Telephone Etiquette - Sunset Reef

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Telephone Etiquette - Sunset Reef

  1. 1. TELEPHONE ETIQUETTE Sunset Reef
  2. 2. ETIQUETTE What is Etiquette? Etiquette is a set of practices and forms which are followed in a wide variety of situations Why is Etiquette Important? It shows a level of respect It shows Courtesy to others It influences a persons view of you What do you think would happen if there was a lapse in Etiquette? Negative overall perception
  3. 3. THE RULES OF ETIQUETTE The "rules" of etiquette vary from culture to culture based on the societal norms of a particular country. Can you think of anything in Barbados that could be considered as a "Rule" of etiquette?
  4. 4. BUSINESS/CORPORATE ETIQUETTE What is Business Etiquette? The set of rules governing proper behaviour in a business environment Why is Business Etiquette important? It presents a seamless, mannered front to the rest of the world, It increases the respect the world gives the business, It results in a potentially more profitable corporation What does Business Etiquette involve? The polite way to interact with others. The way you speak or act in the presence of guests The way you conduct yourself on the phone
  5. 5. TELEPHONE ETIQUETTE Why is telephone Etiquette important? When you answer the phone you are the representative of the home or business that is being called The impression that you make will influence the callers opinion of your household or business What is telephone Etiquette about? Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call
  6. 6. WHAT CHARACTERISTICS DO YOU THINK CAN BENOTICED THROUGH THE PHONE? Attentiveness  Articulate Friendliness  Helpfulness Sincerity  Confidence Good Listener  Rate of Speech Smile  Greeting
  7. 7. BEFORE MAKING/ TAKING A CALL Vs.
  8. 8. TELEPHONE TECHNIQUES Greeting Placing a caller on hold Transferring a call Taking Messages Closing the Call Communication Dealing with Difficult Callers
  9. 9. TAKING A MESSAGE
  10. 10. QUICK TIPS FOR MAKING PHONE CALLS Identify Yourself and who you represent State your purpose Apologise if you call a wrong number Call at arranged time (if a time was specified) Leave messages when asked (don’t get angry if you don’t leave a message and can’t get through later). Always be courteous (don’t be the “difficult” caller)
  11. 11. THINGS THAT AFFECT TELEPHONE ETIQUETTE
  12. 12. MULTI - TASKING Hi, I’m Greg, and I’m a Multi- Tasker!! Check out this site: http://axelmeierhoefer.wordpress.com/2011/06/30 /finding-focus-in-a-multitasking-world
  13. 13. SCENARIOS ANDEXERCISES
  14. 14. CHECK OUT THESE LINKS http://www.ehow.com/list_6310283_class- exercises-telephone-etiquette.html http://www.secretarialsite.com/telephone- etiquette.htm http://www.elegantwoman.org/business- telephone-etiquette.html http://telephone-etiquette.blogspot.com/
  15. 15. THANK YOUFOR PARTICIPATING T: 246 233 5493E: expressionsmgmt@gmail.com W: www.exmc.biz

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