Communication by telephone;

Voice techniques &

Courtesy techniques
The telephone – a communication tool
To effectively communicate, we must realise that we are all different in the way we
perceive the world and use this understanding as a guide to our communication with
others.’
(Anthony Robbins)
• Answering the phone is a customer service role.
• Protocols
• For many clients or customers the first, or even the only, contact
they have with an organisation occurs over the telephone.
Verbal, vocal communication
Body language and facial expression cannot be seen during normal phone
conversations.

4
Receiving calls – answering protocols

•https://www.youtube.com/watch?v=x7-W8t94BiQ
•https://www.youtube.com/watch?v=Nw-KJMQDYQ4
Diction
• spoken clarity
• the clarity with which somebody pronounces words when speaking
• choice of words to fit their context
• a way of speaking, assessed in terms of prevailing pronunciation and elocution
standards
Courtesy
• excellence of manners or social conduct
• polite behaviour
• a respectful or considerate act or expression
• Please listen carefully
• Essential Telephone Skills
• https://www.youtube.com/watch?v=E5_JmqsK8_c
Taking messages
• Take note
• Ask questions
• make sure message is passed on to the correct department/person

• https://www.youtube.com/watch?v=x7-W8t94BiQ
When A PHONE RING
• https://www.youtube.com/watch?v=Nq65EmDpBA0
Tone
• Research indicates that the following voice characteristics, (para-
language), are commonly associated with the following feelings/
meanings:
HELLO
• https://www.youtube.com/watch?v=wTAJSuhgZxA
• MAKING A RESTAURANT RESERVATION
• https://www.youtube.com/watch?v=X6g00nPOfks