Page 91 - DENG102_COMMUNICATION_SKILLS_II

Communication Skills-II

notes 6. “Patient and empathetic listening is essential for effective telephone conversation.”
Explain.
7. “A telephone conversation is a unique form of oral communication.” Discuss.
8. What things you must keep in mind before making a call to your high net worth client to
seek fresh order?

9. What should you do when you get a call from someone you don’t know?
10. Prepare a sample telephonic conversation that is likely to take place while ordering a
pizza.

answers: self assessment

1. Lifting the receiver 2. Interest

3. True 4. False
5. True 6. False
7. Telephone directory 8. Modulate
9. May 10. Out

11. Reach 12. 438-3498
13. Regards 14. Personal
15. Returns

5.8 further readings

Books Bovee, Thill, Schatzman, Business Communication Today, 7th Edition, Pearson
Education.
Herta A Murphy, Herbet Writing Hildebrandt, Jane P Thomas, Effective Business
Communication, 7th Edition, Mcgraw Hill.
Raj Kumar, Basic Business Communication, Excel Books.
Robert Hopper (1992), Telephone Conversation, Indiana University Press.

Online links http://www.englishclub.com/speaking/telephone.htm

http://www.indiastammering.com/information-on-stammering/personal-
ideas-to-help-other-pws/mastering-telephone-conversation.html
http://www.cellaz.com/articles/1227/8-steps-to-successful-phone-
conversation/
http://www.businessknowhow.com/marketing/telephone-skills.htm

86 lovely Professional university