call

OBM131 | Chapter 4 : Effective Telephone Communication

 These calls are very stressful.

 You must control yourself

 Maintain goodwill with the

OBM131 | Chapter 4 : Effective Telephone Communication

Guidelines to handle difficult callers:

• Try to resolve the matter if possible.

OBM131 | Chapter 4 : Effective Telephone Communication

• Be tactful, yet direct.

OBM131 | Chapter 4 : Effective Telephone Communication

 Offer to take message or assist the

 Give the caller enough information