Communication Skills

1. Communication
Etiquette

2. Types Of Communication
Telephonic
In personal
Email

3. Communication
Etiquette
Do’s
 Active listening
 Respectful tone and language
 Use polite language
 Professionalism in emails and written
communication
Don’t’ s
 Speaking over others
 Using offensive language
 Gossiping or spreading rumors
 Engaging in heated arguments or personal attacks

4. Telephone Etiquette
 Identify yourself and the company
 Help in the absence of others
 Do not make commitments for
others
 Take accurate messages
 Seek permission before you
transfer call
 Return Official calls within 2 hours
of missed call

5. Pre-call preparation
• Feel good about your work
• Smile
• Have a positive attitude
• Place the receiver of the telephone correctly
• Organize your desk

6. Answering calls for others
• Identify yourself and the
company
• Offer assistance in the
absence of others
• Do not make commitments
for others
• Take accurate messages

7. Hold procedure & Transferring calls
• Seek permission
• Specify the duration
• Explain the reason for the transfer
• Wait for the customer’s response
• Get back to the customer in the committed time frame

8. Handling complaints
• Listen carefully
• Convey sincere interest and be empathetic
• Agree as often as possible
• Remain calm and courteous. DO NOT
ARGUE!
• Do not interrupt
• Do not blame co-workers

9. Handling complaints contd..
• Explain clearly
• Do not make unrealistic promises
• Apologize
• Act fast
• Follow up

10. While closing the call
• Have a pleasant tone and be courteous
• Don’t sound rushed
• Pause at appropriate places

11. Call closure
• Summarize what has been discussed
• Ask if you can provide further assistance
• End on a positive note

12. Interpersonal
Communication

13. Email Etiquette
1. Use a direct subject line
2. Use a professional email address
3. Add a professional email signature
4. Use professional greetings
5. Be wary of excessive exclamation points
6. Reply to all your emails
7. Always proofread before pressing send
8. Keep your fonts simple and classic
9. double check email address
10. Consider your tone

14. Thank you