This document provides tips for improving telephone and time management. It discusses managing telephone stress, using an appropriate tone of voice when speaking on the phone, handling interruptions and calls on hold effectively, following phone etiquette when taking messages, using call back strategies when necessary, and setting oneself up for success by organizing the phone area and using a telephone journal. The overall goal is to get more done in less time with fewer frustrations through better managing phone communications.

1. Telephone And Time Management
Member
Payal

2. Topics to Cover
• Introduction
• Telephone Time Stress
• It all Starts with the tone of your voice
• Tackling telephone interruptions
• High-Tech Telephone Etiquette
• Handling Calls on hold
• Call back strategies
• Set the stage for your success
• Review

3. Introduction
Telephone and Time Management will
help you get more done in less time,
with fewer frustrations, and happier
results. You will enjoy an increased
control over your phone as you weave
these ideas into your daily work.

4. Telephone Time Stress
• Face up to Telephone time stresses – Avoid unnecessary calls
– it will increase productivity for employees at every level.
• Telephone technology and the Human factor – Adopting latest
technology improves the business and cuts down the usage of
phones unnecessarily.
• Assess your telephone stress level – Self evaluate your time
spent on phone calls and messages & do attend calls that are
relevant to you.

5. It all starts with the tone of your voice
•Voice tone says it all – The voice tone is vital, especially for
the person on the other end who is unaware of your
personality. So, kindly avoid anger and frustration on phone
calls.
•Confessions of a midnight operator – Irrespective of time you
call, it is essential to greet the person using a friendly tone &
then convey your message.
•The 30% solution – It has been proved that adding 30% more
than usual level make people more attractive to listen to you.
•Three strategies for toning up your voice - In this stressful
life, anger is common. So, tone your voice effectively by
shouting out , punching a pillow or by some physical exercise.

6. Tackling telephone interruptions
• Tackling Telephone Interruptions - Tackling telephone
interruptions is really complicating, especially when the
conversation is from home which is usually longer than you
expect. As a result, the team mates would be interrupted and
harm the progress of your daily chores.
• Pick your best time and spend it for your family & friends about
personal matters and not during office hours.
• Quickly get to the point

7. High tech telephone etiquette
The best way to answer a call is by using your First Name & Last
Name which builds confidence.
Ex: Mr. Williams speaking or Mrs. Smith speaking.
Use Keywords Effectively - When you are communicating to a
person over a phone, avoiding the usage of jargon is vital.
Ex: John went to a doctor because he has been having digestive
problem. Instead of using long sentences, one can use, John
went to a doctor as he’s sick.

8. •Art of Collecting Messages : When you receive an unknown
or neighbor's call , make sure you collect all the essential
information without failure. Though it may take few seconds
longer, you will save lot of time in recalling the information or
running through your Contacts & Messages.
•Make sure you collect all the below six essential information
before you hang up the call such as ; Full Name, Telephone
Number, Name of the Organization or Source, Important
Note, Date & Time and be sure to greet by saying “Thank
You” which sounds professional.

9. Handling Calls “On Hold”
There are few instances, where your telephone calls may lead
you to a dilemma, whether to continue with the call or put a
hold. However, putting a call on hold for more than 60 seconds
will make the caller feel edgy & irritated.
If someone calls you and you need to get additional information,
and you suspect that it will take longer than a minute, then you
can voluntarily offer to call back with all the necessary
information required.

10. Handling Multiple Calls – When you are talking on one line, and
another call comes in, then answer the second line like this; “I
am assisting someone on another line, may I have your name &
number, so that I will call you back.”
Uses of “Hold Button” – Using the hold button efficiently saves
time, when you are engaged on another line. However, when
you are putting someone on hold, state the reason first, then
make the request.
Ex: “I have another call coming in. Will you please hold for a
moment”

11. Call Back Strategies
It is always better to follow a practice of “Call back” when you are
in driving, at work or any other emergencies.
Be Specific – When you say you will call back, be specific about the
time. For an instance, instead of saying , “ I will call back in half an
hour”, mention specific time,
“Before 10:00 AM, or after 2.00 PM”.
When you call back, it’s always better to ask, “Is this a good time
to talk ?” as this shows your respect for the other person’s time.

12. Use Friendly Words – Using soft tone and friendly words over
the phone makes the work done in less time and also witnessed
with excellent results. When you put friendly words, one can
benefit with fewer delaying and fewer irritated people.
Ex : Instead of using “You made a mistake in calling us. We don’t
have the information”, one can use “ Will you call Product
Information Department as they can answer your questions.”

13. Set the stage for your success
•Why organizing is essential - The purpose of desk space
management is to assist you in putting your physical
environment to work for you.
•Organize yourself for success - Skip feeling guilty about a
messy desk if you can find anything within three minutes. If
you are cleaning up a real clutter problem, design and use a
telephone journal that assist you in keeping on top of things.
•Use a telephone journal - Make time saving note taking a
habit.

14. •Give your telephone some space - Put the spotlight on your
telephone by giving it some special physical space
•Telephone answering machine - Make the answering
machine a tool for your efficiency by using practical and
polished messages.

15. Review
•Set goals
•Prioritize
•Organize
•Learn when to say “NO”
•Use your waiting time
•Concentrate on the task at
hand
•Consider your personal prime
time
•Celebrate success

16. Queries