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Making a Telephone Call
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- 2. The telephone isan amazing invention, allowing people to cmmunicate over any distance. And yet many people have trouble with using it for effective communication, something which is especially important in the business world
- 3. Why Are GoodPhone Skills Important?
- 4. It results inmore productive relationships. Demonstrates strong customer service abilities.
- 5. It enhances communicationskills Establishes good rapport
- 6. Reasons to useto use the phone rather than email or messaging:
- 7. 1. Telephone callsare more personal. While email and instant messages are often sent while the sender is multi-tasking, telephoning someone requires taking time out of your day to stop and make the call. This shows more care, demonstrates more attention and better can demonstrate better customer service.
- 8. 2. Phone callsare often faster Messages can be conveyed more quickly over the phone than exchanging numerous messages by other means such as email or instant message over the course of a day. When an immediate answer is required, a phone call is the best way.
- 9. 3. Meaning canget lost in translation The meaning or urgency of a subject can get lost when conveyed by written words, because some things are just more effectively communicated verbally by phone. It is also possible to clarify something there and then.
- 10. 4. Everybody knowshow to use a phone It’s often difficult to keep up to date with all new communication methods and who is familiar with the different technologies available or who is using what. Instead of having that complicated conversation - especially when several people are involved, you can make life simpler by picking up the phone.
- 11. 5. Telephones aresimple Using technology can often involve technical difficulties.Things can and do often go wrong - especially if you spend significant amounts of time working remotely. Providing you have a landline or mobile phone signal, you can simply dial the person you want to reach,
- 12. 6. Phone callsare often more authoritative Similar to how letters carry more authority, because of the traditional nature of a phone call, it generally holds more weight than an email or an instant message. If you want to communicate an official message, deliver it with your voice.
- 13. 7. Video callscan be awkward Sometimes being able to see the person to whom you’re speaking is useful, but more often it’s a hindrance and one extra thing to worry about. Facial expressions can give things away and it can make working from home a little more difficult.
- 14. 8. Phone callsare now cheaper Not long ago, making landline calls was expensive - especially to overseas numbers. However, that no longer needs to be the case, you can make cheap calls to hundreds of other countries for a reasonable price
- 15. How to Havea Professional Phone Call:
- 16. Meeting and greeting Owningthe call Staying focused Choosing your tone Choosing your tone
- 17. Knowing When toListen Demonstrating Engagement Avoiding Interruptions
- 18. Meeting and greeting Letthe other person know who you are at the beginning of the call. Say something like, "Good afternoon, this is Pam Michaels in accounting." If you find their name difficult to pronounce, it's OK to ask how to do so.
- 19. Owning the Call Afterthe greeting and welcome, state why you're calling and set the agenda. In the absence of visual cues, this lets the other person know that you're serious and ready, and that you have a clear outcome in mind.
- 20. Staying Focused It's temptingto do something else while you're on the phone, such as sorting emails or checking your schedule. But multitasking isn't always productive: if you try to do two tasks at once, you run the risk of doing both poorly. So, maximize your productivity by focusing on the call.
- 21. Choosing Your Tone Whenyou can't see the person you're speaking to, your voice needs to convey authority, empathy and trustworthiness. You can achieve this by paying attention to the delivery and content of what you say.
- 22. Choosing Your Words Youneed to be certain that the person you're calling will understand you, and can grasp the points you're making. Use simple and straightforward language. Give one idea or piece of information in each sentence, and try not to "ramble."
- 23. Knowing When toListen Good listening ability is crucial for phone conversations. It's central to the process of fully engaging with the person you're speaking to, and establishing a genuine connection.
- 24. Demonstrating Engagement Show thatyou're still engaged with the call, even when your caller is doing most of the talking. This can be as simple as saying "uh-huh" during pauses, but it's better to say something which demonstrates that you've been listening.
- 25. Avoiding Interruptions To understandwhat someone wants, you need to allow them to have their say, even if their speaking style is complicated, hesitant or disorganized. Interruptions break the other person's flow of thought, and they can make them think that you're impatient, or that you're judging them.
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