Making connections

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Making connections

  1. 1. MAKING CONNECTIONS<br />
  2. 2. 1) TELEPHONE ENGLISH<br />Main Difficulties:<br />- Lack of visual communication<br />- Lack of preparation<br />- Rush of information<br />
  3. 3. Waysto Improveyourtelephone techniques<br />- Think about yourvoice<br />- Prepareyour call/answers<br />- Followusefultips<br />- Learnusefulphrases<br />
  4. 4. 4<br />YOUR VOICE<br />
  5. 5. 5<br />Talk with a Smile in Your Voice<br />Rapid speech suggests impatience; rapid speech is difficult to follow in face-to-face conversation, necessitates repetition in telephone conversations. <br /> SLOW DOWN !<br />
  6. 6. 6<br />Talk with a Smile in Your Voice – <br />Be kind, polite, direct, enthusiastic, and speak with a strong voice.<br />Try to have little or no background noise, i.e. loud radio.<br />Don’t be too familiar.<br />Do not yell or talk to others in the room while you are on the telephone.<br />Do not eat, drink, or chew gum while talking on the telephone.<br />Always have paper and pen by the telephone.<br />
  7. 7. PreparingYour Call<br />
  8. 8. A) You are making the call<br />Prepareyour call:<br />Rememberthatyouwillneed to:<br />- introduceyourself<br />- saywhoyouwant to speak to<br />- give the reasons for your call<br />- leave a message or your phone number<br />
  9. 9. B) You are taking a call<br /><ul><li>- Answerpromptly (before the third ring)
  10. 10. - State yourname or the name of your
  11. 11. department or company.
  12. 12. - Ask for the caller’sidentity
  13. 13. - Enquire about the reason(s) for the call
  14. 14. - Take a number or a message</li></li></ul><li>10<br />Conversation Techniques<br />Acceptable Responses<br />
  15. 15. Tips<br />
  16. 16. Remember<br />- Don’thesitate to apologize… I’mafraid… I’msorry…!! <br />- Use politerequests to getsomeadditional information fromyour caller: Couldyou…<br />- Use “Goodbye, thank your for calling,” or some other appropriate closing to indicate the conversation is ended.<br />
  17. 17. Useful Phrases<br />

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