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TELEPHONE SKILLS
Winning Telephone
Techniques
TELEPHONE SKILLS
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
Tone
of
Voice
Words
Evaluate your telephone voice
 Your voice makes an immediate
impression that can portray you as:
friendly or distant
conf...
Evaluate your telephone voice
Always smile
when you speak to someone on the
phone - unless it is inappropriate
This might ...
Evaluate your telephone voice
Pitch your voice lower
Phones are like tape recorders –they
make your voice sound higher pit...
Evaluate your telephone voice
Be well prepared
 Practice by phoning someone you know –
who will give you honest feedback....
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 ...
Evaluate your telephone voice
Now that you have thought about
how you present yourself over
the telephone, see how you can...
Different methods of
telephone at job
 There are three different methods of
searching for a job using the telephone:
•Col...
Cold calling
Getting through to the right person is
sometimes difficult.
Remember to:
• Always introduce yourself
• Be cou...
Cold calling
Receptionists generally want to know who you
are, what and who you want.
 If you do not know the name of the...
Job application
 Calling immediately in response to an
advertised job is almost always a mistake
 It is sensible to allo...
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...
Job application
 Take time filling in the application form
 Ask other people’s opinions before sending in
the form
 Kee...
Telephone interview
Study the job description and person
specification
This enables you to identify the company’s particul...
Telephone interview
Research the company
Products services, history and culture. Make a
special effort to identify any are...
Telephone interview
Practice first
• Compile a list of probable questions and ask a friend to
try them out on you over the...
Telephone interview
Match your accomplishments
Prepare a list matching the company’s stated
requirements
Keep this list in...
Telephone interview
Be prepared to give examples
Employers look for examples of successful use of:
•communication skills
•...
Telephone interview
Quantify your accomplishments
Interviewers are keen to hear about relevant
challenges or problems you ...
Telephone interview
Remember
To select a quiet place for the interview
To stand – this can make you sound more confident a...
Telephone interview
Impressions
Convey the impression that you are genuinely interested
in the company and eager to make a...
Telephone interview
Answers
Provide well-developed, balanced and analytical
answers
Avoid yes and no replies
Have an expla...
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 inte...
Telephone interview
After the interview
Write a short thank you letter
TELEPHONE SKILLS
Thank you
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Telephone Skills

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Transcript of "Telephone Skills"

  1. 1. TELEPHONE SKILLS Winning Telephone Techniques
  2. 2. TELEPHONE SKILLS Your voice is your personality over the telephone
  3. 3. Phone Contacts  Communicating effectively on the telephone is a unique skill
  4. 4. Inflection  86% of the message is from your tone of voice  14% is grasped by the actual words Tone of Voice Words
  5. 5. 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
  6. 6. 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.
  7. 7. 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.
  8. 8. 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.
  9. 9. Evaluate your telephone voice Listen Carefully to what the other person is saying Without interrupting
  10. 10. Evaluate your telephone voice Take Notes To ask questions after the other person has finished speaking
  11. 11. Evaluate your telephone voice Location Make sure you are somewhere quiet and where you will not be interrupted.
  12. 12. 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!
  13. 13. 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…….
  14. 14. 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
  15. 15. 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
  16. 16. 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)
  17. 17. 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….
  18. 18. 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….
  19. 19. 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
  20. 20. 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
  21. 21. 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
  22. 22. 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
  23. 23. 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
  24. 24. Telephone interview Be prepared to give examples Employers look for examples of successful use of: •communication skills •analytical skills •teamwork •drive and initiative
  25. 25. 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%
  26. 26. 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
  27. 27. 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
  28. 28. 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.
  29. 29. Telephone interview Questions Prepare a few thoughtful questions to ask the interviewer when given the opportunity
  30. 30. 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
  31. 31. Telephone interview After the interview Write a short thank you letter
  32. 32. TELEPHONE SKILLS Thank you
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