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Unit 5: Telephone Skills

l Take notes: If the caller makes several points, it is not safe to depend solely on memory. Take notes
notes on any follow-up action which you have promised to the caller. It is also necessary to
write down the message you are taking for someone else. The details should indicate the
caller, the time of the call, caller’s contact number, your name and the message received.
l Cultivate a friendly tone: A telephone conversation is a unique form of oral communication
because only sound is involved. It is, therefore, very important to use a cheerful and
friendly voice. 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. Speak slowly and clearly. Do not eat, drink, smoke or read
while talking on the phone.

l Avoid rambling: You should be considerate to your listener by coming to the point
quickly.
l Use the caller’s name during the conversation.

l In case of any problem, project a tone that is concerned, emphatic and apologetic.

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Caselet change ears in order to interpret correctly
f a phone conversation requires from you analysis of complex facts and figures as well
as logical and objective evaluation of information, try to hold the phone at the right
Iear. Sounds coming to this ear, are passed in the left hemisphere of the brain slightly
faster than those received by the right hemisphere. This happens because the pulse velocity
of the audible channels leading in the opposite hemisphere is a bit higher. Or, speaking
the scientific language the contralateral nerve fibers slowdown is weaker than ipsilateral.
Because for the majority of people left hemisphere of the brain is responsible for analysis
and logical processing of information, it is often better suited to assess the truth of complex
information while communicating on the telephone. Right-handers can easily do it, if not
simultaneously putting down some information.
If the message is to be better assessed at the intuitive level, for example, trying to determine
the emotional state of someone, hold the phone at the left ear. This means that the sounds
will reach the right brain hemisphere a little earlier than the left. Since for most people the
right hemisphere is responsible for the imagination and intuition, it may increase your
sensitivity to signals not expressed by the words.
There are such telephone conversations, which we fear most of all - when we are called and
when we have to call someone. Here is a special technique for you that allows to cope with
the most unpleasant telephone conversation that you ever had to deal with.
But first we’ll give the five basic rules, which can be guided for all types of unpleasant
phone calls. They can’t be done nice anyhow, but these practical tips can slightly ease your
life.
1. If possible, take the initiative yourself and call first. So you can prepare for a
conversation, and you won’t be overtaken.
2. Go straight to the point. Never try to alleviate the problem, bypassing acute angles.
Start the conversation like this: “The reason for my call is...”, then proceed to the
heart of the matter.
3. If you are caught napping, never respond immediately, better apology and call back
after you’ll think over your response.
Contd...

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