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Unit 5: Telephone Skills
with others very often or for long periods and you has an urgent business to transact with him, notes
telephone is the answer. Of course, you would have to decide in individual cases and situations
when to use the telephone and when not to use it.
Some important guidelines for telephone conversation are as follows:
l Cultivate a cheerful and friendly tone.
l Modulate your voice.
l Never sound hurried, flustered or impatient.
l Enunciate your words clearly.
l Do not use slang.
l Speak distinctly. If you use a word which is likely to be misunderstood, spell it out.
l Listen attentively to the caller. If the message is long, keep reassuring that you are listening
by speaking words such as ‘Yes’, ‘OK’, etc.
l Be courteous in all circumstances.
l Do not engage your telephone longer than necessary.
self assessment
Fill in the blanks:
7. You should use ………………… to list all the number that you often use to dial.
8. It is advisable to ………………… your voice while talking on phone.
5.4 taking incoming calls
While receiving calls, you should keep the following things in mind:
l Lift the receiver promptly.
l Reveal your identity.
l Hold the mouthpiece properly.
l If you do not know who the caller is, obtain his name and designation.
l Even if the caller is annoyed, keep yourself cool.
l Give the required information accurately. If it is not readily available promise to ring back
and, of course, keep your promise.
l If a wrong number call comes to you, do not abuse the caller or slam down the receiver.
l Keep a jot pad and a pencil handy to note messages, if any.
l Keep your telephone on your left hand side so that the right hand is free to write.
l Take the message fully and correctly.
Example: Business telephone conversation – role Play
ms anderson (sales representative Jewels and things): Ring ring ... ring ring ... ring ring ...
secretary (Henry smith): Hello, Diamonds Galore, this is Peter speaking. How may I be of help
to you today?
lovely Professional university 83
