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Gowher Ahmad Naik, Lovely Professional University Unit 5: Telephone Skills

unit 5: telephone skills notes

contents

Objectives
Introduction
5.1 How to Handle Telephone Calls
5.2 Telephone Etiquettes
5.3 Making Phone Calls
5.4 Taking Incoming Calls

5.5 Summary
5.6 Keywords
5.7 Review Questions
5.8 Further Readings

objectives

After studying this unit, you will be able to:

l Know how to handle telephone calls
l Realise basic telephone etiquettes
l Know the basic things to keep in mind while making calls

l Know the basic things to keep in mind while taking incoming calls
introduction

Telephone manners are very important in the present-day globalize words to create goal relations
with others and also to raise company’s goodwill. It may be noted that conversation over the
telephone requires the use of verbal and non-verbal skills. Pleasant tone, sweet voice, clear
articulation of words and proper intonation are examples of non-verbal skills. You should be able
to convey your message not by words alone but through your speaking style too. Communication
over telephone is invisible interpersonal communication. Therefore, the way you speak, hear,
respond and hang up is as important as what you communicate. Bad telephone habits and lack
of etiquette can spoil relations with other firms.

5.1 How to Handle telephone calls

A telephone conversation continues through three stages. For an effective telephone
communication, these stages need due attention and specific skills as discussed below:
1. Preparation for the call: In business communication on telephone for receiving and making
calls, our role as the receiver or as the caller requires an appropriate knowledge of the
organization we represent, up-to-date knowledge of its activities, the knowledge of our
section or the department, our products and services and the information regarding our
customers. We should have a special pad and pen ready to jot down the important points
emerging out of our conversation. As a preparation, an up-to-date telephone directory and
a complete list of queries should also be kept ready.

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