Telephony Skills
How to MAKE a Call & How to ANSWER a CallHow to MAKE a Call & How to ANSWER a Call
Remember…
Use it only When AppropriateImmediacy and IntimacyAlready PreferredTo take AppointmentFor Personal ContactExchange of Ideas or Questions
• Who is on the Call
• From/To Where the call is
• WHEN- Timings of the call
• Why the call is made
• WHAT is the Content of the Call
These are5 WWs as Basic Suggestions for a Telephone Call
Give a Thought to…
Placing a Call
Placing a Call: Principle GuidelinesPlacing a Call: Principle Guidelines
Organise your Call- Have an Agenda in mindDial CarefullyLet the Phone Ring 6 TimesIntroduce Yourself Immediately Follow-up with the Purpose of the CallConclude Calls promptly
Receiving Tele-CallsReceiving Tele-Calls
Receiving Tele-Calls: Principles to FollowReceiving Tele-Calls: Principles to FollowAnswer Promptly with Appropriate GreetingsIntroduce YourselfFocus on the CallerBe Prepared to TalkDon’t Let the Telephone Interrupt You (Avoid a Call when already Busy)
General Guidelines…You lose VISUAL CUES, so be Clear, Careful, Moderate SpeechKeep the talk Positive and CheerfulUse Technology Effectively, but don’t Assume similar technology & Skills from
the Other sideContinuous Feedback during callMaintain 10 feet distance, if possible in confidential talks
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General Guidelines…
If you placed the call-Take Responsibility to End it.Listen for Signals for the Close of the CallDon’t Interrupt/Talk Over the other person after you have fulfilled your purpose.Repeat Important Numbers, Addresses, Facts & Names.Avoid Overdue Politeness
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Taking Calls for Others
Placing the Call on HOLD
Parveen [email protected]
D-206
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