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Unit 5: Telephone Skills
12. Secretary: Was that ………………… ? notes
Mr. Kapoor: Yes, that’s right.
13. Secretary: And may I tell him what this in ………………… to?
14. Mr. Kapoor: Well, it is a rather ………………… matter.
15. Secretary: Okay. I will give him the message as soon as she …………………
5.5 summary
l Today’s sophisticated business phone systems can do more harm than good if proper
business phone etiquette is not employed.
l Simply put: Treat your callers in a way that you would want to be treated on a business
telephone call.
l During a telephonic conversation, we should be particular about jotting down or informing
names, phone numbers, addresses or other important details.
l While on telephone, concentrate on the conversation and all keep distractions out.
l The tone of voice should be lively and should reflect interest in the person you are speaking
to. One way to improve telephone voice is to smile as you talk because it helps in creating
a warm tone.
l You must have all the material ready before you dial the number. It is bad manners to keep
somebody on the line while you rummage through your files.
l When you are receiving calls, lift the receiver promptly, reveal your identity, hold the
mouthpiece properly and even if you do not know who the caller is, obtain his name and
designation.
5.6 keywords
Dial Tone: The sound the phone makes when you pick it up
Enunciate: Pronounce, express
Hang up: To put the receiver down and end a call
Rambling: To move about aimlessly
Receiver: The piece on the phone that you speak into and listen from
Telephone Directory: A book containing the names, telephone numbers, and addresses of people
and businesses in a particular area
5.7 review Questions
1. Describe the three stages of a telephonic conversation.
2. As a tele-marketer, what telephone etiquettes you must follow?
3. Explain the relevance of a ‘friendly and warm tone’ in telephonic conversations.
4. Suppose you are a front office executive and you get a call from a client who wants to talk
to your boss. Before transferring the call to your boss, what information would you extract
from the caller?
5. Why is it not a good idea to keep the caller waiting/on hold for long?
lovely Professional university 85
