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Telephone Skills






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    Telephone Skills Telephone Skills Presentation Transcript

    • TELEPHONE SKILLS Winning Telephone Techniques
      • Your voice is your personality over the telephone
    • Phone Contacts
      • Communicating effectively on the telephone is a unique skill
    • Inflection
      • 86% of the message is from your tone of voice
      • 14% is grasped by the actual words
    • Evaluate your telephone voice
      • Your voice makes an immediate impression that can portray you as:
      • friendly or distant
      • confident or timid
      • spontaneous or mechanical
      • relaxed or nervous
    • Evaluate your telephone voice
      • Always smile
      • when you speak to someone on the phone - unless it is inappropriate
      • This might sound odd - but practice and listen to the difference in the tone of your voice if you are smiling.
    • Evaluate your telephone voice
      • Pitch your voice lower
      • Phones are like tape recorders –they make your voice sound higher pitched
      • Speak slightly slower than normal and pronounce your words clearly.
    • Evaluate your telephone voice
      • Be well prepared
      • Practice by phoning someone you know – who will give you honest feedback.
      • If necessary have a pre-arranged script.
      • Don’t waffle.
    • Evaluate your telephone voice
      • Listen
      • Carefully to what the other person is saying
      • Without interrupting
    • Evaluate your telephone voice
      • Take Notes
      • To ask questions after the other person has finished speaking
    • Evaluate your telephone voice
      • Location
      • Make sure you are somewhere quiet and where you will not be interrupted.
    • Evaluate your telephone voice
      • Don’t eat. Don’t smoke
      • you can hear it on the phone.
      • If you need a drink then let the other person know that –otherwise they will be surprised by suddenly hearing gulping noises!
    • Evaluate your telephone voice
      • Now that you have thought about how you present yourself over the telephone, see how you can apply your new skills to job searching…….
    • Different methods of telephone at job
      • There are three different methods of searching for a job using the telephone:
              • Cold calling
              • Job application
              • Telephone interview
    • Cold calling
      • Getting through to the right person is sometimes difficult.
      • Remember to:
        • Always introduce yourself
        • Be courteous and business like with everyone
        • Be confident as if you have no doubt your call will reach its goal
    • Cold calling
      • Receptionists generally want to know who you are, what and who you want.
      • If you do not know the name of the person you want – ask for the appropriate manager
      • Try to get the persons name before you are transferred
      • If your contact is not available ask when is a good time to call back
      • When you get through –ask if this is a good time to call/talk (never say bad time as this can encourage a negative response)
    • Job application
      • Calling immediately in response to an advertised job is almost always a mistake
      • It is sensible to allow yourself some time to think through the process and decide exactly what you want to say
      • It is quite acceptable to make some notes before calling continued….
    • Job application
      • It is a good idea to make a list of the key points that you want to get across:
      • Make sure you know who you want to talk to
      • Have the name and reference of the job ready
      • If you are offered the option of calling for an informal chat then do so – (some companies use this initial contact as a way of evaluating potential employees)
      • Have questions prepared which are relevant to the advertised vacancy
      • continued….
    • Job application
      • Take time filling in the application form
      • Ask other people’s opinions before sending in the form
      • Keep a copy of the application form and take it with you to the interview
      • ask if you can refer to notes during the interview process
    • Telephone interview
      • Study the job description and person specification
      • This enables you to identify the company’s particular needs and helps demonstrate that you possess
      • the skills required to meet them
    • Telephone interview
      • Research the company
      • Products services, history and culture. Make a special effort to identify any areas where your skills
      • and experience may be of particular value
    • Telephone interview
      • Practice first
        • Compile a list of probable questions and ask a friend to try them out on you over the phone
        • Prepare answers carefully using key words from the job description and person specification
        • Do not write out the answers in full as this will make you sound wooden and too scripted
    • Telephone interview
      • Match your accomplishments
      • Prepare a list matching the company’s stated requirements
      • Keep this list in front of you
      • Refer to it at every relevant opportunity
    • Telephone interview
      • Be prepared to give examples
      • Employers look for examples of successful use of :
              • communication skills
              • analytical skills
              • teamwork
              • drive and initiative
    • Telephone interview
      • Quantify your accomplishments
      • Interviewers are keen to hear about relevant challenges or problems you faced in the workplace
      • The specific actions you took and the measurable results achieved e.g increased sales by 35%
    • Telephone interview
      • Remember
      • To select a quiet place for the interview
      • To stand – this can make you sound more confident and helps project a positive and professional interview
      • To match your speaking rate and pitch to that of the interviewer to establish rapport
      • To make an effort to smile (in the right places ! ) to create a friendly and enthusiastic impression
    • Telephone interview
      • Impressions
      • Convey the impression that you are genuinely interested in the company and eager to make a contribution
      • Refer to appropriate information you discovered
      • about the company during the course of your research
      • Respond appropriately to verbal or tonal clues.
      • If you don’t understand a question –say so and ask for clarification
    • Telephone interview
      • Answers
      • Provide well-developed, balanced and analytical answers
      • Avoid yes and no replies
      • Have an explanation for leaving your current or previous job – do not criticise your previous employer or colleagues .
    • Telephone interview
      • Questions
      • Prepare a few thoughtful questions to ask the interviewer when given the opportunity
    • Telephone interview
      • Finishing the call
      • At the end of the interview:
      • emphasise your interest in the job
      • emphasise your interest in the company
      • reiterate your qualifications
      • stress that you would welcome a face to face interview
    • Telephone interview
      • After the interview
      • Write a short thank you letter
    • TELEPHONE SKILLS Thank you