Electronic Manners - Telephone Etiquate
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Electronic Manners - Telephone Etiquate

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Electronic Manners - Telephone Etiquate

Electronic Manners - Telephone Etiquate

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  • 1.
    • ELECTRONIC MANNERS
    • CELLULAR PHONES ARE NOT INVITED TO A
    • RESTURANT.
    • LAPTOPS SHOULD ONLY TAKE YOUR LAP’S
    • SPACE ON AN AIRPLANE
    • SPEAKER PHONES SHOULD BE USED ONLY BY
    • PERMISSION
    • SWITCH YOUR BEEPER TO VIBRATE WHEN IN
    • PUBLIC
    • FAXES SHOULD NOT BE USED FOR:
    • -PERSONAL NOTES
    • -CONFIDENTIAL INFORMATION
    • -LONG MATERIAL
    • -JUNK MAIL
  • 2. TELEPHONE ETIQUETTE
    • Your voice
    • Answering Your Telephone
    • “ Hello”
    • “ This is the Yadav residence” or “Yadav residence,
    • Mohit speaking”.
    • The Caller
    • Give your name as the other person at the other end
    • answers your call e.g.
    • To a housekeeper: “This is Mrs. Mehta. Is Mrs. Yadav in?”
    • To a child: “This is Mrs. Mehta. Is your mother in ?”
    • An older person calling a younger one says: “This is Mr. Mehta”.
    • A young person calling an older man or woman says: “Hello, Mr. ( or Mrs.) Mehta. This is Rajeev Kaul.”
  • 3.
    • Who is calling, please?
    • Children and the telephone ( When a child is alone in the house, it is not a matter of courtesy to know who is calling – it is a matter of safety.) “ He’s not available just now – may he return your call?”
    • Invitations by telephone – Say: “Hi, Devina, we’re having a few people in Saturday night for dinner and bridge / dance. Can you and Chetan come?”
    • Terminating telephone calls – under ordinary circumstances the person who originates the call is the one who terminates it.
    • Obscene calls – the best way to handle the occasional obscene call is to quietly hang up immediately. Don’t give the caller the satisfaction of hearing you become upset or of slamming the phone down.
    • Telephone Solicitations
    • Call Forwarding
    • Telephone Answering Machines at home
  • 4. TELEPHONE ETIQUETTES
    • Callers draw many conclusions from the impressions receive
    • from a phone conversations about the persons and company’s :-
    • Efficiency
    • Communication Skills
    • Friendliness
    • Expertise
    • Be prepared to handle calls:
    • - Answer calls promptly (in three rings or less)
    • -Avoid unnecessary call screening
  • 5.
    • Take messages (cheerfully & accurately)
    • Plan your outgoing calls carefully
    • Place your own calls.
    • Always ask “Is this a convenient time to talk..”
    • Use courtesy titles viz. “Our service manager, Mrs. Shinde
    • will personally review the problem.”
    • Speak clearly and distinctly.
    • Don’t let “dead air” happen.
    • Like smiling, to end a conversation , standup.
  • 6.
    • TONES TO BE AVOIDED
    • ANNOYANCE
    • IMPATIENCE
    • INDEFFERENCE
    • IRRITATION
    • OVER EXCITEMENT
    • IMAGE BUILDING
    • BUILD POSITIVE RELATIONSHIPS
    • CREATE GOODWILL
    • ESTABLISH RAPPORT
    • MAINTAIN EXISTING CUSTOMERS
    • BUILD NEW CUSTOMER LINE UP
    • REFLECT IMAGE OF SELF AND COMPANY
    TONES TO BE AVOIDED
  • 7.
    • PHONE CALL FAUX PAS
    • Following are telephone errors made by even the best
    • behaved business people. Most apply to phone calls in
    • general, not just those from the office:
    • Don’t do other things at your desk while talking on
    • the phone. Typing and shuffling papers suggests
    • your attention is elsewhere.
  • 8.
    • Eating while on the phone is not only distracting but
    • suggests the other person to unnerving smacks and
    • crunches, because sounds are magnified over the
    • telephone, even a cough drop in the mouth can make
    • its presence known.
    • Don’t leave a radio playing or office equipment running
    • in the background. These sounds too, are magnified over
    • the phone.
    • Never chew gum while talking on the phone. While gum
    • chewing may not be offensive to some people, you have no
    • way of knowing whether your phone mates considers it
    • unprofessional.
    • Don’t sneeze, blow your nose, or cough directly into the
    • receiver. Either excuse yourself for a moment or turn your
    • head away.
  • 9.
    • If you have to put the receiver down during the conversation,
    • set it gently on the desk to avoid startling your phonemate
    • with a sudden bang.
    • Don’t address a business associate by his or her first name in
    • sentence after sentence. It sounds insincere and patronizing.
    • If you’re holding a meeting in your office and phone rings
    • don’t answer unless you are expecting an important call. Then
    • apologizes to those present for the interruption.
    • For practical reasons, some executives have assistants stay on
    • the line for the entire call. Even if the conversation is about
    • business and business only, letting your phonemate know that
    • someone else is listening in, is without doubt the best thing to
    • do.
  • 10.
    • POINTS OF POLITENSS
    • As you mind the more obvious P's and Q's of telephone manners, adopting the three practices below help you make an even better impression.
    • Hold Back On First Names.
    • Go Easy On “YOU”
    • .
    • Listen Carefully.
  • 11. INTERNET ETIQUETTE 1. NEVER FORGET THAT THE PERSON ON THE OTHER SIDE IS HUMAN. 2. BE CAREFUL WHAT YOU SAY ABOUT OTHERS 3. BE BRIEF. 4. USE DESCRIPTIVE TITLES. 5. BE CAREFUL WITH HUMOR AND SARCASM. 6. ONLY POST A MESSAGE ONCE. 7. PLEASE ROTATE MESSAGES WITH QUESTIONABLE CONTENT. 8. SUMMARIZE YOUR FOLLOW UP. 9. USE MAIL, DONT POST A FOLLOW UP. 10. READ ALL FOLLOW-UPS AND DONT REPEAT WHATS BEEN SAID. 11. CITE APPROPRIATE REFERENCES.
  • 12. Some Important Don’ts
    • When you get a wrong number , don’t ask ‘What number is this?” Ask instead ,“Is this 6850867?” so that you can look up the correct number or dial more carefully next time.
    • Don’t let a young child answer the telephone.
    • Don’t hang up before letting the telephone ring at least six times.
  • 13.
    • Don’t have the phone close to ear.
    • Don’t eat while talking on the phone.
    • Don’t sneeze , blow your nose or cough directly into the receiver .
    • Don’t carry on simultaneous conversations with someone in the room and someone on the telephone.
  • 14. Electronic Etiquette
    • 1. Advantages :
    • E-mail eliminates the need for many types of printed memos
    • It facilitates the exchange of computer files
    • It allows off-site employees and contract workers to cooperate on projects as easily as if they were in neighboring office’s
    • It enables quick transmission of data between business and greatly speeds approvals and authorizations
  • 15.
    • 2 . Three etiquette precepts have emerged e-mail culture:
    • Always respond
    • Keep it short
    • Do not get emotional
    • 3. Privacy – E-mail privacy is an oxymoron, a contradiction in terms.Think of your e-mail as a postcard, anyone can read it
    • 4. Confidentiality - Be cautious about sending confidential or sensitive information materials.
  • 16.
    • 5. Attentiveness - Pay attention to addresses. Once sent e-mail cannot be retrieved, on accidentally hitting ‘memo all’.Transmit blanket apology
    • 6. Discretion - Be careful what you forward
    • 7 . Personal Use - Save your personal e-mail communications for your home computer
    • 8 . Thoughtfulness - Do not send attach files unless the person receiving has compatible software. If not, you can save your file ASCII or Text format
    • 9 . Patience - Be patient with technophobes in your business.