Professional Documents
Culture Documents
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TELEPHONE SKILLS
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TELEPHONE SKILLS
The aim of this presentation is to:
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Evaluate your telephone voice
Your voice makes an immediate
impression that can portray you as:
friendly or distant
confident or timid
spontaneous or mechanical
relaxed or nervous
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Evaluate your telephone voice
Always smile
when you speak to someone on the
phone - unless it is inappropriate
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Evaluate your telephone voice
Be well prepared
Practice by phoning someone you know –
who will give you honest feedback.
Don’t waffle.
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Evaluate your telephone voice
Listen
Without interrupting
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Evaluate your telephone voice
Take Notes
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Evaluate your telephone voice
Location
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Evaluate your telephone voice
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Evaluate your telephone voice
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Different methods of
telephone job searching
There are three different methods of
searching for a job using the telephone:
•Cold calling
•Job application
•Telephone interview
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Cold calling
Getting through to the right person is
sometimes difficult.
Remember to:
• Always introduce yourself
If you do not know the name of the person you want – ask for
the appropriate manager
Try to get the persons name before you are transferred
If your contact is not available ask when is a good time to call
back
When you get through –ask if this is a good time to call/talk
(never say bad time as this can encourage a negative
response)
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Job application
Calling immediately in response to an
advertised job is almost always a mistake
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Job application
It is a good idea to make a list of the key points that you
want to get across:
Make sure you know who you want to talk to
If you are offered the option of calling for an informal chat then do so –
(some companies use this initial contact as a way of evaluating
potential employees)
continued….
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Job application
Take time filling in the application form
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Telephone interview
Research the company
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Telephone interview
Practice first
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Telephone interview
Organise yourself
Have all the required information to hand:
Up to date CV
Job description
Person specification
Company information
The name of the person you are talking to (in
case you forget half way through the
conversation!)
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Telephone interview
Match your accomplishments
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Telephone interview
Be prepared to give examples
• communication skills
• analytical skills
• teamwork
• drive and initiative
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Telephone interview
Quantify your accomplishments
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Telephone interview
Remember
To stand – this can make you sound more confident and helps
project a positive and professional interview
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Telephone interview
Impressions
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Telephone interview
Answers
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Telephone interview
Questions
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Telephone interview
Finishing the call
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Telephone interview
After the interview
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Further help and information
Brent Library Service have a number of resources which can help
you increase and improve your telephone skills
Examples of these are:
If you want to know more about these or have any other questions
please ask a member of staff in your local library
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TELEPHONE SKILLS
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