Page 87 - DENG102_COMMUNICATION_SKILLS_II

Communication Skills-II

notes 4. Check your understanding of the results of the conversation. Before ending the
conversation repeat what action you expect to be done.
This is important because in the process of communicating by phone, we are likely
to hear – especially when we are slightly stressed – what we expect, rather than
what was actually said. In addition, when appropriate repeat the key points of your
position. Such repetition can by no means be considered as a waste of time - instead,
it save you from even more useless waste of forces.
5. When talking on the phone always remember the rule of threefold repetition:
(a) First tell your interlocutor what you are actually going to tell him/her.
(b) Then tell him/her what you want to tell.

(c) Then repeat him what you’ve already said to him. And only them you might
probably be heard.
Here are several types of calls that are usually rather unpleasant to do.
Source: www.cellaz.com

self assessment

State whether the following statements are true or false.
3. You should not ask the caller to hold on for long while you look for pen and paper.
4. When you get a call from an unknown person, it is advisable not to identify yourself.
5. It is advisable to take notes if the conversation involves discussion about important events
and course of action.
6. You should not use caller’s name so often while attending to calls.

5.3 making Phone calls

Following things should be kept in mind while making phone calls:

l Have a personal telephone directory listing the telephone numbers which you have often
to use.
l If you are making a call for somebody else, follow his instructions.
l 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 If you have to say a number of things, alert the listener by saying something like this:
‘I want your opinion on two points. One, two.

l If you wish to leave a message, say so and give a few seconds to the receiver to get ready.
Let your message be clear and accurate. If it is important, you may repeat it.

Task This is pretty obvious, but really not used that often. Give your friend a call and
practice various conversations (role plays).

However, amiable you may be, there are likely to be persons in your organization with whom
you may not like to have any face-to-face interaction. Unless circumstances force you, you can
use the telephone as a tool of contact. Similarly, if you find that an officer is busy interacting

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