Telephone etiquette

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  • http://ist.psu.edu/currentstudents/careersolutions/resources/profdev/page2.cfm?intpageid=633
  • http://www.audioenglish.net/english-learning/efl_telephone.htm
  • Telephone etiquette

    1. 1. Telephone Etiquette<br />ABE 302<br />Fall 2010<br />
    2. 2.
    3. 3. Aspects of Telephone Etiquette<br />Making a Call<br />Answering a Call<br />Leaving a Message<br />
    4. 4. Making a Call<br />Time of day<br />Self-identification<br />Getting Through<br />Purpose for the Call<br />Clarity of speech<br />Tone of voice<br />
    5. 5. Making a Call<br />Time of Day<br />Calling too early or late can be considered rude.<br />What is too early or too late?<br />Guideline: don’t call at a time where the person may likely be asleep(before 7:00 am or after 9:00-10:00pm).<br />Avoid calling around the usual times people would be eating.<br />This is considered common courtesy.<br />Also, avoid calling a business around closing time.<br />
    6. 6. Making a Call<br />Self Identification<br />It is considered good manners to identify yourself after the person on the other end picks up the phone.<br />Example phrases:<br />“This is _______”<br />“_________ here…”<br />“(Hey) It’s ______”<br />“My name is _______...”<br />“I’m calling from _______”<br />
    7. 7. Making a Call<br />Getting Through to the Right Person<br />Ask to speak with the person you intended to call<br />(If you know that it is a shared number or office phone number)<br />Sample Phrases:<br />“May I please speak with _________”<br />“Could you please put me through to _____”<br />“ Could I be connected with _______”<br />“Is ______ available?”<br />“Is ______ home/there”<br />“Can I talk to ______”<br />“Put ______ on the phone”<br />
    8. 8. Making a Call<br />Purpose for the Call<br />Once you have identified yourself and are speaking to your target audience, it is time to state your reason for calling.<br />Be direct and to the point.<br />One or two sentences maximum.<br />After you’ve stated the purpose of your call, be sure to ask if it is a convenient time.<br />Let the person know how much time you will need for the call.<br />Be honest.<br />
    9. 9. Making a Call<br />Clarity of Speech<br />Be sure to speak clearly and enunciate your words.<br />It can be hard to understand a caller if they are not trying to speak clearly.<br />This creates the need for repetition and can sometimes be frustrating for both the listener and the caller.<br />It may also be necessary to adjust your normal rate of speech while on the phone.<br />
    10. 10. Making a Call<br />Tone of Voice<br />Remember: The person you are speaking to cannot see you so your voice reflects your courtesy.<br />If you smile while speaking on the phone, it will be reflected in your tone.<br />Short words or responses can sound rude on the phone if they aren’t carefully inflected.<br />
    11. 11. Answering a Call<br />Letting it ring<br />Greeting<br />Self-identification<br />Putting People on Hold<br />Taking a Message<br />
    12. 12. Answering a Call<br />Letting it Ring<br />Let the phone ring a reasonable length of time.<br />Don’t wait too long or you will miss the call<br />Don’t pick up on the first ring<br />It can startle the caller, they may not be ready for you<br />If you rush, you may sound out of breath or impatient<br />
    13. 13. Answering a Call<br />Greeting<br />The standard greeting for answering the phone is “hello”.<br />“Yes” is considered to short and sounds rude.<br />In an office or at a business it is typical to answer the phone by identifying the company and then the speaker<br />i.e. “ESL Department, Clara speaking. (How may I help you?)”<br />
    14. 14. Answering a Call<br />Self Identification<br />Once the standard greeting has been given, it is standard for the speaker to identify themselves <br />*unless it is their personal phone line, in which case they assume the caller knows who they are calling.<br />Examples:<br />“Hello, this is John. With whom am I speaking?”<br />“HR department, Ray speaking. How can I help you?”<br />
    15. 15. Answering a Call<br />Putting People on Hold <br />If you have an incoming call, you may choose to ignore it or put the person you are speaking with on hold.<br />If you must put someone on hold, explain to them why. <br />Be sure to do this diplomatically and politely.<br />People are more likely to be patient if you explain the reason for their inconvenience.<br />
    16. 16. Answering a Call<br />Taking a Message<br />If the person that the caller seeks is not in, ask if you can take a message.<br />i.e. “May I take a message?”<br />Ask for their name, purpose of their call, the desired response (would they like to be called back) and their phone number.<br />Repeat the information back the the caller to make sure it is correct.<br />
    17. 17. Leaving a Message<br />With a Person<br />On Voicemail<br />
    18. 18. Leaving a Message<br />With a Person<br />Ask to leave a message for the person you are calling<br />Leave your name, the reason for your call, and let them know the desired response to your call.<br />Ask to be called back, or specify if you will call back.<br />Leave your phone number if you are not sure if they have it.<br />
    19. 19. Leaving a Message<br />On Voicemail<br />Wait for the beep.<br />Be brief and to the point.<br />Identify yourself<br />Tell them why you called.<br />Leave a call back number.<br />
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